ITIL 4 Foundation

• #381

  Which Service Level Management activity helps staff to deliver a more business-focused service?

  • AUnderstanding the ongoing requirements of customers.
  • BCreating targets based on the percentage of uptime of a service.
  • CUsing complex technical terminology in Service Level Agreements (SLAs).
  • DMeasuring low-level operational activities.
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  💬Discussion
• #382

  Which statement about costs is CORRECT?

  • ACosts removed from the consumer are part of service consumption.
  • BCosts imposed on the consumer are costs of service utility.
  • CCosts removed from the consumer are part of the value proposition.
  • DCosts imposed on the consumer are costs of service Warranty.
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  💬Discussion
• #383

  Which does the ITIL Service Value System discourage?

  • AOrganizational agility.
  • BInterfaces among practices.
  • CCoordinated authorities and responsibilities.
  • DOrganizational silos.
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  💬Discussion
• #384

  Which is included in the purpose of the Change Enablement practice?

  • AMake new and changed services available for use.
  • BEnsure that risks have been properly assessed.
  • CRecord and report selected changes of state.
  • DPlan and manage the full lifecycle of all IT assets.
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  💬Discussion
• #385

  A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].

  • AAssets.
  • BValues.
  • CElements.
  • DServices.
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• #386

  Which incidents should be logged?

  • AOnly an incident that cannot be immediately resolved.
  • BEvery incident should be logged.
  • CAny incident that occurs more than once.
  • DOnly incidents that are not solved using self-help tools.
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  💬Discussion
• #387

  If your company is using a single Service Desk located in one office building to support users from around the world, what type of Service Desk might this be?

  • AVirtual.
  • BCentralized.
  • CFollow-the-sun.
  • DLocal.
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  💬Discussion
• #388

  Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

  • AIncident Management.
  • BContinual Improvement.
  • CService Request Management.
  • DProblem Management.
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  💬Discussion
• #389

  Your company has recently decided to install a Microsoft SharePoint server to serve as the organization's knowledge base. Which dimension of Service Management would this decision best be considered?

  • AInformation and Technology.
  • BOrganizations and People.
  • CPartners and Suppliers.
  • DValue Streams and Processes.
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  💬Discussion
• #390

  How should an organization prioritize incidents?

  • AUse an agreed classification which is based on the business impact of the incident.
  • BAssess the availability of the appropriate support team.
  • CAsk the user for their preferred resolution timeframe.
  • DCreate an order of incidents based on the dates and times when they were logged.
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  💬Discussion
• #391

  Your company's external router has just malfunctioned and needs to be replaced. The entire organization's connection to the Wide Area Network will remain offline until this router is replaced. Which type of change should be initiated?

  • AStandard.
  • BNormal.
  • CEmergency.
  • DRoutine.
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  💬Discussion
• #392

  Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?

  • ARelationship Management.
  • BContinual Improvement.
  • CService Configuration Management.
  • DService Level Management.
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  💬Discussion
• #393

  Which of the following is NOT an activity within the Service Value Chain?

  • APlan.
  • BEngage.
  • CDelivery and Support.
  • DPractice.
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  💬Discussion
• #394

  Company A is an online training organization that provides asynchronous, on-demand video training for the ITIL 4 certifications. To provide these on-demand videos, Company A relies on a third-party service provider to host the videos securely and stream the content directly to students when requested through Company A's website. Company A is responsible for managing the amount of storage space utilized on the service provider's server, as well as determining whether a student may or may not watch a particular video. What best describes these activities?

  • AService consumption.
  • BService provision.
  • CService offering.
  • DWarranty of a service.
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  💬Discussion
• #395

  Why should some service requests be fulfilled with no additional approvals?

  • ATo ensure that spending is properly accounted for.
  • BTo ensure that information security requirements are met.
  • CTo streamline the fulfilment workflow.
  • DTo set user expectations for fulfilment times.
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  💬Discussion
• #396

  Which is a purpose of the Relationship Management practice?

  • ATo identify, analyze, monitor, and continually improve links with stakeholders.
  • BTo systematically observe services and service components.
  • CTo protect the information needed by the organization to conduct its business.
  • DTo be the entry point and single point of contact for the service provider with all of its users.
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  💬Discussion
• #397

  Identify the missing word(s) in the following sentence. Warranty is the assurance that a product or service will meet [?] requirements.

  • AThe contracted.
  • BEstablished.
  • CInexpensive.
  • DAgreed.
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  💬Discussion
• #398

  What is the definition of Warranty?

  • AA means of determining whether a service is Fit for Use.
  • BA means of identifying a result for a stakeholder.
  • CA means of determining whether a service is Fit for Purpose.
  • DA means of identifying events that could cause harm or loss.
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  💬Discussion
• #399

  Which dimension considers data security and privacy?

  • AOrganizations and People.
  • BInformation and Technology.
  • CPartners and Suppliers.
  • DValue Streams and Processes.
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  💬Discussion
• #400

  Which activity is part of the Continual Improvement practice?

  • AIdentifying the cause of incidents and recommending related improvements.
  • BAuthorizing changes to implement improvements.
  • CLogging and managing incidents that result in improvement opportunities.
  • DMaking business cases for improvement action.
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  💬Discussion

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