ITIL 4 Foundation

• #101

  How does Service Level Management contribute to the Deliver and Support value chain activity?

  • AProvides objectives for component and service performance for products and services.
  • BCollects feedback during interactions and communicates service performance objectives to the operations and support teams.
  • CProvides information about the actual service performance and trends.
  • DProvides feedback from interactions with customers into new or changed services.
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• #102

  Which statement about Service Desks is CORRECT?

  • AThe Service Desk should work in close collaboration with support and development teams.
  • BThe Service Desk should rely on self-service portals instead of escalation to support teams.
  • CThe Service Desk should remain isolated from technical support teams.
  • DThe Service Desk should escalate all technical issues to support and development teams.
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• #103

  Identify the missing word(s) in the following sentence. [?] is the practice of supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.

  • AProblem Management.
  • BService Desk.
  • CService Level Management.
  • DService Request Management.
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• #104

  Your company is currently spending $1.2 million per year on energy to run its data center. The new CEO of the company wants the organization to become more environmentally friendly and reduce its energy consumption from commercial power sources such as coal and nuclear energy. To support this initiative, the IT Director has created a goal of reducing the power consumption in the data center to less than $1 million next year. In which step of the continual service model would the IT Director create this goal?

  • AWhat is the vision.
  • BHow do we get there.
  • CWhere do we want to be.
  • DWhere are we now.
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• #105

  The [?] is the practice of capturing demand for incident resolution and service requests.

  • AIncident Management.
  • BService Level Management.
  • CService Request Management.
  • DService Desk.
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• #106

  Which practice is responsible for moving new or changed components to live or other environments?

  • ARelease Management.
  • BDeployment Management.
  • CChange Enablement.
  • DSupplier Management.
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• #107

  What is the definition of an IT asset?

  • AA particular set of settings or options on a given piece of equipment.
  • BAny valuable component that can contribute to the delivery of an IT product or service.
  • CA means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.
  • DAny component that needs to be managed in order to deliver an IT service.
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• #108

  Which value chain activity ensures that service components are available when and where they are needed and meet agreed specifications?

  • AImprove.
  • BDeliver and Support.
  • CObtain/Build.
  • DDesign and Transition.
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• #109

  Which is a risk that might be removed from a service consumer by an IT service?

  • ASecurity breach.
  • BService provider ceasing to trade.
  • CFailure of server hardware.
  • DCost of purchasing servers.
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• #110

  Which value chain activity ensures that products meet stakeholder expectations for quality?

  • ADesign and Transition.
  • BEngage.
  • CObtain/Build.
  • DPlan.
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• #111

  What is the purpose of the Monitoring and Event Management practice?

  • ATo systematically observe services and service components.
  • BTo capture demand for Incident Resolution and service requests.
  • CTo manage workarounds and known errors.
  • DTo restore normal service operation as quickly as possible.
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• #112

  What is defined as the practice of aligning an organization's practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services?

  • AService Level Management.
  • BService Request Management.
  • CContinual Improvement.
  • DCapacity and Performance Management.
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• #113

  Which value chain activity ensures that products and services continually meet stakeholder expectations for quality, costs, and time to market?

  • ADeliver and Support.
  • BObtain/Build.
  • CDesign and Transition.
  • DPlan.
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• #114

  Which value chain activity includes portfolio decisions for Design and Transition?

  • AEngage.
  • BImprove.
  • CPlan.
  • DDeliver and Support.
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• #115

  What is a Service Level Agreement used for?

  • ATo measure the performance of services from a customer's point of view.
  • BTo measure the performance of the service availability.
  • CTo measure the performance of the service capability.
  • DTo measure the performance of the service from the service provider's point of view.
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• #116

  Which of these are a key focus of the Value Streams and Processes dimension?

  • AWorkflow management and inventory systems.
  • BActivities that transform inputs into outputs.
  • CRoles and responsibilities.
  • DContracts and agreements.
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• #117

  Your organization has recently installed a brand new accounting program. The program has many functions including one that creates a report that shows the 'Profit and Loss (P&L)' metrics for the month. What term best describes the P&L report that is produced each month?

  • AOutput.
  • BValue.
  • CCost.
  • DOutcome.
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• #118

  Which helps to streamline the fulfilment of service requests?

  • AEliminating service requests which have complex workflows.
  • BSeparating requests relating to service failures from the degradation of services.
  • CCreating new workflows for every service request.
  • DUnderstanding which service requests can be accomplished with limited approvals.
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• #119

  Which statement about service requests is CORRECT?

  • AComplex service requests should be dealt with as normal changes.
  • BService requests that require simple workflows should be dealt with as incidents.
  • CService requests require workflows that should use manual procedures and avoid automation.
  • DService requests are usually formalized using standard procedures for initiation, approval and fulfilment.
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• #120

  Which is a key requirement for a successful Service Level Agreement?

  • AIt should be written in legal language.
  • BIt should be simply written and easy to understand.
  • CIt should be based on the service provider's view of the service.
  • DIt should relate to simple operational metrics.
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