ITIL Foundation Sample 3

1 / 48

Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?

2 / 48

Which describes a 'change authority'?

3 / 48

Which is NOT a component of the service value system?

4 / 48

Which dimension considers data security and privacy?

5 / 48

Which statement about outputs is CORRECT?

6 / 48

Which practice has a strong influence on the user experience and perception of the service provider?

7 / 48

Which statement about service relationship management is CORRECT?

8 / 48

What is the MOST important reason for prioritizing incidents? 

9 / 48

Which 'service level management' activity helps staff to deliver a more business-focused service? 

10 / 48

How are target resolution times used in the 'incident management' practice?

11 / 48

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

12 / 48

What is a set of specialized organizational capabilities for enabling value for customers in the form of services?

13 / 48

Which gives a user access to a system?

14 / 48

Which statement about managing incidents is CORRECT?

15 / 48

Which statement about the service value chain is CORRECT?

16 / 48

What describes how components and activities work together to facilitate value creation?

17 / 48

Which practice involves the management of vulnerabilities that were not identified before the service went live?

18 / 48

Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT?

19 / 48

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

20 / 48

What should be considered as part of the 'partners and suppliers' dimension?

21 / 48

Which practice makes new services available for use?

22 / 48

Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?

23 / 48

Which guiding principle considers the importance of customer loyalty?

24 / 48

Which is a recommendation of the guiding principle 'think and work holistically'?

25 / 48

Which statement about 'continual improvement' is CORRECT?

26 / 48

What impact does automation have on a service desk?

27 / 48

Identify the missing word(s) in the following sentence:
The service desk should be the entry point and single point of contact for the [?] with all of its users.

28 / 48

What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?

29 / 48

Which is a result of applying the guiding principle 'progress iteratively with feedback'?

30 / 48

What can be used to determine if a service is 'fit for purpose'?

31 / 48

In service relationships, what is a benefit of identifying consumer roles?

32 / 48

Which is an external input to the service value chain?

33 / 48

What term is used to describe whether a service will meet availability, capacity and security requirements?

34 / 48

What is the purpose of the 'incident management' practice?

35 / 48

What is defined as an unplanned interruption or reduction in the quality of a service?

36 / 48

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

37 / 48

What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?

38 / 48

What varies in size and complexity, and uses functions to achieve its objectives?

39 / 48

Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?

40 / 48

Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

41 / 48

Which will help solve incidents more quickly?

42 / 48

When is the earliest that a workaround can be documented in 'problem management'?

43 / 48

Which is an activity of the 'problem management' practice?

44 / 48

Which practice is MOST likely to benefit from the use of chatbots?

45 / 48

Where are the details of the required performance outcomes of a service defined?

46 / 48

Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?

47 / 48

Which practice has the purpose of ensuring that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services?

48 / 48

Which two practices interact the MOST with the service desk practice?

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