ITIL 4 Foundation

• #321

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

  • AIt ensures that users continue to be productive when they need assistance from the service provider.
  • BIt collects user-specific requirements, sets expectations, and provides status updates.
  • CIt analyzes data to identify opportunities to provide new service request options.
  • DIt acquires pre-approved service components to help fulfill service requests.
  उत्तर दिखाएँ
• #322

  Who can report an incident?

  • AService Desk analyst.
  • BEnd user.
  • CSystem administrator.
  • DAnyone.
  उत्तर दिखाएँ
• #323

  Which Service Management dimension is focused on an organization's relationships with other organizations in order to deliver its services?

  • AOrganizations and People.
  • BInformation and Technology.
  • CPartners and Suppliers.
  • DValue Streams and Processes.
  उत्तर दिखाएँ
• #324

  Identify the missing word(s) in the following sentence. A user is a person who uses [?].

  • AProducts.
  • BServices.
  • CFunctionality.
  • DOutputs.
  उत्तर दिखाएँ
• #325

  How should automation be implemented?

  • ABy initially concentrating on the most complex tasks.
  • BBy optimizing as much as possible first.
  • CBy replacing human intervention wherever possible.
  • DBy replacing the existing tools first..
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• #326

  Which statement about the Continual Improvement practice is CORRECT?

  • AContinual Improvement participation should be limited to a small dedicated team.
  • BIt is the role of senior management to authorize improvement initiatives.
  • CTraining should be provided to those involved in Continual Improvement.
  • DA single Continual Improvement register should be maintained by senior management.
  उत्तर दिखाएँ
• #327

  You are working as a Service Desk analyst. Within the last hour, you have received 13 calls about users being unable to log on to the network. There appears to be something wrong with the domain controller. What would you classify this scenario as?

  • AIncident.
  • BWorkaround.
  • CProblem.
  • DEvent.
  उत्तर दिखाएँ
• #328

  Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?

  • AService Request Management.
  • BService Configuration Management.
  • CDeployment Management.
  • DChange Enablement.
  उत्तर दिखाएँ
• #329

  Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?

  • AService Desk.
  • BService Request Management.
  • CService Level Management.
  • DService Configuration Management.
  उत्तर दिखाएँ
• #330

  Which practice requires skills and competencies related to business analysis, Supplier Management and Relationship Management?

  • AIncident Management.
  • BMonitoring and Event Management.
  • CIT Asset Management.
  • DService Level Management.
  उत्तर दिखाएँ
• #331

  What can be described as an operating model for the creation and management of products and services?

  • AService Value Chain.
  • BGovernance.
  • CGuiding Principles.
  • DPractices.
  उत्तर दिखाएँ
• #332

  Which activity captures the demand for Incident Resolution and service requests?

  • AChange Control.
  • BProblem Management.
  • CService Desk.
  • DService catalogue management.
  उत्तर दिखाएँ
• #333

  Your laptop only has a 256GB of SSD storage installed. You have been traveling for work for the last 2 weeks and have downloaded a lot of video files to your internal storage device. Your computer is having issues because there is not enough free space. You called your Service Desk, but since you are out of the country, they cannot remotely back up all the files on your laptop. They recommend that you move the large files from your internal storage device (256GB SSD) to an external hard drive to free up some available space. Unfortunately, you don't have an external hard drive with you, so you will purchase one at the store later today. How would you classify this situation and the solution recommended?

  • AIncident.
  • BWorkaround.
  • CProblem.
  • DKnown error.
  उत्तर दिखाएँ
• #334

  Which statement about Continual Improvement is CORRECT?

  • AAll improvement ideas should be logged in a single Continual Improvement register.
  • BA single team should carry out Continual Improvement across the organization.
  • CContinual Improvement should have minimal interaction with other practices.
  • DEveryone in the organization is responsible for some aspects of Continual Improvement.
  उत्तर दिखाएँ
• #335

  The Service Desk should be the entry point and single point of contact for the [?] with all of its users.

  • AService consumer.
  • BService provider.
  • CCustomer.
  • DSupplier.
  उत्तर दिखाएँ
• #336

  Your company has five branch offices located across the country. To support each of these branch offices, a small Service Desk has been created for each office and it is co-located with the users to whom they are providing service and support. What model of Service Desk is your company using?

  • AVirtual.
  • BCentralized.
  • CFollow-the-sun.
  • DLocal.
  उत्तर दिखाएँ
• #337

  Fill in the blank. According to the Guiding Principles, "Everything that the organization does needs to map, directly or indirectly, to [?] for the stakeholders.

  • Avalue.
  • Boutcomes.
  • Coutputs.
  • Dutility.
  उत्तर दिखाएँ
• #338

  Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?

  • ASupplier Management.
  • BChange Control.
  • CRelationship Management.
  • DService Desk.
  उत्तर दिखाएँ
• #339

  What is a standard change?

  • AA change that is assessed, authorized, and scheduled as part of 'Continual Improvement'.
  • BA change that is routine in nature, is fully documented, and the risks are well understood.
  • CA change that needs to be assessed, authorized, and scheduled by a change authority.
  • DA change that doesn't need risk assessment because it is required to resolve an incident.
  उत्तर दिखाएँ
• #340

  Which statement about the Change Control practice is CORRECT?

  • AStandard changes are those that need to be scheduled, assessed and authorized following a standard process.
  • BNormal changes are triggered by the creation of a change request which can be created manually or automated.
  • CAssessment and Authorization of normal changes should be expedited to ensure they can be implemented quickly.
  • DThere should be a separate change authority for standard changes which includes senior managers who understand the risks involved.
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