ITIL Foundation Certification Exam Questions - Part 8
Posted: Wed Dec 08, 2021 9:14 am
Identify the missing word in the following sentence. A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?] and risks.
Options are :
warranty
costs (Correct)
information
utility
Answer :costs
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 :
elements
assets
services (Correct)
values
Answer :services
Which step of the continual improvement model is focused on outlining the steps that will be undertaken by the organization in order to achieve its goals and move the organization closer to achieving its vision?
Options are :
How do we get there (Correct)
Where do we want to be
Take action
Where are we now
Answer :How do we get there
What is the purpose of the 'deployment management' practice?
Options are :
To make new or changed services available for use
To set clear business-based targets for service performance
To ensure services achieve agreed and expected performance
To move new or changed components to live environments (Correct)
Answer :To move new or changed components to live environments
What should be used to set user expectations for request fulfillment times?
Options are :
The service levels of the supplier
The time needed to realistically deliver the service (Correct)
The consumer demand for the service
The time that the customer indicates for service delivery
Answer :The time needed to realistically deliver the service
How does 'service request management' contribute to 'obtain/build' value chain activity?
Options are :
It collects user-specific requirements, sets expectations and provides status updates
It analyzes data to identify opportunities to provide new service request options
It ensures users continue to be productive when they need assistance from the service provider
It acquires pre-approved service components to help fulfil service requests (Correct)
Answer :It acquires pre-approved service components to help fulfil service requests
What is the definition of service management?
Options are :
A set of specialized organizational capabilities for enabling value to customers (Correct)
A method for visualizing work, identifying potential blockages and resource conflicts, and managing work in progress
The means by which an organization is directed and controlled
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 :A set of specialized organizational capabilities for enabling value to customers
Which ITIL concept describes the service value chain?
Options are :
Service value system (Correct)
Four dimensions of service management
Practices
Seven guiding principles
Answer :Service value system
What is the best way to track and manage improvements?
Options are :
Don't track and manage improvements
Appoint a leader for managing the improvements
Ask everyone to track and manage improvements initiated by them
Use a structured document called a continual improvement register (Correct)
Answer :Use a structured document called a continual improvement register
Which of the following is an example of incident?
Options are :
A user has requested access to a shared repository
A backup server is being rebooted while services are running on the primary server
An application is not available during the business hours (Correct)
A user wants to reset the password of a server
Answer :An application is not available during the business hours
The users on the fourth floor of your building keep calling the service desk to report that their network connectivity is not working properly. The service desk logs each of these incidents, but since there are multiple incidents for the same issue, they forward it to the problem management activity for resolution. During your analysis, you determine that the network switch that services the entire fourth floor is broken and will need to be replaced. You checked the current inventory of spares, but there are none available. It appears this problem will remain for 24 hours until a new switch can be received and installed. How would you categorize the issue described in this scenario?
Options are :
Known error (Correct)
Workaround
Problem
Incident
Answer :Known error
What is a recommendation of the 'focus on value' guiding principle?
Options are :
Focus on the value of new and significant projects first
Make 'focus on value' a responsibility of the management
Focus on value for the service provider first
Focus on value at every step of the improvement (Correct)
Answer :Focus on value at every step of the improvement
Which statement about costs is CORRECT?
Options are :
Costs removed from the consumer are part of service consumption
Costs removed from the consumer are part of the value proposition (Correct)
Costs imposed on the consumer are costs of service utility
Costs imposed on the consumer are costs of service warranty
Answer :Costs removed from the consumer are part of the value proposition
Why should service desk staff detect recurring issues?
Options are :
To ensure effective handling of service requests
To help identify problems (Correct)
To escalate incidents to the correct support team
To engage the correct change authority
Answer :To help identify problems
Identify the missing word in the following sentence. A known error is a problem that has been [?] and has not been resolved.
Options are :
Escalated
Logged
Closed
Analyzed (Correct)
Answer :Analyzed
What is the purpose of service level management?
Options are :
To obtain/build activity that ensures the service components are available when and where they are needed and meet agreed specifications.
To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.
To track and manage improvement ideas from identification to final action, organizations use a database or structured document called a continual improvement register (CIR).
To ensure that all current and planned IT services are delivered to agreed achievable targets. (Correct)
Answer :To ensure that all current and planned IT services are delivered to agreed achievable targets.
What is the purpose of the 'information security management' practice?
Options are :
To plan and manage the full lifecycle of all IT assets
To protect the information needed by the organization to conduct its business (Correct)
To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
To observe services and service components
Answer :To protect the information needed by the organization to conduct its business
Which two practices use workarounds?
Options are :
Incident management and continual improvement
Change enablement and problem management
Change enablement and continual improvement
Problem management and incident management (Correct)
Answer :Problem management and incident management
Which gives a user access to a system?
Options are :
Service consumption
Service agreement
Service provision (Correct)
Service requirement
Answer :Service provision
Which role approves the cost of services?
Options are :
Change authority
User
Sponsor (Correct)
Customer
Answer :Sponsor
Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT?
Options are :
The act of measuring always positively impacts results
Measured data is always more accurate than direct observation
It should always be used to support direct observation (Correct)
It should always be used instead of direct observation
Answer :It should always be used to support direct observation
Which guiding principle focuses on reducing costs and human errors?
Options are :
Focus and value
Optimize and automate (Correct)
Collaborate and promote visibility
Think and work holistically
Answer :Optimize and automate
What is defined as a change of state that has significate for the management of an IT service?
Options are :
Event (Correct)
Problem
Incident
Known error
Answer :Event
What can a service remove from the consumer and impose on the consumer?
Options are :
Asset
Utility
Outcome
Cost (Correct)
Answer :Cost
What are guiding principles?
Options are :
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)
A description of one or more services that help address the needs of a target consumer group
Answer :Recommendations that help an organization when adopting a service management approach
What is a change schedule used for?
Options are :
To help manage normal changes (Correct)
To help authorize standard changes
To help assign a change authority
To help plan emergency changes
Answer :To help manage normal changes
Why should some service requests be fulfilled with no additional approvals?
Options are :
To ensure that spending is properly accounted for
To ensure that information security requirements are met
To set user expectations for fulfillment times
To streamline the fulfillment workflow (Correct)
Answer :To streamline the fulfillment workflow
Which is included in the purpose of the 'deliver and support' value chain activity?
Options are :
Providing services to agreed specifications (Correct)
Understanding stakeholder needs
Understanding the organization's service vision
Meeting stakeholder expectations for time to market
Answer :Providing services to agreed specifications
Which guiding principle is PRIMARILY concerned with end-to-end service delivery?
Options are :
Focus on value
Optimize and automate
Collaborate and promote
Think and work holistically (Correct)
Answer :Think and work holistically
Which statement about the 'change management' practice is CORRECT?
Options are :
Standard changes are those that need to be scheduled, assessed and authorized following a standard process
There should be a separate change authority for standard changes which includes senior managers who understand the risks involved
Assessment and authorization of normal changes should be expedited to ensure they can be implemented quickly
Normal changes are triggered by the creation of a change request which can be created manually or automated (Correct)
Answer :Normal changes are triggered by the creation of a change request which can be created manually or automated
What is used to link activities within the service value chain?
Options are :
Inputs, outputs and triggers (Correct)
Service desk
Service level agreements
Opportunity, demand and value
Answer :Inputs, outputs and triggers
What is defined as an unplanned interruption or reduction in the quality of a service?
Options are :
A problem
A change
An event
An incident (Correct)
Answer :An incident
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
Options are :
Continual improvement
Monitoring and event management
Service level management
Information security management (Correct)
Answer :Information security management
Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?
Options are :
Service configuration management
Service desk
Service request management
Service level management (Correct)
Answer :Service level management
Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?
Options are :
Collaborate and promote visibility
Progress iteratively with feedback (Correct)
Start where you are
Think and work holistically
Answer :Progress iteratively with feedback
Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?
Options are :
Define measurable targets
Execute improvement actions
Perform baseline assessments
Evaluate measurements and metrics (Correct)
Answer :Evaluate measurements and metrics
What is an incident?
Options are :
A possible future event that could cause harm
A service interruption resolved by the use of self-help tools (Correct)
The planned removal of an item that might affect a service
A result enabled by one or more outputs
Answer :A service interruption resolved by the use of self-help tools
What describes the steps needed to create and deliver a specific service to a consumer?
Options are :
A value stream (Correct)
Service management
Practices
Service level management
Answer :A value stream
Which dimension includes the knowledge needed for the management of services?
Options are :
Information and technology (Correct)
Organizations and people
Value streams and processes
Partners and suppliers
Answer :Information and technology
Which is an example of a business related measurement?
Options are :
The average time to response to change requests
The number of passengers checked in (Correct)
The number of problems resolved
The average resolution time for incidents
Answer :The number of passengers checked in
What is a change schedule PRIMARILY used for?
Options are :
To help plan changes, assist in communication and avoid conflicts (Correct)
To help plan, authorize and schedule emergency changes
To publish a list of service requests that users can select
To ensure that a single change authority reviews every change
Answer :To help plan changes, assist in communication and avoid conflicts
Which practice would help a user gain access to an application that they need to use?
Options are :
Service configuration management
Change enablement
Service request management (Correct)
Service level management
Answer :Service request management
What must always be done before an activity is automated?
Options are :
Check that suitable new technology has been purchased
Ensure that DevOps has been successfully implemented
Ensure the solution removes the need for human intervention
Check that the activity has already been optimized (Correct)
Answer :Check that the activity has already been optimized
What is the PRIMARY use of a change schedule?
Options are :
To manage standard changes
To plan changes and help avoid conflicts (Correct)
To support the 'incident management' practice and improvement planning
To manage emergency changes
Answer :To plan changes and help avoid conflicts
What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
Options are :
Service provision
Service consumption
Service management (Correct)
Service offering
Answer :Service management
Which is a purpose of the 'service desk' practice?
Options are :
To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
To support the agreed quality of a service by handling all pre-defined, user-initiated service requests
To be the entry point and single point of contact for the service provider with all of its users (Correct)
Answer :To be the entry point and single point of contact for the service provider with all of its users
In which step of the 'continual improvement model' is an improvement plan implemented?
Options are :
Did we get there?
How do we get there?
What is the vision?
Take action (Correct)
Answer :Take action
What is the purpose of the 'problem management' practice?
Options are :
To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services
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 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 automation of service requests is CORRECT?
Options are :
Service requests and their fulfillment should be automated as much as possible (Correct)
Service requests and their fulfillment should be carried out by service desk staff without automation
Service requests that cannot be automated should be handled as problems
Service requests that cannot be automated should be handled as incidents
Answer :Service requests and their fulfillment should be automated as much as possible
What is the purpose of the 'incident management' practice?
Options are :
To capture demand for incident resolution and service requests
To support the agreed service quality by effective handling of all agreed user-initiated service requests
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible (Correct)
To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
Answer :To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
Identify the missing word in the following sentence.
A user is [_____] that uses services.
Options are :
an organization
a person (Correct)
a team
a supplier
Answer :a person
Which guiding principle considers the importance of customer loyalty?
Options are :
Start where you are
Focus on value (Correct)
Optimize and automate
Progress iteratively with feedback
Answer :Focus on value
Which is a purpose of the 'service level management' practice?
Options are :
To establish and nurture the links between the organization and its stakeholders
To ensure that the organization's suppliers and their performance are managed appropriately
To support the agreed quality of a service handling all agreed, user-initiated service requests
To set clear business-based targets for service levels (Correct)
Answer :To set clear business-based targets for service levels
What is important for a 'continual improvement register' (CIR)?
Options are :
Improvement ideas are documented, assessed and prioritized (Correct)
Improvement ideas that are not being actioned immediately are removed from the CIR
Improvement ideas are tested, funded and agreed
Improvement ideas from many sources are kept in a single CIR
Answer :Improvement ideas are documented, assessed and prioritized
Which are elements of the service value system?
Options are :
Customer value, stakeholder value, organization
Governance, service value chain, practices (Correct)
Outcomes, utility, warranty
Service provision, service consumption, service relationship management
Answer :Governance, service value chain, practices
Which practice makes new services available for use?
Options are :
Deployment management
IT asset management
Change enablement
Release management (Correct)
Answer :Release management
Which describes the utility of a service?
Options are :
A service that increases constraints on the consumer
A service that supports the performance of the consumer (Correct)
A service that meets its service level targets
A service that is fit for use
Answer :A service that supports the performance of the consumer
How does 'service request management' contribute to the 'deliver and support' value chain activity?
Options are :
It ensures that users continue to be productive when they need assistance from the service provider (Correct)
It collects user-specific requirements, sets expectations, and provides status updates
It analyzes data to identify opportunities to provide new service request options
By acquiring pre-approved service components
Answer :It ensures that users continue to be productive when they need assistance from the service provider
Which is a recommendation of the 'service desk' practice?
Options are :
Service desks should never use technologies such as SMS and chat functions
Service desks should be highly technical functions
Service desks should have a practical understanding of the wider business (Correct)
Service desks should always be a physical team in a single fixed location
Answer :Service desks should have a practical understanding of the wider business
What does a centralized service desk require?
Options are :
Walk-in service hours
Robotic process automation
Good workflow systems for routing and escalation (Correct)
Outsourced employees
Answer :Good workflow systems for routing and escalation
How does 'service level management' contribute to the 'deliver and support' value chain activity?
Options are :
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 (Correct)
Provides information about the actual service performance and trends
Provides feedback from interactions with customers into new or changed services
Answer :Collects feedback during interactions and communicates service performance objectives to the operations and support teams
What is a documented agreement between a service provider and a customer that identifies both the services required and the expected level of service?
Options are :
Memorandum of Understanding
Business Partnership Agreement
Service Level Agreement (Correct)
Interconnection Service Agreement
Answer :Service Level Agreement
Your company has five branch offices located across the country. To support each of these branch offices, a small service desk has been created for each office and it is co-located with the users to whom they are providing service and support. What model of service desk is your company using?
Options are :
Virtual
Centralized
Follow-the-sun
Local (Correct)
Answer :Local
What is the definition of a sponsor?
Options are :
A person who uses services
A person who authorizes budget for service consumption (Correct)
A person who works for an organization other than the service provider
A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption
Answer :A person who authorizes budget for service consumption
Identify the missing word(s) in the following sentence. Warranty is the assurance that a product or service will meet [?] requirements.
Options are :
The contracted
Established
Inexpensive
Agreed (Correct)
Answer :Agreed
What is the definition of an incident?
Options are :
The addition, modification, or removal of anything that could have a direct or indirect effect on services
An unplanned interruption to a service or reduction in the quality of a service (Correct)
A cause, or potential cause, of one or more incidents
A problem that has been analyzed but has not been resolved
Answer :An unplanned interruption to a service or reduction in the quality of a service
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 :
Change
Incident
Event
Problem (Correct)
Answer :Problem
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 live environments
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
Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
Answer :Making new and changed services and features available for use
What is the purpose of the 'change enablement' practice?
Options are :
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
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)
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
What is defined as the practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels?
Options are :
Relationship management (Correct)
Service request management
Service level management
Service desk
Answer :Relationship management
What is defined as the practice of systematically observing services and service components, and recording and reporting selected changes of state identified as events?
Options are :
Problem management
Monitoring and event management (Correct)
Service level management
Incident management
Answer :Monitoring and event management
Identify the missing word(s) in the following sentence. [?] is the practice of supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
Options are :
Problem management
Service desk
Service level management
Service request management (Correct)
Answer :Service request management
As a Dion Training student, your desired outcome from taking the course is to pass your ITIL 4 Foundation exam. As the service provider, Dion Training also measures its success based on the number of students who pass the exam after taking our training. What best describes the activities performed by the service provider (Dion Training) and the service consumer (student) in order to co-create value and reach the desired outcome (the student passing their exam)?
Options are :
Service offering
Service relationship management (Correct)
Service provision
Service consumption
Answer :Service relationship management
Fill in the blank. A service enables [?] co-creation by facilitating outcomes that customers want to achieve.
Options are :
Utility
Value (Correct)
Output
Warranty
Answer :Value
Which describes the assurance that a product or service will meet agreed requirements?
Options are :
Utility
Warranty (Correct)
Value
Output
Answer :Warranty
How often should the guiding principles be changed within your organization?
Options are :
Monthly
Quarterly
Yearly
Never (Correct)
Answer :Never
What is the main benefit of following the guiding principle of 'progress iteratively with feedback'?
Options are :
Faster responses to customers and business needs (Correct)
Overall lower quality in the project
Reduced flexibility
Longer periods of time before a product is delivered
Answer :Faster responses to customers and business needs
Your team is working on developing a new service and has chosen to use an Agile method of working. As part of this, your team has created an 'information radiator' in the common areas of your floor of the office. This 'information radiator' contains the list of things that must be done in the project, the current status of the project, a listing of risks associated with the project, and the overall objective/goal of the project. Based on the information provided in this scenario, which guiding principle is being demonstrated through the use of this 'information radiator'?
Options are :
Focus on value
Keep it simple and practical
Optimize and automate
Collaborate and promote visibility (Correct)
Answer :Collaborate and promote visibility
Which guiding principle requires coordination across the organization in order to best understand how a complicated service works?
Options are :
Think and work holistically (Correct)
Keep it simple and practical
Optimize and automate
Focus on value
Answer :Think and work holistically
You have been asked to create a standard process for approving new accounts on your corporate network. You have been working on this process for about 2 weeks because you are trying to create rules to handle every possible exception to the process. Frustrated, you ask your coworker, Nancy, how she would approach the problem. She states, "Well, I would create a process for the most common three types of account creation which account for 99% of all requests made. Then, create a blanket rule at the end of the process that says, 'If the account doesn't belong to one of the above three categories, elevate the request to your supervisor'. This will allow the supervisors to handle the exception, which only accounts for 1% of all account requests, and you can create that process in just a few hours." What guiding principle is Nancy recommending you to follow with her approach to solving this problem?
Options are :
Progress iteratively with feedback
Optimize and automate
Keep it simple and practical (Correct)
Focus on value
Answer :Keep it simple and practical
Which guiding principle should you use to maximize the value of the work carried out by the human and technical resources within an organization?
Options are :
Think and work holistically
Progress iteratively with feedback
Focus on value
Optimize and automate (Correct)
Answer :Optimize and automate
Dion Training Solutions has two departments within the company: Training and Operations. Which dimension of service management is focused on how a company structures its human resources?
Options are :
Partners and suppliers
Value streams and processes
Organizations and people (Correct)
Information and technology
Answer :Organizations and people
Your company has recently decided to install a Microsoft SharePoint server to serve as the organization's knowledge base. Which dimension of service management would this decision best be considered?
Options are :
Information and technology (Correct)
Organizations and people
Partners and suppliers
Value streams and processes
Answer :Information and technology
Fill in the blank. The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders through the use and management of products and services.
Options are :
Activities
Practices
Service value system (Correct)
Service value chain
Answer :Service value system
Which statement about the value chain activities is CORRECT?
Options are :
Practices are considered a value chain activity
Continual improvement is considered a value chain activity
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
Answer :Service value chain activities receive and provide triggers for further actions to be taken
Which value chain activity would best be used to categorize the actions of the service desk when they are responding to a consumer's request for assistance?
Options are :
Obtain/build
Improve
Design and transition
Deliver and support (Correct)
Answer :Deliver and support
Which step of the continual improvement model is focused on outlining the steps that will be undertaken by the organization in order to achieve its goals and move the organization closer to achieving its vision?
Options are :
Where do we want to be
Take action
Where are we now
How do we get there (Correct)
Answer :How do we get there
What is the step after 'how do we keep the momentum going' in the continual improvement model?
Options are :
Did we get there
How do we get there
What is the vision (Correct)
Where are we now
Answer :What is the vision
Which type of change needs to be assessed, authorized, and scheduled by a change authority prior to implementing it?
Options are :
Standard
Normal (Correct)
Emergency
All three of these
Answer :Normal
Which statement about a change authority is CORRECT?
Options are :
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)
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
A standard change has been initiated to create an email account for a new user. Who should authorize this change?
Options are :
The user's manager should authorize the change
The change authority must authorize all changes
The user can authorize it themself
Standard changes are already pre-authorized (Correct)
Answer :Standard changes are already pre-authorized
What is the best description of an emergency change?
Options are :
A change that doesn't need risk assessment because the procedure has been pre-authorized
A change that needs to be assessed, authorized, and scheduled by a change authority
A change that must be implemented as soon as possible because it is required to resolve an incident or security issue (Correct)
A change that is assessed, authorized, and scheduled as part of 'continual improvement'
Answer :A change that must be implemented as soon as possible because it is required to resolve an incident or security issue
Which practice would include a formalized process for logging unplanned reduction in the quality of a service?
Options are :
Change management
Incident management (Correct)
Problem management
Service level management
Answer :Incident management
Who can report an incident?
Options are :
Service desk analyst
End user
System administrator
Anyone (Correct)
Answer :Anyone
You are working as a part of the problem management team and discovered that multiple incidents are linked together due to a problem with the current version of the web browser installed on the workstations across the network. You have identified that this could be solved by upgrading the web browser to the newest available version. Your team has requested that all of the workstations in the organization receive an updated web browser through the change management activity to solve this problem. Which value chain activity will be responsible for upgrading all the workstations?
Options are :
Plan
Improve
Engage
Obtain/build (Correct)
Answer :Obtain/build
Your printer is currently out of toner and will not print. You ask your co-worker for help, but he says the toner has already been ordered but it won't arrive for a few days. What would you classify this as?
Options are :
Incident
Known error (Correct)
Problem
Event
Answer :Known error
Fill in the blank. Service requests and their fulfillment should be standardized and [?] to the greatest degree possible.
Options are :
Increased
Reduced
Eliminated
Automated (Correct)
Answer :Automated
Which process is responsible for low-risk, frequently occurring, low cost changes?
Options are :
Service request management (Correct)
Incident Management
Service Level Management
Release Management
Answer :Service request management
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
Options are :
Keep is simple and practical
Start where you are (Correct)
Focus on value
Progress iteratively with feedback
Answer :Start where you are
Which is the purpose of the 'monitoring and event management' practice?
Options are :
To protect the information needed by the organization to conduct its business
To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
To systematically observe services and service components, and record and report selected changes of state (Correct)
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
Answer :To systematically observe services and service components, and record and report selected changes of state
Options are :
warranty
costs (Correct)
information
utility
Answer :costs
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 :
elements
assets
services (Correct)
values
Answer :services
Which step of the continual improvement model is focused on outlining the steps that will be undertaken by the organization in order to achieve its goals and move the organization closer to achieving its vision?
Options are :
How do we get there (Correct)
Where do we want to be
Take action
Where are we now
Answer :How do we get there
What is the purpose of the 'deployment management' practice?
Options are :
To make new or changed services available for use
To set clear business-based targets for service performance
To ensure services achieve agreed and expected performance
To move new or changed components to live environments (Correct)
Answer :To move new or changed components to live environments
What should be used to set user expectations for request fulfillment times?
Options are :
The service levels of the supplier
The time needed to realistically deliver the service (Correct)
The consumer demand for the service
The time that the customer indicates for service delivery
Answer :The time needed to realistically deliver the service
How does 'service request management' contribute to 'obtain/build' value chain activity?
Options are :
It collects user-specific requirements, sets expectations and provides status updates
It analyzes data to identify opportunities to provide new service request options
It ensures users continue to be productive when they need assistance from the service provider
It acquires pre-approved service components to help fulfil service requests (Correct)
Answer :It acquires pre-approved service components to help fulfil service requests
What is the definition of service management?
Options are :
A set of specialized organizational capabilities for enabling value to customers (Correct)
A method for visualizing work, identifying potential blockages and resource conflicts, and managing work in progress
The means by which an organization is directed and controlled
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 :A set of specialized organizational capabilities for enabling value to customers
Which ITIL concept describes the service value chain?
Options are :
Service value system (Correct)
Four dimensions of service management
Practices
Seven guiding principles
Answer :Service value system
What is the best way to track and manage improvements?
Options are :
Don't track and manage improvements
Appoint a leader for managing the improvements
Ask everyone to track and manage improvements initiated by them
Use a structured document called a continual improvement register (Correct)
Answer :Use a structured document called a continual improvement register
Which of the following is an example of incident?
Options are :
A user has requested access to a shared repository
A backup server is being rebooted while services are running on the primary server
An application is not available during the business hours (Correct)
A user wants to reset the password of a server
Answer :An application is not available during the business hours
The users on the fourth floor of your building keep calling the service desk to report that their network connectivity is not working properly. The service desk logs each of these incidents, but since there are multiple incidents for the same issue, they forward it to the problem management activity for resolution. During your analysis, you determine that the network switch that services the entire fourth floor is broken and will need to be replaced. You checked the current inventory of spares, but there are none available. It appears this problem will remain for 24 hours until a new switch can be received and installed. How would you categorize the issue described in this scenario?
Options are :
Known error (Correct)
Workaround
Problem
Incident
Answer :Known error
What is a recommendation of the 'focus on value' guiding principle?
Options are :
Focus on the value of new and significant projects first
Make 'focus on value' a responsibility of the management
Focus on value for the service provider first
Focus on value at every step of the improvement (Correct)
Answer :Focus on value at every step of the improvement
Which statement about costs is CORRECT?
Options are :
Costs removed from the consumer are part of service consumption
Costs removed from the consumer are part of the value proposition (Correct)
Costs imposed on the consumer are costs of service utility
Costs imposed on the consumer are costs of service warranty
Answer :Costs removed from the consumer are part of the value proposition
Why should service desk staff detect recurring issues?
Options are :
To ensure effective handling of service requests
To help identify problems (Correct)
To escalate incidents to the correct support team
To engage the correct change authority
Answer :To help identify problems
Identify the missing word in the following sentence. A known error is a problem that has been [?] and has not been resolved.
Options are :
Escalated
Logged
Closed
Analyzed (Correct)
Answer :Analyzed
What is the purpose of service level management?
Options are :
To obtain/build activity that ensures the service components are available when and where they are needed and meet agreed specifications.
To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.
To track and manage improvement ideas from identification to final action, organizations use a database or structured document called a continual improvement register (CIR).
To ensure that all current and planned IT services are delivered to agreed achievable targets. (Correct)
Answer :To ensure that all current and planned IT services are delivered to agreed achievable targets.
What is the purpose of the 'information security management' practice?
Options are :
To plan and manage the full lifecycle of all IT assets
To protect the information needed by the organization to conduct its business (Correct)
To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
To observe services and service components
Answer :To protect the information needed by the organization to conduct its business
Which two practices use workarounds?
Options are :
Incident management and continual improvement
Change enablement and problem management
Change enablement and continual improvement
Problem management and incident management (Correct)
Answer :Problem management and incident management
Which gives a user access to a system?
Options are :
Service consumption
Service agreement
Service provision (Correct)
Service requirement
Answer :Service provision
Which role approves the cost of services?
Options are :
Change authority
User
Sponsor (Correct)
Customer
Answer :Sponsor
Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT?
Options are :
The act of measuring always positively impacts results
Measured data is always more accurate than direct observation
It should always be used to support direct observation (Correct)
It should always be used instead of direct observation
Answer :It should always be used to support direct observation
Which guiding principle focuses on reducing costs and human errors?
Options are :
Focus and value
Optimize and automate (Correct)
Collaborate and promote visibility
Think and work holistically
Answer :Optimize and automate
What is defined as a change of state that has significate for the management of an IT service?
Options are :
Event (Correct)
Problem
Incident
Known error
Answer :Event
What can a service remove from the consumer and impose on the consumer?
Options are :
Asset
Utility
Outcome
Cost (Correct)
Answer :Cost
What are guiding principles?
Options are :
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)
A description of one or more services that help address the needs of a target consumer group
Answer :Recommendations that help an organization when adopting a service management approach
What is a change schedule used for?
Options are :
To help manage normal changes (Correct)
To help authorize standard changes
To help assign a change authority
To help plan emergency changes
Answer :To help manage normal changes
Why should some service requests be fulfilled with no additional approvals?
Options are :
To ensure that spending is properly accounted for
To ensure that information security requirements are met
To set user expectations for fulfillment times
To streamline the fulfillment workflow (Correct)
Answer :To streamline the fulfillment workflow
Which is included in the purpose of the 'deliver and support' value chain activity?
Options are :
Providing services to agreed specifications (Correct)
Understanding stakeholder needs
Understanding the organization's service vision
Meeting stakeholder expectations for time to market
Answer :Providing services to agreed specifications
Which guiding principle is PRIMARILY concerned with end-to-end service delivery?
Options are :
Focus on value
Optimize and automate
Collaborate and promote
Think and work holistically (Correct)
Answer :Think and work holistically
Which statement about the 'change management' practice is CORRECT?
Options are :
Standard changes are those that need to be scheduled, assessed and authorized following a standard process
There should be a separate change authority for standard changes which includes senior managers who understand the risks involved
Assessment and authorization of normal changes should be expedited to ensure they can be implemented quickly
Normal changes are triggered by the creation of a change request which can be created manually or automated (Correct)
Answer :Normal changes are triggered by the creation of a change request which can be created manually or automated
What is used to link activities within the service value chain?
Options are :
Inputs, outputs and triggers (Correct)
Service desk
Service level agreements
Opportunity, demand and value
Answer :Inputs, outputs and triggers
What is defined as an unplanned interruption or reduction in the quality of a service?
Options are :
A problem
A change
An event
An incident (Correct)
Answer :An incident
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
Options are :
Continual improvement
Monitoring and event management
Service level management
Information security management (Correct)
Answer :Information security management
Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?
Options are :
Service configuration management
Service desk
Service request management
Service level management (Correct)
Answer :Service level management
Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?
Options are :
Collaborate and promote visibility
Progress iteratively with feedback (Correct)
Start where you are
Think and work holistically
Answer :Progress iteratively with feedback
Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?
Options are :
Define measurable targets
Execute improvement actions
Perform baseline assessments
Evaluate measurements and metrics (Correct)
Answer :Evaluate measurements and metrics
What is an incident?
Options are :
A possible future event that could cause harm
A service interruption resolved by the use of self-help tools (Correct)
The planned removal of an item that might affect a service
A result enabled by one or more outputs
Answer :A service interruption resolved by the use of self-help tools
What describes the steps needed to create and deliver a specific service to a consumer?
Options are :
A value stream (Correct)
Service management
Practices
Service level management
Answer :A value stream
Which dimension includes the knowledge needed for the management of services?
Options are :
Information and technology (Correct)
Organizations and people
Value streams and processes
Partners and suppliers
Answer :Information and technology
Which is an example of a business related measurement?
Options are :
The average time to response to change requests
The number of passengers checked in (Correct)
The number of problems resolved
The average resolution time for incidents
Answer :The number of passengers checked in
What is a change schedule PRIMARILY used for?
Options are :
To help plan changes, assist in communication and avoid conflicts (Correct)
To help plan, authorize and schedule emergency changes
To publish a list of service requests that users can select
To ensure that a single change authority reviews every change
Answer :To help plan changes, assist in communication and avoid conflicts
Which practice would help a user gain access to an application that they need to use?
Options are :
Service configuration management
Change enablement
Service request management (Correct)
Service level management
Answer :Service request management
What must always be done before an activity is automated?
Options are :
Check that suitable new technology has been purchased
Ensure that DevOps has been successfully implemented
Ensure the solution removes the need for human intervention
Check that the activity has already been optimized (Correct)
Answer :Check that the activity has already been optimized
What is the PRIMARY use of a change schedule?
Options are :
To manage standard changes
To plan changes and help avoid conflicts (Correct)
To support the 'incident management' practice and improvement planning
To manage emergency changes
Answer :To plan changes and help avoid conflicts
What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
Options are :
Service provision
Service consumption
Service management (Correct)
Service offering
Answer :Service management
Which is a purpose of the 'service desk' practice?
Options are :
To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
To support the agreed quality of a service by handling all pre-defined, user-initiated service requests
To be the entry point and single point of contact for the service provider with all of its users (Correct)
Answer :To be the entry point and single point of contact for the service provider with all of its users
In which step of the 'continual improvement model' is an improvement plan implemented?
Options are :
Did we get there?
How do we get there?
What is the vision?
Take action (Correct)
Answer :Take action
What is the purpose of the 'problem management' practice?
Options are :
To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services
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 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 automation of service requests is CORRECT?
Options are :
Service requests and their fulfillment should be automated as much as possible (Correct)
Service requests and their fulfillment should be carried out by service desk staff without automation
Service requests that cannot be automated should be handled as problems
Service requests that cannot be automated should be handled as incidents
Answer :Service requests and their fulfillment should be automated as much as possible
What is the purpose of the 'incident management' practice?
Options are :
To capture demand for incident resolution and service requests
To support the agreed service quality by effective handling of all agreed user-initiated service requests
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible (Correct)
To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
Answer :To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
Identify the missing word in the following sentence.
A user is [_____] that uses services.
Options are :
an organization
a person (Correct)
a team
a supplier
Answer :a person
Which guiding principle considers the importance of customer loyalty?
Options are :
Start where you are
Focus on value (Correct)
Optimize and automate
Progress iteratively with feedback
Answer :Focus on value
Which is a purpose of the 'service level management' practice?
Options are :
To establish and nurture the links between the organization and its stakeholders
To ensure that the organization's suppliers and their performance are managed appropriately
To support the agreed quality of a service handling all agreed, user-initiated service requests
To set clear business-based targets for service levels (Correct)
Answer :To set clear business-based targets for service levels
What is important for a 'continual improvement register' (CIR)?
Options are :
Improvement ideas are documented, assessed and prioritized (Correct)
Improvement ideas that are not being actioned immediately are removed from the CIR
Improvement ideas are tested, funded and agreed
Improvement ideas from many sources are kept in a single CIR
Answer :Improvement ideas are documented, assessed and prioritized
Which are elements of the service value system?
Options are :
Customer value, stakeholder value, organization
Governance, service value chain, practices (Correct)
Outcomes, utility, warranty
Service provision, service consumption, service relationship management
Answer :Governance, service value chain, practices
Which practice makes new services available for use?
Options are :
Deployment management
IT asset management
Change enablement
Release management (Correct)
Answer :Release management
Which describes the utility of a service?
Options are :
A service that increases constraints on the consumer
A service that supports the performance of the consumer (Correct)
A service that meets its service level targets
A service that is fit for use
Answer :A service that supports the performance of the consumer
How does 'service request management' contribute to the 'deliver and support' value chain activity?
Options are :
It ensures that users continue to be productive when they need assistance from the service provider (Correct)
It collects user-specific requirements, sets expectations, and provides status updates
It analyzes data to identify opportunities to provide new service request options
By acquiring pre-approved service components
Answer :It ensures that users continue to be productive when they need assistance from the service provider
Which is a recommendation of the 'service desk' practice?
Options are :
Service desks should never use technologies such as SMS and chat functions
Service desks should be highly technical functions
Service desks should have a practical understanding of the wider business (Correct)
Service desks should always be a physical team in a single fixed location
Answer :Service desks should have a practical understanding of the wider business
What does a centralized service desk require?
Options are :
Walk-in service hours
Robotic process automation
Good workflow systems for routing and escalation (Correct)
Outsourced employees
Answer :Good workflow systems for routing and escalation
How does 'service level management' contribute to the 'deliver and support' value chain activity?
Options are :
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 (Correct)
Provides information about the actual service performance and trends
Provides feedback from interactions with customers into new or changed services
Answer :Collects feedback during interactions and communicates service performance objectives to the operations and support teams
What is a documented agreement between a service provider and a customer that identifies both the services required and the expected level of service?
Options are :
Memorandum of Understanding
Business Partnership Agreement
Service Level Agreement (Correct)
Interconnection Service Agreement
Answer :Service Level Agreement
Your company has five branch offices located across the country. To support each of these branch offices, a small service desk has been created for each office and it is co-located with the users to whom they are providing service and support. What model of service desk is your company using?
Options are :
Virtual
Centralized
Follow-the-sun
Local (Correct)
Answer :Local
What is the definition of a sponsor?
Options are :
A person who uses services
A person who authorizes budget for service consumption (Correct)
A person who works for an organization other than the service provider
A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption
Answer :A person who authorizes budget for service consumption
Identify the missing word(s) in the following sentence. Warranty is the assurance that a product or service will meet [?] requirements.
Options are :
The contracted
Established
Inexpensive
Agreed (Correct)
Answer :Agreed
What is the definition of an incident?
Options are :
The addition, modification, or removal of anything that could have a direct or indirect effect on services
An unplanned interruption to a service or reduction in the quality of a service (Correct)
A cause, or potential cause, of one or more incidents
A problem that has been analyzed but has not been resolved
Answer :An unplanned interruption to a service or reduction in the quality of a service
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 :
Change
Incident
Event
Problem (Correct)
Answer :Problem
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 live environments
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
Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
Answer :Making new and changed services and features available for use
What is the purpose of the 'change enablement' practice?
Options are :
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
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)
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
What is defined as the practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels?
Options are :
Relationship management (Correct)
Service request management
Service level management
Service desk
Answer :Relationship management
What is defined as the practice of systematically observing services and service components, and recording and reporting selected changes of state identified as events?
Options are :
Problem management
Monitoring and event management (Correct)
Service level management
Incident management
Answer :Monitoring and event management
Identify the missing word(s) in the following sentence. [?] is the practice of supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
Options are :
Problem management
Service desk
Service level management
Service request management (Correct)
Answer :Service request management
As a Dion Training student, your desired outcome from taking the course is to pass your ITIL 4 Foundation exam. As the service provider, Dion Training also measures its success based on the number of students who pass the exam after taking our training. What best describes the activities performed by the service provider (Dion Training) and the service consumer (student) in order to co-create value and reach the desired outcome (the student passing their exam)?
Options are :
Service offering
Service relationship management (Correct)
Service provision
Service consumption
Answer :Service relationship management
Fill in the blank. A service enables [?] co-creation by facilitating outcomes that customers want to achieve.
Options are :
Utility
Value (Correct)
Output
Warranty
Answer :Value
Which describes the assurance that a product or service will meet agreed requirements?
Options are :
Utility
Warranty (Correct)
Value
Output
Answer :Warranty
How often should the guiding principles be changed within your organization?
Options are :
Monthly
Quarterly
Yearly
Never (Correct)
Answer :Never
What is the main benefit of following the guiding principle of 'progress iteratively with feedback'?
Options are :
Faster responses to customers and business needs (Correct)
Overall lower quality in the project
Reduced flexibility
Longer periods of time before a product is delivered
Answer :Faster responses to customers and business needs
Your team is working on developing a new service and has chosen to use an Agile method of working. As part of this, your team has created an 'information radiator' in the common areas of your floor of the office. This 'information radiator' contains the list of things that must be done in the project, the current status of the project, a listing of risks associated with the project, and the overall objective/goal of the project. Based on the information provided in this scenario, which guiding principle is being demonstrated through the use of this 'information radiator'?
Options are :
Focus on value
Keep it simple and practical
Optimize and automate
Collaborate and promote visibility (Correct)
Answer :Collaborate and promote visibility
Which guiding principle requires coordination across the organization in order to best understand how a complicated service works?
Options are :
Think and work holistically (Correct)
Keep it simple and practical
Optimize and automate
Focus on value
Answer :Think and work holistically
You have been asked to create a standard process for approving new accounts on your corporate network. You have been working on this process for about 2 weeks because you are trying to create rules to handle every possible exception to the process. Frustrated, you ask your coworker, Nancy, how she would approach the problem. She states, "Well, I would create a process for the most common three types of account creation which account for 99% of all requests made. Then, create a blanket rule at the end of the process that says, 'If the account doesn't belong to one of the above three categories, elevate the request to your supervisor'. This will allow the supervisors to handle the exception, which only accounts for 1% of all account requests, and you can create that process in just a few hours." What guiding principle is Nancy recommending you to follow with her approach to solving this problem?
Options are :
Progress iteratively with feedback
Optimize and automate
Keep it simple and practical (Correct)
Focus on value
Answer :Keep it simple and practical
Which guiding principle should you use to maximize the value of the work carried out by the human and technical resources within an organization?
Options are :
Think and work holistically
Progress iteratively with feedback
Focus on value
Optimize and automate (Correct)
Answer :Optimize and automate
Dion Training Solutions has two departments within the company: Training and Operations. Which dimension of service management is focused on how a company structures its human resources?
Options are :
Partners and suppliers
Value streams and processes
Organizations and people (Correct)
Information and technology
Answer :Organizations and people
Your company has recently decided to install a Microsoft SharePoint server to serve as the organization's knowledge base. Which dimension of service management would this decision best be considered?
Options are :
Information and technology (Correct)
Organizations and people
Partners and suppliers
Value streams and processes
Answer :Information and technology
Fill in the blank. The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders through the use and management of products and services.
Options are :
Activities
Practices
Service value system (Correct)
Service value chain
Answer :Service value system
Which statement about the value chain activities is CORRECT?
Options are :
Practices are considered a value chain activity
Continual improvement is considered a value chain activity
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
Answer :Service value chain activities receive and provide triggers for further actions to be taken
Which value chain activity would best be used to categorize the actions of the service desk when they are responding to a consumer's request for assistance?
Options are :
Obtain/build
Improve
Design and transition
Deliver and support (Correct)
Answer :Deliver and support
Which step of the continual improvement model is focused on outlining the steps that will be undertaken by the organization in order to achieve its goals and move the organization closer to achieving its vision?
Options are :
Where do we want to be
Take action
Where are we now
How do we get there (Correct)
Answer :How do we get there
What is the step after 'how do we keep the momentum going' in the continual improvement model?
Options are :
Did we get there
How do we get there
What is the vision (Correct)
Where are we now
Answer :What is the vision
Which type of change needs to be assessed, authorized, and scheduled by a change authority prior to implementing it?
Options are :
Standard
Normal (Correct)
Emergency
All three of these
Answer :Normal
Which statement about a change authority is CORRECT?
Options are :
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)
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
A standard change has been initiated to create an email account for a new user. Who should authorize this change?
Options are :
The user's manager should authorize the change
The change authority must authorize all changes
The user can authorize it themself
Standard changes are already pre-authorized (Correct)
Answer :Standard changes are already pre-authorized
What is the best description of an emergency change?
Options are :
A change that doesn't need risk assessment because the procedure has been pre-authorized
A change that needs to be assessed, authorized, and scheduled by a change authority
A change that must be implemented as soon as possible because it is required to resolve an incident or security issue (Correct)
A change that is assessed, authorized, and scheduled as part of 'continual improvement'
Answer :A change that must be implemented as soon as possible because it is required to resolve an incident or security issue
Which practice would include a formalized process for logging unplanned reduction in the quality of a service?
Options are :
Change management
Incident management (Correct)
Problem management
Service level management
Answer :Incident management
Who can report an incident?
Options are :
Service desk analyst
End user
System administrator
Anyone (Correct)
Answer :Anyone
You are working as a part of the problem management team and discovered that multiple incidents are linked together due to a problem with the current version of the web browser installed on the workstations across the network. You have identified that this could be solved by upgrading the web browser to the newest available version. Your team has requested that all of the workstations in the organization receive an updated web browser through the change management activity to solve this problem. Which value chain activity will be responsible for upgrading all the workstations?
Options are :
Plan
Improve
Engage
Obtain/build (Correct)
Answer :Obtain/build
Your printer is currently out of toner and will not print. You ask your co-worker for help, but he says the toner has already been ordered but it won't arrive for a few days. What would you classify this as?
Options are :
Incident
Known error (Correct)
Problem
Event
Answer :Known error
Fill in the blank. Service requests and their fulfillment should be standardized and [?] to the greatest degree possible.
Options are :
Increased
Reduced
Eliminated
Automated (Correct)
Answer :Automated
Which process is responsible for low-risk, frequently occurring, low cost changes?
Options are :
Service request management (Correct)
Incident Management
Service Level Management
Release Management
Answer :Service request management
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
Options are :
Keep is simple and practical
Start where you are (Correct)
Focus on value
Progress iteratively with feedback
Answer :Start where you are
Which is the purpose of the 'monitoring and event management' practice?
Options are :
To protect the information needed by the organization to conduct its business
To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
To systematically observe services and service components, and record and report selected changes of state (Correct)
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
Answer :To systematically observe services and service components, and record and report selected changes of state