ITIL 4 Foundation

• #201

  What is usually included as part of Incident Management?

  • AScripts for collecting initial information about incidents.
  • BDetailed procedures for the diagnosis of incidents.
  • CAuthority to implement changes to a system.
  • DObservation of all services and service components to identify any change in state.
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• #202

  Which is included in the purpose of the Deliver and Support value chain activity?

  • AMeeting stakeholder expectations for time to market.
  • BUnderstanding the organization's service vision.
  • CUnderstanding stakeholder needs.
  • DProviding services to agreed specifications.
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• #203

  Which statement about the steps to fulfill a service request is CORRECT?

  • AThey should be complex and detailed.
  • BThey should be well-known and proven.
  • CThey should include incident handling.
  • DThey should be brief and simple.
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• #204

  Which statement about service Relationship Management is CORRECT?

  • AIt requires co-operation of both the service provider and service consumer.
  • BIt focuses on the service actions performed by users.
  • CIt requires the service consumer to create resources for the service provider.
  • DIt focuses on the fulfilment of the agreed service actions.
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• #205

  What is the purpose of the Continual Improvement practice?

  • ASupporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
  • BMinimizing the negative impact of incidents by restoring normal service operation as quickly as possible.
  • CAligning 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.
  • DEnsuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful IT changes.
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• #206

  Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?

  • AMonitoring and Event Management.
  • BRelease Management.
  • CRelationship Management.
  • DChange Enablement.
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• #207

  What is a change schedule NOT used for?

  • ADeveloping features.
  • BPlanning changes.
  • CAvoiding contacts.
  • DAssigning resources.
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• #208

  Which practice involves the management of vulnerabilities that have been analysed but not resolved?

  • AChange Control.
  • BService Request Management.
  • CProblem Management.
  • DService Level Management.
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• #209

  When working within the 'what is the vision' step of the Continual Improvement model, what must you ensure to occur?

  • AThe high-level direction of the initiative has been understood.
  • BThe detailed steps of how to achieve your objectives.
  • CWhat metrics you will use to measure success.
  • DThe current processes being used.
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• #210

  Which statement about a service value stream is CORRECT?

  • AIt uses prescriptive inputs and outputs.
  • BIt is a value chain activity.
  • CIt integrates practices for a specific scenario.
  • DIt is used to provide governance.
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• #211

  What should be done to determine the appropriate metrics for measuring a new service?

  • AMeasuring the performance over the first six months, and basing a solution on the results.
  • BAsking customers to provide numerical targets that meet their needs.
  • CUsing operational data to provide detailed service reports.
  • DAsking customers open questions to establish their requirements.
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• #212

  Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?

  • AProblem Management.
  • BSupplier Management.
  • CRelease Management.
  • DService Desk.
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• #213

  You are in a quarterly Service Level Management review with your supervisor. The manager asks your supervisor if the Service Desk has been meeting their SLA target metrics. Your supervisor proudly proclaims that everything is 'green' (meaning, we are meeting all of the targets). Just then, another executive asks, "If everything is showing as 'green', why am I hearing other users complain that the service is always unavailable for use?" What might be the reason for this?

  • AYour supervisor's data is based on operational metrics.
  • BYour supervisor's data is based on business metrics.
  • CYour supervisor's data is based on availability metrics.
  • DYour supervisor's data is not based on business outcomes.
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• #214

  The purpose of the Service Configuration Management practice is to ensure that accurate and reliable information about the [?], and the CIs that support them, is available when and where it is needed.

  • ARelationships with suppliers.
  • BAuthorization of changes.
  • CSkills of people.
  • DConfiguration of services.
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• #215

  What is the starting point for optimization?

  • AStandardizing practices and services.
  • BDetermining where the most positive impact would be.
  • CSecuring stakeholder engagement.
  • DUnderstanding the vision and objectives of the organization.
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• #216

  Which ITIL concept describes Guiding Principles?

  • AService Value System.
  • BFour Dimensions of Service Management.
  • CService Value Chain.
  • DPractices.
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• #217

  Which statement about the Change Enablement practice is CORRECT?

  • AService requests are usually normal changes that can be implemented quickly without Authorization.
  • BEmergency Changes are changes that must be fully tested and fully documented prior to implementation.
  • CStandard changes are changes that need to be scheduled, assessed and authorized following a standard process.
  • DEmergency Changes are changes that must be implemented as soon as possible and therefore Authorization is expedited.
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• #218

  How should the seven Guiding Principles be combined when an organization is making a decision?

  • ABy using all the Guiding Principles equally when making any decision.
  • BBy using the one or two Guiding Principles that are most relevant to the specific decision.
  • CBy using the Focus on Value principle and one or two others that are relevant to the specific decision.
  • DReview each Guiding Principle to decide how relevant it is to the specific decision.
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• #219

  Which practice has a purpose to support the quality of the service by handling all agreed user-initiated service requests?

  • AChange Control.
  • BIT Asset Management.
  • CService Desk.
  • DService Request Management.
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• #220

  Which statement about change authorities is CORRECT?

  • AChange authorities are only required for authorizing Emergency Changes.
  • BChange authorities are assigned when each change is deployed.
  • CChange authorities are only required for authorizing normal changes.
  • DChange authorities are assigned for each type of change and change model.
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