ITIL 4 Foundation Mock Exam 4 Flashcards Preview

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

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 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

2

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

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

3

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

SELECT THE CORRECT ANSWER

Supplier management

Deployment management

Problem management

Incident management

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

SELECT THE CORRECT ANSWER

Supplier management

Deployment management

Problem management

Incident management

4

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

SELECT THE CORRECT ANSWER

Improve

Engage

Obtain or build

Plan

5

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 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

6

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

7

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.

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.

8

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

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

9

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 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.

10

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

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

11

What should be done for every problem?

SELECT THE CORRECT ANSWER

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?

SELECT THE CORRECT ANSWER

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.

12

Which statement about the service desk practice is correct?

SELECT THE CORRECT ANSWER

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?

SELECT THE CORRECT ANSWER

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.

13

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 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

14

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

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

15

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

16

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.

17

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

SELECT THE CORRECT ANSWER

Optimize and automate

Start where you are

Focus on value

Progress iteratively with feedback

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

SELECT THE CORRECT ANSWER

Optimize and automate

Start where you are

Focus on value

Progress iteratively with feedback

18

What is an output?

SELECT THE CORRECT ANSWER

A change of state that has significance for the management of a configuration item.

A possible event that could cause harm or loss.

A result for a stakeholder.

A deliverable created by carrying out an activity.

What is an output?

SELECT THE CORRECT ANSWER

A change of state that has significance for the management of a configuration item.

A possible event that could cause harm or loss.

A result for a stakeholder.

A deliverable created by carrying out an activity.

19

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

SELECT THE CORRECT ANSWER

Compliments and complaints

Self-service tools

Processes and procedures

Incident management

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

SELECT THE CORRECT ANSWER

Compliments and complaints

Self-service tools

Processes and procedures

Incident management

20

Which practice may involve the initiation of disaster recovery?

SELECT THE CORRECT ANSWER

Incident management

Service request management

Service level management

IT asset management

Which practice may involve the initiation of disaster recovery?

SELECT THE CORRECT ANSWER

Incident management

Service request management

Service level management

IT asset management

21

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

SELECT THE CORRECT ANSWER

Service provision

Service consumption

Service offering

Service relationship management

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

SELECT THE CORRECT ANSWER

Service provision

Service consumption

Service offering

Service relationship management

22

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.

SELECT THE CORRECT ANSWER

outputs

outcomes

costs

risks

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.

SELECT THE CORRECT ANSWER

outputs

outcomes

costs

risks

23

Which is the best example of an emergency change?

SELECT THE CORRECT ANSWER

The implementation of a planned new release of a software application

A low-risk computer upgrade implemented as a service request

The implementation of a security patch in a critical software application

A scheduled major hardware and software implementation

Which is the best example of an emergency change?

SELECT THE CORRECT ANSWER

The implementation of a planned new release of a software application

A low-risk computer upgrade implemented as a service request

The implementation of a security patch in a critical software application

A scheduled major hardware and software implementation

24

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

SELECT THE CORRECT ANSWER

Focus on value

Collaborate and promote visibility

Think and work holistically

Keep it simple and practical

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

SELECT THE CORRECT ANSWER

Focus on value

Collaborate and promote visibility

Think and work holistically

Keep it simple and practical

25

Identify the missing word in the following sentence. A known error is a problem that has been _____ and has not been resolved.

SELECT THE CORRECT ANSWER

logged

analyzed

escalated

closed

Identify the missing word in the following sentence. A known error is a problem that has been _____ and has not been resolved.

SELECT THE CORRECT ANSWER

logged

analyzed

escalated

closed

26

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

SELECT THE CORRECT ANSWER

It reduces the number of metrics that need to be collected.

It reports each service element separately.

It provides an outcome-based view of services.

It facilitates the automatic collection of metrics.

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

SELECT THE CORRECT ANSWER

It reduces the number of metrics that need to be collected.

It reports each service element separately.

It provides an outcome-based view of services.

It facilitates the automatic collection of metrics.

27

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

SELECT THE CORRECT ANSWER

Service desk

Service level management

Service request management

Service configuration management

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

SELECT THE CORRECT ANSWER

Service desk

Service level management

Service request management

Service configuration management

28

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.

SELECT THE CORRECT ANSWER

focus on value guiding principle

four dimensions of service management

service value system

service request management practice

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.

SELECT THE CORRECT ANSWER

focus on value guiding principle

four dimensions of service management

service value system

service request management practice

29

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

SELECT THE CORRECT ANSWER

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

Require evidence that the supplier uses agile development methods

Require evidence that the supplier implements all improvements using project management practices

Ensure that all supplier problem management activities result in improvements

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

SELECT THE CORRECT ANSWER

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

Require evidence that the supplier uses agile development methods

Require evidence that the supplier implements all improvements using project management practices

Ensure that all supplier problem management activities result in improvements

30

What is a problem?

SELECT THE CORRECT ANSWER

An addition or modification that could have an effect on services.

Any change of state that has significance for the management of a configuration item.

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

An unplanned reduction in the quality of a service.

What is a problem?

SELECT THE CORRECT ANSWER

An addition or modification that could have an effect on services.

Any change of state that has significance for the management of a configuration item.

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

An unplanned reduction in the quality of a service.

31

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

SELECT THE CORRECT ANSWER

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

Decrease in self-service incident logging and resolution

Increased ability to focus on fixing technology instead of supporting people

Elimination of the need to escalate incidents to support teams

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

SELECT THE CORRECT ANSWER

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

Decrease in self-service incident logging and resolution

Increased ability to focus on fixing technology instead of supporting people

Elimination of the need to escalate incidents to support teams

32

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

SELECT THE CORRECT ANSWER

Relationship management

IT asset management

Release management

Service desk

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

SELECT THE CORRECT ANSWER

Relationship management

IT asset management

Release management

Service desk

33

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

SELECT THE CORRECT ANSWER

Organizations and people

Information and technology

Partners and suppliers

Value streams and processes

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

SELECT THE CORRECT ANSWER

Organizations and people

Information and technology

Partners and suppliers

Value streams and processes

34

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 workflow for service requests. 4. It supports progress discussions.

SELECT THE CORRECT ANSWER

1 and 2

2 and 3

3 and 4

1 and 4

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 workflow for service requests. 4. It supports progress discussions.

SELECT THE CORRECT ANSWER

1 and 2

2 and 3

3 and 4

1 and 4

35

What is the purpose of the relationship management practice?

SELECT THE CORRECT ANSWER

To align the organization's practices and services with changing business needs

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

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

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

What is the purpose of the relationship management practice?

SELECT THE CORRECT ANSWER

To align the organization's practices and services with changing business needs

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

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

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

36

Why should incidents be prioritized?

SELECT THE CORRECT ANSWER

To help automated matching of incidents to problems or known errors

To identify which support team the incident should be escalated to

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

To encourage a high level of collaboration within and between teams

Why should incidents be prioritized?

SELECT THE CORRECT ANSWER

To help automated matching of incidents to problems or known errors

To identify which support team the incident should be escalated to

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

To encourage a high level of collaboration within and between teams

37

Which term describes the functionality offered by a service?

SELECT THE CORRECT ANSWER

Cost

Utility

Warranty

Risk

Which term describes the functionality offered by a service?

SELECT THE CORRECT ANSWER

Cost

Utility

Warranty

Risk

38

How do all value chain activities transform inputs to outputs?

SELECT THE CORRECT ANSWER

By determining service demand

By using a combination of practices

By using a single functional team

By implementing process automation

How do all value chain activities transform inputs to outputs?

SELECT THE CORRECT ANSWER

By determining service demand

By using a combination of practices

By using a single functional team

By implementing process automation

39

Why should service desk staff detect recurring issues?

SELECT THE CORRECT ANSWER

To help identify problems

To escalate incidents to the correct support team

To ensure effective handling of service requests

To engage the correct change authority

Why should service desk staff detect recurring issues?

SELECT THE CORRECT ANSWER

To help identify problems

To escalate incidents to the correct support team

To ensure effective handling of service requests

To engage the correct change authority

40

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

SELECT THE CORRECT ANSWER

Focus on value

Start where you are

Collaborate and promote visibility

Progress iteratively with feedback

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

SELECT THE CORRECT ANSWER

Focus on value

Start where you are

Collaborate and promote visibility

Progress iteratively with feedback