ITIL Foundation Certification Exam Questions - Part 7

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Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?

Options are :

Keep it simple and practical
Focus on value
Collaborate and promote visibility (Correct)
Think and work holistically
Answer :Collaborate and promote visibility

What is usually included as part of 'incident management'?

Options are :

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)
Detailed procedures for the diagnosis of incidents
Answer :Formalized processes for logging incidents

Which is a recommendation of the 'continual improvement' practice?

Options are :

All improvements should be managed as multi-phase projects
External suppliers should be excluded from improvement initiatives
There should be a small team dedicated to leading continual improvement efforts (Correct)
Continual improvement should be isolated from other practices
Answer :There should be a small team dedicated to leading continual improvement efforts

Which practice provides visibility of the organization's services by capturing and reporting on service performance?

Options are :

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

Which practice may involve the initiation of disaster recovery?

Options are :

Service level management
IT asset management
Service request management
Incident management (Correct)
Answer :Incident management

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
Problem (Correct)
Change
Incident
Answer :Problem

Which describes outcomes?

Options are :

Tangible or intangible deliverables
Configuration of an organization's resources
Functionality offered by a product or service
Results for a stakeholder (Correct)
Answer :Results for a stakeholder

Which statement about outcomes is CORRECT?

Options are :

An outcome can be enabled by more than one output (Correct)
An outcome is a tangible or intangible activity
An output can be enabled by one or more outcomes
Outcomes are how the service performs
Answer :An outcome can be enabled by more than one output

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 a solution for the problem has been identified
As soon as the analysis of cost, risks and benefits justifies the change (Correct)
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

What defines the requirements for a service and takes responsibility for the outcomes of service consumption?

Options are :

A configuration item (CI)
An IT asset
A customer (Correct)
A user
Answer :A customer

What is the purpose of problem management?

Options are :

Ensures services are restored as soon as possible
Helps direct the incident to the correct support area
Reduces the likelihood and impact of incidents (Correct)
Determines how the service provider is perceived
Answer :Reduces the likelihood and impact of incidents

How does 'service request management' contribute to 'design and transition' activity?

Options are :

By initiating standard changes to fulfil service requests (Correct)
By acquiring pre-approved service components
By providing service request trend and quality information
By collecting user-specific request requirements
Answer :By initiating standard changes to fulfil service requests

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 :

value
costs
performances (Correct)
users
Answer :performances

Which guiding principle is concerned with an understanding of how all the parts of an organization work together in an integrated way?

Options are :

Keep it simple and practical
Think and work holistically (Correct)
Optimize and automate
Focus on value
Answer :Think and work holistically

Which is the purpose of the 'monitoring and event management' practice?

Options are :

To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
To protect the information needed by the organization to conduct its business
To systematically observe services and service components, and record and report selected changes of state (Correct)
Answer :To systematically observe services and service components, and record and report selected changes of state

Which dimension of service management considers governance, management, and communication?

Options are :

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

Which practice ensures that stakeholders' needs are understood and product and services are prioritized appropriately?

Options are :

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

What should be included in every service level agreement?

Options are :

Number of emails sent per hour
Metrics for system response time
Detailed metrics to capture availability of the system
Clearly defined service outcomes (Correct)
Answer :Clearly defined service outcomes

What should all 'continual improvement' decisions be based on?

Options are :

Accurate and carefully analyzed data (Correct)
An up-to-date balanced scorecard
Details of how services are measured
A recent maturity assessment
Answer :Accurate and carefully analyzed data

Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?

Options are :

Keep it simple and practical (Correct)
Think and work holistically
Progress iteratively with feedback
Focus on value
Answer :Keep it simple and practical

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
Service management
A service (Correct)
Continual improvement
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 describes the nature of the guiding principles?

Options are :

Each guiding principle mandates specific actions and decisions
A guiding principle can guide an organization in all circumstances (Correct)
An organization will select one of the principles to adopt
Guiding principles describe the processes that all organizations must adopt
Answer :A guiding principle can guide an organization in all circumstances

How does a service consumer contribute to the reduction of risk?

Options are :

By communicating constraints (Correct)
By paying for the service
By managing staff availability
By managing server hardware
Answer :By communicating constraints

Your company is currently spending $1.2 million per year on energy to run its data center. The new CEO of the company wants the organization to become more environmentally friendly and reduce its energy consumption from commercial power sources such as coal and nuclear energy. To support this initiative, the IT Director has created a goal of reducing the power consumption in the data center to less than $1 million next year. In which step of the continual service model would the IT Director create this goal?

Options are :

Where are we now
Where do we want to be (Correct)
What is the vision
How do we get there
Answer :Where do we want to be

Which is intended to help an organization adopt and adapt ITIL guidance?

Options are :

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

What is an event?

Options are :

An unplanned interruption to a service or reduction in the quality of a service
Any change of state that has significance for the management of a service or other configuration item (Correct)
Cause of one or more incidents
The addition, modification, or removal of anything that could have a direct or indirect effect on services
Answer :Any change of state that has significance for the management of a service or other configuration item

Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?

Options are :

Collaborate and promote visibility
Progress iteratively with feedback (Correct)
Focus on value
Start where you are
Answer :Progress iteratively with feedback

Which value chain activity communicates the current status of all four dimensions of service management?

Options are :

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

Which guiding principle recommends assessing the current state and deciding what can be reused?

Options are :

Focus on value
Progress iteratively with feedback
Collaborate and promote visibility
Start where you are (Correct)
Answer :Start where you are

How should automation be implemented?

Options are :

By replacing human intervention wherever possible
By initially concentrating on the most complex tasks
By optimizing as much as possible first (Correct)
By replacing the existing tools first
Answer :By optimizing as much as possible first

Which is the BEST example of an emergency change?

Options are :

The implementation of a planned new release of a software application
A low-risk computer upgrade implemented as a service request
A scheduled major hardware and software implementation
The implementation of a security patch to a critical software application (Correct)
Answer :The implementation of a security patch to a critical software application

Fill in the blank.

The service desk should also be the entry point and single point of contact for the [?] with all of its users.


Options are :

Customer
Service Consumer
Supplier
Service Provider (Correct)
Answer :Service Provider

What considerations influence the supplier strategy of an organization?

Options are :

Contracts and agreements
Type of cooperation with suppliers
Level of formality
Corporate culture of the organization (Correct)
Answer :Corporate culture of the organization

What are the three phases of 'problem management'?

Options are :

Problem logging, problem classification, problem resolution
Problem analysis, error identification, incident resolution
Problem identification, problem control, error control (Correct)
Incident management, problem management, change control
Answer :Problem identification, problem control, error control

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 complex and detailed
They should be brief and simple
They should include incident handling
Answer :They should be well-known and proven

Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?

Options are :

Service level management
Continual improvement (Correct)
Service configuration management
Relationship management
Answer :Continual improvement

What is the purpose of 'supplier management'?

Options are :

To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services
To ensure that the organization's suppliers and their performance are managed appropriately at strategic and tactical levels through coordinated marketing, selling and delivery activities
To ensure that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services (Correct)
To ensure that accurate and reliable information about the configuration of supplier's services is available when and where it is needed
Answer :To ensure that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services

Which value chain activity creates service components?

Options are :

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

Your company has decided to implement a new management style that will significantly flatten the management hierarchy within the company. Which dimension of service management is most applicable to this change?

Options are :

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

Identify the missing word(s) in the following sentence. A sponsor is a person who authorizes [?} for service consumption.

Options are :

Outputs
Requirements
Outcomes
Budget (Correct)
Answer :Budget

How should an organization include third-party suppliers in the continual improvement of services?

Options are :

Require evidence that the supplier uses agile development methods
Ensure suppliers include details of their approach to service improvement in contracts (Correct)
Require evidence that the supplier implements all improvements using project management practices
Ensure that all supplier problem management activities result in improvements
Answer :Ensure suppliers include details of their approach to service improvement in contracts

What does a centralized service desk require?

Options are :

Outsourced employees
Good workflow systems from routing and escalation (Correct)
Walk-in service hours
Robotic process automation
Answer :Good workflow systems from routing and escalation

Which dimension includes a workflow management system?


Options are :

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

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)
When an emergency change is requested
Each time the standard change is implemented
At least once a year
Answer :When the procedure for the standard change is created

Your company has decided to install a service management tool that provides incident management as one of its functions. What is the benefit of using an incident management system?

Options are :

It can provide automated matching of incidents to problems or known errors (Correct)
It can provide automated resolution and closure of complex incidents
It can ensure that incidents are resolved within the agreed upon timeframe in the service level agreement (SLA)
The system can provide specialized knowledge for solving complicated incidents
Answer :It can provide automated matching of incidents to problems or known errors

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

What are 'engage', 'plan' and 'improve' examples of?


Options are :

Change control
Service value chain inputs
Service value chain activities (Correct)
Service level management
Answer :Service value chain activities

What is defined as any component that needs to be managed in order to deliver an IT service?

Options are :

A service request
An incident
A configuration item (CI) (Correct)
An IT asset
Answer :A configuration item (CI)

What is typically needed to assign complex incidents to support groups?

Options are :

The incident priority
A self-help tool
The incident category (Correct)
A change schedule
Answer :The incident category

How should an organization adopt 'continual improvement' methods?

Options are :

Use a new method for each improvement that the organization handles
Select a few key methods to suit the types of improvement that the organization handles (Correct)
Select a single method for all improvements that the organization handles
Build the capability to use as many improvement methods as possible
Answer :Select a few key methods to suit the types of improvement that the organization handles

Identify the missing word in the following sentence. The purpose of the information security management practice is to [?] the organization's information.


Options are :

Audit
Provide
Store
Protect (Correct)
Answer :Protect

Which of these should be logged and managed as a problem?

Options are :

Trend analysis shows a large number of similar incidents (Correct)
A user requests delivery of a laptop
Continual improvement' needs to prioritize an improvement opportunity
A monitoring tool detects a change of state for a service
Answer :Trend analysis shows a large number of similar incidents

Which is a service request?

Options are :

Requesting an enhancement to an application
Requesting a workaround for an issue
Requesting investigation of a degraded service
Requesting information about how to create a document (Correct)
Answer :Requesting information about how to create a document

How do all value chain activities transform inputs to outputs?

Options are :

By using a single functional team
By determining service demand
By using a combination of practices (Correct)
By implementing process automation
Answer :By using a combination of practices

New or changed components are deployed to all targets at the same time. Which type of deployment approach does this statement represent?"

Options are :

Big bang deployment (Correct)
Continuous delivery
Pull deployment
Phased deployment
Answer :Big bang deployment

Identify the missing word in the following sentence. The use of [?] should support, not replace what is observed, when using the 'start where you are' guiding principle.

Options are :

process
tools
plans
measurement (Correct)
Answer :measurement

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 :

Start where you are (Correct)
Optimize and automate
Focus on value
Keep it simple and practical
Answer :Start where you are

Fill in the blank.

A user is a person or [?] who uses services


Options are :

Team
Role (Correct)
Organization
Customer
Answer :Role

Fill in the blank.

A service enables [?] co-creation by facilitating outcomes that customers want to achieve.


Options are :

Utility
Warranty
Output
Value (Correct)
Answer :Value

What is the reason for using a balanced bundle of service metrics?

Options are :

It reports each service element separately
It provides an outcome-based view of services (Correct)
It reduces the number of metrics that need to be collected
It facilitates the automatic collection of metrics
Answer :It provides an outcome-based view of services

Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?

Options are :

IT asset management
Monitoring and event management
Service desk
Service configuration management (Correct)
Answer :Service configuration management

Which practice owns and manages issues, queries and requests from users?

Options are :

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

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


Options are :

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

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 identify which support team the incident should be escalated to
To help automated matching of incidents to problems or known errors
Answer :To ensure that incidents with the highest business impact are resolved first

Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?

Options are :

Progress iteratively with feedback
Keep it simple and practical
Optimize and automate
Focus on value (Correct)
Answer :Focus on value

Which ITIL concept describes governance?

Options are :

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

Which two needs should 'change control' balance?

1. The need to assess risks and expected benefits

2. The need to manage a change schedule

3. The need to make beneficial changes

4. The need to protect customers and users


Options are :

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

Which skill is an essential part of the 'service level management' practice?

Options are :

Listening (Correct)
Technical knowledge
Problem analysis
Diagnosis
Answer :Listening

Which is NOT a component of the service value system?

Options are :

The guiding principles
Practices
Governance
The four dimensions of service management (Correct)
Answer :The four dimensions of service management

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 :

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

What is a change schedule NOT used for?

Options are :

Developing features (Correct)
Avoiding conflicts
Planning changes
Assigning resources
Answer :Developing features

When planning "continual improvement", which approach for assessing the current state of a service is CORRECT?


Options are :

An organization should always develop competencies in methodologies and techniques that will meet their needs (Correct)
An organization should always use an approach that combines Lean, Agile and DevOps methodologies
An organization should always use a single technique to ensure metrics are consistent
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 is a benefit of using an IT service management tool to support incident management?

Options are :

It can ensure that incidents are resolved within agreed times
It can provide automated resolution and closure of complex incidents
It can ensure that supplier contracts are aligned with the needs of the service provider
It can provide automated matching of incidents to problems or known errors (Correct)
Answer :It can provide automated matching of incidents to problems or known errors

Which of the following is NOT an activity of supplier management?


Options are :

To deliver and manage IT services at agreed levels to business users.
Service operation.
Contract negotiation and agreement.
To ensure service levels are met and breaches of agreements are avoided. (Correct)
Answer :To ensure service levels are met and breaches of agreements are avoided.

Identify the missing word 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 :

Costs
Outputs
Risks
Outcomes (Correct)
Answer :Outcomes

Which dimension considers how knowledge assets should be protected?

Options are :

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

Which practice has a purpose that includes ensuring that risks have been properly assessed?

Options are :

Service configuration management
Problem management
Service level management
Change control (Correct)
Answer :Change control

Which is a key requirement for a successful service level agreement?

Options are :

It should be based on the service provider's view of the service
It should be simply written and easy to understand (Correct)
It should relate to simple operational metrics
It should be written in legal language
Answer :It should be simply written and easy to understand

Which guiding principle is most affected by the customer experience (CX)?

Options are :

Start where you are
Think and work holistically
Progress iteratively with feedback
Focus on value (Correct)
Answer :Focus on value

When planning 'continual improvement', which approach for assessing the current state of a service is CORRECT?


Options are :

An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
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 select a few key methods that are appropriate to the types of improvement the organization typically handles and to cultivate those methods (Correct)
Answer :An organization should select a few key methods that are appropriate to the types of improvement the organization typically handles and to cultivate those methods

Which skill is an essential part of the 'service level management' practice?


Options are :

Diagnosis
Listening (Correct)
Technical knowledge
Problem analysis
Answer :Listening

What is an output?

Options are :

A change of state that has significance for the management of a configuration item
A result for a stakeholder
Something created by carrying out an activity (Correct)
A possible event that could cause harm or loss
Answer :Something created by carrying out an activity

What takes place in the "Did we get there?" step of the continual service improvement (CSI) approach?


Options are :

An initial baseline assessment
Verifying that improvement targets have been achieved (Correct)
The production of a detailed CSI plan
Understanding priorities for improvement
Answer :Verifying that improvement targets have been achieved

Which practice has the purpose of making new and changed services and features available for use?

Options are :

Release management (Correct)
Deployment management
Service request management
Change control
Answer :Release management

Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?

Options are :

Service desk
IT asset management
Change control
Service request management (Correct)
Answer :Service request management

Identify the missing words in the following sentence. The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.

Options are :

'Service request management' practice
'Focus on value' guiding principle
Service value system (Correct)
Four dimensions of service management
Answer :Service value system

What should all 'continual improvement' decisions be based on?

Options are :

A recent maturity assessment
Details of how services are measured
Accurate and carefully analyzed data (Correct)
An up-to-date balanced scorecard
Answer :Accurate and carefully analyzed data

Which practice is the responsibility of everyone in the organization?

Options are :

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

Which statement about a "continual improvement register" is CORRECT?


Options are :

It should be re-prioritized as ideas are documented (Correct)
It should be managed at the senior level of the organization
There should only be one for the whole organization
It should be used to capture user demand
Answer :It should be re-prioritized as ideas are documented

Which is a potential benefit of using an IT service management tool to support the 'incident management' practice?

Options are :

It may ensure that the cause of incidents is identified within agreed times.
It may provide automated matching of incidents to problems or known errors. (Correct)
It may provide automated resolution and closure of complex incidents.
It may ensure that supplier contracts are aligned with the needs of the service provider.
Answer :It may provide automated matching of incidents to problems or known errors.

What is the effect of increased automation on the 'service desk' practice?

Options are :

Decrease in self-service incident logging and resolution
Increased ability to focus on fixing technology instead of supporting people
Greater ability to focus on customer experience when personal contact is needed (Correct)
Elimination of the need to escalate incidents to support teams
Answer :Greater ability to focus on customer experience when personal contact is needed

Which describes the functionality offered by a product or service to meet a particular need?

Options are :

Value
Outcome
Utility (Correct)
Warranty
Answer :Utility

What are the MOST important skills required by service desk staff?

Options are :

Problem resolution skills
Supplier management skills
Technical skills
Incident analysis skills (Correct)
Answer :Incident analysis skills

A service provider describes a package that includes a laptop with software, licenses, and support. What is this package an example of?

Options are :

A service offering (Correct)
An outcome
Warranty of a service
Value
Answer :A service offering

How does 'service request management' contribute to the 'engage' value chain activity?

Options are :

It ensures that users continue to be productive when they need assistance from the service provider
By initiating standard changes to fulfill service requests
It collects user-specific requirements, sets expectations, and provides status updates (Correct)
It acquires pre-approved service components to help fulfill service requests
Answer :It collects user-specific requirements, sets expectations, and provides status updates

What is the definition of warranty?

Options are :

The assurance that a product or service will meet agreed requirements (Correct)
The functionality offered by a product or service to meet a particular need
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
Answer :The assurance that a product or service will meet agreed requirements

Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?

Options are :

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

How does information about problems and known errors contribute to 'incident management'?

Options are :

It removes the need for regular customer updates
It enables the reassessment of known errors
It removes the need for collaboration during incident resolution
It enables quick and efficient diagnosis of incidents (Correct)
Answer :It enables quick and efficient diagnosis of incidents

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 :

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