ITIL Foundation Certification Exam Questions - Part 6

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Which activity captures the demand for incident resolution and service requests?

Options are :

Change control
Service desk (Correct)
Service catalogue management
Problem management
Answer :Service desk

What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve?

Options are :

A practice
An output
Continual improvement
A service (Correct)
Answer :A service

You have just been promoted to the role of the Service Desk manager. The manager before you loved metrics, and the Service Desk is currently spending numerous hours per week creating reports based on over 150 different metrics they call 'measures of effectiveness'. You believe there are simply too many metrics being collected and begin an analysis of each one to determine if is it providing valuable information. For the ones you find without value, you eliminate the requirement to track and report on those metrics. Which guiding principle are you following in this scenario?

Options are :

Collaborate and promote visibility
Keep it simple and practical (Correct)
Optimize and automate
Progress iteratively with feedback
Answer :Keep it simple and practical

What is warranty?

Options are :

The functionality offered by a product or service to meet a particular need
The perceived benefits, usefulness and importance of something
Assurance that a product or service will meet agreed requirements (Correct)
The amount of money spent on a specific activity or resource
Answer :Assurance that a product or service will meet agreed requirements

Which is a key consideration for the guiding principle 'keep it simple and practical'?

Options are :

Understand how each element contributes to value creation (Correct)
Start with a complex solution, then simplify
Try to create a solution for every exception
Ignore conflicting objectives of different stakeholders
Answer :Understand how each element contributes to value creation

Which ITIL practice has a purpose that includes reducing the likelihood of incidents?

Options are :

Service desk
Change control
Continual improvement
Problem management (Correct)
Answer :Problem management

Which is a recommendation of the 'service desk' practice?

Options are :

Service desks should always be a physical team in a single fixed location
Service desks should be highly technical functions
Service desks should never use technologies such as SMS and chat functions
Service desks should have a practical understanding of the wider business (Correct)
Answer :Service desks should have a practical understanding of the wider business

What are the ITIL guiding principles used for?

Options are :

To direct and control an organization
To identify activities that an organization must perform in order to deliver a valuable service
To help an organization make good decisions (Correct)
To ensure that an organization's performance continually meets stakeholders' expectations
Answer :To help an organization make good decisions

Which value chain activity includes negotiation of contracts and agreements with suppliers and partners?

Options are :

Design and transition
Engage (Correct)
Deliver and support
Obtain/build
Answer :Engage

Change Control manages the people aspects of changes to ensure that improvements and organizational transformation initiatives are implemented successfully.

Options are :

FALSE (Correct)
TRUE
Answer :FALSE

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

Options are :

To align the organization's practices and services with changing business needs
To support the agreed quality of a service handling all agreed, user-initiated service requests
To set clear business-based targets for service performance
To establish and nurture the links between the organization and its stakeholders (Correct)
Answer :To establish and nurture the links between the organization and its stakeholders

Identify the missing word in the following sentence. The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the [?] that support them, is available when and where it is needed.

Options are :

suppliers
assets
customers
CIs (Correct)
Answer :CIs

Which is a purpose of the 'service desk' practice?

Options are :

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
To capture demand for incident resolution and service requests (Correct)
To maximize the number of successful IT changes by ensuring risks are properly assessed
To set clear business-based targets for service performance
Answer :To capture demand for incident resolution and service requests

Which value chain activity includes presenting workarounds to users via a service portal?

Options are :

Improve
Obtain/build
Plan
Engage (Correct)
Answer :Engage

Which of the following can be used to access service desks?

Options are :

Email
Phone calls
Text and social media messaging
All of the above (Correct)
Answer :All of the above

Which practice updates information relating to symptoms and business impact?

Options are :

Change control
Service request management
Incident management (Correct)
Service level management
Answer :Incident management

How does 'service request management' contribute to the 'obtain/build' value chain activity?

Options are :

By initiating standard changes to fulfill service requests
It analyzes data to identify opportunities to provide new service request options
It collects user-specific requirements, sets expectations, and provides status updates
It acquires pre-approved service components to help fulfill service requests (Correct)
Answer :It acquires pre-approved service components to help fulfill service requests

What includes governance as a component?

Options are :

The guiding principles
The service value system (Correct)
Practices
The service value chain
Answer :The service value system

Which of these activities is carried out as part of 'problem management'?

Options are :

Creating incident records
Trend analysis of incident records (Correct)
Diagnosing and resolving incidents
Escalating incidents to a support team for resolution
Answer :Trend analysis of incident records

Which is handled as a service request?

Options are :

An investigation to identify the cause of an incident
An emergency change to implement a security patch
A compliment about an IT support team (Correct)
The failure of an IT service
Answer :A compliment about an IT support team

Which guiding principle considers customer and user experience?

Options are :

Keep it simple and practical
Focus on value (Correct)
Collaborate and promote visibility
Start where you are
Answer :Focus on value

Why should incidents be prioritized?

Options are :

To encourage a high level of collaboration within and between teams
To ensure that incidents with the highest business impact are resolved first (Correct)
To help automated matching of incidents to problems or known errors
To identify which support team the incident should be escalated to
Answer :To ensure that incidents with the highest business impact are resolved first

What are typically recognized through notifications created by an IT service, CI or monitoring tool?

Options are :

Problems
Events (Correct)
Requests
Incidents
Answer :Events

Which dimension considers data security and privacy?

Options are :

Organizations and people
Value streams and processes
Information and technology (Correct)
Partners and suppliers
Answer :Information and technology

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

Options are :

Cost
Utility
Warranty (Correct)
Service management
Answer :Warranty

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

Options are :

Use of shift working patterns
Fulfilment of service requests
Creation of a temporary team
Scripts for collecting user information (Correct)
Answer :Scripts for collecting user information

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

Options are :

Asset
Cost (Correct)
Outcome
Utility
Answer :Cost

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

Options are :

Define measurable targets
Perform baseline assessments
Evaluate measurements and metrics (Correct)
Execute improvement actions
Answer :Evaluate measurements and metrics

Which guiding principle is PRIMARILY concerned with end-to-end service delivery?

Options are :

Focus on value
Optimize and automate
Collaborate and promote visibility
Think and work holistically (Correct)
Answer :Think and work holistically

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

Options are :

To ensure that information security requirements are met
To streamline the fulfilment workflow (Correct)
To ensure that spending is properly accounted for
To set user expectations for fulfilment times
Answer :To streamline the fulfilment workflow

Which describes the utility of a service?

Options are :

A service that meets its service level targets
A service that increases constraints on the consumer
A service that supports the performance of the consumer (Correct)
A service that is fit for use
Answer :A service that supports the performance of the consumer

What is the first step of guiding principle "focus on value"?

Options are :

Identify all suppliers and partners that are involved in the service
Determine the cost of provisioning the service
Determine who the service consumer is in each situation (Correct)
Identify the outcomes that service facilitates
Answer :Determine who the service consumer is in each situation

Which will NOT be handled as a service request?

Options are :

The replacement of a toner cartridge
The degradation of a service (Correct)
A complaint about a support team
The provision of a laptop
Answer :The degradation of a service

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

Options are :

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors (Correct)
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 through the ongoing identification and improvement of services
To protect the information needed by the organization to conduct its business
Answer :To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

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

Options are :

Standard changes are changes that need to be scheduled, assessed and authorized following a standard process
Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited (Correct)
Service requests are usually normal changes that can be implemented quickly without authorization
Emergency changes are changes that must be fully tested and fully documented prior to implementation
Answer :Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited

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

Options are :

Information security management (Correct)
Monitoring and event management
Service level management
Continual improvement
Answer :Information security management

Which is a purpose of release management?

Options are :

To make new and changed services available for use (Correct)
To move hardware and software to live environments
To handle user-initiated service requests
To protect the organization's information
Answer :To make new and changed services available for use

What does 'change enablement' PRIMARILY focus on?

Options are :

Changes to products and services (Correct)
Changes to service levels
Changes to skills and competencies
Changes to organizational structure
Answer :Changes to products and services

What are guiding principles?

Options are :

A description of one or more services that help address the needs of a target consumer group
A set of specialized organizational capabilities for enabling value for customers
A set of interconnected activities that help an organization deliver a valuable service
Recommendations that help an organization when adopting a service management approach (Correct)
Answer :Recommendations that help an organization when adopting a service management approach

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

Options are :

Service desk
Service request management
Service configuration management
Service level management (Correct)
Answer :Service level management

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

Options are :

Service level management
Incident management (Correct)
Problem management
Service request management
Answer :Incident management

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

Options are :

An improvement initiative that is broken into a number of manageable sections (Correct)
The identification of all interested parts at the start of a improvement initiative
A current state assessment that is carried out at the start of an improvement initiative
An assessment of how all the parts of an organization will affect an improvement initiative
Answer :An improvement initiative that is broken into a number of manageable sections

What actions does a service desk take for all issues, queries and requests that are reported to them?

Options are :

Initiate, approve, fulfil
Schedule, assess, authorize
Diagnose, investigate, resolve
Acknowledge, classify, own (Correct)
Answer :Acknowledge, classify, own

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

Options are :

Problem management
Service desk (Correct)
Service level management
Change enablement
Answer :Service desk

Which practice needs people who understand complex systems and have creative and analytical skills?

Options are :

Problem management (Correct)
Service level management
Service request management
Change enablement
Answer :Problem management

Which value chain activity ensures that service components meet agreed specifications?

Options are :

Design and transition
Obtain/build (Correct)
Plan
Deliver and support
Answer :Obtain/build

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

Options are :

Using formal roles and responsibilities
Working with an integrator to manage relationships (Correct)
Defining controls and procedures
Using artificial intelligence
Answer :Working with an integrator to manage relationships

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

Options are :

Only add controls and metrics that are required for compliance
Only add controls and metrics when they are needed (Correct)
Design controls and metrics and add them individually until all are implemented
Design controls and metrics first, then remove those not adding value
Answer :Only add controls and metrics when they are needed

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

Options are :

Service provider (Correct)
Supplier
Service consumer
Customer
Answer :Service provider

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

Options are :

Using single-system-based metrics that relate to outputs
Using bundled metrics to relate performance to outcomes (Correct)
Using an agreement between the service provider and service supplier
Using individual metrics that relate to the service catalogue
Answer :Using bundled metrics to relate performance to outcomes

Which is an external input to the service value chain?

Options are :

Customer requirements (Correct)
The 'improve' value chain activity
An overall plan
Feedback loops
Answer :Customer requirements

Identify the missing words in the following sentence. A user is [?] that uses services.

Options are :

a team
a supplier
a role (Correct)
an organization
Answer :a role

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

Options are :

Service desk
Change enablement
Supplier management
Relationship management (Correct)
Answer :Relationship management

What must always be done before an activity is automated?

Options are :

Check that the activity has already been optimized (Correct)
Ensure the solution removes the need for human intervention
Ensure that DevOps has been successfully implemented
Check that suitable new technology has been purchased
Answer :Check that the activity has already been optimized

What is a change schedule used for?

Options are :

To help manage normal changes (Correct)
To help authorize standard changes
To help plan emergency changes
To help assign a change authority
Answer :To help manage normal changes

What is the definition of a known error?

Options are :

A problem that has been analysed and has not been resolved (Correct)
Any change of state that has significance for the management of a service or other configuration item (CI)
A cause, or potential cause, of one or more incidents
An unplanned interruption to a service, or reduction in the quality of a service
Answer :A problem that has been analysed and has not been resolved

Which role approves the cost of services?

Options are :

Sponsor (Correct)
Change authority
User
Customer
Answer :Sponsor

What is a recommendation of the 'focus on value' guiding principle?


Options are :

Focus on value at every step of the improvement (Correct)
Make "focus on value' a responsibility of the management
Focus on value for the service provider first
Focus on the value of new and significant projects first
Answer :Focus on value at every step of the improvement

Which of the following is NOT an activity within the service value chain?

Options are :

Obtain/Build
Improve
Design and Transition
Service relationships (Correct)
Answer :Service relationships

Which term describes the functionality offered by a service?

Options are :

Warranty
Utility (Correct)
Cost
Risk
Answer :Utility

What type of change is MOST likely to be managed by the 'service request management' practice?

Options are :

A normal change
An emergency change
A standard change (Correct)
An application change
Answer :A standard change

What does the 'service request management' practice depend on for maximum efficiency?

Options are :

Incident management
Compliments and complaints
Self-service tools
Processes and procedures (Correct)
Answer :Processes and procedures

Which statement about service desks is CORRECT?

Options are :

The service desk should rely on self-service portals instead of escalation to support teams
The service desk should escalate all technical issues to support and development teams
The service desk should remain isolated from technical support teams
The service desk should work in close collaboration with support and development teams (Correct)
Answer :The service desk should work in close collaboration with support and development teams

Fill in the blank.

The [?] is used to help plan changes, assist in communication, avoid conflicts, and assign resources.


Options are :

Continual Improvement
Change Control
Change Authority
Change Schedule (Correct)
Answer :Change Schedule

Which practice seeks to minimize the negative impact of unplanned outages by restoring normal service operation as quickly as possible?

Options are :

Service level management
Incident management (Correct)
Problem management
Change management
Answer :Incident management

Which describes the principle 'think and work holistically'?

Options are :

Reviewing service management practices and removing any unnecessary complexity
Conducting a review of existing service management practices and decide what to keep and what to discard
Reviewing how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
Using the four dimensions of service management to ensure coordination of all aspects of an improvement initiative (Correct)
Answer :Using the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

Which statement about a change authority is CORRECT?

Options are :

Emergency changes can be implemented without authorization from a change authority
A single change authority should be assigned to authorize all types of change and change models
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)
Answer :A change authority should be assigned for each type of change and change model

Which two statements about the 'service request management' practice are CORRECT?

1. Service requests are part of normal service delivery

2. Complaints can be handled as service requests

3. Service requests result from a failure in service

4. Normal changes should be handled as service requests




Options are :

2 and 3
3 and 4
1 and 4
1 and 2 (Correct)
Answer :1 and 2

What should be done for every problem?

Options are :

It should be resolved so that it can be closed
It should be prioritized based on its potential impact and probability (Correct)
It should have a workaround to reduce the impact
It should be diagnosed to identify possible solutions
Answer :It should be prioritized based on its potential impact and probability

Which guiding principle recommends coordinating all dimensions of service management?

Options are :

Think and work holistically (Correct)
Start where you are
Keep it simple and practical
Progress iteratively with feedback
Answer :Think and work holistically

Which of the following is an outcome?

Options are :

All incidents reported to the service desk
The results specific to the clauses in a service level agreement(SLA)
All the accumulated knowledge of the service provider
The result of carrying out an activity, following a process or delivering a service (Correct)
Answer :The result of carrying out an activity, following a process or delivering a service

What is defined as a cause, or potential cause, of one or more incidents?

Options are :

Known error
Problem (Correct)
Event
Change
Answer :Problem

What is a workaround?

Options are :

A possible event that could cause harm or loss or make it more difficult to achieve objectives
Problem control activities that includes problem analysis and documenting workarounds and known errors.
A tangible or intangible deliverable that is produced by carrying out an activity.
Temporary solutions aimed at reducing or eliminating the impact of Known Errors (and thus Problems) for which a full resolution is not yet available. (Correct)
Answer :Temporary solutions aimed at reducing or eliminating the impact of Known Errors (and thus Problems) for which a full resolution is not yet available.

Which stakeholders co-create value in a service relationship?

Options are :

Consumer and provider (Correct)
Investor and supplier
Provider and supplier
Investor and consumer
Answer :Consumer and provider

How does customer engagement contribute to the 'service level management' practice?

1. It captures information that metrics can be based on

2. It ensures the organization meets defined service levels

3. It defines the workflows for service requests

4. It supports progress discussions


Options are :

3 and 4
1 and 4 (Correct)
1 and 2
2 and 3
Answer :1 and 4

What is a problem?

Options are :

Any change of state that has significance for the management of a configuration item
An addition or modification that could have an effect on services
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

Which practice coordinates the classification, ownership and communication of service requests and incidents?

Options are :

Relationship management
Supplier management
Problem management
Service desk (Correct)
Answer :Service desk

A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?

Options are :

As a service request
As an event
As a change request
As a problem (Correct)
Answer :As a problem

What helps diagnose and resolve a simple incident?

Options are :

Formation of a temporary team
The use of scripts (Correct)
Rapid escalation
Problem prioritization
Answer :The use of scripts

Which statement about the value chain activities is CORRECT?

Options are :

Each value chain activity contributes to the value chain by transforming specific inputs into outputs (Correct)
Service value chain activities form a single flow that enables value creation
Every practice belongs to a specific value chain activity
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 activity is part of the 'continual improvement' practice?

Options are :

Providing a clear path for users to report issues, queries, and requests
Identifying and logging opportunities (Correct)
Delivering tactical and operational engagement with customers
Populating and maintaining the asset register
Answer :Identifying and logging opportunities

Which of the following is NOT a key skillset required for service desk agents?

Options are :

Effective communication
Technical skills (Correct)
Empathy
Customer service skills
Answer :Technical skills

How does 'service level management' contribute to the 'plan' value chain activity?

Options are :

Uses feedback from users about the service and requirements from customers to make the service better
Provides information about the actual service performance and trends (Correct)
Collects and processes feedback from customers and users
Collects feedback during interactions and communicates service performance objectives to the operations and support teams
Answer :Provides information about the actual service performance and trends

What is defined as any valuable component that can contribute to the delivery of an IT product or service?

Options are :

IT asset (Correct)
output
configuration item
outcome
Answer :IT asset

Which statement about the 'service desk' practice is CORRECT?

Options are :

It provides a link with stakeholders at strategic and tactical levels
It investigates the cause of incidents
It needs a practical understanding of the business processes (Correct)
It carries out change assessment and authorization
Answer :It needs a practical understanding of the business processes

What does the 'service request management' practice depend on for maximum efficiency?

Options are :

Compliments and complaints
Incident management
Processes and procedures (Correct)
Self-service tools
Answer :Processes and procedures

What is the definition of a customer?

Options are :

A person who uses services
A person who works for an organization other than the service provider
A person who authorizes budget for service consumption
A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption (Correct)
Answer :A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption

Identify the missing words in the following sentence. The management of information security incidents usually requires [?].

Options are :

A separate process (Correct)
Specialist teams
Third party support
Immediate escalation
Answer :A separate process

Which of the following is a standard change?

Options are :

Uninstalling a new patch that has caused a high-priority incident
Increasing the memory of a server to avoid an incident
Moving a desktop for a single user (Correct)
Resolving an incident or implementing a security patch
Answer :Moving a desktop for a single user

How does categorization of incidents assist incident management?

Options are :

It ensures that incidents are resolved in times agreed with the customer
It determines how the service provider is perceived
It helps direct the incident to the correct support area (Correct)
It determines the priority assigned to the incident
Answer :It helps direct the incident to the correct support area

What is the definition of an event?

Options are :

Any component that needs to be managed in order to deliver an IT service
The ability of an IT service or other configuration item to perform its agreed function when required
Any change of state that has significance for the management of a configuration item or IT service (Correct)
Any valuable component that can contribute to delivery of an IT product or service
Answer :Any change of state that has significance for the management of a configuration item or IT service

Which guiding principle helps to ensure that better information is available for decision making?

Options are :

Keep it simple and practical
Think and work holistically
Optimize and automate
Collaborate and promote visibility (Correct)
Answer :Collaborate and promote visibility

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

Options are :

Organizations and people
Information and technology
Partners and suppliers
Value streams and processes (Correct)
Answer :Value streams and processes

Which is a purpose of the 'engage' value chain activity?

Options are :

Ensuring the continual improvement of services
Ensuring that the organization's vision is understood
Providing transparency and good relationships (Correct)
Meeting expectations for quality, costs and time-to-market
Answer :Providing transparency and good relationships


What is the definition of utility?

Options are :

A possible event that could cause harm or loss or make it more difficult to achieve objectives
A tangible or intangible deliverable that is produced by carrying out an activity
The assurance that a product or service will meet agreed requirements
The functionality offered by a product or service to meet a particular need (Correct)
Answer :The functionality offered by a product or service to meet a particular need

What is a service level agreement used for?

Options are :

To measure the performance of services from a customer's point of view (Correct)
To measure the performance of the service from the service provider's point of view.
To measure the performance of the service capability
To measure the performance of the service availability
Answer :To measure the performance of services from a customer's point of view

What is an example of business related measure?

Options are :

Time taken to resolve a Problem
Number of Service requests/day
Number of visitors for your website (Correct)
Time taken to resolve an incident
Answer :Number of visitors for your website

A standard change has been initiated to create an email account for a new user. Who should authorize this change?

Options are :

The change authority must authorize all changes
Standard changes are already pre-authorized (Correct)
The user can authorize it themselves
The user's manager should authorize the change
Answer :Standard changes are already pre-authorized

Which ITIL concept describes governance

Options are :

The service value chain
The service value system (Correct)
The four dimensions of service management
The seven guiding principles
Answer :The service value system

In which two situations should the ITIL guiding principles be considered?

1. In every initiative

2. In relationships with all stakeholders

3. Only in specific initiatives where the principle is relevant

4. Only in specific stakeholder relationships where the principle is relevant


Options are :

3 and 4
1 and 4
1 and 2 (Correct)
2 and 3
Answer :1 and 2