ITIL 4 Foundation Mock Exam 4 Flashcards
What considerations influence the supplier strategy of an organization?
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Contracts and agreements
Type of cooperation with suppliers
Corporate culture of the organization
Level of formality
What considerations influence the supplier strategy of an organization?
SELECT THE CORRECT ANSWER
Contracts and agreements
Type of cooperation with suppliers
Corporate culture of the organization
Level of formality
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve?
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A service
An output
A practice
Continual improvement
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve?
SELECT THE CORRECT ANSWER
A service
An output
A practice
Continual improvement
Which practice has a purpose that includes restoring normal service operation as quickly as possible?
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Supplier management
Deployment management
Problem management
Incident management
Which practice has a purpose that includes restoring normal service operation as quickly as possible?
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Supplier management
Deployment management
Problem management
Incident management
Which value chain activity communicates the current status of all four dimensions of service management?
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Improve
Engage
Obtain or build
Plan
Which value chain activity communicates the current status of all four dimensions of service management?
SELECT THE CORRECT ANSWER
Improve
Engage
Obtain or build
Plan
Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?
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Service configuration management
Service desk
IT asset management
Monitoring and event management
Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?
SELECT THE CORRECT ANSWER
Service configuration management
Service desk
IT asset management
Monitoring and event management
Which guiding principle is primarily concerned with consumer’s revenue and growth?
SELECT THE CORRECT ANSWER
Keep it simple and practical
Optimize and automate
Progress iteratively with feedback
Focus on value
Which guiding principle is primarily concerned with consumer’s revenue and growth?
SELECT THE CORRECT ANSWER
Keep it simple and practical
Optimize and automate
Progress iteratively with feedback
Focus on value
Which statement about change authorization is correct?
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A change authority should be assigned to each type of change and change model.
Centralizing change authorization to a single person is the most effective means of authorization.
The authorization of normal changes should be expedited to ensure they can be implemented quickly.
Standard changes are high risk and should be authorized by the highest level of change authorities.
Which statement about change authorization is correct?
SELECT THE CORRECT ANSWER
A change authority should be assigned to each type of change and change model.
Centralizing change authorization to a single person is the most effective means of authorization.
The authorization of normal changes should be expedited to ensure they can be implemented quickly.
Standard changes are high risk and should be authorized by the highest level of change authorities.
What should all continual improvement decisions be based on?
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Details of how services are measured
Accurate and carefully analysed data
An up-to-date balanced scorecard
A recent maturity assessment
What should all continual improvement decisions be based on?
SELECT THE CORRECT ANSWER
Details of how services are measured
Accurate and carefully analysed data
An up-to-date balanced scorecard
A recent maturity assessment
Which is the purpose of the monitoring and event management practice?
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To ensure that accurate and reliable information about the configuration of services is available when and where it is needed.
To systematically observe services and service components, and record and report selected changes of state.
To protect the information needed by the organization to conduct its business.
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible.
Which is the purpose of the monitoring and event management practice?
SELECT THE CORRECT ANSWER
To ensure that accurate and reliable information about the configuration of services is available when and where it is needed.
To systematically observe services and service components, and record and report selected changes of state.
To protect the information needed by the organization to conduct its business.
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible.
Which is intended to help an organization adopt and adapt ITIL guidance?
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The four dimensions of service management
The guiding principles
The service value chain
The practices
Which is intended to help an organization adopt and adapt ITIL guidance?
SELECT THE CORRECT ANSWER
The four dimensions of service management
The guiding principles
The service value chain
The practices
What should be done for every problem?
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It should be diagnosed to identify possible solutions.
It should be prioritized based on its potential impact and probability.
It should be resolved so that it can be closed.
It should have a workaround to reduce the impact.
What should be done for every problem?
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It should be diagnosed to identify possible solutions.
It should be prioritized based on its potential impact and probability.
It should be resolved so that it can be closed.
It should have a workaround to reduce the impact.
Which statement about the service desk practice is correct?
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It provides a link with stakeholders at strategic and tactical levels.
It carries out change assessment and authorization.
It investigates the cause of incidents.
It needs a practical understanding of the business processes.
Which statement about the service desk practice is correct?
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It provides a link with stakeholders at strategic and tactical levels.
It carries out change assessment and authorization.
It investigates the cause of incidents.
It needs a practical understanding of the business processes.
What is the starting point for optimization?
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Securing stakeholder engagement
Understanding the vision and objectives of the organization
Determining where the most positive impact would be
Standardizing practices and services
What is the starting point for optimization?
SELECT THE CORRECT ANSWER
Securing stakeholder engagement
Understanding the vision and objectives of the organization
Determining where the most positive impact would be
Standardizing practices and services
What type of change is most likely to be managed by the service request management practice?
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A normal change
An emergency change
A standard change
An application change
What type of change is most likely to be managed by the service request management practice?
SELECT THE CORRECT ANSWER
A normal change
An emergency change
A standard change
An application change
Which practice provides support for managing feedback, compliments and complaints from users?
SELECT THE CORRECT ANSWER
Change control
Service request management
Problem management
Incident management
Which practice provides support for managing feedback, compliments and complaints from users?
SELECT THE CORRECT ANSWER
Change control
Service request management
Problem management
Incident management
Which statement about known errors and problems is correct?
SELECT THE CORRECT ANSWER
Known error is the status assigned to a problem after it has been analyzed.
A known error is the cause of one or more problems.
Known errors cause vulnerabilities and problems cause incidents.
Known errors are managed by technical staff while problems are managed by service management staff.
Which statement about known errors and problems is correct?
SELECT THE CORRECT ANSWER
Known error is the status assigned to a problem after it has been analyzed.
A known error is the cause of one or more problems.
Known errors cause vulnerabilities and problems cause incidents.
Known errors are managed by technical staff while problems are managed by service management staff.
