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ITIL 4 Foundations > Practice Questions > Flashcards

Practice Questions Flashcards

1
Q

Which practice is responsible for moving components to live environments?

A. Change enablement
B. Release management
C. IT asset management
D. Deployment management

A

D. Deployment management

*Key words = “live environment”

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2
Q

Which practice includes the classification and ownership of queries and requests from users?

A. Service desk
B. Incident management
C. Change enablement
D. Service level management

A

A. Service desk

*Key word = “classification.” Service desk classifies and routes

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3
Q

Which practice identifies metrics that reflect the customer’s experience of a service?

A. Continual improvement
B. Service desk
C. Service level management
D. Problem management

A

C. Service level management

*Metrics = level trying to achieve

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4
Q

What is the PRIMARY use of a change schedule?

A. To support ‘incident management’ and improvement planning
B. To manage emergency changes
C. To plan changes and help avoid conflicts
D. To manage standard changes

A

C. To plan changes and help avoid conflicts

*“Primary” so should be specific example. Will be focused

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5
Q

Which service management dimension is focused on activities and how these are coordinated?

A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes

A

D. Value streams and processes

*Key word = “activities” - coordinated = processes

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6
Q

How does categorization of incidents assist the ‘incident management’ practice?

A. It helps direct the incident to the correct support area
B. It determines the priority assigned to the incident
C. It ensures that incidents are resolved in timescales agreed with the customer
D. It determines how the service provider is perceived

A

A. It helps direct the incident to the correct support area

*categorize to send to correct area

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7
Q

Identify the missing word(s) in the following sentence:

A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve.

A. the warranty
B. outcomes
C. the utility
D. outputs

A

B. outcomes

*Co-creation = multiple outputs become and output
customer’s want outcomes (end product)

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8
Q

Which is a recommendation of the ‘continual improvement’ practice?

A. There should at least be a small team dedicated to leading ‘continual improvement’ efforts
B. All improvements should be managed as multi-phase projects
C. ‘Continual improvement’ should be isolated from other practices
D. External suppliers should be excluded from improvement initiatives

A

A. There should at least be a small team dedicated to leading ‘continual improvement’ efforts

  • correct because improvement needed in every area so need team.
  • B incorrect b/c class didn’t talk about multi-phase project + includes “all” (absolutes are generally incorrect answer)
  • C & D wrong b/c shouldn’t be isolated or exculded
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9
Q

Which is a potential benefit of using an IT service management tool to support the ‘incident management’ practice?

A. It may ensure that the cause of incidents is identified within agreed times
B. It may provide automated matching of incidents to problems or known errors
C. It may ensure that supplier contracts are aligned with the needs of the service provider
D. It may provide automated resolution and closure of complex incidents

A

B. It may provide automated matching of incidents to problems or known errors

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10
Q

Which role submits service requests?

A. The user, or their authorized representative
B. The customer, or their authorized representative
C. The sponsor, or their authorized representative
D. The supplier, or their authorized representative

A

A. The user, or their authorized representative

*Built for customer (group), but USER handles the product
Instructor has seen this question before

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11
Q

Which practice provides a single point of contact for users?

A. Incident management
B. Change enablement
C. Service desk
D. Service request management

A

C. Service desk

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12
Q

Which guiding principle recommends that the four dimensions of service management are considered?

A. Think and work holistically
B. Progress iteratively with feedback
C. Focus on value
D. Keep it simple and practical

A

A. Think and work holistically

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13
Q

Which would be supported by the ‘service request management’ practice?

A. A request to authorize a change that could have an effect on a service
B. A request from a user for something which is a normal part of service delivery
C. A request to restore service after a service interruption
D. A request to investigate the cause of multiple related incidents

A

B. A request from a user for something which is a normal part of service delivery

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14
Q

Which practice is the responsibility of everyone in the organization?

A. Service level management
B. Change enablement
C. Problem management
D. Continual improvement

A

D. Continual improvement

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15
Q

15) Identify the missing word in the following sentence.

The purpose of the ‘information security management’ practice is to [?] the organization’s information.

A. store
B. provide
C. audit
D. protect

A

D. protect

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16
Q

Which guiding principle recommends collecting data before deciding what can be re-used?

A. Focus on value
B. Start where you are
C. Keep it simple and practical
D. Progress iteratively with feedback

A

B. Start where you are

*Key word = “re-used”

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17
Q

Which is NOT usually included as part of incident management?

A. Scripts for collecting initial information about incidents
B. Formalized procedures for logging incidents
C. Detailed procedures for the diagnosis of incidents
D. The use of specialized knowledge for complicated incidents

A

C. Detailed procedures for the diagnosis of incidents

*You don’t diagnose incidents, diagnose problems
Incidents are singular, problems are many

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18
Q

Which describes the nature of the guiding principles?

A. Guiding principles can guide an organization in all circumstances
B. Each guiding principle mandates specific actions and decisions
C. An organization will select and adopt only one of the seven guiding principles
D. Guiding principles describe the processes that all organizations must adopt

A

A. Guiding principles can guide an organization in all circumstances

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19
Q

Which statement about a change authority is CORRECT?

A. A single change authority should be assigned to authorize all types of change and change models
B. A change authority should be assigned for each type of change and change model
C. Normal changes are pre-authorized and do not need a change authority
D. Emergency changes can be implemented without authorization from a change authority

A

B. A change authority should be assigned for each type of change and change model

*Acronym = SNE - Standard, Normal, Emergency

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20
Q

Which practice has the purpose of making new and changed services and features available for use?

A. Change enablement
B. Service request management
C. Release management
D. Deployment management

A

C. Release management

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21
Q

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

A. Improve
B. Plan
C. Deliver and support
D. Obtain/build

A

B. Plan

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22
Q

Which statement about the value chain activities is CORRECT?

A. Every practice belongs to a specific value chain activity
B. A specific combination of value chain activities and practices forms a service relationship
C. Service value chain activities form a single workflow that enables value creation
D. Each value chain activity contributes to the value chain by transforming specific inputs into outputs

A

D. Each value chain activity contributes to the value chain by transforming specific inputs into outputs

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23
Q

What is the purpose of the ‘supplier management’ practice?

A. To ensure that the organization‘s suppliers and their performance are managed appropriately to support the seamless provision of quality products and services
B. To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services
C. To ensure that the organization’s suppliers and their performance are managed appropriately at strategic and tactical levels through coordinated marketing, selling, and delivery activities
D. To ensure that accurate and reliable information about the configuration of suppliers’ services is available when and where it is needed

A

A. To ensure that the organization‘s suppliers and their performance are managed appropriately to support the seamless provision of quality products and services

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24
Q

What are the two types of cost that a service consumer should evaluate?

A. The price of the service, and the cost of creating the service
B. The costs removed by the service, and the costs imposed by the service
C. The cost of provisioning the service, and the cost of improving the service
D. The cost of software, and the cost of hardware

A

B. The costs removed by the service, and the costs imposed by the service

*Acronym = RI (Rhode Island) - Removed & Imposed

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25
Q

Which is a purpose of the ‘service desk’ practice?

A. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
B. To maximize the number of successful IT changes by ensuring risks are properly assessed
C. To capture demand for incident resolution and service requests
D. To set clear business-based targets for service performance

A

C. To capture demand for incident resolution and service requests

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26
Q

How should an organization adopt continual improvement methods?

A. Use a new method for each improvement the organization handles
B. Select a few key methods for the types of improvement that the organization handles
C. Build the capability to use as many improvement methods as possible
D. Select a single method for all improvements that the organization handles

A

B. Select a few key methods for the types of improvement that the organization handles

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27
Q

Which ITIL concept describes governance?

A. The seven guiding principles
B. The four dimensions of service management
C. The service value chain
D. The service value system

A

D. The service value system

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28
Q

Which is a recommendation of the ‘service desk’ practice?

A. Service desks should avoid the use of automation
B. Service desks should be highly technical
C. Service desks should understand the wider organization
D. Service desks should be a physical team in a single fixed location

A

C. Service desks should understand the wider organization

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29
Q

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

A. Focus on value
B. Start where you are
C. Progress iteratively with feedback
D. Collaborate and promote visibility

A

C. Progress iteratively with feedback

*Key phrase = “manageable sections”

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30
Q

What is a standard change?

A. A change that is well understood, fully documented and pre-authorized
B. A change that needs to be assessed, authorized, and scheduled by a change authority
C. A change that doesn’t need a risk assessment because it is required to resolve an incident
D. A change that is assessed, authorized, and scheduled as part of ‘continual improvement’

A

A. A change that is well understood, fully documented and pre-authorized

*Acronym = SNE - Standard, Normal, Emergency

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31
Q

What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?

A. A change request is submitted to change enablement
B. Problem management restores the service as soon as possible
C. The problem remains in the known error status
D. The problem record is deleted

A

C. The problem remains in the known error status

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32
Q

What is the definition of change?

A. To add, modify or remove anything that could have a direct or indirect effect on services
B. To ensure that accurate and reliable information about the configuration of services is available
C. To make new and changed services and features available for use
D. To move new or changed hardware, software, or any other component to live environments

A

A. To add, modify or remove anything that could have a direct or indirect effect on services

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33
Q

What is the definition of an event?

A. Any change of state that has significance for the management of a service or other configuration item
B. Any component that needs to be managed in order to deliver an IT service
C. An unplanned interruption to a service or reduction in the quality of a service
D. Any financially valuable component that can contribute to the delivery of an IT product or service

A

A. Any change of state that has significance for the management of a service or other configuration item

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34
Q

Which describes outcomes?

A. Tangible or intangible deliverables
B. Functionality offered by a product or service
C. Results desired by a stakeholder
D. Configuration of an organization’s resources

A

C. Results desired by a stakeholder

*Outcome = result of output

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35
Q

Which is NOT a key focus of the ‘information and technology’ dimension?

A. Security and compliance
B. Communication systems and knowledge bases
C. Workflow management and inventory systems
D. Roles and responsibilities

A

D. Roles and responsibilities

*Part of #1 - Organizations & People dimension

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36
Q

Which practices are typically involved in the implementation of a problem resolution?

  1. Continual improvement
  2. Service request management
  3. Service level management
  4. Change enablement

A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4

A

D. 1 and 4

  1. Continual improvement
  2. Change enablement
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37
Q

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

A. Try to create a solution for every exception
B. Understand how each element contributes to value creation
C. Ignore the conflicting objectives of different stakeholders
D. Start with a complex solution, then simplify

A

B. Understand how each element contributes to value creation

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38
Q

What should be done first when applying the ‘focus on value’ guiding principle?

A. Identify the outcomes that the service facilitates
B. Identify all suppliers and partners involved in the service
C. Determine who the service consumer is in each situation
D. Determine the cost of providing the service

A

C. Determine who the service consumer is in each situation

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39
Q

A service provider describes a package that includes a laptop with software, licenses, and support. What is this package an example of?

A. Value
B. An outcome
C. Warranty
D. A service offering

A

D. A service offering

  • Offering b/c from provider
  • *Test will ask something like this
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40
Q

What is the definition of warranty?

A. A tangible or intangible deliverable that is produced by carrying out an activity
B. The assurance that a product or service will meet agreed requirements
C. A possible event that could cause harm or loss, or make it more difficult to achieve objectives
D. The functionality offered by a product or service to meet a particular need

A

B. The assurance that a product or service will meet agreed requirements

*Key word = “assurance”

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41
Q

What is the effect of increased automation on the ‘service desk’ practice?

A. Greater ability to focus on customer experience when personal contact is needed
B. Decrease in self-service incident logging and resolution
C. Increased ability to focus on fixing technology instead of supporting people
D. Elimination of the need to escalate incidents to support teams

A

A. Greater ability to focus on customer experience when personal contact is needed

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42
Q

Which term describes the functionality offered by a service?

A. Cost
B. Utility
C. Warranty
D. Risk

A

B. Utility

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43
Q

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

A. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
B. To systematically observe services and service components, and record and report selected changes of state
C. To protect the information needed by the organization to conduct its business
D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

A

B. To systematically observe services and service components, and record and report selected changes of state

*Key word = “changes of state” - event

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44
Q

What should all ‘continual improvement’ decisions be based on?

A. Details of how services are measured
B. Accurate and carefully analysed data
C. An up-to-date balanced scorecard
D. A recent maturity assessment

A

B. Accurate and carefully analysed data

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45
Q

How do all value chain activities transform inputs to outputs?

A. By determining service demand
B. By using a combination of practices
C. By using a single functional team
D. By implementing process automation

A

B. By using a combination of practices

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46
Q

How does customer engagement contribute to the ‘service level management’ practice?

  1. It captures information that metrics can be based on
  2. It ensures the organization meets defined service levels
  3. It defines the workflows for service requests
  4. It supports progress discussions

A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4

A

D. 1 and 4

  1. It captures information that metrics can be based on
  2. It supports progress discussions
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47
Q

What is the starting point for optimization?

A. Securing stakeholder engagement
B. Understanding the vision and objectives of the organization
C. Determining where the most positive impact would be
D. Standardizing practices and services

A

B. Understanding the vision and objectives of the organization

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48
Q

Identify the missing words in the following sentence.

The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization’s objectives.

A. ‘focus on value’ guiding principle
B. four dimensions of service management
C. service value system
D. ‘service request management’ practice

A

C. service value system

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49
Q

Which practice provides support for managing feedback, compliments and complaints from users?

A. Change enablement
B. Service request management
C. Problem management
D. Incident management

A

B. Service request management

*Key word = “compliments” - only done through service request

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50
Q

Which joint activity performed by a service provider and service consumer ensures continual value co-creation?

A. Service provision
B. Service consumption
C. Service offering
D. Service relationship management

A

D. Service relationship management

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51
Q

Which practice may involve the initiation of disaster recovery?

A. Incident management
B. Service request management
C. Service level management
D. IT asset management

A

A. Incident management

*Always starts with an incident

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52
Q

What type of change is MOST likely to be managed by the ‘service request management’ practice?

A. A normal change
B. An emergency change
C. A standard change
D. An application change

A

C. A standard change

*Acronym = SNE - Standard, Normal, Emergency

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53
Q

Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?

A. Focus on value
B. Collaborate and promote visibility
C. Think and work holistically
D. Keep it simple and practical

A

B. Collaborate and promote visibility

*Key phrase = “uncovered waste” - only way to discover is with collaboration and visibility

54
Q

What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve?

A. A service
B. An output
C. A practice
D. Continual improvement

A

A. A service

*“Co-creation” so service

55
Q

Which statement about change authorization is CORRECT?

A. A change authority should be assigned to each type of change and change model
B. Centralizing change authorization to a single person is the most effective means of authorization
C. The authorization of normal changes should be expedited to ensure they can be implemented quickly
D. Standard changes are high risk and should be authorized by the highest level of change authority

A

A. A change authority should be assigned to each type of change and change model

56
Q

Which dimension of service management considers governance, management, and communication?

A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes

A

A. Organizations and people

*Key word = “Governance” - done by managers

57
Q

Identify the missing word in the following sentence.

A known error is a problem that has been [?] and has not been resolved.

A. logged
B. analysed
C. escalated
D. closed

A

B. analysed

*when logged = incident. Then have to analyze to know if problem

58
Q

Which statement about known errors and problems is CORRECT?

A. Known error is the status assigned to a problem after it has been analysed
B. A known error is the cause of one or more problems
C. Known errors cause vulnerabilities, problems cause incidents
D. Known errors are managed by technical staff, problems are managed byservice management staff

A

A. Known error is the status assigned to a problem after it has been analysed

59
Q

What does the ‘service request management’ practice depend on for maximum efficiency?

A. Compliments and complaints
B. Self-service tools
C. Processes and procedures
D. Incident management

A

C. Processes and procedures

*not B b/c self-service tools still need processes and procedures

60
Q

Which statement about the ‘service desk’ practice is CORRECT?

A. It provides a link with stakeholders at strategic and tactical levels
B. It carries out change assessment and authorization
C. It investigates the cause of incidents
D. It needs a practical understanding of the business processes

A

D. It needs a practical understanding of the business processes

61
Q

Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?

A. Service configuration management
B. Service desk
C. IT asset management
D. Monitoring and event management

A

A. Service configuration management

*Key word = “configuration” - in both question and answer

62
Q

Which practice has a purpose that includes restoring normal service operation as quickly as possible?

A. Supplier management
B. Deployment management
C. Problem management
D. Incident management

A

D. Incident management

63
Q

Identify the missing word in the following sentence.

A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.

A. outputs
B. outcomes
C. costs
D. risks

A

B. outcomes

64
Q

Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?

A. Optimize and automate
B. Start where you are
C. Focus on value
D. Progress iteratively with feedback

A

D. Progress iteratively with feedback

65
Q

What should be done for every problem?

A. It should be diagnosed to identify possible solutions
B. It should be prioritized based on its potential impact and probability
C. It should be resolved so that it can be closed
D. It should have a workaround to reduce the impact

A

B. It should be prioritized based on its potential impact and probability

66
Q

How should an organization include third-party suppliers in the continual improvement of services?

A. Ensure suppliers include details of their approach to service improvement in contracts
B. Require evidence that the supplier uses agile development methods
C. Require evidence that the supplier implements all improvements using project management practices
D. Ensure that all supplier problem management activities result in improvements

A

A. Ensure suppliers include details of their approach to service improvement in contracts

67
Q

What considerations influence the supplier strategy of an organization?

A. Contracts and agreements
B. Type of cooperation with suppliers
C. Corporate culture of the organization
D. Level of formality

A

C. Corporate culture of the organization

*Need to think about if partner or supplier will mesh well / what relationship would look like

68
Q

What is a problem?

A. An addition or modification that could have an effect on services
B. Any change of state that has significance for the management of a configuration item
C. A cause or potential cause of one or more incidents
D. An unplanned reduction in the quality of a service

A

C. A cause or potential cause of one or more incidents

69
Q

What is the purpose of the ‘relationship management’ practice?

A. To align the organization’s practices and services with changing business needs
B. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels
C. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

A

B. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels

70
Q

Which is intended to help an organization adopt and adapt ITIL guidance?

A. The four dimensions of service management
B. The guiding principles
C. The service value chain
D. Practices

A

B. The guiding principles

71
Q

What is an output?

A. A change of state that has significance for the management of a configuration item
B. A possible event that could cause harm or loss
C. A result for a stakeholder
D. Something created by carrying out an activity

A

D. Something created by carrying out an activity

72
Q

What is the reason for using a balanced bundle of service metrics?

A. It reduces the number of metrics that need to be collected
B. It reports each service element separately
C. It provides an outcome-based view of services
D. It facilitates the automatic collection of metrics

A

C. It provides an outcome-based view of services

73
Q

Why should incidents be prioritized?

A. To help automated matching of incidents to problems or known errors
B. To identify which support team the incident should be escalated to
C. To ensure that incidents with the highest business impact are resolved first
D. To encourage a high level of collaboration within and between teams

A

C. To ensure that incidents with the highest business impact are resolved first

74
Q

Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?

A. Relationship management
B. IT asset management
C. Release management
D. Service desk

A

B. IT asset management

*Value = asset

75
Q

Why should service desk staff detect recurring issues?

A. To help identify problems
B. To escalate incidents to the correct support team
C. To ensure effective handling of service requests
D. To engage the correct change authority

A

A. To help identify problems

*Reoccurring issue = problem

76
Q

Which value chain activity communicates the current status of all four dimensions of service management?

A. Improve
B. Engage
C. Obtain/build
D. Plan

A

D. Plan

*Key phrase = “current status”
Plan covers all the areas
Without plan, how does one know what to do with other choices?

77
Q

Which guiding principle is PRIMARILY concerned with consumer’s revenue and growth?

A. Keep it simple and practical
B. Optimize and automate
C. Progress iteratively with feedback
D. Focus on value

A

D. Focus on value

78
Q

Which practice provides visibility of the organization’s services by capturing and reporting on service performance?

A. Service desk
B. Service level management
C. Service request management
D. Service configuration management

A

B. Service level management

*Performance = level

79
Q

Which is the BEST example of an emergency change?

A. The implementation of a planned new release of a software application
B. A low-risk computer upgrade implemented as a service request
C. The implementation of a security patch to a critical software application
D. A scheduled major hardware and software implementation

A

C. The implementation of a security patch to a critical software application

80
Q

Which guiding principle recommends assessing the current state and deciding what can be reused?

A. Focus on value
B. Start where you are
C. Collaborate and promote visibility
D. Progress iteratively with feedback

A

B. Start where you are

81
Q

What can be described as a set of specialized organizational capabilities for enabling value for customer in the form of services

A. Value
B. Utility
C. Services Management
D. Service Consumers

A

C. Services Management

*Common question. Instructor has seen in many ways

82
Q

The Utility of a Service is also known as?

A. Fit for Purpose
B. How well a Service Performs
C. Fit for Use
D. The Delivery of a Service

A

A. Fit for Purpose

83
Q

Which of the following are types of Stakeholders?

  1. Customer
  2. Competitors
  3. Sponsor

A. All of the above
B. 1 only
C. 1 and 2
D. 1 and 3

A

D. 1 and 3
Customer & Sponsor

*ITIL stakeholders are the ones doing the service
If see the word "competitors" in answer = wrong answer! Competitors are not mentioned in this class
Sponsor = money giver. Big stakeholder
84
Q

Which of the following is the best definition of an Output?

A. A tangible or intangible deliverable of an activity
B. The tangible delivery of an activity
C. Activities performed by an organization to provide services
D. A result for a stakeholder enabled by one or more outputs

A

A. A tangible or intangible deliverable of an activity

85
Q

There are two types of costs involved in service relationships, what are they?

A. Removed and Imposed
B. Charged and Removed
C. Charged and Imposed
D. Risked and Removed

A

A. Removed and Imposed

*Acronym = RI (Rhode Island) - Removed & Imposed

86
Q

What are the 4 dimensions of service management?

A. People, Partners, Products, Processes
B. People, IT, Processes
C. Partners and Suppliers, People and Technology, Process and Information, Technology
D. Organizations and People, Information and Technology, Partners and Suppliers, Value Streams and Processes

A

D. Organizations and People, Information and Technology, Partners and Suppliers, Value Streams and Processes

*come up with acronym?

87
Q

What model can be used to help analyse external factors?

A. The Four Dimensions Model
B. The PESTLE Model
C. The Service Value Chain
D. Organizational Capabilities

A

B. The PESTLE Model

88
Q

What is the definition of a Value Stream?

A. A series of steps an organization undertakes to create and deliver products and services to consumers
B. A set of interrelated or interacting activities that transform inputs into outputs
C. A combination of Availability, Reliability, Accessibility, Timeliness, Accuracy, & Relevance make up a Value Stream
D. Is a means to evaluate the Value of a service, taking into account the risks from external factors

A

A. A series of steps and organization undertakes to create and deliver products and services to consumers

*Series of steps = stream

89
Q

Which of the following are factors that may influence an organization’s strategy when using suppliers?

  1. Corporate Culture
  2. Cost Concerns
  3. Demand Patterns
  4. Resource Scarcity

A. 1, 2, and 3 only
B. 1, 2, and 4 only
C. 2, 3, and 4 only
D. All of the above

A

D. All of the above

90
Q

__ and __ trigger activities within the ITI SVS, and these activities lead to the creation of value

A. Opportunity and Demand
B. Requests and Value
C. Stakeholders and Customers
D. Leaders and the Market

A

A. Opportunity and Demand

91
Q

What is the relationship between Agile and ITSM?

A. ITSM and Agile are competing concepts and should not be used in the same organization
B. There is no relationship between ITSM and Agile
C. Agile should be implemented before ITSM is introduced
D. ITIL and Agile can be great allies

A

D. ITIL and Agile can be great allies

92
Q

What are the correct elements of the Value Chain?

A. Plain, CSI, Engage, Design & Transition, Obtain/Build, Deliver & Support
B. Plan, Improve, Engage, Design, Obtain/Deliver, Build & Support
C. Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support
D. Plan, CSI, Engage, Design, Obtain/Build, Deliver & Support

A

C. Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support

*Question could also be reverse - ie: “These elements are part of __”

93
Q

What stage of the Value Chain has the purpose of providing a good understanding of stakeholder needs, transparency, and continual engagement, and good relationships with all stakeholders?

A. Plan
B. Improve
C. Engage
D. Deliver and Support

A

C. Engage

*Key phrase = “Continual engagement”

94
Q

Which of the Guiding Principals advise us that “No service, or element used to provide a service, stands alone?”

A. Focus on Value
B. Progress interactively with feedback
C. Collaborate and promote visibility
D. Think and work holistically

A

D. Think and work holistically

*Key phrase = “stands alone”

95
Q

Which of the Guiding Principals advises us “Do not start from scratch and build something new without considering what is already available to be leveraged”?

A. Progress interactively with feedback
B. Collaborate and promote visibility
C. Keep it simple and practical
D. Start where you are

A

D. Start where you are

96
Q

Which stage of the Continual Improvement mode has the purpose of “Execute improvement actions”

A. How do we get there?
B. Did we get there?
C. What is the vision?
D. Take Action

A

D. Take Action

*Key phrase = “execute… action”

97
Q

Which stage of the Continual Improvement mode has the purpose of “Performing Baseline Assessments”

A. Where are we now?
B. Did we get there?
C. Where so we want to be?
D. How do we get there?

A

A. Where are we now?

*Key word = “baseline”

98
Q

Which of the following is a key activity as part of the continual improvement practice?

A. An identity and access management process
B. Service performance and capacity planning
C. Identifying and logging improvement opportunities
D. Stakeholders’ needs and drivers are understood, and products and services are prioritized appropriately

A

C. Identifying and logging improvement opportunities

*“Improvement” in question and answer

99
Q

What terms might you associate with Information Security?

A. Integrity, Non-repudiation, Authentication and Availability
B. Integrity, Non-repudiation, Productivity and Improvement
C. Incident, Non-repudiation, Problem and Availability
D. Incident, Non-repudiation, Productivity and Availability

A

A. Integrity, Non-repudiation, Authentication and Availability

100
Q

What practice has a purpose which includes creating closer, more collaborative relationship with key suppliers to uncover and realize new value and reduce the risk of failure?

A. Relationship Management
B. Supplier Management
C. Service Desk
D. Continual Improvement

A

B. Supplier Management

*Key = “supplier” in both question and answer

101
Q

Which practice has the purpose of establishing and nurturing the links between the organization and its stakeholders at strategic and tactical levels?

A. Supplier Management
B. Service Desk
C. Incident Management
D. Relationship Management

A

D. Relationship Management

102
Q

The purpose of ____ is to ensure that services deliver agreed levels of availability to meet the needs of customers and users?

A. Capacity and performance management
B. Service level management
C. Problem management
D. Availability management

A

D. Availability management

103
Q

What is the primary purpose of Incident management?

A. Restore normal service operation as quickly as possible’
B. Prevent future incidents from happening
C. Identifying trends in incidents by analysing reports
D. Applying resolutions and workarounds

A

A. Restore normal service operation as quickly as possible’

*Incident, not problem

104
Q

Which practice can provide an empathetic link to the users and an understanding of the wider organization?

A. Problem Management
B. Supplier Management
C. Relationship Management
D. Service Desk

A

D. Service Desk

*Key word = “empathetic” - they have to be empathetic b/c who the customer goes to
If said “nurture” instead would be C. Relationship Management

105
Q

Which of the following would be considered an IT Asset?

A. Any component that can contribute to the delivery of a product or service
B. Any valuable component that can contribute to the delivery of an IT product or service
C. Any component used to deliver a valuable IT service
D. Any asset used to deliver a valuable service

A

B. Any valuable component that can contribute to the delivery of an IT product or service

*Key = “valuable component” - Assets must have value

106
Q

Deployment management purpose is to move new or changed hardware, software, documentation, processes, or any other component to ___ environments

A. live
B. user
C. customer
D. test

A

A. live

*Deployment = live

107
Q

What practice has the purpose of setting clear business based targets for service performance?

A. Problem Management
B. Capacity and Performance Management
C. Service level Management
D. Service Desk

A

C. Service level Management

*shooting at a target = levels

108
Q

Which practice has a task of completing incident trend analysis?

A. Service Desk
B. Incident Management
C. Monitoring and Event Management
D. Problem Management

A

D. Problem Management

*If single incident, then B. Incident Management
since trend = problem management
“Trend” = problem / multiple incidents are a problem
“over and over” = trend

109
Q

Which practice has the purpose to ensure that services achieve agreed and expected performance, satisfying current and future demand in a cost effective way?

A. Capacity and performance management
B. Service level management
C. Availability management
D. Performance management

A

A. Capacity and performance management

*Key word = “future” - looking at capacity

110
Q

Some ____ can be completely fulfilled by automation from submission to closure, allowing for a complete self-service experience?

A. Problems
B. Service Requests
C. Norma Changes
D. Major Incidents

A

B. Service Requests

111
Q

A preauthorized low risk change is known as a ____

A. Emergency Change
B. Standard Change
C. Normal Change
D. Regular Change

A

B. Standard Change

*Acronym = SNE - Standard, Normal, Emergency
Key word = “pre-authorized”

112
Q

Which practice has the purpose to make new and changed services and features available to use?

A. Incident Management
B. Deployment Management
C. Service Desk
D. Release Management

A

D. Release Management

*Release because available
if live environment, then B. Deployment Management

113
Q

What is defined as any change of state that has significance for the management of a service or other configuration item?

A. A Change
B. An Event
C. A Problem
D.. A Major Incident

A

B. An Event

114
Q

Where would accurate and reliable information about the configuration of services, and the CIs that support them be stored?

A. A CMBD
B. A CI
C. An Incident Record
D. A Problem Record

A

A. A CMBD

*CMBD = database

115
Q

The purpose of ________ is to ensure that the availability and performance of a service is maintained at a sufficient level in the event of a disaster?

A. Service Continuity Management
B. Incident Management
C. Service Desk
D. Monitoring and Event Management

A

A. Service Continuity Management

*Disaster = continuity (continuing service on)

116
Q

Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

A. Progress iteratively with feedback
B. Keep it simple and practical
C. Start where you are
D. Focus on value

A

C. Start where you are

117
Q

Which practice has a purpose that includes ensuring that risks have been properly assessed?

A. Service configuration management
B. Problem management
C. Service level management
D. Change control

A

D. Change control

118
Q

When should a full risk assessment and authorization be carried out for a standard change?

A. Each time the standard change is implemented
B. When the procedure for the standard change is created
C. At least once a year
D. When an emergency change is requested

A

B. When the procedure for the standard change is created

*Acronym = SNE - Standard, Normal, Emergency

119
Q

Which is part of service provision?

A. The management of resources configured to deliver the service
B. The management of resources needed to consume the service
C. The grouping of one or more services based on one or more products
D. The joint activities performed to ensure continual value co-creation

A

D. The joint activities performed to ensure continual value co-creation

120
Q

What are “engage”, “plan”, and “improve” examples of?

A. Service value chain activities
B. Service level management
C. Service value chain inputs
D. Change control

A

A. Service value chain activities

121
Q

Which is included in the purpose of the “design and transition” value chain activity?

A. Change control
B. IT asset management
C. Service Desk
D. Service request management

A

A. Change control

*b/c transition

122
Q

Which is NOT a component of the service value system?

A. The guiding principles
B. Governance
C. Practices
D. The four dimensions of service management

A

D. The four dimensions of service management

123
Q

When should the effectiveness of a problem workaround be assessed?

A. Whenever the workaround is used
B. Whenever the problem is resolved
C. Whenever the workaround becomes a known error
D. Whenever the problem is prioritized

A

A. Whenever the workaround is used

*key word = “effectiveness”
key = “should” - because won’t know unless you use it

124
Q

Identify the missing work in the following sentence:

A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on ____

A. assets
B. values
C. elements
D. services

A

D. services

125
Q

Which dimension considers how knowledge assets should be protected?

A. Organizations and people
B. Partners and suppliers
C. Information and technology
D. Value streams and processes

A

C. Information and technology

*Protecting assets = info and technology

126
Q

Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

A. Each iteration should be designed before starting the initiative and implemented without feedback
B. Feedback should only be taken into account when one iteration fails to meet its objective
C. Feedback should be reduced for large improvements as it is unlikely that circumstances will change
D. Each iteration should be continually reevaluated based on feedback

A

D. Each iteration should be continually reevaluated based on feedback

127
Q

Which is a service request?

A. Requesting a workaround for an issue
B. Requesting information about how to create a document
C. Requesting an enhancement to an application
D. Requesting investigation of a degraded service

A

B. Requesting information about how to create a document

*Service request isn’t always a problem/incident

128
Q

Which describes a set of defined steps for implementing improvements?

A. The “improve” value chain activity
B. The “continual improvement register”
C. The “continual improvement model”
D. The “engage” value chain activity

A

C. The “continual improvement model”

129
Q

Which is a key requirement for a successful service level agreement?

A. It should be written in legal language
B. It should be simply written and easy to understand
C. It should be based on the service provider’s view of the service
D. It should relate to simple operational metrics

A

B. It should be simply written and easy to understand

130
Q

When planning “continual improvement”, which approach for assessing the current state of a service is CORRECT?

A. An organization should always use a single technique to ensure metrics are consistent
B. An organization should always use a strength, weakness, opportunity, and threat (SWOT) analysis
C. An organization should always develop competencies in methodologies and techniques that will meet their needs
D. An organization should always use an approach that combines Lean, Agile, and DevOps methodologies

A

C. An organization should always develop competencies in methodologies and techniques that will meet their needs

131
Q

Which guiding principle helps to ensure that better information is available for decision making?

A. Keep it simple and practical
B. Think and work holistically
C. Optimize and automate
D. Collaborate and promote visibility

A

D. Collaborate and promote visibility

*If don’t collaborate, will make bad decisions

132
Q

Which practice has a purpose that includes observing a service to report selected changes of state identified as events?

A. Information security management
B. Monitoring and event management
C. Incident management
D. Change control

A

B. Monitoring and event management

ITIL 4 Foundations (2 decks)

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