1. Which practice is responsible for moving components to live environments? Show
2. Which practice includes the classification and ownership of queries and requests from users?
3. Which practice identifies metrics that reflect the customer´s experience of a service?
4. What is a PRIMARY use of a change schedule?
5. Which service management dimension is focused on activities and how these are coordinated?
6. How does categorization of incidents assist the "incident management" practice?
7. Identify the missing word in the following sentence: A service is a means of enabling value co-creation by facilitating ___________ that customers want to achieve.
8. Which is a recommendation of the "continual improvement" practice?
9. Which is a potential benefit of using an IT service management tool to support the "incident management" practice?
10. Which role submits service requests?
Which practice is responsible for moving components to live environments? A. Change enablement Which practice includes the classification and ownership of queries and requests from users? A. Service desk Which practice identifies metrics that reflect the customer's experience of a service? A. Continual improvement C. Service level management What is the PRIMARY use of a change schedule? A. To support 'incident management' and improvement planning C. To plan changes and help avoid conflicts Which service management dimension is focused on activities and how these are coordinated? A. Organizations and people D. Value streams and processes How does categorization of incidents assist the 'incident management' practice? A. It helps direct the incident to the correct support area A. It helps direct the incident to the correct support area Identify the missing word(s) in the following sentence. A. the warranty Which is a recommendation of the 'continual improvement' practice? A. There should at least be a small team dedicated to leading 'continual improvement' efforts A. There should at least be a small team dedicated to leading 'continual improvement' efforts Which is a potential benefit of using an IT service management tool to support the 'incident A.
It may ensure that the cause of incidents is identified within agreed times B. It may provide automated matching of incidents to problems or known errors Which role submits service requests? A. The user, or their authorized representative
A. The user, or their authorized representative Which practice provides a single point of contact for users? A. Incident management Which guiding principle recommends that the four dimensions of service management
are A. Think and work holistically A. Think and work holistically Which would be supported by the 'service request management' practice? A. A request to
authorize a change that could have an effect on a service B. A request from a user for something which is a normal part of service delivery Which practice is the responsibility of everyone in the organization? A. Service level management Identify the missing word in the following sentence. A. store Which guiding principle recommends collecting data before deciding what can be re-used? A. Focus on value Which is NOT usually included as part of incident management? A. Scripts for collecting initial information about incidents C. Detailed procedures for the diagnosis of incidents Which describes the nature of the guiding principles? A. Guiding principles can guide an organization in all circumstances A. Guiding principles can guide an organization in all circumstances Which statement about a change authority is CORRECT? A. A single change authority should be assigned to authorize all types of change and change B. A change authority should be assigned for each type of change and change model Which practice has the purpose of making new and changed
services and features available for A. Change control Which value chain activity ensures people understand the organization's vision? A. Improve Which statement about the value chain activities is CORRECT? A. Every practice belongs to a specific value chain activity D. Each value chain activity contributes to the value chain by transforming specific inputs into outputs What is the purpose of the 'supplier management' practice? A. To ensure that the organization's suppliers and their performance are managed appropriately A. To ensure that the organization's suppliers and their performance are managed appropriately What are the two types of cost that a service consumer should evaluate? A. The price of the service, and the cost of
creating the service B. The costs removed by the service, and the costs imposed by the service Which is a purpose of the 'service desk' practice? A. To reduce the likelihood and impact of incidents by identifying actual and potential causes of C. To capture demand for incident resolution and service requests How should an organization adopt continual improvement methods? A. Use a new method for each improvement the organization handles B. Select a few key methods for the types of improvement that the organization handles Which ITIL concept describes governance? A. The seven guiding principles D. The service value system Which is a recommendation of the 'service desk' practice? A. Service
desks should avoid the use of automation C. Service desks should understand the wider organization
Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner? A. Focus on value C. Progress iteratively with feedback What is a standard change? A. A change that is well understood, fully documented and pre-authorized A. A change that is well understood, fully documented and pre-authorized What happens if a workaround becomes the permanent way of dealing with a problem that cannot A. A change request is submitted to change control C. The problem remains in the known error status What is the definition of change? A. To add, modify or remove anything that could have a direct or indirect effect on
services A. To add, modify or remove anything that could have a direct or indirect effect on services What is the definition of an event? A. Any change of state that has significance for the management of a service or other configuration item A. Any change of state that has significance for the management of a service or other configuration item Which describes outcomes? A. Tangible or intangible deliverables C. Results desired by a stakeholder Which is NOT a key focus of the 'information and technology' dimension? A. Security and compliance D. Roles and responsibilities Which practices are typically involved in the implementation of a problem resolution? 1. Continual improvement A. 1 and 2 Which is a key consideration for the guiding principle 'keep it simple and practical'? A. Try to create a solution for every exception B. Understand how each element contributes to value creation What should be done first when applying the 'focus on value' guiding principle? A. Identify the outcomes that the service facilitates C. Determine who the service consumer is in each situation A service provider describes a package that includes a laptop with software, licenses, and support. What is this package an example of? A. Value What is the definition of warranty? A. A tangible or intangible deliverable that is produced by carrying out an activity B. The assurance that a product or service will meet agreed requirements What is the effect of increased automation on the 'service desk' practice? A. Greater ability to focus on customer experience
when personal contact is needed A. Greater ability to focus on customer experience when personal contact is needed Which term describes the functionality offered by a service? A. Cost Which is the purpose of the 'monitoring and event management' practice? A. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed B. To systematically observe services and service components, and record and
report selected What should all 'continual improvement' decisions be based on? A. Details of how services are measured B. Accurate and carefully analyzed data How do all value chain activities transform inputs to outputs? A. By determining service demand B. By using a combination of practices How does customer engagement contribute to the 'service level management' practice? 1. It captures information that metrics can be based on A. 1 and 2 What is the starting point for optimization? A. Securing stakeholder engagement B. Understanding the vision and objectives of the organization Identify the missing words in the following sentence. A. 'focus on value' guiding principle Which practice provides support for managing feedback, compliments and complaints from users? A. Change control B. Service request management Which joint activity performed by a service provider and service consumer ensures continual value co-creation? A. Service provision D. Service relationship management Which practice may involve the initiation of disaster recovery? A. Incident management What type of change is MOST likely to be managed by the 'service request management' practice? A. A normal change Which guiding principle emphasizes the need to understand the flow of work in progress, identify A. Focus on value B. Collaborate and promote visibility What is a means of enabling value co-creation by facilitating outcomes that customers want to A. A service Which statement about change authorization is CORRECT? A. A change authority should be assigned to each type of change and change model A. A change authority should be assigned to each type of change and change model Which dimension of service management considers governance, management, and communication? A. Organizations and people A. Organizations and people Identify the missing word in the following sentence. A. logged Which statement about known errors and problems is CORRECT? A. Known error is the status assigned to a problem after it has been analyzed A. Known error is the status assigned to a problem after it has been analyzed What does the 'service request management' practice depend on for maximum efficiency? A. Compliments and complaints Which statement about the 'service desk' practice is CORRECT? A. It provides a link with stakeholders at strategic and tactical levels D. It needs a practical understanding of the business processes Which practice ensures that accurate and reliable information is available about configuration A. Service configuration management A. Service configuration management Which practice has a purpose that includes restoring normal service operation as quickly as A. Supplier management Identify the missing word in the following sentence. A. outputs Which guiding principle describes the importance of doing something, instead of spending a long A. Optimize and automate D. Progress iteratively with feedback What should be done for every problem? A. It should be diagnosed to identify possible solutions B. It should be prioritized based on its potential impact and probability How should an organization include third-party suppliers in the continual improvement of A. Ensure suppliers include details of their approach to
service improvement in contracts A. Ensure suppliers include details of their approach to service improvement in contracts What considerations influence the supplier strategy of an organization? A. Contracts and agreements C. Corporate culture of the organization What is a problem? A. An addition or modification that could have an effect on services C. A cause or potential cause of one or more incidents What is the purpose of the 'relationship management' practice? A. To align the organization's practices and services with changing business needs B. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels Which is intended to help an organization adopt and adapt ITIL guidance? A. The four dimensions of service management B. The guiding principles What is an output? A. A change of state that has significance for the management of a configuration item D. Something created by carrying out an activity What is the reason for using a balanced bundle of service metrics? A. It reduces the number of metrics that need to be collected C. It provides an outcome-based view of services Why should incidents be prioritized? A. To help automated matching of incidents to problems or known errors C. To ensure that incidents with the highest business impact are resolved first Which practice has a purpose that includes helping the organization to maximize value, control A. Relationship management Why should service desk staff detect recurring issues? A. To help identify problems A. To help identify problems Which value chain activity communicates the current status of all four dimensions of service management? A. Improve Which guiding principle is PRIMARILY concerned with consumer's revenue and growth? A. Keep it simple and practical Which practice provides visibility of the organization's services by capturing and reporting on service performance? A. Service desk B. Service level management Which is the BEST example of an emergency change? A. The implementation of a planned new release of a software application C. The implementation of a security patch to a critical software application Which guiding principle recommends assessing the current state and deciding what can be A. Focus on value Select the service management dimension which is focused on an organization's relationships with other organizations to deliver its services A. Organizations and people D. Partners and suppliers Identify the missing word(s) in the following sentence. ITIL 4 has introduced the ____, to ensure that the organization constantly co-creates value with all stakeholders through the use and management of products and services. A. Service value chain Select the term which best describes a fit for use service A. Outcome Select the service management dimension which is focused on the roles and responsibilities of the people involved in a process workflow A. Organizations and people A. Organizations and people Select the number of questions on the ITIL 4 Foundation exam A. 75 Which of the following is NOT an activity within the service value chain? A. Obtain/Build Select the term which best describes a person or a group of people which has its own functions with responsibilities, authorities, and relationships to achieve its objectives A.
Customer Which is intended to help an organization adopt and adapt ITIL guidance? A. Practices D. The guiding principles View and examine the following available responses. Select the question type on the ITIL4 exam which requires you to identify a term based on a specific word for word definition A. Description Select the item which refers to the value of co-creation by facilitating outcomes which a customer wishes to achieve without the customer having to manage specific costs and risks A. Warranty Select the minute duration of the ITIL 4 Foundation exam A. 120 Select the industrial revolution which occurred in the 1980s with the large spread adoption of computers A. First Select the item which refers to an outcome description A. Tangible or intangible deliverables C. Results for a stakeholder Which guiding principle is concerned with an understanding of how all the parts of an organization work together in an integrated way? A. Optimize and automate B. Think and work holistically Which statement about the value chain activities is CORRECT? A. Service value chain activities receive and provide triggers for further actions to be taken A. Service value chain activities receive and provide triggers for further actions to be taken You have been asked to investigate an email service within your organization that is failing to meet its intended outcomes. You begin by determining the intended outcome and then observe the current service with as much objectivity as possible. Based on your observations, you are able to determine that the current service is not meeting its utility and warranty requirements. Which guiding principles best describes your actions in this scenario? A. Optimize and automate Select the statement which describes the nature of the guiding principles A. A guiding principle can guide an organization in all circumstances A. A guiding principle can guide an organization in all circumstances Select the set of specialized organizational capabilities for enabling value to customers in the form of services A. Service levels Select the ITIL concept which describes governance A. The seven guiding principles D. The service value system Select the service management dimension which is focused on the communication systems and knowledge bases used by employees A. Organizations and people D. Information and technology What release uses two mirrored production environments? A. First, Second releases Incident management can have an enormous impact on customer and user ________? A. Satisfaction What usually requires a separate process? A. Managing major incidents A. Managing major incidents What changes are not typically included in a change schedule? A. Standard changes The addition, modification, or removal of anything that could have a direct or indirect effect on ______? A. Value A _________ is a configuration of an organization's resources designed to offer value for a consumer. A. Service In the information security management practice, what is done to ensure that security incidents don't occur? A. Prevention What practice will ensure the availability of information? A. Relationship management B. Information security management What practice will establish and nurture the links between the company and its stakeholders? A. Relationship management A. Relationship management In what practice will you negotiate and agree on contracts and arrangements? A. Vendor
management What is it called when the products or services are developed and/ or delivered internally by the business? A. Outsourcing _______ is the procurement of a product or service from more than one independent supplier. A. Outsourcing What practice is to observe services and service components, and record and report selected changes of their states? A. Monitoring and event management A. Monitoring and event management What events allow actions to be taken before any negative impact is actually experienced by the business? A. Informational events What should be done to ensure successful monitoring and event management? A. Automation What is used to document the timing for releases? A. Release register What events do not require action at the time they are identified? A. Informational events What in release management enables learning and improvement, and helps to ensure that customers are satisfied? A. Release review C. Release post-implementation review What is it called when Components are integrated, tested, and deployed when they are needed, providing frequent opportunities for customer feedback loops? A. Phased deployment What does the W stand for in a SWOT analysis? A. Waste Who is responsibility for continual improvement? A. Senior management What changes are low-risk, pre-authorized changes that are well understood and fully documented, and can be implemented without needing additional authorization? A. Standard changes What events require action, even though business impact may not yet have been experienced? A. Informational events What is used to help plan changes, assist in communication, avoid conflicts, and assign resources? A. Change calendar Change enablement is usually focused on changes in? A. People The change authority should be assigned to? A. Each type of change Service actions are performed by the service provider according to the? A. Needs of the consumer D. Agreement with the consumer The supplier strategy, sometimes called the ____? A. Vendor strategy What is specifically aimed at managing the acquisition, development, release, deployment, maintenance, and eventual retirement of software assets? A. Software contract management C. Software asset management What practice requires accurate inventory information, which it keeps in an asset register? A. IT Asset management Cloud-based assets must be assigned to specific products or groups so that _______ can be managed. A.
Cost A ____ is a controlled environment established to test products, services, and other configuration items A. Demo environment What is a list of minimum requirements that a service or service component must meet for it to be acceptable to key stakeholders? A. Acceptance requirements Agile is an umbrella term for frameworks such as? A. Scrum What is a way of working that has been proven to be successful by multiple organizations? A. Organizational practices What are changes that need to be scheduled, assessed, and authorized following a process? A. Standard changes The asset register is used in what practice? A. Incident management Which practice observe services and service components, and record and report selected changes? A. Event management D. Monitoring and event management Which of the following statement about authentication is correct? A. It's about ensuring someone is who they claim to be A. It's about ensuring someone is who they claim to be The use of scripts can help which of the following? A. User
satisfaction C. Diagnose and resolve a simple incident What is a justification for expenditure of organizational resources, providing information about costs, benefits, options, risks, and issues? A. Business spending What should be everyone responsibility in an organization? A. Fixing incidents Which of the following statement is correct about the continual improvement register (CIR)? A. There can be more than one CIR in an organization A. There can be more than one CIR in an organization What change maybe subject to less testing than others? A. Standard Change Information security is critically dependent upon the? A. Technology available to secured IT assets C. The behavior of people throughout the organization Which of the following statement is true about non-repudiation? A. It's about ensuring that someone can deny that they took an action B. It's about ensuring that someone can't deny that they took an action Change enablement balances the need to make beneficial changes and ____________? A. The method to implement the change B. The adverse effect of changes In high velocity organizations, it is common for change management practice to be? A. Done by a single group C. Decentralized change approval Which of the following is not an external factor in the four dimensions model? A. Changes What choice is defined in ITIL to support the holistic approach is service management? A. Four dimensions model Which of the following can lead to poor decision-making and in turn impact the organization's ability to improve internal capabilities? A. Insufficient changes C. Insufficient visibility of work Which guiding principle is about ensuring that service management includes understanding of how all parts of an organization work together? A. Focus on value D. Think and work holistically Which of the following will represent the steps and organization take in the creation of value? A. Four dimensions model B. The service value chain What is the point of communication between the service provider and all its users? A. Call center Which of the following statement is correct about service request fulfillment? A. Should be standardized and automated to the greatest degree possible A. Should be standardized and automated to the greatest degree possible What role is held accountable for the delivery of a specific service? A. Service Owner A risk assessment does not need to be repeated for which of the following change? A. Standard changes Which practice coordinates the classification and ownership of incidents? A. Change enablement Engage, plan, and improve are examples of? A. Service value chain Organizational change management manages the _________ aspects of changes to ensure that improvements and organizational transformations are implemented successfully. A. Cost Which is NOT a component of the service value system? A. Governance Which of the following statement is correct about effective incident management? A. Often requires a high level of collaboration within and between teams A. Often requires a high level of collaboration within and between teams Which service value chain activity is done to provide a good understanding of stakeholder needs? A. Plan When managing information security, an organization must strive to achieve a balance between protecting the organization and __________. A.
Allowing it to innovate A. Allowing it to innovate Which of the following practice has a major influence on how users perceived services? A. Supplier management Which of the following is not an example of an operational metrics? A. Availability D. Service deployment times An IT asset is any __________ valuable component that can contribute to the delivery of an IT product or service. A. Commercially Service request fulfillment generally includes which of the following types of changes? A. Emergency change Which deployment approach allows for frequent customer feedback? A. Phased deployment A router was recently upgraded with new memory. What practice will ensure this router is implemented into operations? A.
Service desk What practice helps to optimize the use of valuable resources? A. IT asset management Information security management is primary driven by? A. Users C. The most senior level in the organization What is it called when new or changed components are deployed to just part of the production environment at a time? A. Phased deployment A new software has been made available on the network and users are able to install it at a time that is convenient for them. What deployment approaches this? A. Phased deployment Which of the following statement about change enablement is correct? 1. Scope is defined by the organization A. 1 and 2 Which of the following would be an example of a service requests? A.
Deploy a new change D. Giving feedback compliments and complaints about services It is common practice to use a decentralize change approval process in what type of organization? A. Low-velocity organization C. High-velocity organization The IT department will be installing a new application to all users over the weekend. What deployment approach is this? A. Phased deployment ITIL SVS includes how many general management practices? A. 10 Events are often classified as: 1. Informational A.
1 and 2 only What is an arrangement of configuration items (CIs) or other resources that work together to deliver a product or service? A. Configuration What is a measure of whether the objectives of a practice, service or activity have been achieved? A. Effectiveness What is the maximum acceptable period of time following a service disruption that can elapse before the lack of business functionality severely impacts the organization? A. RPO Which practice handles requests for information from users?The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users.
Which practice has the purpose of making new and changed services and features available for use?Release management, and deployment management. The purpose of the release management practice is to make new and changed services and features available for use.
Which practice helps to ensure that the services delivered to customers are aligned with their needs?Service Management Practices
To ensure that services deliver agreed levels of availability to meet the needs of customers and users.
Which practice provides support for managing feedback compliments and complaints from users?Service request management can provide a channel for improvement initiatives, compliments, and complaints from users. It also contributes to improvement by providing trend, quality, and feedback information about fulfilment of requests.
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2) which practice includes the classification and ownership of queries and requests from users?
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