ITIL 4 Foundation

• #81

  Which will help solve incidents more quickly?

  • ATarget resolution times.
  • BEscalating all incidents to support teams.
  • CCollaboration between teams.
  • DDetailed procedural steps for incident investigation.
  Show answer
• #82

  What term best describes a service that is Fit for Use?

  • AUtility.
  • BValue.
  • CWarranty.
  • DOutcome.
  Show answer
• #83

  In service relationships, what is a benefit of identifying consumer roles?

  • AIt enables effective stakeholder management.
  • BIt provides shared service expectations.
  • CIt removes constraints from the customer.
  • DIt enables a common definition of value.
  Show answer
• #84

  Which two practices use workarounds?

  • AChange Enablement and Continual Improvement.
  • BChange Enablement and Problem Management.
  • CProblem Management and Incident Management.
  • DIncident Management and Continual Improvement.
  Show answer
• #85

  Which Guiding Principle recommends standardizing and streamlining manual tasks?

  • AOptimize and Automate.
  • BCollaborate and Promote Visibility.
  • CFocus on Value.
  • DThink and Work Holistically.
  Show answer
• #86

  Which practice owns and manages issues, queries and requests from users?

  • AIncident Management.
  • BService Desk.
  • CChange Control.
  • DProblem Management.
  Show answer
• #87

  What is the purpose of the Service Request Management practice?

  • AEstablishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.
  • BSetting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets.
  • CEnsuring that an organization's suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services.
  • DSupporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
  Show answer
• #88

  Which statement about the Continual Improvement model is CORRECT?

  • AOrganizations should work through the steps of the model in the sequence in which they are presented.
  • BThe flow of the model helps organizations to link improvements to its goals.
  • CThe model is applicable to only certain parts of the Service Value System.
  • DOrganizations should use an additional model or method to link improvements to customer value.
  Show answer
• #89

  Which Guiding Principle considers customer and user experience?

  • ACollaborate and Promote Visibility.
  • BFocus on Value.
  • CStart Where You Are.
  • DKeep It Simple and Practical.
  Show answer
• #90

  Which value chain activity would best be used to categorize the actions of the Service Desk when they are responding to a consumer's request for assistance?

  • AObtain/Build.
  • BImprove.
  • CDesign and Transition.
  • DDeliver and Support.
  Show answer
• #91

  Which service level metrics are BEST for measuring user experience?

  • ASingle system-based metrics.
  • BMetrics for the percentage of uptime of a service.
  • COperational metrics.
  • DMetrics linked to defined outcomes.
  Show answer
• #92

  What is the purpose of the Relationship Management practice?

  • ATo establish and nurture the links between the organization and its stakeholders.
  • BTo align the organization's practices and services with changing business needs.
  • CTo set clear business-based targets for service performance.
  • DTo support the agreed quality of a service handling all agreed, user-initiated service requests.
  Show answer
• #93

  What is an incident?

  • AThe planned removal of an item that might affect a service.
  • BA result enabled by one or more outputs.
  • CA possible future event that could cause harm.
  • DA service interruption resolved by the use of self-help tools.
  Show answer
• #94

  What is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on services?

  • AChange.
  • BEvent.
  • CIncident.
  • DProblem.
  Show answer
• #95

  Company A has two departments within the company: Training and Operations. Which dimension of Service Management is focused on how a company structures its human resources?

  • APartners and Suppliers.
  • BValue Streams and Processes.
  • COrganizations and People.
  • DInformation and Technology.
  Show answer
• #96

  Which is a key activity carried out in the 'did we get there?' step of the Continual Improvement model?

  • ADefine measurable targets.
  • BPerform baseline assessments.
  • CExecute improvement actions.
  • DEvaluate measurements and metrics.
  Show answer
• #97

  A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.

  • AOutcomes.
  • BCost.
  • COutputs.
  • DBenefits.
  Show answer
• #98

  Fill in the blank. A(n) [?] is a result for a stakeholder enabled by one or more outputs.

  • Autility.
  • BWarranty.
  • Cvalue.
  • Doutcome.
  Show answer
• #99

  What are the ITIL Guiding Principles used for?

  • ATo help an organization make good decisions.
  • BTo direct and control an organization.
  • CTo identify activities that an organization must perform in order to deliver a valuable service.
  • DTo ensure that an organization's performance continually meets stakeholders' expectations.
  Show answer
• #100

  You have been assigned to a team that has been asked to identify how your consumers use a particular service, what the service helps them to do, and how the service helps them to identify their goals. Which of the Guiding Principles should best be applied in your situation?

  • AFocus on Value.
  • BProgress Iteratively with Feedback.
  • CCollaborate and Promote Visibility.
  • DThink and Work Holistically.
  Show answer

Want to track your score, take timed mock exams and get AI explanations? Create a free account