ITIL 4 Foundation

• #281

  How often should the Guiding Principles be changed within your organization?

  • AMonthly.
  • BQuarterly.
  • CYearly.
  • DNever.
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• #282

  How does a service consumer contribute to the reduction of disk?

  • ABy paying for the service.
  • BBy managing server hardware.
  • CBy communicating constraints.
  • DBy managing staff availability.
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• #283

  Which Guiding Principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?

  • AKeep It Simple and Practical.
  • BThink and Work Holistically.
  • CCollaborate and Promote Visibility.
  • DProgress Iteratively with Feedback.
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• #284

  Your company currently uses a paper-based process for allocating funding for authorized business travel. This process requires the traveler to fill out a form and get 6 different signatures and approval prior to turning in the form to accounting for funding of the travel. This entire process is currently done manually, meaning, an employee is actually walking around to the various managers for their physical signature on a piece of paper. You have decided to automate this process. Based on the principle of Optimize and Automate, how should you approach the automation of this existing process?

  • AIdentify all of the steps in the process and create an automated workflow that will route the form electronically to the authorized signatories.
  • BIdentify all of the steps in the process and eliminate any unnecessary steps in the process.
  • CIdentify all the steps in the process, eliminate any unnecessary steps, and then automate the remaining steps in the process.
  • DCreate a new process first and then automate it.
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• #285

  Which statement about a change authority is CORRECT?

  • AA single change authority should be assigned to authorize all types of change and change models.
  • BNormal changes are pre-authorized and do not need a change authority.
  • CA change authority should be assigned for each type of change and change model.
  • DEmergency changes can be implemented without authorization from a change authority.
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• #286

  Which is NOT a key focus of the 'Information and Technology' dimension?

  • AWorkflow management and inventory systems.
  • BCommunication systems and knowledge bases.
  • CRoles and responsibilities.
  • DSecurity and compliance.
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• #287

  What is the purpose of the Change Enablement practice?

  • ASupporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
  • BMaking new and changed services and features available for use.
  • CEnsuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful IT changes.
  • DAligning 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.
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• #288

  What is recommended by the Guiding Principle Progress Iteratively with Feedback?

  • AA current state assessment that is carried out at the start of an improvement initiative.
  • BThe identification of all interested parts at the start of an improvement initiative.
  • CAn improvement initiative that is broken into a number of manageable sections.
  • DAn assessment of how all the parts of an organization will affect an improvement initiative.
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• #289

  What is defined as the practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels?

  • ARelationship Management.
  • BService Request Management.
  • CService Level Management.
  • DService Desk.
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• #290

  Which statement about managing incidents is CORRECT?

  • ALow impact incidents should be resolved efficiently, making logging unnecessary.
  • BThe Incident Management practice should use a single process regardless of the impact of the incident.
  • CLow impact incidents should be resolved efficiently so the resource required is reduced.
  • DIncidents with the lowest impact should be resolved first.
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• #291

  What is the end result of the Service Value System?

  • AActivities.
  • BValue.
  • CPractices.
  • DDemand.
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• #292

  Which practice seeks to minimize the negative impact of unplanned outages by restoring normal service operation as quickly as possible?

  • AProblem Management.
  • BService Level Management.
  • CChange Management.
  • DIncident Management.
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• #293

  What does a centralized Service Desk require?

  • AKnowledge base.
  • BWalk-in service hours.
  • C24x7 support.
  • DOutsourced employees.
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• #294

  A known error is a problem that has been [?] and has not been resolved.

  • AClosed.
  • BLogged.
  • CAnalysed.
  • DEscalated.
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• #295

  What is the step after 'where do we want to be' in the Continual Improvement model?

  • AWhat is the vision?
  • BHow do we get there?
  • CDid we get there?
  • DWhere do we want to be?
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• #296

  Which Guiding Principle states that there is likely something in the current services, processes, programs, projects, or organization that can be used to create the desired outcome for a new or redesigned service?

  • AStart Where You Are.
  • BFocus on Value.
  • COptimize and Automate.
  • DProgress Iteratively with Feedback.
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• #297

  Which practice provides a communications point for users to report operational issues, queries and requests?

  • AIncident Management.
  • BContinual Improvement.
  • CService Desk.
  • DRelationship Management.
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• #298

  An SLA is a Service Level Agreement. Which describes the 'watermelon SLA' effect?

  • AIntroducing SLAs for a service enables customers to see that the service provider is doing a really good job, so this improves satisfaction.
  • BSLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.
  • CA single SLA defines target service levels for multiple customers, so every customer sees reports about other customers' experiences.
  • DThe metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.
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• #299

  How does Service Level Management contribute to the Improve value chain activity?

  • AUses feedback from users about the service and requirements from customers to make the service better.
  • BProvides feedback from interactions with customers into new or changed services.
  • CProvides information about the actual service performance and trends.
  • DCollects feedback during interactions and communicates service performance objectives to the operations and support teams.
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• #300

  What is the definition of a problem?

  • AAn unplanned interruption to a service, or reduction in the quality of a service.
  • BA cause, or potential cause, of one or more incidents.
  • CAn incident for which a full resolution is not yet available.
  • DAny change of state that has significance for the management of a configuration item (CI).
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