What is the definition of change?
Options are :
To ensure that accurate and reliable information about the configuration of services is available
To make new and changed services and features available for use
To move new or changed hardware, software, or any other component to live environments
To add, modify or remove anything that could have a direct or indirect effect on services
Answer : To add, modify or remove anything that could have a direct or indirect effect on services
Which is a recommendation of the 'continual improvement' practice?
Options are :
'Continual improvement' should be isolated from other practices
All improvements should be managed as multi-phase projects
There should at least be a small team dedicated to leading 'continual improvement' efforts
External suppliers should be excluded from improvement initiatives
Answer : There should at least be a small team dedicated to leading 'continual improvement' efforts
ITIL Foundation Certification Exam Questions
Which is NOT usually included as part of incident management?
Options are :
The use of specialized knowledge for complicated incidents
Scripts for collecting initial information about incidents
Detailed procedures for the diagnosis of incidents
Formalized procedures for logging incidents
Answer : Detailed procedures for the diagnosis of incidents
What should be done first when applying the 'focus on value' guiding principle?
Options are :
Determine the cost of providing the service
Identify all suppliers and partners involved in the service
Determine who the service consumer is in each situation
Identify the outcomes that the service facilitates
Answer : Determine who the service consumer is in each situation
Which practices are typically involved in the implementation of a problem resolution? 1. Continual improvement 2. Service request management 3. Service level management 4. Change control
Options are :
3 and 4
1 and 2
2 and 3
1 and 4
Answer : 1 and 4
ITIL Foundation Certification Exam Questions and Answers
Which is a recommendation of the 'service desk' practice?
Options are :
Service desks should be highly technical
Service desks should understand the wider organization
Service desks should avoid the use of automation
Service desks should be a physical team in a single fixed location
Answer : Service desks should understand the wider organization
Which value chain activity ensures people understand the organization's vision?
Options are :
Improve
Plan
Obtain/build
Deliver and support
Answer : Plan
Which practice provides a single point of contact for users?
Options are :
Change control
Service desk
Incident management
Service request management
Answer : Service desk
ITIL Foundation Certification Exam
How does categorization of incidents assist the 'incident management' practice?
Options are :
It helps direct the incident to the correct support area
It determines the priority assigned to the incident
It determines how the service provider is perceived
It ensures that incidents are resolved in timescales agreed with the customer
Answer : It helps direct the incident to the correct support area
Which practice is responsible for moving components to live environments?
Options are :
Change control
Deployment management
Release management
IT asset management
Answer : Deployment management
What is the definition of warranty?
Options are :
A tangible or intangible deliverable that is produced by carrying out an activity
A possible event that could cause harm or loss, or make it more difficult to achieve objectives
The assurance that a product or service will meet agreed requirements
The functionality offered by a product or service to meet a particular need
Answer : The assurance that a product or service will meet agreed requirements
ITIL Foundation Certification Exam Mock Test
Which describes the nature of the guiding principles?
Options are :
Guiding principles can guide an organization in all circumstances
Each guiding principle mandates specific actions and decisions
Guiding principles describe the processes that all organizations must adopt
An organization will select and adopt only one of the seven guiding principles
Answer : Guiding principles can guide an organization in all circumstances
Which practice includes the classification and ownership of queries and requests from users?
Options are :
Service desk
Incident management
Service level management
Change control
Answer : Service desk
Which ITIL concept describes governance?
Options are :
The service value chain
The four dimensions of service management
The seven guiding principles
The service value system
Answer : The service value system
ITIL Foundation Certification Exam
Which statement about the value chain activities is CORRECT?
Options are :
Every practice belongs to a specific value chain activity
Each value chain activity contributes to the value chain by transforming specific inputs into outputs
Service value chain activities form a single workflow that enables value creation
A specific combination of value chain activities and practices forms a service relationship
Answer : Each value chain activity contributes to the value chain by transforming specific inputs into outputs
Which practice identifies metrics that reflect the customer's experience of a service?
Options are :
Service level management
Continual improvement
Service desk
Problem management
Answer : Service level management
What is the definition of an event?
Options are :
Any component that needs to be managed in order to deliver an IT service
Any change of state that has significance for the management of a service or other configuration item
Any financially valuable component that can contribute to the delivery of an IT product or service
An unplanned interruption to a service or reduction in the quality of a service
Answer : Any change of state that has significance for the management of a service or other configuration item
ITIL Foundation Certification Exam Questions and Answers
Which would be supported by the 'service request management' practice?
Options are :
A request from a user for something which is a normal part of service delivery
A request to restore service after a service interruption
A request to authorize a change that could have an effect on a service
A request to investigate the cause of multiple related incidents
Answer : A request from a user for something which is a normal part of service delivery
Which practice has the purpose of making new and changed services and features available for use?
Options are :
Change control
Release management
Deployment management
Service request management
Answer : Release management
How should an organization adopt continual improvement methods?
Options are :
Select a single method for all improvements that the organization handles
Build the capability to use as many improvement methods as possible
Use a new method for each improvement the organization handles
Select a few key methods for the types of improvement that the organization handles
Answer : Select a few key methods for the types of improvement that the organization handles
ITIL Foundation Certification Exam Questions
How does customer engagement contribute to the "service level management" practice?
1. It ensures the organization meets defined service levels
2. It supports progress discussions
3. It captures information that metrics can be based on
4. It defines the workflows for service requests
Options are :
1 and 4
3 and 4
1 and 2
2 and 3 (Correct)
Answer :2 and 3
What is defined as the practice of ensuring that an organization's suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services?
Options are :
Capacity and performance management
Service level management
Supplier management (Correct)
Monitoring and event management
Answer :Supplier management
Identify the missing word(s) in the following sentence.
Continual improvement is the alignment of the organization's practices and services with changing business needs through the [?] and improvement of services, service components, practices, or any element involved in the efficient and effective management of products and services.
Options are :
Ongoing identification (Correct)
Process identification
Change requests
Escalation requests
Answer :Ongoing identification
Pepper is leading an improvement initiative within Stark Industries
She was told that the company wants to have the highest customer satisfaction in the industry. Currently, the company has a customer satisfaction rating of 92% but the industry leader has an average of 94%.
Pepper decides that the company should set their goal of obtaining a 96% customer satisfaction score within the next 12 months.
Which step of the continual improvement model is Pepper in at this moment?
Options are :
Where do we want to be? (Correct)
What is the vision?
How do we get there?
Where are we now?
Answer :Where do we want to be?
What is the purpose of the "continual improvement" practice?
Options are :
Supporting the agreed quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner
Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible
Ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful IT changes
Aligning 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 (Correct)
Answer :Aligning 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
What is usually included as part of "incident management"?
Options are :
Use of specialized knowledge for complicated incidents (Correct)
Detailed procedures for the diagnosis of incidents
Authority to implement changes to a system
Observation of all services and service components to identify any change in state
Answer :Use of specialized knowledge for complicated incidents
What is usually included as part of "incident management"?
Options are :
Detailed procedures for the diagnosis of incidents
Observation of all services and service components to identify any change in state
Authority to implement changes to a system
Formalized processes for logging incidents (Correct)
Answer :Formalized processes for logging incidents
Which describes outputs?
Options are :
Configuration of an organization's resources
Functionality offered by a product or service
Results for a stakeholder
Tangible or intangible deliverables (Correct)
Answer :Tangible or intangible deliverables
During which step of the continual improvement model is change management and release management usually performed?
Options are :
Where do we want to be?
Where are we now?
What is the vision?
Take action (Correct)
Answer :Take action
What is the purpose of the "relationship management" practice?
Options are :
To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels (Correct)
To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
To align the organization's practices and services with changing business needs
Answer :To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels
Indicate the correct order for “How do we keep the momentum going�? in the ITIL4 perspective using the items listed below.
i. Did we get there?
ii. Take action.
iii. What is the vision?
iv. How do we get there?
v. Where are we now?
vi. Where do we want to be?
Options are :
vi, v, iii, iv, ii, i
iii, v, vi, ii, i, vi
v, vi, iii, iv, ii, i
iii, v, vi, iv, ii, i (Correct)
Answer :iii, v, vi, iv, ii, i
Identify the missing word(s) in the following sentence.
A known error is a(n) [?] that has been analyzed but has not been resolved.
Options are :
Event
Change
Problem (Correct)
Incident
Answer :Problem
How does "service level management" contribute to the "design and transition" value chain activity?
Options are :
Provides information about the actual service performance and trends
Provides objectives for component and service performance for products and services
Collects feedback during interactions and communicates service performance objectives to the operations and support teams
Provides feedback from interactions with customers into new or changed services (Correct)
Answer :Provides feedback from interactions with customers into new or changed services
Which value chain activity includes portfolio decisions for design and transition?
Options are :
Improve
Plan (Correct)
Engage
Deliver and support
Answer :Plan
What is the purpose of the "release management" practice?
Options are :
Moving new or changed hardware, software, documentation, processes, or any other service component to the next workstream.
Supporting the agreed quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner
Making new and changed services and features available for use (Correct)
Ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful IT changes
Answer :Making new and changed services and features available for use
What is the definition of a configuration item?
Options are :
A particular set of settings or options on a given piece of equipment
Any component that needs to be managed in order to deliver an IT service (Correct)
Any valuable component that can contribute to the delivery of an IT product or service
A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
Answer :Any component that needs to be managed in order to deliver an IT service
Identify the missing word(s) in the following sentence.
A sponsor is a person who authorizes [?} for service consumption.
Options are :
Outcomes
Outputs
Requirements
Budget (Correct)
Answer :Budget
When working within the "what is the vision" step of the continual improvement model, what must you ensure to occur?
Options are :
The detailed steps of how to achieve your objectives
The current processes being used
The high-level direction of the initiative has been understood (Correct)
What metrics you will use to measure success
Answer :The high-level direction of the initiative has been understood
Which ITIL concept describes practices?
Options are :
Seven guiding principles
Four dimensions of service management
Service value chain
Service value system (Correct)
Answer :Service value system
Which statement about a change authority is CORRECT?
Options are :
Normal changes are pre-authorized and do not need a change authority
A change authority should be assigned for each type of change and change model (Correct)
A single change authority should be assigned to authorize all types of change and change models
Emergency changes can be implemented without authorization from a change authority
Answer :A change authority should be assigned for each type of change and change model
What is the purpose of the "deployment management" practice?
Options are :
Making new and changed services and features available for the next phase of a project
Ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful IT changes
Supporting the agreed quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner
Moving new or changed hardware, software, documentation, processes, or any other service component to live environments (Correct)
Answer :Moving new or changed hardware, software, documentation, processes, or any other service component to live environments
During a review of the New Account Creation process at your Stark Industries, you determine that the current process requires 22 steps to create a new account. As you analyze each step, you find that steps 3, 5 and 15 provide no value to the process or the organization.
Based on which guiding principle should you eliminate steps 3 and 5 from the process?
Options are :
Optimize and automate
Keep it simple and practical (Correct)
Think and work holistically
Focus on value
Answer :Keep it simple and practical
Which guiding principle recognizes the complexity of a system and seeks to understand the relationships between the various components that make up a service?
Options are :
Optimize and automate
Keep it simple and practical
Think and work holistically (Correct)
Collaborate and promote visibility
Answer :Think and work holistically
To ensure that the organization has the right mix of programs, projects, products, and services to execute the organization's strategy within its funding and resource constraints.
Select the term which matches the definition of the above.
Options are :
Change Management
Portfolio Management (Correct)
Project Management
Relationship Management
Answer :Portfolio Management
What is the purpose of the "change enablement" practice?
Options are :
Ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful IT changes (Correct)
Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
Making new and changed services and features available for use
Aligning 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
Answer :Ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful IT changes
The U of T has an online training department that provides asynchronous, on-demand video training for the ITIL 4 certifications.
To provide these on-demand videos, the school relies on a third-party service provider to host the videos securely and stream the content directly to students when requested through the school's website.
The U of T is responsible for managing the amount of storage space utilized on the service provider's server, as well as determining whether a student may or may not watch a particular video.
What best describes these activities?
Options are :
Service offering
Service consumption (Correct)
Warranty of a service
Service provision
Answer :Service consumption
In the context of ITIL4, what is a problem?
Options are :
An addition or modification that could have an effect on services
Any change of state that has significance for the management of a configuration item
A cause or potential cause of one or more incidents (Correct)
An unplanned reduction in the quality of a service
Answer :A cause or potential cause of one or more incidents
What is defined as the practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information?
Options are :
Information security management (Correct)
Change enablement
Service continuity management
Availability management
Answer :Information security management
Which practice provides a single point of contact for users?
Options are :
Change enablement
Service desk (Correct)
Service request management
Incident management
Answer :Service desk
Which practice provides visibility of the organization's services by capturing and reporting on service performance?
Options are :
Service level management (Correct)
Service configuration management
Service desk
Service request management
Answer :Service level management
You are working as a service desk manager. One of your analysts has created a new workaround for a problem that has been causing issues for users for the last few hours. To ensure all users across the network are notified of this workaround, you decide to post the workaround on the front page of your user service portal on the intranet.
During which value chain activity would this occur?
Options are :
Plan
Obtain/build
Engage (Correct)
Improve
Answer :Engage
Which practice is responsible for moving components to live environments?
Options are :
IT asset management
Deployment management (Correct)
Release enablement
Change enablement
Answer :Deployment management
What is the purpose of the "change control" practice?
Options are :
Making new and changed services and features available for use
Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
Aligning 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
Ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful IT changes (Correct)
Answer :Ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful IT changes
To systematically observe services and service components, and record and report selected changes of state identified as events, through identifying and prioritizing infrastructure, services, business processes, and information security events, and establishing the appropriate response to those events, including responding to conditions that could lead to potential faults or incidents.
Select the term which matches the definition of the above.
Options are :
Release management
Change Management
Monitoring and event management (Correct)
Project Management
Answer :Monitoring and event management
Which service management dimension is focused on the roles and responsibilities of the people involved in a process workflow?
Options are :
Information and technology
Partners and suppliers
Organizations and people (Correct)
Value streams and processes
Answer :Organizations and people
What is NOT a phase in problem management?
Options are :
Error control
Problem identification
Incident analysis (Correct)
Problem control
Answer :Incident analysis
Pepper has been hired by your company to lead the process improvement efforts.
You have shared with her the overall vision for the process improvement and she begins to analyze your current resources, processes, and metrics.
What step of the continual improvement model is Pepper performing?
Options are :
Where are we now? (Correct)
What is the vision?
Where do we want to be?
How do we get there?
Answer :Where are we now?
Which is part of service provision?
Options are :
The grouping of one or more services based on one or more products
The management of resources needed to consume the service
The management of resources configured to deliver the service (Correct)
The joint activities performed to ensure continual value co-creation
Answer :The management of resources configured to deliver the service
Which is included in the purpose of the 'design and transition' value chain activity?
Options are :
Ensuring that service components are available when needed
Providing transparency and good stakeholder relationships
Continually meeting stakeholder expectations for costs (Correct)
Supporting services according to specifications
Answer :Continually meeting stakeholder expectations for costs
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
Options are :
Change control
Problem management (Correct)
Continual improvement
Service desk
Answer :Problem management
Which dimension considers how knowledge assets should be protected?
Options are :
Partners and suppliers
Value streams and processes
Organizations and people
Information and technology (Correct)
Answer :Information and technology
What is defined as a cause, or potential cause, of one or more incidents?
Options are :
Event
Problem (Correct)
Change
Known error
Answer :Problem
When should the effectiveness of a problem workaround be assessed?
Options are :
Whenever the workaround is used (Correct)
Whenever the problem is prioritized
Whenever the workaround becomes a known error
Whenever the problem is resolved
Answer :Whenever the workaround is used
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?
Options are :
Change control
IT asset management
Service desk
Service request management (Correct)
Answer :Service request management
What is warranty?
Options are :
Assurance that a product or service will meet agreed requirements (Correct)
The perceived benefits, usefulness and importance of something
The functionality offered by a product or service to meet a particular need
The amount of money spent on a specific activity or resource
Answer :Assurance that a product or service will meet agreed requirements
Identify the missing word in the following sentence.
The purpose of the supplier management practice is to ensure that the organization's suppliers and their [_____] are managed appropriately to support the seamless provision of quality products and services.
Options are :
performances (Correct)
users
costs
value
Answer :performances
Which statement about service desks is CORRECT?
Options are :
The service desk should work in close collaboration with support and development teams (Correct)
The service desk should escalate all technical issues to support and development teams
The service desk should rely on self-service portals instead of escalation to support teams
The service desk should remain isolated from technical support teams
Answer :The service desk should work in close collaboration with support and development teams
Identify the missing word in the following sentence.
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [_____].
Options are :
services (Correct)
values
assets
elements
Answer :services
Which statement about a "continual improvement register" is CORRECT?
Options are :
It should be managed at the senior level of the organization
It should be used to capture user demand
There should only be one for the whole organization
It should be re-prioritized as ideas are documented (Correct)
Answer :It should be re-prioritized as ideas are documented
What are the MOST important skills required by service desk staff?
Options are :
Technical skills
Supplier management skills
Incident analysis skills (Correct)
Problem resolution skills
Answer :Incident analysis skills
Which is a service request?
Options are :
Requesting investigation of a degraded service
Requesting an enhancement to an application
Requesting a workaround for an issue
Requesting information about how to create a document (Correct)
Answer :Requesting information about how to create a document
When should a full risk assessment and authorization be carried out for a standard change?
Options are :
When the procedure for the standard change is created (Correct)
At least once a year
Each time the standard change is implemented
When an emergency change is requested
Answer :When the procedure for the standard change is created
Which practice coordinates the classification, ownership and communication of service requests and incidents?
Options are :
Service desk (Correct)
Relationship management
Problem management
Supplier management
Answer :Service desk
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
Options are :
Start where you are (Correct)
Focus on value
Progress iteratively with feedback
Keep is simple and practical
Answer :Start where you are
What is the purpose of the 'deployment management' practice?
Options are :
To set clear business-based targets for service performance
To move new or changed components to live environments (Correct)
To make new or changed services available for use
To ensure services achieve agreed and expected performance
Answer :To move new or changed components to live environments
Which statement about the steps to fulfill a service request is CORRECT?
Options are :
They should be well-known and proven (Correct)
They should be brief and simple
They should include incident handling
They should be complex and detailed
Answer :They should be well-known and proven
How does a service consumer contribute to the reduction of risk?
Options are :
By managing server hardware
By communicating constraints (Correct)
By paying for the service
By managing staff availability
Answer :By communicating constraints
Which two statements about an organization's culture are CORRECT?
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization
Options are :
1 and 2
2 and 3
1 and 4 (Correct)
3 and 4
Answer :1 and 4
Which describes a set of defined steps for implementing improvements?
Options are :
The 'improve' value chain activity
The 'continual improvement register'
The 'continual improvement model' (Correct)
The 'engage' value chain activity
Answer :The 'continual improvement model'
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?
Options are :
An IT asset
A service (Correct)
Continual improvement
Service management
Answer :A service
Which statement about emergency changes is CORRECT?
Options are :
The testing of emergency can be eliminated in order to implement the change quickly
Emergency changes should be authorized and implemented as service requests
The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly (Correct)
Emergency changes must be fully documented before authorization and implementation
Answer :The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly
Which statement about outcomes is CORRECT?
Options are :
An outcome can be enabled by more than one output (Correct)
An output can be enabled by one or more outcomes
An outcome is a tangible or intangible activity
Outcomes are how the service performs
Answer :An outcome can be enabled by more than one output
Identify the missing words in the following sentence.
The management of information security incidents usually requires [______].
Options are :
Third party support
Immediate escalation
Specialist teams
A separate process (Correct)
Answer :A separate process
What is a recommendation of the 'focus on value' guiding principle?
Options are :
Focus on value at every step of the improvement (Correct)
Focus on value for the service provider first
Make 'focus on value' a responsibility of the management
Focus on the value of new and significant projects first
Answer :Focus on value at every step of the improvement
Which guiding principle recommends standardizing and streamlining manual tasks?
Options are :
Focus on value
Optimize and automate (Correct)
Think and work holistically
Collaborate and promote visibility
Answer :Optimize and automate
What are the ITIL guiding principles used for?
Options are :
To help an organization make good decisions (Correct)
To direct and control an organization
To ensure that an organization's performance continually meets stakeholders' expectations
To identify activities that an organization must perform in order to deliver a valuable service
Answer :To help an organization make good decisions
What are 'engage', 'plan' and 'improve' examples of?
Options are :
Service level management
Change control
Service value chain activities (Correct)
Service value chain inputs
Answer :Service value chain activities
Which is NOT a component of the service value system?
Options are :
The four dimensions of service management (Correct)
Governance
The guiding principles
Practices
Answer :The four dimensions of service management
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
Options are :
Each iteration should be continually re-evaluated based on feedback (Correct)
Feedback should be reduced for large improvements as it is unlikely that circumstances will change
Each iteration should be designed before starting the initiative and implemented without feedback
Feedback should only be taken into account when one iteration fails to meet its objective
Answer :Each iteration should be continually re-evaluated based on feedback
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
Options are :
Keep it simple and practical (Correct)
Collaborate and promote visibility
Optimize and automate
Start where you are
Answer :Keep it simple and practical
Which practice updates information relating to symptoms and business impact?
Options are :
Service level management
Incident management (Correct)
Service request management
Change control
Answer :Incident management
What helps diagnose and resolve a simple incident?
Options are :
Rapid escalation
Problem prioritization
Formation of a temporary team
The use of scripts (Correct)
Answer :The use of scripts
When planning 'continual improvement', which approach for assessing the current state of a service is CORRECT?
Options are :
An organization should always use a single technique to ensure metrics are consistent
An organization should always use an approach that combines Lean, Agile and DevOps methodologies
An organization should always develop competencies in methodologies and techniques that will meet their needs (Correct)
An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
Answer :An organization should always develop competencies in methodologies and techniques that will meet their needs
Which practice has a purpose that includes ensuring that risks have been properly assessed?
Options are :
Problem management
Service configuration management
Service level management
Change control (Correct)
Answer :Change control
When should a change request be submitted to resolve a problem?
Options are :
As soon as a workaround for the problem has been identified
As soon as the analysis of cost, risks and benefits justifies the change (Correct)
As soon as a solution for the problem has been identified
As soon as the analysis of the frequency and impact of incidents justifies the change
Answer :As soon as the analysis of cost, risks and benefits justifies the change
Which service level metrics are BEST for measuring user experience?
Options are :
Operational metrics
Single system-based metrics
Metrics linked to defined outcomes (Correct)
Metrics for the percentage of uptime of a service
Answer :Metrics linked to defined outcomes
Which is a key requirement for a successful service level agreement?
Options are :
It should be written in legal language
It should be based on the service provider's view of the service
It should relate to simple operational metrics
It should be simply written and easy to understand (Correct)
Answer :It should be simply written and easy to understand
What is the definition of utility?
Options are :
The assurance that a product or service will meet agreed requirements
A possible event that could cause harm or loss, or make it more difficult to achieve objectives
The functionality offered by a product or service to meet a particular need (Correct)
A tangible or intangible deliverable that is produced by carrying out an activity
Answer :The functionality offered by a product or service to meet a particular need
Identify the missing word(s) in the following sentence. A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.
Options are :
Outcomes (Correct)
Cost
Outputs
Benefits
Answer :Outcomes
What is the definition of an IT asset?
Options are :
A particular set of settings or options on a given piece of equipment
Any valuable component that can contribute to the delivery of an IT product or service (Correct)
A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
Any component that needs to be managed in order to deliver an IT service
Answer :Any valuable component that can contribute to the delivery of an IT product or service
Identify the missing word(s) in the following sentence. A(n) [?] is any component that needs to be managed in order to deliver an IT service.
Options are :
Product
Outputs
Asset
Configuration item (Correct)
Answer :Configuration item
What is the purpose of the 'relationship management' practice?
Options are :
Establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels (Correct)
Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
Setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets
Ensuring that an organization's suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services
Answer :Establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels
What is the purpose of the 'problem management' practice?
Options are :
Ensuring that services deliver agreed levels of availability or that change can be assessed
Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible
Reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors (Correct)
Answer :Reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
Identify the missing word in the following sentence. [?] management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.
Options are :
Availability
Event
Incident (Correct)
Problem
Answer :Incident
What is defined as the practice of aligning 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?
Options are :
Service level management
Service request management
Continual improvement (Correct)
Capacity and performance management
Answer :Continual improvement
Identify the missing word in the following sentence. Service [?] management is the practice of setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets.
Options are :
Capacity
Availability
Request
Level (Correct)
Answer :Level
Dion Training has decided not to run their own email servers. Instead, Dion Training pays a monthly service fee to Google's G-Suite to provide email services to the company so that Dion Training can receive emails from its students. What best describes this co-creation of value by Dion Training and Google in order to provide email support to Dion Training's students?
Options are :
Service offering
Service relationship management (Correct)
Service provision
Service consumption
Answer :Service relationship management
What term best describes the perceived benefits, usefulness, and importance of something?
Options are :
Utility
Warranty
Outcome
Value (Correct)
Answer :Value
Your organization is preparing to launch a new service. Your manager is concerned that there is a possibility that something bad might happen which could cause the service to fail and the desired outcome won't be achieved. What term best describes your manager's concerns?
Options are :
Outputs
Risks (Correct)
Costs
Utility
Answer :Risks
Fill in the blank. [?] is/are defined as a recommendation that can guide an organization in all circumstances and will guide organizations when adopting service management.
Options are :
Guiding principles (Correct)
Service value chain
Focus on value
Governance
Answer :Guiding principles
You have been assigned to a team that has been asked to identify how your consumers use a particular service, what the service helps them to do, and how the service helps them to identify their goals. Which of the guiding principles should best be applied in your situation?
Options are :
Focus on value (Correct)
Progress iteratively with feedback
Collaborate and promote visibility
Think and work holistically
Answer :Focus on value
Your organization is currently running a web hosting service, but it is not providing sufficient utility and warranty. In order to fix this, a team has been assembled and asked to design a new web hosting service. The team manager suggests that the team first look at the existing service and its processes before they begin to design the new service. What guiding principle is being followed by the team manager?
Options are :
Focus on value
Start where you are (Correct)
Keep it simple and practical
Optimize and automate
Answer :Start where you are
Which guiding principle is focused on involving the right people in the correct roles in order to get additional buy-in for the project and increase the likelihood of long-term success?
Options are :
Collaborate and promote visibility (Correct)
Focus on value
Progress iteratively with feedback
Optimize and automate
Answer :Collaborate and promote visibility
During a review of the New Account Creation process at your company, you determine that the current process requires 15 steps to create a new account. As you analyze each step, you find that steps 3 and 5 provide no value to the process or the organization. Based on which guiding principle should you eliminate steps 3 and 5 from the process?
Options are :
Think and work holistically
Keep it simple and practical (Correct)
Optimize and automate
Focus on value
Answer :Keep it simple and practical
What refers to the use of technology to perform a step or series of steps correctly and consistently with limited or no human involvement?
Options are :
Automation (Correct)
Optimization
Value
Utility
Answer :Automation
Which service management dimension is focused on the roles and responsibilities of the people involved in a process' workflow?
Options are :
Organizations and people (Correct)
Information and technology
Partners and suppliers
Value streams and processes
Answer :Organizations and people
Which service management dimension is focused on the communication systems and knowledge bases used by employees?
Options are :
Organizations and people
Information and technology (Correct)
Partners and suppliers
Value streams and processes
Answer :Information and technology
Which ITIL concept describes practices?
Options are :
Seven guiding principles
Service value system (Correct)
Service value chain
Four dimensions of service management
Answer :Service value system
Which of the following is NOT an activity within the service value chain?
Options are :
Plan
Engage
Delivery and Support
Practice (Correct)
Answer :Practice
Your company has recently engaged a new supplier to provide you with 3 routers that will handle 1 Gbps of throughput. They are scheduled for installation in three months. Your team is currently configuring the devices in preparation for installation into the network architecture based upon the design requirements. Which value chain activity would best categorize your configuration actions in this scenario?
Options are :
Design and transition
Engage
Obtain/build (Correct)
Deliver and support
Answer :Obtain/build
ITIL Foundation Certification Exam Questions - Part 1
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answerhappygod
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