ITIL 4 Foundation

• #361

  Which ITIL concept describes Continual Improvement?

  • AService Value System.
  • BFour Dimensions of Service Management.
  • CService Value Chain.
  • DPractices.
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  💬Discussion
• #362

  What is described by the Service Value System?

  • AHow all the components and activities of the organization work together as a system to enable value creation.
  • BServices based on one or more products, designed to address needs of a target consumer group.
  • CJoint activities performed by a service provider and a service consumer to ensure continual value co­creation.
  • DHow to apply the systems approach of the Guiding Principle think and work holistically.
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  💬Discussion
• #363

  Which of these should be logged and managed as a problem?

  • ATrend analysis shows a large number of similar incidents.
  • BA user requests delivery of a laptop.
  • CA Monitoring tool detects a change of state for a service.
  • DContinual Improvement needs to prioritize an improvement opportunity.
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  💬Discussion
• #364

  Which is a recommendation of the Service Desk practice?

  • AService Desks should never use technologies such as SMS and chat functions.
  • BService Desks should be highly technical functions.
  • CService Desks should have a practical understanding of the business practices across the organization.
  • DService Desks should always use a virtual Service Desk.
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• #365

  Which statement about the automation of service requests is CORRECT?

  • AService requests that cannot be automated should be handled as incidents.
  • BService requests and their fulfilment should be automated as much as possible.
  • CService requests that cannot be automated should be handled as problems.
  • DService requests and their fulfilment should be carried out by Service Desk staff without automation.
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• #366

  Which skill is required by the Service Level Management practice?

  • ASupplier Management.
  • BTechnical expertise.
  • CEvent Monitoring.
  • DProblem Management.
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  💬Discussion
• #367

  Service requests and their fulfillment should be [?] and automated to the greatest degree possible.

  • AUniquely handled.
  • BStandardized.
  • CCreatively solved.
  • DIgnored.
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  💬Discussion
• #368

  Company A is an Authorized Training Organization for Axelos. Which Service Management dimension would be focused on the relationship between Company A and Axelos in regards to the company's delivery of ITIL 4 Foundation training to students?

  • AOrganizations and People.
  • BInformation and Technology.
  • CPartners and Suppliers.
  • DValue Streams and Processes.
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  💬Discussion
• #369

  What aspect of Service Level Management asks service consumers what their work involves and how technology helps them?

  • ACustomer engagement.
  • BOperational metrics.
  • CBusiness metrics.
  • DCustomer feedback.
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  💬Discussion
• #370

  When should a change request be submitted to resolve a problem?

  • AAs soon as a solution for the problem has been identified.
  • BAs soon as a workaround for the problem has been identified.
  • CAs soon as the analysis of the frequency and impact of incidents justifies the change.
  • DAs soon as the analysis of cost, risks and benefits justifies the change.
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• #371

  You are working as a Service Desk manager. One of your analysts has created a new workaround for a problem that has been causing issues for users for the last few hours. To ensure all users across the network are notified of this workaround, you decide to post the workaround on the front page of your user service portal on the intranet. During which value chain activity would this occur?

  • APlan.
  • BImprove.
  • CEngage.
  • DObtain/Build.
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• #372

  Your company has recently engaged a new supplier to provide you with 3 routers that will handle 1 Gbps of throughput. They are scheduled for installation in three months. Your team is currently configuring the devices in preparation for installation into the network architecture based upon the design requirements. Which value chain activity would best categorize your configuration actions in this scenario?

  • ADesign and Transition.
  • BEngage.
  • CObtain/Build.
  • DDeliver and Support.
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  💬Discussion
• #373

  When an organization has decided to improve a service, it should start by considering [?].

  • ARevised processes.
  • BAdditional measurements.
  • CNew methods.
  • DExisting information.
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  💬Discussion
• #374

  What is defined as the practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information?

  • AInformation Security Management.
  • BAvailability Management.
  • CService Continuity Management.
  • DChange Enablement.
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  💬Discussion
• #375

  You are part of a team configuring a brand new email server. You want to get permission to install the server on the corporate network to continue your configuration and testing. Which type of change should you initiate?

  • AStandard.
  • BNormal.
  • CEmergency.
  • DRoutine.
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  💬Discussion
• #376

  Which practice recommends using tools for collaboration and the automated matching of symptoms?

  • AProblem Management.
  • BService Level Management.
  • CIncident Management.
  • DService Request Management.
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  💬Discussion
• #377

  How does information about problems and known errors contribute to Incident Management?

  • AIt enables quick and efficient diagnosis of incidents.
  • BIt removes the need for regular customer updates.
  • CIt removes the need for collaboration during Incident Resolution.
  • DIt enables the reassessment of known errors.
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  💬Discussion
• #378

  What describes the steps needed to create and deliver a specific service to a consumer?

  • AService Management.
  • BPractices.
  • CA value stream.
  • DService Level Management.
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  💬Discussion
• #379

  Which Guiding Principle may best be served by understanding the cost and financial consequences that a service consumer might face when choosing to use a service?

  • ACollaborate and Promote Visibility.
  • BThink and Work Holistically.
  • CFocus on Value.
  • DProgress Iteratively with Feedback.
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  💬Discussion
• #380

  Which statement about the use of measurement in the 'Start Where You Are' Guiding Principle is CORRECT?

  • AIt should always be used to support direct observation.
  • BIt should always be used instead of direct observation.
  • CMeasured data is always more accurate than direct observation.
  • DThe act of measuring always positively impacts results.
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  💬Discussion

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