ITIL 4 Foundation Sample 1 Flashcards
(40 cards)
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 change that is well understood, fully documented and pre-authorized
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
C. To plan changes and help avoid conflicts
Which practice is the responsibility of everyone in the organization?
A. Service level management
B. Change enablement
C. Problem management
D. Continual improvement
D. Continual improvement
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
C. The problem remains in the known error status
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. Think and work holistically
Which practice is responsible for moving components to live environments?
A. Change enablement
B. Release management
C. IT asset management
D. Deployment management
D. Deployment management
Which practice provides a single point of contact for users?
A. Incident management
B. Change enablement
C. Service desk
D. Service request management
C. Service desk
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. Service desk
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. To add, modify or remove anything that could have a direct or indirect effect on services
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. Any change of state that has significance for the management of a service or other configuration item
Which value chain activity ensures people understand the organization’s vision?
A. Improve
B. Plan
C. Deliver and support
D. Obtain/build
B. Plan
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. It helps direct the incident to the correct support area
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
C. Release management
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
D. Value streams and processes
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
B. A change authority should be assigned for each type of change and change model
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. There should at least be a small team dedicated to leading ‘continual improvement’ efforts
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
D. protect
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
C. Service desks should understand the wider organization
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
B. The costs removed by the service, and the costs imposed by the service
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
C. Results desired by a stakeholder
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
D. Each value chain activity contributes to the value chain by transforming specific inputs into outputs
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
C. To capture demand for incident resolution and service requests
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
C. Progress iteratively with feedback
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
C. Detailed procedures for the diagnosis of incidents
