ITIL 4 Foundation Mock Exam 3

Question 1

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

SELECT THE CORRECT ANSWER

Identify the outcomes that the service facilitates.

Identify all suppliers and partners involved in the service.

Determine who the service consumer is in each situation.

Determine the cost of providing the service.

Answer 1

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

SELECT THE CORRECT ANSWER

Identify the outcomes that the service facilitates.

Identify all suppliers and partners involved in the service.

Determine who the service consumer is in each situation.

Determine the cost of providing the service.

Question 2

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 more difficult to achieve objectives

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

Answer 2

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 more difficult to achieve objectives

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

Question 3

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

Answer 3

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

Question 4

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

SELECT THE CORRECT ANSWER

Think and work holistically

Progress iteratively with feedback

Focus on value

Keep it simple and practical

Answer 4

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

SELECT THE CORRECT ANSWER

Think and work holistically

Progress iteratively with feedback

Focus on value

Keep it simple and practical

Question 5

Which of the following is a requirement of the service desk?

SELECT THE CORRECT ANSWER

Service desks should avoid the use of automation.

Service desks should be highly technical.

Service desks should understand the wider organization.

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

Answer 5

Which of the following is a requirement of the service desk?

SELECT THE CORRECT ANSWER

Service desks should avoid the use of automation.

Service desks should be highly technical.

Service desks should understand the wider organization.

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

Question 6

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

SELECT THE CORRECT ANSWER

Service desk

Incident management

Change control

Service level management

Answer 6

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

SELECT THE CORRECT ANSWER

Service desk

Incident management

Change control

Service level management

Question 7

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.

SELECT THE CORRECT ANSWER

the warranty

outcomes

the utility

outputs

Answer 7

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.

SELECT THE CORRECT ANSWER

the warranty

outcomes

the utility

outputs

Question 8

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

SELECT THE CORRECT ANSWER

Guiding principles can guide an organization in all circumstances.

Each guiding principle mandates specific actions and decisions.

An organization will select and adopt only one of the seven guiding principles.

Guiding principles describe the processes that all organizations must adopt.

Answer 8

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

SELECT THE CORRECT ANSWER

Guiding principles can guide an organization in all circumstances.

Each guiding principle mandates specific actions and decisions.

An organization will select and adopt only one of the seven guiding principles.

Guiding principles describe the processes that all organizations must adopt.

Question 9

Which statement about the value chain activities is correct?

SELECT THE CORRECT ANSWER

Every practice belongs to a specific value chain activity.

A specific combination of value chain activities and practices forms a service relationship.

Service value chain activities form a single workflow that enables value creation.

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

Answer 9

Which statement about the value chain activities is correct?

SELECT THE CORRECT ANSWER

Every practice belongs to a specific value chain activity.

A specific combination of value chain activities and practices forms a service relationship.

Service value chain activities form a single workflow that enables value creation.

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

Question 10

Which is NOT usually included as part of incident management?

SELECT THE CORRECT ANSWER

Scripts for collecting initial information about incidents

Formalized procedures for logging incidents

Detailed procedures for the diagnosis of incidents

The use of specialized knowledge for complicated incidents

Answer 10

Which is NOT usually included as part of incident management?

SELECT THE CORRECT ANSWER

Scripts for collecting initial information about incidents

Formalized procedures for logging incidents

Detailed procedures for the diagnosis of incidents

The use of specialized knowledge for complicated incidents

Question 11

Which is a purpose of the service desk practice?

SELECT THE CORRECT ANSWER

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

To maximize the number of successful IT changes by ensuring risks are properly assessed

To capture demand for incident resolution and service requests

To set clear business-based targets for service performance

Answer 11

Which is a purpose of the service desk practice?

SELECT THE CORRECT ANSWER

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

To maximize the number of successful IT changes by ensuring risks are properly assessed

To capture demand for incident resolution and service requests

To set clear business-based targets for service performance

Question 12

What is the definition of an event?

SELECT THE CORRECT ANSWER

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

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

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

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

Answer 12

What is the definition of an event?

SELECT THE CORRECT ANSWER

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

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

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

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

Question 13

What is the primary use of a change schedule?

SELECT THE CORRECT ANSWER

To support incident management and improvement planning

To manage emergency changes

To plan changes and help avoid conflicts

To manage standard changes

Answer 13

What is the primary use of a change schedule?

SELECT THE CORRECT ANSWER

To support incident management and improvement planning

To manage emergency changes

To plan changes and help avoid conflicts

To manage standard changes

Question 14

Identify the missing word in the following sentence. The purpose of the information security management practice is to ________ the organization s information.

SELECT THE CORRECT ANSWER

Store

Provide

Audit

Protect

Answer 14

Identify the missing word in the following sentence. The purpose of the information security management practice is to ________ the organization s information.

SELECT THE CORRECT ANSWER

Store

Provide

Audit

Protect

Question 15

Which of the following describes outcomes?

SELECT THE CORRECT ANSWER

Tangible or intangible deliverables

Functionality offered by a product or service

Results desired by a stakeholder

Configuration of an organization s resources

Answer 15

Which of the following describes outcomes?

SELECT THE CORRECT ANSWER

Tangible or intangible deliverables

Functionality offered by a product or service

Results desired by a stakeholder

Configuration of an organization s resources

Question 16

Which practice is the responsibility of everyone in the organization?

SELECT THE CORRECT ANSWER

Service level management

Change control

Problem management

Continual improvement

Answer 16

Which practice is the responsibility of everyone in the organization?

SELECT THE CORRECT ANSWER

Service level management

Change control

Problem management

Continual improvement

Question 17

A service provider describes a package that includes a laptop with software, licences, and support. This package is an example of ________.

SELECT THE CORRECT ANSWER

Value

An outcome

Warranty

A service offering

Answer 17

A service provider describes a package that includes a laptop with software, licences, and support. This package is an example of ________.

SELECT THE CORRECT ANSWER

Value

An outcome

Warranty

A service offering

Question 18

Which would be supported by the service request management practice?

SELECT THE CORRECT ANSWER

A request to authorize a change that could have an effect on a service

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

A request to restore service after a service interruption

A request to investigate the cause of multiple related incidents

Answer 18

Which would be supported by the service request management practice?

SELECT THE CORRECT ANSWER

A request to authorize a change that could have an effect on a service

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

A request to restore service after a service interruption

A request to investigate the cause of multiple related incidents

Question 19

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

Answer 19

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

Question 20

Which practice is responsible for moving components to live environments?

SELECT THE CORRECT ANSWER

Change control

Release management

IT asset management

Deployment management

Answer 20

Which practice is responsible for moving components to live environments?

SELECT THE CORRECT ANSWER

Change control

Release management

IT asset management

Deployment management

Question 21

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

Answer 21

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

Question 22

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

SELECT THE CORRECT ANSWER

The price of the service and the cost of creating the service

The costs removed by the service and the costs imposed by the service

The cost of provisioning the service and the cost of improving the service

The cost of software and the cost of hardware

Answer 22

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

SELECT THE CORRECT ANSWER

The price of the service and the cost of creating the service

The costs removed by the service and the costs imposed by the service

The cost of provisioning the service and the cost of improving the service

The cost of software and the cost of hardware

Question 23

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

SELECT THE CORRECT ANSWER

Focus on value

Start where you are

Keep it simple and practical

Progress iteratively with feedback

Answer 23

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

SELECT THE CORRECT ANSWER

Focus on value

Start where you are

Keep it simple and practical

Progress iteratively with feedback

Question 24

Which is a recommendation of the continual improvement practice?

SELECT THE CORRECT ANSWER

There should at least be a small team dedicated to leading continual improvement efforts

All improvements should be managed as multi-phase projects

Continual improvement’ should be isolated from other practices

External suppliers should be excluded from improvement initiatives

Answer 24

Which is a recommendation of the continual improvement practice?

SELECT THE CORRECT ANSWER

There should at least be a small team dedicated to leading continual improvement efforts

All improvements should be managed as multi-phase projects

Continual improvement’ should be isolated from other practices

External suppliers should be excluded from improvement initiatives

Question 25

Which practice provides a single point of contact for users?

SELECT THE CORRECT ANSWER

Incident management

Change control

Service desk

Service request management

Answer 25

Which practice provides a single point of contact for users?

SELECT THE CORRECT ANSWER

Incident management

Change control

Service desk

Service request management

Question 26

How should an organization adopt continual improvement methods?

SELECT THE CORRECT ANSWER

Use a new method for each improvement the organization handles.

Select a few key methods for the types of improvement 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.

Answer 26

How should an organization adopt continual improvement methods?

SELECT THE CORRECT ANSWER

Use a new method for each improvement the organization handles.

Select a few key methods for the types of improvement 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.

Question 27

Which service management dimension is focused on the activities undertaken by an organization and how they are organized?

SELECT THE CORRECT ANSWER

Organizations and people

Information and technology

Partners and suppliers

Value streams and processes

Answer 27

Which service management dimension is focused on the activities undertaken by an organization and how they are organized?

SELECT THE CORRECT ANSWER

Organizations and people

Information and technology

Partners and suppliers

Value streams and processes

Question 28

Which of the following 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

Answer 28

Which of the following 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

Question 29

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

SELECT THE CORRECT ANSWER

It may ensure that the cause of incidents is identified within agreed times.

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

It may ensure that supplier contracts are aligned with the needs of the service provider.

It may provide automated resolution and closure of complex incidents.

Answer 29

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

SELECT THE CORRECT ANSWER

It may ensure that the cause of incidents is identified within agreed times.

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

It may ensure that supplier contracts are aligned with the needs of the service provider.

It may provide automated resolution and closure of complex incidents.

Question 30

Which statement about a change authority is correct?

SELECT THE CORRECT ANSWER

A single change authority should be assigned to authorize all types of change and change models.

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

Normal changes are preauthorized and do not need a change authority.

Emergency changes can be implemented without authorization from a change authority.

Answer 30

Which statement about a change authority is correct?

SELECT THE CORRECT ANSWER

A single change authority should be assigned to authorize all types of change and change models.

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

Normal changes are preauthorized and do not need a change authority.

Emergency changes can be implemented without authorization from a change authority.

Question 31

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

SELECT THE CORRECT ANSWER

Trying to create a solution for every exception

Understanding how each element contributes to value creation

Ignoring the conflicting objectives of different stakeholders

Starting with a complex solution and then simplifying it

Answer 31

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

SELECT THE CORRECT ANSWER

Trying to create a solution for every exception

Understanding how each element contributes to value creation

Ignoring the conflicting objectives of different stakeholders

Starting with a complex solution and then simplifying it

Question 32

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

SELECT THE CORRECT ANSWER

Security and compliance

Communication systems and knowledge bases

Workflow management and inventory systems

Roles and responsibilities

Answer 32

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

SELECT THE CORRECT ANSWER

Security and compliance

Communication systems and knowledge bases

Workflow management and inventory systems

Roles and responsibilities

Question 33

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

SELECT THE CORRECT ANSWER

Improve

Plan

Deliver and support

Obtain or build

Answer 33

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

SELECT THE CORRECT ANSWER

Improve

Plan

Deliver and support

Obtain or build

Question 34

What is the purpose of the supplier management practice?

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 suppliers’ services is available when and where it is needed

Answer 34

What is the purpose of the supplier management practice?

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 suppliers’ services is available when and where it is needed

Question 35

How does categorization of incidents assist the incident management practice?

SELECT THE CORRECT ANSWER

It helps direct the incident to the correct support area.

It determines the priority assigned to the incident.

It ensures that incidents are resolved in timescales agreed with the customer.

It determines how the service provider is perceived.

Answer 35

How does categorization of incidents assist the incident management practice?

SELECT THE CORRECT ANSWER

It helps direct the incident to the correct support area.

It determines the priority assigned to the incident.

It ensures that incidents are resolved in timescales agreed with the customer.

It determines how the service provider is perceived.

Question 36

What is a standard change?

SELECT THE CORRECT ANSWER

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

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

A change that doesn t need a risk assessment because it is required to resolve an incident

A change that is assessed, authorized, and scheduled as part of continual improvement

Answer 36

What is a standard change?

SELECT THE CORRECT ANSWER

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

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

A change that doesn t need a risk assessment because it is required to resolve an incident

A change that is assessed, authorized, and scheduled as part of continual improvement

Question 37

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

SELECT THE CORRECT ANSWER

Continual improvement

Service desk

Service level management

Problem management

Answer 37

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

SELECT THE CORRECT ANSWER

Continual improvement

Service desk

Service level management

Problem management

Question 38

Who among the following submits service requests?

SELECT THE CORRECT ANSWER

The user or their authorized representative

The customer or their authorized representative

The sponsor or their authorized representative

The supplier or their authorized representative

Answer 38

Who among the following submits service requests?

SELECT THE CORRECT ANSWER

The user or their authorized representative

The customer or their authorized representative

The sponsor or their authorized representative

The supplier or their authorized representative

Question 39

What is the definition of change?

SELECT THE CORRECT ANSWER

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

To ensure that accurate and reliable information about the configuration of services is available

To make new and changed services and features available for use

To move new or changed hardware, software, or any other component to live environment

Answer 39

What is the definition of change?

SELECT THE CORRECT ANSWER

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

To ensure that accurate and reliable information about the configuration of services is available

To make new and changed services and features available for use

To move new or changed hardware, software, or any other component to live environment

Question 40

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

SELECT THE CORRECT ANSWER

A change request is submitted to change control.

Problem management restores the service as soon as possible.

The problem remains in the known error status.

The problem record is deleted.

Answer 40

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

SELECT THE CORRECT ANSWER

A change request is submitted to change control.

Problem management restores the service as soon as possible.

The problem remains in the known error status.

The problem record is deleted.