ITIL 4 Foundation

• #141

  What can be used to determine if a service is Fit for Purpose?

  • AAvailability.
  • BTarranty.
  • COutcome.
  • DUtility.
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• #142

  Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

  • AService Request Management.
  • BService Level Management.
  • CIncident Management.
  • DChange Enablement.
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• #143

  How does Service Request Management contribute to the Design and Transition value chain activity?

  • ABy collecting user-specific request requirements.
  • BBy initiating standard changes to fulfill service requests.
  • CBy providing service request trend and quality information.
  • DIt acquires pre-approved service components to help fulfill service requests.
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• #144

  What refers to the use of technology to perform a step or series of steps correctly and consistently with limited or no human involvement?

  • AAutomation.
  • BOptimization.
  • CValue.
  • DUtility.
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• #145

  What is typically needed to assign complex incidents to support groups?

  • AThe incident priority.
  • BThe incident category.
  • CA change schedule.
  • DA self-help tool.
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• #146

  Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?

  • AOrganizations and People.
  • BInformation and Technology.
  • CPartners and Suppliers.
  • DValue Streams and Processes.
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• #147

  Which statement about Emergency Changes is CORRECT?

  • AThe testing of emergency can be eliminated in order to implement the change quickly.
  • BThe assessment and Authorization of Emergency Changes is expedited to ensure they can be implemented quickly.
  • CEmergency Changes should be authorized and implemented as service requests.
  • DEmergency Changes must be fully documented before Authorization and implementation.
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• #148

  Each time users attempt to log on to the domain using their username and password, they receive an error that 'the authentication server is not responding'. This is happening to multiple users across the network. How would you categorize this issue?

  • AIncident.
  • BWorkaround.
  • CProblem.
  • DEvent.
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• #149

  What is the definition of a sponsor?

  • AA person who uses services.
  • BA person who authorizes budget for service consumption.
  • CA person who works for an organization other than the service provider.
  • DA person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.
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• #150

  What are Guiding Principles considered?

  • AMandatory actions.
  • BPrescriptive requirements.
  • CRecommendations.
  • DGovernance.
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• #151

  Your printer is currently out of toner and will not print. You ask your co-worker for help, but he says the toner is on order and won't arrive for a few days. He walks over to the printer, takes out the toner cartridge, shakes it back and forth a few times, and places it back into the printer. Suddenly, the printer begins to print again. Apparently, shaking the toner cartridge moved some of the remaining toner around and will allow a few more sheets to be printed while you are waiting for a new cartridge. What would you classify this as?

  • AIncident.
  • BWorkaround.
  • CProblem.
  • DEvent.
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• #152

  Your company has decided to implement a new management style that will significantly flatten the management hierarchy within the company. Which dimension of Service Management is most applicable to this change?

  • AInformation and Technology.
  • BOrganization and people.
  • CPartners and Suppliers.
  • DValue Streams and Processes.
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• #153

  Which of these activities is carried out as part of Problem Management?

  • ACreating incident records.
  • BDiagnosing and resolving incidents.
  • CEscalating incidents to a support team for resolution.
  • DTrend analysis of incident records.
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• #154

  Your team is working on developing a new service and has chosen to use an Agile method of working. As part of this, your team has created an Information Radiator in the common areas of your floor of the office. This Information Radiator contains the list of things that must be done in the project, the current status of the project, a listing of risks associated with the project, and the overall objective/goal of the project. Based on the information provided in this scenario, which Guiding Principle is being demonstrated through the use of this Information Radiator?

  • AFocus on Value.
  • BKeep It Simple and Practical.
  • COptimize and Automate.
  • DCollaborate and Promote Visibility.
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• #155

  Which practice has the purpose of ensuring that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services?

  • ARelease Management.
  • BSupplier Management.
  • CService Management.
  • DRelationship Management.
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• #156

  Which Guiding Principle helps to ensure that each improvement effort has more focus and is easier to maintain?

  • AStart Where You Are.
  • BCollaborate and Promote Visibility.
  • CThink and Work Holistically.
  • DProgress Iteratively with Feedback.
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• #157

  When is the earliest that a workaround can be documented in Problem Management?

  • AAfter the problem has been logged.
  • BAfter the problem has been prioritized.
  • CAfter the problem has been analyzed.
  • DAfter the problem has been resolved.
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• #158

  Your organization was having a big problem with cybersecurity due to poor password management practices. You had led an improvement initiative to increase the security of the authentication system by implementing two-factor authentication. The original goal was to get at least 35% of the users to utilize two-factor authentication. During the first phase of your improvement initiative, using the two-factor authentication was voluntary for users. By the end of the first phase, it was determined that 43% of users chose to use the two-factor authentication. You want to continue the improvement efforts and increase usage to 100%. Which step in the Continual Improvement model should you begin with?

  • AWhere are we now?
  • BWhat is the vision?
  • CHow do we keep the momentum going?
  • DHow do we get there?
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• #159

  Which can act as an operating model for an organization?

  • AThe Four Dimensions of Service Management.
  • BThe Service Value Chain.
  • CThe ITIL Guiding Principles.
  • DContinual Improvement.
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• #160

  Which Guiding Principle says that services and processes should NOT provide a solution for every exception?

  • AOptimize and Automate.
  • BThink and Work Holistically.
  • CCollaborate and Promote Visibility.
  • DKeep It Simple and Practical.
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