ITIL4 - Foundation Sample 5 - Project Management Training And Consultation

ITIL4 - Foundation Sample 5

1 / 56

Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

Start where you are

Focus on value

Keep is simple and practical

Progress iteratively with feedback

2 / 56

What is an IT asset?

Any component that needs to be managed in order to deliver a service

The removal of anything that could have a direct or indirect effect on services

A request from a user that initiates a service action

Any financially valuable component that can contribute to delivery of an IT product or service

3 / 56

What considerations influence the supplier strategy of an organization?

Contracts and agreements

Type of cooperation with suppliers

Corporate culture of the organization

Level of formality

4 / 56

Which service management dimension is focused on activities and how these are coordinated?

Value streams and processes

Partners and suppliers

Organizations and people

Information and technology

5 / 56

Which Practice includes management of workarounds and known errors?

Monitoring and event management

Service configuration management

Problem management

Incident management

6 / 56

Choose the CORRECT statement about the known error database (KEDB)?

It is a part of the configuration management database (CMDB) and contains workarounds

It is maintained by incident management and contains solutions to be implemented by problem management

It is maintained by problem management and is used by the service desk to help resolve incidents

It is maintained by the service desk and updated with the details of each new incident

7 / 56

What type of practice that may involve in the initiation of disaster recovery?

Incident management

Service level management

Service request management

IT asset management

8 / 56

Which of the following is expected from using a service value chain?

Customer engagement

Value realization

The application of practices

Service value streams

9 / 56

What is the communication method that can be used to access service desks?

Text and social media messaging

All of the above

Phone calls

10 / 56

What is the best approach for an organization to include third-party suppliers in the continual improvement of services?

Ensure suppliers include details of their approach to service improvement in contracts

Ensure that all supplier problem management activities result in improvements

Require evidence that the supplier implements all improvements using project management practices

Require evidence that the supplier uses agile development methods

11 / 56

Which statement best describe outcomes?

An outcome can be enabled by more than one output

An output can be enabled by one or more outcomes

An outcome is a tangible or intangible activity

Outcomes are how the service performs

12 / 56

Choose the correct combination on the list that makes up an IT service.

People, processes and customers

Information technology, people and processes

Customers, providers and documents

Information technology, networks and people

13 / 56

Choose the CORRECT statement about metrics.

Technology metrics can be used to determine the overall health of a process

Technology metrics can be used to measure component performance and availability

Process metrics can be used to measure the utilization of a supplier’s network

Process metrics can be used to measure end-to-end service performance

14 / 56

A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.

costs

outcomes

risks

outputs

15 / 56

Fill in the missing words to complete the sentence.

The management of information security incidents usually requires [?].

Specialist teams

Third party support

A separate process

Immediate escalation

16 / 56

Who is responsible for defining metrics for change management?

The change management process owner

The service owner

The continual service improvement manager

The change advisory board (CAB)

17 / 56

What type of practice that includes helping the organization to maximize value, control costs and manage risks in its purpose?

Service desk

IT asset management

Relationship management

Release management

18 / 56

What type of practice provides a single point of contact for users?

Service request management

Change control

Service desk

Incident management

19 / 56

Which practice is used in identifying metrics that reflect the customer's experience of a service?

Service desk

Continual improvement

Service level management

Problem management

20 / 56

The need to understand the flow of work in progress, identify bottlenecks, and uncover waste are emphasizes in which guiding principles?

Think and work holistically

Collaborate and promote visibility

Keep it simple and practical

Focus on value

21 / 56

How do all value chain activities transform inputs to outputs?

By using a combination of practices

By determining service demand

By implementing process automation

By using a single functional team

22 / 56

Choose the CORRECT statement about the purpose of the 'monitoring and event management' practice?

To protect the information needed by the organization to conduct its business

To systematically observe services and service components, and record and report selected changes of state

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

To ensure that accurate and reliable information about the configuration of services is available when and where it is needed

23 / 56

What is the CORRECT statement about emergency changes?

Emergency changes must be fully documented before authorization and implementation.

The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly.

The testing of emergency can be eliminated in order to implement the change quickly

Emergency changes should be authorized and implemented as service requests.

24 / 56

"Restoring normal service operation as quickly as possible" this purpose is included in what practice?

Supplier management

Incident management

Deployment management

Problem management

25 / 56

Choose the CORRECT statement about the purpose of the 'relationship management' practice?

To align the organization's practices and services with changing business needs.

To support the agreed quality of a service handling all agreed, user-initiated service requests.

To establish and nurture the links between the organization and its stakeholders.

To set clear business-based targets for service performance.

26 / 56

Collecting data before deciding what can be re-used is recommended by which guiding principle?

Keep it simple and practical

Progress interactively with feedback

Start where you are

Focus on value

27 / 56

Reducing the likelihood of incidents, in which ITIL practice includes this purpose?

Continual improvement

Service desk

Problem management

Change control

28 / 56

What are the three phases of 'problem management'?

Problem identification, problem control, error control

Problem logging, problem classification, problem resolution

Incident management, problem management, change control

Problem analysis, error identification, incident resolution

29 / 56

In resolving a problem, when should a change request be submitted?

As soon as the analysis of the frequency and impact of incidents justifies the change

As soon as a solution for the problem has been identified

As soon as a workaround for the problem has been identified

As soon as the analysis of cost, risks and benefits justifies the change

30 / 56

Why is it vital for service desk staff to detect recurring issues?

To help identify problems

To engage the correct change authority

To escalate incidents to the correct support team

To ensure effective handling of service requests

31 / 56

Which is a purpose of the ‘service desk’ practice?

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

To maximize the number of successful IT changes by ensuring risks are properly assessed

To capture demand for incident resolution and service requests

To set clear business-based targets for service performance

32 / 56

Which dimension is focused on activities and how these are coordinated in Service Management?

Information and technology

Organizations and people

Value streams and processes

Partners and suppliers

33 / 56

The 'service level management' practice required which competencies?

Balanced scorecard reviews and maturity assessment

Problem investigation and resolution

Business analysis and commercial management

Incident analysis and prioritization

34 / 56

Which is the CORRECT statement about change management?

It optimizes financial exposure.

It ensures that service requests follow the normal change management process.

It ensures that all changes are authorized by the change advisory board (CAB)

It optimizes overall business risk.

35 / 56

In which dimension considers on how to protect knowledge assets?

Organizations and people

Value streams and processes

Information and technology

Partners and suppliers

36 / 56

In the implementation of a problem resolution which practices are involved?

Continual improvement
Service Desk
Service level management
Change control

1 and 2

1 and 4

3 and 4

2 and 3

37 / 56

What is used to link activities within the service value chain?

Service level agreements

Inputs, outputs and triggers

Opportunity, demand and value

Service desk

38 / 56

Which practice would help a user gain access to an application that they need to use?

Service configuration management

Change enablement

Service request management

Service level management

39 / 56

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

Problem management

Service level management

Incident management

Service request management

40 / 56

Which is considered by the 'partners and suppliers' dimension?

Using artificial intelligence

Defining controls and procedures

Using formal roles and responsibilities

Working with an integrator to manage relationships

41 / 56

Which is a key requirement for a successful service level agreement (SLA)?

Using individual metrics that relate to the service catalogue

Using bundled metrics to relate performance to outcomes

Using single-system-based metrics that relate to outputs

Using an agreement between the service provider and service supplier

42 / 56

Which is handled as a service request?

The failure of an IT service

An investigation to identify the cause of an incident

A compliment about an IT support team

An emergency change to implement a security patch

43 / 56

What does 'change enablement' PRIMARILY focus on?

Changes to service levels

Changes to products and services

Changes to organizational structure

Changes to skills and competencies

44 / 56

What can a service remove from the consumer and impose on the consumer?

Utility

Asset

Cost

Outcome

45 / 56

Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?

Define measurable targets

Perform baseline assessments

Execute improvement actions

Evaluate measurements and metrics

46 / 56

Which statement about the 'change enablement' practice is CORRECT?

Service requests are usually normal changes that can be implemented quickly without authorization

Emergency changes are changes that must be fully tested and fully documented prior to implementation

Standard changes are changes that need to be scheduled, assessed and authorized following a standard process

Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited

47 / 56

Which guiding principle considers customer and user experience?

Collaborate and promote visibility

Focus on value

Start where you are

Keep it simple and practical

48 / 56

What is recommended by the guiding principle 'progress iteratively with feedback'?

A current state assessment that is carried out at the start of an improvement initiative

The identification of all interested parts at the start of an improvement initiative

An improvement initiative that is broken into a number of manageable sections

An assessment of how all the parts of an organization will affect an improvement initiative

49 / 56

Which is a purpose of release management?

To protect the organization's information

To handle user-initiated service requests

To make new and changed services available for use

To move hardware and software to live environments

50 / 56

Which practice forms a link between the service provider and the users of services?

Change enablement

Service level management

Problem management

Service desk

51 / 56

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

To protect the information needed by the organization to conduct its business

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

52 / 56

Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'?

Design controls and metrics and add them individually until all are implemented

Only add controls and metrics when they are needed

Design controls and metrics first, then remove those not adding value

Only add controls and metrics that are required for compliance

53 / 56

What are guiding principles?

A set of interconnected activities that help an organization deliver a valuable service

A description of one or more services that help address the needs of a target consumer group

A set of specialized organizational capabilities for enabling value for customers

Recommendations that help an organization when adopting a service management approach

54 / 56

Which directly assists with the diagnosis and resolution of simple incidents?

Scripts for collecting user information

Use of shift working patterns

Fulfilment of service requests

Creation of a temporary team

55 / 56

Which term relates to service levels aligned with the needs of service consumers?

Service management

Warranty

Cost

Utility

56 / 56

Which dimension considers data security and privacy?

Organizations and people

Information and technology

Partners and suppliers

Value streams and processes

Your score is

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