ITIL 4 Foundation Mock Exam 2 Flashcards Preview

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Flashcards in ITIL 4 Foundation Mock Exam 2 Deck (40)
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1

Which of the following is an example of access to resource?

SELECT THE CORRECT ANSWER

Installing a new application on the server

Providing a user access to an application

Rebooting the server

Assigning an asset to employee

Which of the following is an example of access to resource?

SELECT THE CORRECT ANSWER

Installing a new application on the server

Providing a user access to an application

Rebooting the server

Assigning an asset to employee

2

How does configuration management support deliver and support of value chain activity?

SELECT THE CORRECT ANSWER

Configuration information is used to support activities of the incident management and problem management practices

Configuration management documents how assets work together to create a service

Configuration records are used to create the code or artefact that is being built

Configuration information is used by consumers

How does configuration management support deliver and support of value chain activity?

SELECT THE CORRECT ANSWER

Configuration information is used to support activities of the incident management and problem management practices

Configuration management documents how assets work together to create a service

Configuration records are used to create the code or artefact that is being built

Configuration information is used by consumers

3

How should an organization adopt continual improvement methods?

SELECT THE CORRECT ANSWER

Use a new method for each improvement that the organization handles

Select a few key methods to suit the types of improvement that the organization handles

Build the capability to use as many improvement methods as possible

Select a single method for all improvements that the organization handles

How should an organization adopt continual improvement methods?

SELECT THE CORRECT ANSWER

Use a new method for each improvement that the organization handles

Select a few key methods to suit the types of improvement that the organization handles

Build the capability to use as many improvement methods as possible

Select a single method for all improvements that the organization handles

4

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

SELECT THE CORRECT ANSWER

Change control

Service request management

Release management

Deployment management

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

SELECT THE CORRECT ANSWER

Change control

Service request management

Release management

Deployment management

5

How can the risk be reduced by service consumers while requesting service? 1. Actively participating while specifying the requirements of the service 2. Clearly communicating the critical success factors 3. Identifying the constraints applicable to the service 4. Confirming the cost

SELECT THE CORRECT ANSWER

1, 2, and 4

1, 3, and 4

2, 3 and 4

1, 2 and 3

How can the risk be reduced by service consumers while requesting service? 1. Actively participating while specifying the requirements of the service 2. Clearly communicating the critical success factors 3. Identifying the constraints applicable to the service 4. Confirming the cost

SELECT THE CORRECT ANSWER

1, 2, and 4

1, 3, and 4

2, 3 and 4

1, 2 and 3

6

What is the definition of change?

SELECT THE CORRECT ANSWER

Any change of state that has significance for the management of a configuration item or IT service

Any component that needs to be managed to deliver an IT service

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

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

What is the definition of change?

SELECT THE CORRECT ANSWER

Any change of state that has significance for the management of a configuration item or IT service

Any component that needs to be managed to deliver an IT service

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

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

7

What is the purpose of IT asset management?

SELECT THE CORRECT ANSWER

Plan and manage the full lifecycle of all IT assets

Move new or changed hardware, software, documentation, processes, or any other component to live environments

Ensure that accurate and reliable information about the configuration of services, and the CIs, is available when and where it is needed

Restore normal operation as quickly as possible

What is the purpose of IT asset management?

SELECT THE CORRECT ANSWER

Plan and manage the full lifecycle of all IT assets

Move new or changed hardware, software, documentation, processes, or any other component to live environments

Ensure that accurate and reliable information about the configuration of services, and the CIs, is available when and where it is needed

Restore normal operation as quickly as possible

8

Which of the following are examples where technology can support service management?

SELECT THE CORRECT ANSWER

Workflow management

Inventory system

Mobile platform

All of the above

Which of the following are examples where technology can support service management?

SELECT THE CORRECT ANSWER

Workflow management

Inventory system

Mobile platform

All of the above

9

Which is NOT usually included as part of incident management?

SELECT THE CORRECT ANSWER

Scripts for collecting initial information about incidents

Formalized processes for logging incidents

Detailed procedures for the diagnosis of incidents

Specialized knowledge for complicated incidents

Which is NOT usually included as part of incident management?

SELECT THE CORRECT ANSWER

Scripts for collecting initial information about incidents

Formalized processes for logging incidents

Detailed procedures for the diagnosis of incidents

Specialized knowledge for complicated incidents

10

Who authorizes the budget for service consumption?

SELECT THE CORRECT ANSWER

Customer

User

Sponsor

Service provider

Who authorizes the budget for service consumption?

SELECT THE CORRECT ANSWER

Customer

User

Sponsor

Service provider

11

Which of the following is NOT an example of service provision?

SELECT THE CORRECT ANSWER

Access to the resources for users

Fulfillment of the agreed service actions

Service actions performed by users

Supplying of goods

Which of the following is NOT an example of service provision?

SELECT THE CORRECT ANSWER

Access to the resources for users

Fulfillment of the agreed service actions

Service actions performed by users

Supplying of goods

12

What is service management?

SELECT THE CORRECT ANSWER

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

A set of specialized organizational capabilities for enabling value for customers in the form of services

An unplanned interruption to a service or reduction in the quality of a service

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

What is service management?

SELECT THE CORRECT ANSWER

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

A set of specialized organizational capabilities for enabling value for customers in the form of services

An unplanned interruption to a service or reduction in the quality of a service

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

13

Which practice is responsible for restoring normal service operation as quickly as possible?

SELECT THE CORRECT ANSWER

Change control

IT asset management

Incident management

Release management

Which practice is responsible for restoring normal service operation as quickly as possible?

SELECT THE CORRECT ANSWER

Change control

IT asset management

Incident management

Release management

14

What is the definition of warranty?

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 difficult to achieve objectives

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

What is the definition of warranty?

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 difficult to achieve objectives

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

15

How does service desk practice contribute to engage activity of a service value chain?

SELECT THE CORRECT ANSWER

The service desk is a channel for communicating with users about new and changed services

The service desk is the main channel for tactical and operational engagement with users

Service desk activities are constantly monitored and evaluated to support continual improvement, alignment, and value creation

The service desk is involved in acquiring service components used to fulfill service requests and resolving incidents

How does service desk practice contribute to engage activity of a service value chain?

SELECT THE CORRECT ANSWER

The service desk is a channel for communicating with users about new and changed services

The service desk is the main channel for tactical and operational engagement with users

Service desk activities are constantly monitored and evaluated to support continual improvement, alignment, and value creation

The service desk is involved in acquiring service components used to fulfill service requests and resolving incidents

16

What is service value chain?

SELECT THE CORRECT ANSWER

A set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers

The means by which an organization is directed and controlled

Recommendations that can guide an organization in all circumstances

Sets of organizational resources designed for performing work or accomplishing an objective

What is service value chain?

SELECT THE CORRECT ANSWER

A set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers

The means by which an organization is directed and controlled

Recommendations that can guide an organization in all circumstances

Sets of organizational resources designed for performing work or accomplishing an objective

17

Which of the following is NOT a dimension of service management?

SELECT THE CORRECT ANSWER

Organizations and people

Information and technology

Process and function

Partners and suppliers

Which of the following is NOT a dimension of service management?

SELECT THE CORRECT ANSWER

Organizations and people

Information and technology

Process and function

Partners and suppliers

18

__________can be defined as the entirety of the interactions a customer has with an organization and its products.

SELECT THE CORRECT ANSWER

Service level management

Customer management

Customer relationship

Customer experience

__________can be defined as the entirety of the interactions a customer has with an organization and its products.

SELECT THE CORRECT ANSWER

Service level management

Customer management

Customer relationship

Customer experience

19

Which is a recommendation of the service desk practice?

SELECT THE CORRECT ANSWER

Service desks should never use technologies such as SMS and chat functions

Service desks should be highly technical functions

Service desks should have a practical understanding of the wider business

Service desks should always be a physical team in a single fixed location

Which is a recommendation of the service desk practice?

SELECT THE CORRECT ANSWER

Service desks should never use technologies such as SMS and chat functions

Service desks should be highly technical functions

Service desks should have a practical understanding of the wider business

Service desks should always be a physical team in a single fixed location

20

How does incident management support obtain/build of value chain activity?

SELECT THE CORRECT ANSWER

Ensures incidents that occur in development environments are resolved in a timely and controlled manner

Identifies and manages product defects

Makes significant incidents visible to customers

Prioritizes incident records both in terms of incident frequency and severity

How does incident management support obtain/build of value chain activity?

SELECT THE CORRECT ANSWER

Ensures incidents that occur in development environments are resolved in a timely and controlled manner

Identifies and manages product defects

Makes significant incidents visible to customers

Prioritizes incident records both in terms of incident frequency and severity

21

What is the purpose of supplier management?​

SELECT THE CORRECT ANSWER

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

To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services

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

To ensure that accurate and reliable information about the configuration of supplier's services is available when and where it is needed

What is the purpose of supplier management?

SELECT THE CORRECT ANSWER

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

To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services

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

To ensure that accurate and reliable information about the configuration of supplier's services is available when and where it is needed

22

When is the silos created in the organizations?

SELECT THE CORRECT ANSWER

When team works collaboratively

When there is resistance to change

When access to the information or specialized expertise is difficult

Both B and C

When is the silos created in the organizations?

SELECT THE CORRECT ANSWER

When team works collaboratively

When there is resistance to change

When access to the information or specialized expertise is difficult

Both B and C

23

For risk management to be effective, risks need to be:

SELECT THE CORRECT ANSWER

Identified

Assessed

Treated

All of the above

For risk management to be effective, risks need to be:

SELECT THE CORRECT ANSWER

Identified

Assessed

Treated

All of the above

24

Which of the following is NOT an activity of supplier management?

SELECT THE CORRECT ANSWER

Develop, negotiate, review, update, finalize, and award supplier contracts

Identify, evaluate, and select suppliers for the delivery of new or changed business services

Categorize suppliers periodically

Restore normal operation as quickly as possible

Which of the following is NOT an activity of supplier management?

SELECT THE CORRECT ANSWER

Develop, negotiate, review, update, finalize, and award supplier contracts

Identify, evaluate, and select suppliers for the delivery of new or changed business services

Categorize suppliers periodically

Restore normal operation as quickly as possible

25

Which ITIL concept describes practices?

SELECT THE CORRECT ANSWER

Seven guiding principles

Four dimensions of service management

Service value chain

Service value system

Which ITIL concept describes practices?

SELECT THE CORRECT ANSWER

Seven guiding principles

Four dimensions of service management

Service value chain

Service value system

26

Which of the following is true about informational events?

SELECT THE CORRECT ANSWER

Require action before any negative impact is experienced by the business

Do not require action at the time they are identified

Identify a breach to an established norm

Require action even if business impact is not yet experienced

Which of the following is true about informational events?

SELECT THE CORRECT ANSWER

Require action before any negative impact is experienced by the business

Do not require action at the time they are identified

Identify a breach to an established norm

Require action even if business impact is not yet experienced

27

When the products and services are developed or delivered internally by the organization, it is called ____________.

SELECT THE CORRECT ANSWER

Outsourcing

Insourcing

Multi-sourcing

Single-sourcing

When the products and services are developed or delivered internally by the organization, it is called ____________.

SELECT THE CORRECT ANSWER

Outsourcing

Insourcing

Multi-sourcing

Single-sourcing

28

When is the ownership of a product transferred to a consumer?

SELECT THE CORRECT ANSWER

When a service provider delivers goods

When an access is granted

When service action is performed by service provider

None of the above

When is the ownership of a product transferred to a consumer?

SELECT THE CORRECT ANSWER

When a service provider delivers goods

When an access is granted

When service action is performed by service provider

None of the above

29

Arrange the following steps of software lifecycle in correct order. 1. Retire 2. Test 3. Operate 4. Deploy 5. Ideation 6. Develop 7. Design

SELECT THE CORRECT ANSWER

1, 3, 5, 6, 7, 2, 4

1, 2, 5, 7, 4, 6, 3

5, 7, 6, 2, 4, 3, 1

5, 7, 6, 1, 3, 4, 2

Arrange the following steps of software lifecycle in correct order. 1. Retire 2. Test 3. Operate 4. Deploy 5. Ideation 6. Develop 7. Design

SELECT THE CORRECT ANSWER

1, 3, 5, 6, 7, 2, 4

1, 2, 5, 7, 4, 6, 3

5, 7, 6, 2, 4, 3, 1

5, 7, 6, 1, 3, 4, 2

30

How does service request management contribute to design and transition activity?

SELECT THE CORRECT ANSWER

By collecting user-specific request requirements

By acquiring pre-approved service components

By providing service request trend and quality information

By initiating standard changes to fulfill service requests

How does service request management contribute to design and transition activity?

SELECT THE CORRECT ANSWER

By collecting user-specific request requirements

By acquiring pre-approved service components

By providing service request trend and quality information

By initiating standard changes to fulfill service requests

31

What is the purpose of service level management?

SELECT THE CORRECT ANSWER

Sets clear business-based targets for service performance

Supports the agreed quality of a service by handling all pre-defined, user-initiated service requests

Ensures that accurate and reliable information about the configuration of services, and the CIs, is available when and where it is needed

Establishes and nurtures the links between the organization and its stakeholders

What is the purpose of service level management?

SELECT THE CORRECT ANSWER

Sets clear business-based targets for service performance

Supports the agreed quality of a service by handling all pre-defined, user-initiated service requests

Ensures that accurate and reliable information about the configuration of services, and the CIs, is available when and where it is needed

Establishes and nurtures the links between the organization and its stakeholders

32

What provides organizations with a structured approach to implementing improvements?

SELECT THE CORRECT ANSWER

Service improvement plan

Continual improvement model

Organization change management

Lean and agile

What provides organizations with a structured approach to implementing improvements?

SELECT THE CORRECT ANSWER

Service improvement plan

Continual improvement model

Organization change management

Lean and agile

33

What do service providers help their consumers to achieve?

SELECT THE CORRECT ANSWER

Value

Outcome

Service

Product

What do service providers help their consumers to achieve?

SELECT THE CORRECT ANSWER

Value

Outcome

Service

Product

34

Which guiding principle recommends to eliminate anything that is wasteful and use technology wherever possible?

SELECT THE CORRECT ANSWER

Focus on value

Start where you are

Optimize and automate

Collaborate and promote visibility

Which guiding principle recommends to eliminate anything that is wasteful and use technology wherever possible?

SELECT THE CORRECT ANSWER

Focus on value

Start where you are

Optimize and automate

Collaborate and promote visibility

35

What is the purpose of information security management?

SELECT THE CORRECT ANSWER

Understanding and managing risks to the confidentiality, integrity, and availability of information

Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible

Reducing the likelihood and impact of incidents

Moving new or changed hardware, software, documentation, processes, or any other component to live environments

What is the purpose of information security management?

SELECT THE CORRECT ANSWER

Understanding and managing risks to the confidentiality, integrity, and availability of information

Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible

Reducing the likelihood and impact of incidents

Moving new or changed hardware, software, documentation, processes, or any other component to live environments

36

What is an emergency change?

SELECT THE CORRECT ANSWER

A change that doesn't need risk assessment because the procedure has been pre-authorized

A change that needs to be assessed, authorized, and scheduled by a change authority

A change that doesn't need risk assessment because it is required to resolve an incident

A change that must be implemented as soon as possible

What is an emergency change?

SELECT THE CORRECT ANSWER

A change that doesn't need risk assessment because the procedure has been pre-authorized

A change that needs to be assessed, authorized, and scheduled by a change authority

A change that doesn't need risk assessment because it is required to resolve an incident

A change that must be implemented as soon as possible

37

Through which of the following activities is governance realized?

SELECT THE CORRECT ANSWER

Evaluate, direct, and control

Command and control

Assess and analyze

Monitor and measure

Through which of the following activities is governance realized?

SELECT THE CORRECT ANSWER

Evaluate, direct, and control

Command and control

Assess and analyze

Monitor and measure

38

What is the tangible or intangible deliverable of an activity termed?

SELECT THE CORRECT ANSWER

Outcome

Output

Value

Result

What is the tangible or intangible deliverable of an activity termed?

SELECT THE CORRECT ANSWER

Outcome

Output

Value

Result

39

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 control

SELECT THE CORRECT ANSWER

1 and 2

2 and 3

3 and 4

1 and 4

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 control

SELECT THE CORRECT ANSWER

1 and 2

2 and 3

3 and 4

1 and 4

40

What is a workaround?

SELECT THE CORRECT ANSWER

Problem that has been analyzed but has not been resolved

Any component that needs to be managed to deliver an IT service

A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available

A cause, or potential cause, of one or more incidents

What is a workaround?

SELECT THE CORRECT ANSWER

Problem that has been analyzed but has not been resolved

Any component that needs to be managed to deliver an IT service

A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available

A cause, or potential cause, of one or more incidents