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ITIL 4 Foundation > Mock test three > Flashcards

Mock test three Flashcards

1
Q

What is the first step of the guiding principle focus on value?

A

Determine the service consumer in each situation

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2
Q

How does the principle think and work holistically help organizations when implementing ITIL?

A

Establishing an understanding of how all the parts of an organization work together in an integrated way

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3
Q

Which is a key consideration for the guiding principle keep it simple and practical?

SELECT THE CORRECT ANSWER

Try to create a solution for every exception

Always use the minimum number of steps to accomplish an objective

Ignore conflicting objectives of different stakeholders

Start with a complex solution and then simplify

A

Always use the minimum number of steps to accomplish an objective

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4
Q

Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?

SELECT THE CORRECT ANSWER

Focus on value

Start where you are

Progress iteratively with feedback

Collaborate and promote visibility

A

Progress iteratively with feedback

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5
Q

What are the types of asset management?

SELECT THE CORRECT ANSWER

IT asset management and software asset management

IT asset management and technical management

Operational management and IT asset management

Operational and technical management

A

IT asset management and software asset management

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6
Q

What is a disaster?

SELECT THE CORRECT ANSWER

Sudden unplanned event that causes great damage or serious loss to an organization

Unplanned interruption to IT service

Any change of state that has significance for the management of a service or other configuration item (CI)

The addition, modification, or removal of anything that could have a direct or indirect effect on services

A

Sudden unplanned event that causes great damage or serious loss to an organization

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7
Q

New or changed components are deployed to all targets at the same time. Which type of deployment approach does this statement represent?

SELECT THE CORRECT ANSWER

Phased deployment

Continuous delivery

Big bang deployment

Pull deployment

A

Big bang deployment

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8
Q

Which service management dimension is focused on activities?

SELECT THE CORRECT ANSWER

Organizations and people

Information and technology

Partners and suppliers

Value streams and processes

A

Value streams and processes

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9
Q

Which of the following is a standard change?

SELECT THE CORRECT ANSWER

Resolving an incident or implementing a security patch

Moving a desktop for a single user

Increasing the memory of a server to avoid an incident

Uninstalling a new patch that has caused a high-priority incident

A

Moving a desktop for a single user

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10
Q

Which of the following is an example of workaround?

SELECT THE CORRECT ANSWER

Server memory is increased when the server is unresponsive

A defective network switch is replaced with a new one

A server is restarted to resolve an incident

An email server is restored after an incident is reported

A

A server is restarted to resolve an incident

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11
Q

Who defines the requirements for a service?

SELECT THE CORRECT ANSWER

Service provider

Customer

User

Sponsor

A

Customer

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12
Q

What is the key focus of the organizations and people dimension?

SELECT THE CORRECT ANSWER

Security and compliance

Communication systems and knowledge bases

Workflow management and inventory systems

Roles and responsibilities

A

Roles and responsibilities

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13
Q

Which value chain activity ensures people understand the organization’s vision?

SELECT THE CORRECT ANSWER

Improve

Plan

Deliver and support

Obtain or build

A

Plan

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14
Q

Service is a means of enabling value co-creation by facilitating ________________.

SELECT THE CORRECT ANSWER

Warranty

Outcomes

Utility

Outputs

A

Outcomes

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15
Q

What is the definition of utility?

SELECT THE CORRECT ANSWER

A tangible or intangible deliverable that is produced by carrying out an activity

The assurance that a product or service will meet agreed requirements

A possible event that could cause harm or loss or make it more difficult to achieve objectives

The functionality offered by a product or service to meet a particular need

A

The functionality offered by a product or service to meet a particular need

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16
Q

Which of the following statements describes the nature of guiding principles?

SELECT THE CORRECT ANSWER

A guiding principle can guide an organization in all circumstances

Each guiding principle mandates specific actions and decisions

An organization will select one of the principles to adopt

Guiding principles describe the processes that all organizations must adopt

A

A guiding principle can guide an organization in all circumstances

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17
Q

Which ITIL concept describes governance?

SELECT THE CORRECT ANSWER

The seven guiding principles

The four dimensions of service management

The service value chain

The service value system

A

The service value system

18
Q

Which practice is the responsibility of everyone in the organization?

SELECT THE CORRECT ANSWER

Service level management

Change control

Problem management

Continual improvement

A

Continual improvement

19
Q

Which activity captures the demand for incident resolution and service requests?

SELECT THE CORRECT ANSWER

Change control

Problem management

Service desk

Service catalogue management

A

Service desk

20
Q

Which of the following can be used to access service desks?

SELECT THE CORRECT ANSWER

Phone calls

Email

Text and social media messaging

All of the above

A

All of the above

21
Q

Relationships among partners, suppliers, and a provider can range from ___ to ___.

a) simple contracts; complex, multi-level contracts
b) easy; difficult
c) flexible partnerships; formal agreements or contracts
d) inflexible; flexible

A

c) flexible partnerships; formal agreements or contracts

22
Q

What are the three things we focus on when we enlighten and empower people?

a) their skills, knowledge, and mindset
b) policies, programs, and projects
c) policies, processes, and practices
d) knowledge, information, and wisdom

A

a) their skills, knowledge, and mindset

23
Q

Which technical management practice can implement new computer components with the Big Bang approach?

a) Incident management
b) Infrastructure and platform management
c) Capacity and performance management
d) Deployment management

A

d) Deployment management

24
Q

How does ‘service request management’ contribute to the ‘improve’ value chain activity?

A

c) It analyzes data to identify opportunities to provide new service request options

25
Q

Your company has decided to install a service management tool that provides incident management as one of its functions. What is the benefit of using an incident management system?

a) It can provide automated resolution and closure of complex incidents
b) It can ensure that incidents are resolved within the agreed upon timeframe in the SLA
c) It can provide automated matching of incidents to problems or known errors
d) It can provide specialized knowledge for solving complicated incidents

A

c) It can provide automated matching of incidents to problems or known errors

26
Q

How does ‘service request management’ contribute to the ‘deliver and support’ value chain activity?

A

a) It ensures that users continue to be productive when they need assistance from the service provider

27
Q

What is an example of an action a service request management employee would undertake as part of the ‘obtain/build’ activity?

A

c) Acquiring pre-approved service components to help fulfill service requests

28
Q

How does ‘service level management’ contribute to the ‘improve’ value chain activity?

A

a) Uses feedback from users about the service and requirements from customers to make the service better

29
Q

What is an example of an action a service request management employee would undertake as part of the ‘design and transition’ activity?

A

d) Initiating standard changes to fulfill service requests

30
Q

Dion Training is an online training organization that provides asynchronous, on-demand video training for the ITIL 4 certifications. To provide these on-demand videos, Dion Training relies on a third-party service provider to host the videos securely and stream the content directly to students when requested through Dion Training’s website. Dion Training is responsible for managing the amount of storage space utilized on the service provider’s server, as well as determining whether a student may or may not watch a particular video. What best describes these activities?

a) Service consumption
b) Service provision
c) Service offering
d) Warranty of a service

A

a) Service consumption

31
Q

(T/F) “Continual improvement” should have minimal interaction with other practices.

A

False

Continual improvement is everyone’s responsibility. Although there may be a group of staff members who focus on this work full-time, it is critical that everyone in the organization understands that active participation in continual improvement activities is a core part of their job. To ensure that this is more than a good intention, it is wise to include contribution to continual improvement in all job descriptions and every employee’s objectives, as well as in contracts with external suppliers and contractors.

32
Q

(T/F) Everyone in the organization is responsible for some aspects of “continual improvement”.

A

True

33
Q

(T/F) All improvement ideas should be logged in a single “continual improvement” register.

A

False

34
Q

(T/F) A single team should carry out “continual improvement” across the organization.

A

False

35
Q

What is the purpose of the ‘monitoring and event management’ practice?

a) To systematically observe services and service components
b) To capture demand for incident resolution and service requests
c) To restore normal service operation as quickly as possible
d) To manage workarounds and known errors

A

a) To systematically observe services and service components

36
Q

Identify the missing word in the following sentence.

The purpose of the service configuration management practice is to ensure that accurate and reliable information about the [_____], and the CIs that support them, is available when and where it is needed.

a) skills of people
b) authorization of changes
c) configuration of services
d) relationships with suppliers

A

c) configuration of services

37
Q

Which is a purpose of the ‘relationship management’ practice?

a) To identify, analyze, monitor, and continually improve links with stakeholders
b) To systematically observe services and service components
c) To protect the information needed by the organization to conduct its business
d) To be the entry point and single point of contact for the service provider with all of its users

A

a) To identify, analyze, monitor, and continually improve links with stakeholders

38
Q

Which statement about service relationship management is CORRECT?

a) It requires the service consumer to create resources for the service provider
b) It focuses on the fulfilment of the agreed service actions
c) It requires co-operation of both the service provider and service consumer
d) It focuses on the service actions performed by users

A

c) It requires co-operation of both the service provider and service consumer

39
Q

Which action is performed by a service provider?

a) Requesting required service actions
b) Ensuring access to agreed resources
c) Authorizing budget for service consumption
d) Receiving of the agreed goods

A

b) Ensuring access to agreed resources

40
Q

Identify the missing words in the following sentence.

When an organization has decided to improve a service, it should start by considering [_____].

a) new methods
b) existing information
c) additional measurements
d) revised processes

A

b) existing information

ITIL 4 Foundation (31 decks)

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