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.
Options are :
Service value chain
Activity chain
Practice system
Service value system (Correct)
Answer :Service value system
Select the term which best describes a �fit for use� service.
Options are :
Outcome
Warranty (Correct)
Value
Utility
Answer :Warranty
Select the service management dimension which is focused on the roles and responsibilities of the people involved in a process workflow.
Options are :
Organizations and people (Correct)
Value streams and processes
Partners and suppliers
Information and technology
Answer :Organizations and people
Select the number of questions on the ITIL 4 Foundation exam.
Options are :
75
60
50
40 (Correct)
Answer :40
Which of the following is NOT an activity within the service value chain?
Options are :
Obtain/Build
Continual improvement (Correct)
Plan
Engage
Answer :Continual improvement
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.
Options are :
Customer
Service Provider
Organization (Correct)
Consumer
Answer :Organization
Which is intended to help an organization adopt and adapt ITIL guidance?
Options are :
Practices
The service value chain
The four dimensions of service management
The guiding principles (Correct)
Answer :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.
Options are :
Description
Comprehension
Explanation
Recollection (Correct)
Answer :Recollection
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.
Options are :
Warranty
Outcome
Service offering
Service (Correct)
Answer :Service
Select the minute duration of the ITIL 4 Foundation exam.
Options are :
120
90
45
60 (Correct)
Answer :60
Select the industrial revolution which occurred in the 1980s with the large spread adoption of computers.
Options are :
First
Fourth
Second
Third (Correct)
Answer :Third
Select the item which refers to an outcome description.
Options are :
Tangible or intangible deliverables
Configuration of an organization's resources
Results for a stakeholder (Correct)
Functionality offered by a product or service
Answer :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?
Options are :
Optimize and automate
Think and work holistically (Correct)
Focus on value
Keep it simple and practical
Answer :Think and work holistically
Which statement about the value chain activities is CORRECT?
Options are :
Service value chain activities receive and provide triggers for further actions to be taken (Correct)
Activities within a service value chain operate independently from each other
Practices are considered a value chain activity
Continual improvement is considered a value chain activity
Answer :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?
Options are :
Optimize and automate
Collaborate and promote visibility
Keep it simple and practical
Start where you are (Correct)
Answer :Start where you are
Select the statement which describes the nature of the guiding principles.
Options are :
A guiding principle can guide an organization in all circumstances (Correct)
Guiding principles describe the processes that all organizations must adopt
Each guiding principle mandates specific actions and decisions
An organization will select one of the principles to adopt
Answer :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.
Options are :
Service levels
Service options
Service companies
Service management (Correct)
Answer :Service management
Select the ITIL concept which describes governance.
Options are :
The seven guiding principles
The service value chain
The four dimensions of service management
The service value system (Correct)
Answer :The service value system
Select the service management dimension which is focused on the communication systems and knowledge bases used by employees.
Options are :
Organizations and people
Partners and suppliers
Value streams and processes
Information and technology (Correct)
Answer :Information and technology
What release uses two mirrored production environments?
Options are :
First, Second releases
Blue/green releases (Correct)
Function/Non-function releases
None of the above
Answer :Blue/green releases
Incident management can have an enormous impact on customer and user ________?
Options are :
Satisfaction (Correct)
Value
View
Needs
Answer :Satisfaction
What usually requires a separate process?
Options are :
Managing major incidents (Correct)
Working on creating value
Collecting customer's requirements
None of the above
Answer :Managing major incidents
What changes are not typically included in a change schedule?
Options are :
Standard changes
Normal changes
Emergency changes (Correct)
None of the above
Answer :Emergency changes
The addition, modification, or removal of anything that could have a direct or indirect effect on ______?
Options are :
Value
Satisfaction
Performance
Services (Correct)
Answer :Services
A _________ is a configuration of an organization's resources designed to offer value for a consumer.
Options are :
Service
Practice
SVS
Product (Correct)
Answer :Product
In the information security management practice, what is done to ensure that security incidents don't occur?
Options are :
Prevention (Correct)
Detection
Correction
Controls
Answer :Prevention
What practice will ensure the availability of information?
Options are :
Relationship management
Information security management (Correct)
Incident management
Service desk management
Answer :Information security management
What practice will establish and nurture the links between the company and its stakeholders?
Options are :
Relationship management (Correct)
Stakeholder management
Change management
Service desk management
Answer :Relationship management
In what practice will you negotiate and agree on contracts and arrangements?
Options are :
Vendor management
Staff Management
Supplier management (Correct)
Change management
Answer :Supplier management
What is it called when the products or services are developed and/ or delivered internally by the business?
Options are :
Outsourcing
Multi-sourcing
Insourcing (Correct)
Single source
Answer :Insourcing
____________ is the procurement of a product or service from more than one independent supplier.
Options are :
Outsourcing
Multi-sourcing (Correct)
Insourcing
Single source
Answer :Multi-sourcing
What practice is to observe services and service components, and record and report selected changes of their states?
Options are :
Monitoring and event management (Correct)
Problem Management
Incident Management
Service level management
Answer :Monitoring and event management
What events allow actions to be taken before any negative impact is actually experienced by the business?
Options are :
Informational events
Warning events (Correct)
Exception events
Error events
Answer :Warning events
What should be done to ensure successful monitoring and event management?
Options are :
Automation (Correct)
Problem identification
Systems updates
Baselines
Answer :Automation
What is used to document the timing for releases?
Options are :
Release register
Release calendar
Release timer
Release schedule (Correct)
Answer :Release schedule
What events do not require action at the time they are identified?
Options are :
Informational events (Correct)
Warning events
Exception events
Error events
Answer :Informational events
What in release management enables learning and improvement, and helps to ensure that customers are satisfied?
Options are :
Release review
Release customer review
Release post-implementation review (Correct)
Release implementation review
Answer :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?
Options are :
Phased deployment
Continuous delivery (Correct)
Big bang deployment
Pull deployment
Answer :Continuous delivery
What does the W stand for in a SWOT analysis?
Options are :
Waste
Weakness (Correct)
Withhold
Witness
Answer :Weakness
Who is responsibility for continual improvement?
Options are :
Senior management
Users
Administrators
Everyone (Correct)
Answer :Everyone
What changes are low-risk, pre-authorized changes that are well understood and fully documented, and can be implemented without needing additional authorization?
Options are :
Standard changes (Correct)
Normal changes
Emergency changes
Non-standard changes
Answer :Standard changes
What events require action, even though business impact may not yet have been experienced?
Options are :
Informational events
Warning events
Exception events (Correct)
Error events
Answer :Exception events
What is used to help plan changes, assist in communication, avoid conflicts, and assign resources?
Options are :
Change calendar
Change authority
Change log
Change schedule (Correct)
Answer :Change schedule
Change enablement is usually focused on changes in?
Options are :
People
Processes
Services
Products and Services (Correct)
Answer :Products and Services
The change authority should be assigned to?
Options are :
Each type of change (Correct)
Standard changes only
Normal changes only
Deny changes
Answer :Each type of change
Service actions are performed by the service provider according to the?
Options are :
Needs of the consumer
Usage of the consumer
Cost to the consumer
Agreement with the consumer (Correct)
Answer :Agreement with the consumer
The supplier strategy, sometimes called the?
Options are :
Vendor strategy
Sourcing strategy (Correct)
Seller strategy
Wholesaler strategy
Answer :Sourcing strategy
What is specifically aimed at managing the acquisition, development, release, deployment, maintenance, and eventual retirement of software assets?
Options are :
Software contract management
Software management
Software asset management (Correct)
Software vendor management
Answer :Software asset management
What practice requires accurate inventory information, which it keeps in an asset register?
Options are :
IT Asset management (Correct)
IT Register Management
IT Software management
IT Hardware management
Answer :IT Asset management
Cloud-based assets must be assigned to specific products or groups so that _______ can be managed.
Options are :
Cost (Correct)
Integrity
The cloud provider
Usage
Answer :Cost
A ____ is a controlled environment established to test products, services, and other configuration items.
Options are :
Demo environment
Test environment (Correct)
User environment
Software environment
Answer :Test environment
What is a list of minimum requirements that a service or service component must meet for it to be acceptable to key stakeholders?
Options are :
Acceptance requirements
Acceptance criteria (Correct)
Minimum requirements
Acceptance requirements
Answer :Acceptance criteria
Agile is an umbrella term for frameworks such as?
Options are :
Scrum
Lean
Kanban
All of the above (Correct)
Answer :All of the above
What is a way of working that has been proven to be successful by multiple organizations?
Options are :
Organizational practices
Best practices (Correct)
Industry practices
User practices
Answer :Best practices
What are changes that need to be scheduled, assessed, and authorized following a process?
Options are :
Standard changes
Normal changes (Correct)
Emergency changes
Non-standard changes
Answer :Normal changes
The asset register is used in what practice?
Options are :
Incident management
Service level management
Deployment management
IT asset management (Correct)
Answer :IT asset management
Which practice observe services and service components, and record and report selected changes?
Options are :
Event management
Problem management
Service management
Monitoring and event management (Correct)
Answer :Monitoring and event management
Which of the following statement about authentication is correct?
Options are :
It's about ensuring someone is who they claim to be (Correct)
It's about ensuring someone is not who they claim to be
It's about ensuring the actions took by an individual can be verified
It's about having users enter their username when logging in to a computer
Answer :It's about ensuring someone is who they claim to be
The use of scripts can help which of the following?
Options are :
User satisfaction
Problem management
Diagnose and resolve a simple incident (Correct)
Managing large problems
Answer :Diagnose and resolve a simple incident
What is a justification for expenditure of organizational resources, providing information about costs, benefits, options, risks, and issues?
Options are :
Business spending
Business assessment
Business impact assessment
Business case (Correct)
Answer :Business case
What should be everyone responsibility in an organization?
Options are :
Fixing incidents
Continual improvement (Correct)
Creating policies
Implementing changes
Answer :Continual improvement
Which of the following statement is correct about the continual improvement register (CIR)?
Options are :
There can be more than one CIR in an organization (Correct)
There must only be a single CIR for the entire organization
The CIR should only be updated by a single group
CIR's are not needed in an organization
Answer :There can be more than one CIR in an organization
What change maybe subject to less testing than others?
Options are :
Standard Change
Normal change
Emergency Change (Correct)
User Change
Answer :Emergency Change
Information security is critically dependent upon the?
Options are :
Technology available to secured IT assets
Skill level of the IT service manager
The behavior of people throughout the organization (Correct)
Type of security software used in the organization
Answer :The behavior of people throughout the organization
Which of the following statement is true about non-repudiation?
Options are :
It's about ensuring that someone can deny that they took an action
It's about ensuring that someone can't deny that they took an action (Correct)
It's about what actions an individual took
It has nothing to do with the actions of an individual
Answer :It's about ensuring that someone can't deny that they took an action
Change enablement balances the need to make beneficial changes and ____________?
Options are :
The method to implement the change
The adverse effect of changes (Correct)
The evolving needs of the business
The cost of the change
Answer :The adverse effect of changes
In high velocity organizations, it is common for change management practice to be?
Options are :
Done by a single group
Done by only senior management
Decentralized change approval (Correct)
Centralize change approval
Answer :Decentralized change approval
Which of the following is not an external factor in the four dimensions model?
Options are :
Changes (Correct)
Political
Economic
Legal
Answer :Changes
What choice is defined in ITIL to support the holistic approach is service management?
Options are :
Four dimensions model (Correct)
Two dimensions model
External factors model
Service model
Answer :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?
Options are :
Insufficient changes
Insufficient user training
Insufficient visibility of work (Correct)
Insufficient understanding of costs
Answer :Insufficient visibility of work
Which guiding principle is about ensuring that service management includes understanding of how all parts of an organization work together?
Options are :
Focus on value
Collaborate and promote visibility
Start where you are
Think and work holistically (Correct)
Answer :Think and work holistically
Which of the following will represent the steps and organization take in the creation of value?
Options are :
Four dimensions model
The service value chain (Correct)
The guiding principles
The ITIL practices
Answer :The service value chain
What is the point of communication between the service provider and all its users?
Options are :
Call center
IT Director
Service Desk (Correct)
Service Center
Answer :Service Desk
Which of the following statement is correct about service request fulfillment?
Options are :
Should be standardized and automated to the greatest degree possible (Correct)
Should not be automated and allow users to implement the changes themselves
Should only be automated if users agree
Automation should not be an option when requesting a change
Answer :Should be standardized and automated to the greatest degree possible
What role is held accountable for the delivery of a specific service?
Options are :
Service Owner (Correct)
Service manager
Service User
Service Director
Answer :Service Owner
A risk assessment does not need to be repeated for which of the following change?
Options are :
Standard changes (Correct)
Normal Changes
Emergency changes
User changes
Answer :Standard changes
Which practice coordinates the classification and ownership of incidents?
Options are :
Change enablement
Incident management
Problem management
Service desk (Correct)
Answer :Service desk
Engage, plan, and improve are examples of?
Options are :
Service value chain (Correct)
Service value
Dimensions model
Service management
Answer :Service value chain
Organizational change management manages the _________ aspects of changes to ensure that improvements and organizational transformations are implemented successfully.
Options are :
Cost
People (Correct)
Service
Implementation
Answer :People
Which is NOT a component of the service value system?
Options are :
Governance
Four Dimensions (Correct)
Service value chain
Continual Improvement
Answer :Four Dimensions
Which of the following statement is correct about effective incident management?
Options are :
Often requires a high level of collaboration within and between teams (Correct)
Often requires no collaboration between teams
Often requires collaboration only between certain teams
Only requires collaboration between the service desk and change management
Answer :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?
Options are :
Plan
Improve
Engage (Correct)
Obtain/build
Answer :Engage
When managing information security, an organization must strive to achieve a balance between protecting the organization and _________________.
Options are :
Allowing it to innovate (Correct)
Conserving resources
Expending resources
Training users
Answer :Allowing it to innovate
Which of the following practice has a major influence on how users perceived services?
Options are :
Supplier management
Relationship management
Service desk (Correct)
Deployment management
Answer :Service desk
Which of the following is not an example of an operational metrics?
Options are :
Availability
Incident response times
Change and request processing times
Service deployment times (Correct)
Answer :Service deployment times
An IT asset is any __________ valuable component that can contribute to the delivery of an IT product or service.
Options are :
Commercially
Financially (Correct)
User
Service
Answer :Financially
Service request fulfillment generally includes which of the following types of changes?
Options are :
Emergency change
Standard change (Correct)
Normal change
Expedited change
Answer :Standard change
Which deployment approach allows for frequent customer feedback?
Options are :
Phased deployment
Big Bang deployment
Pull deployment
Continuous delivery (Correct)
Answer :Continuous delivery
A router was recently upgraded with new memory. What practice will ensure this router is implemented into operations?
Options are :
Service desk
Deployment management (Correct)
Service level management
It asset management
Answer :Deployment management
What practice helps to optimize the use of valuable resources?
Options are :
IT asset management (Correct)
Service desks
Incident management
Problem management
Answer :IT asset management
Information security management is primary driven by?
Options are :
Users
IT security manager
The most senior level in the organization (Correct)
Type of security software available in the marketplace
Answer :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?
Options are :
Phased deployment (Correct)
Continuous delivery
Big bang deployment
Pull deployment
Answer :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?
Options are :
Phased deployment
Big Bang deployment
Pull deployment (Correct)
Users deployment
Answer :Pull deployment
Which of the following statement about change enablement is correct?
1. Scope is defined by the organization
2. There are 3 types of changes
3. Change authority is who authorizes a change
Options are :
1 and 2
1 and 3
2 and 3
1, 2 and 3 (Correct)
Answer :1, 2 and 3
Which of the following would be an example of a service requests?
Options are :
Deploy a new change
Deploy a new software
Delaying the deployment of a new service
Giving feedback compliments and complaints about services (Correct)
Answer :Giving feedback compliments and complaints about services
It is common practice to use a decentralize change approval process in what type of organization?
Options are :
Low-velocity organization
Small organization
High-velocity organization (Correct)
Large organization
Answer :High-velocity organization
The IT department will be installing a new application to all users over the weekend. What deployment approach is this?
Options are :
Phased deployment
Continuous delivery
Big Bang deployment (Correct)
All in one deployment
Answer :Big Bang deployment
ITIL SVS includes how many general management practices?
Options are :
10
12
14 (Correct)
26
Answer :14
Events are often classified as:
1. Informational
2. Warning
3. Exceptions
Options are :
1 and 2 only
1 and 3 only
2 and 3 only
All of the above (Correct)
Answer :All of the above
What is an arrangement of configuration items (CIs) or other resources that work together to deliver a product or service?
Options are :
Configuration (Correct)
Formation
CMS
CMDB
Answer :Configuration
What is a measure of whether the objectives of a practice, service or activity have been achieved?
Options are :
Effectiveness (Correct)
Efficiency
Cost Saving
Objectives definition
Answer :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?
Options are :
RPO
RTO (Correct)
BIA
Disaster recovery plan
Answer :RTO
ITIL Foundation Certification Exam Questions - Part 4
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