ITIL Foundation final exam 1 1 12345678910111213141516171819202122232425262728293031323334353637383940 Created by aboozarkordi ITIL Foundation final exam 1 1 / 40 1. When should a change request be submitted to resolve a problem? A) As soon as the analysis of the frequency and impact of incidents justifies the change B) As soon as a solution for the problem has been identified C) As soon as the analysis of cost, risks and benefits justifies the change D) As soon as a workaround for the problem has been identified 2 / 40 2. Which practice updates information relating to symptoms and business impact? A) Change control B) Service request management C) Incident management D) Service level management 3 / 40 3. Which TWO statements about an organizations culture are CORRECT? (Choose two.) A) It is created from shared values based on how it carries out its work B) It is determined by the type of technology used to support services C) It should be based on the culture of prospective suppliers D) It should be based on the objectives of the organization 4 / 40 4. When planning continual improvement, which approach for assessing the current state of a service is CORRECT? A) An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis B) An organization should always use a single technique to ensure metrics are consistent C) An organization should always develop competencies in methodologies and techniques that will meet their needs D) An organization should always use an approach that combines Lean, Agile and DevOps methodologies 5 / 40 5. Which ITIL practice has a purpose that includes reducing the likelihood of incidents? A) Service desk B) Continual improvement C) Problem management D) Change control 6 / 40 6. Identify the missing word in the following sentence. The purpose of the supplier management practice is to ensure that the organizations suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services. A) value B) performances C) costs D) users 7 / 40 7. Which is part of service provision? A) The management of resources needed to consume the service B) The joint activities performed to ensure continual value co-creation C) The management of resources configured to deliver the service D) The grouping of one or more services based on one or more products 8 / 40 8. How does a service consumer contribute to the reduction of disk? A) By managing server hardware B) By managing staff availability C) By paying for the service D) By communicating constraints 9 / 40 9. A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?]. A) services B) values C) assets D) elements 10 / 40 10. Which statement about outcomes is CORRECT? A) Outcomes are how the service performs B) An output can be enabled by one or more outcomes C) An outcome can be enabled by more than one output D) An outcome is a tangible or intangible activity 11 / 40 11. When should the effectiveness of a problem workaround be assessed? A) Whenever the workaround becomes a known error B) Whenever the problem is prioritized C) Whenever the problem is resolved D) Whenever the workaround is used 12 / 40 12. Which is a key requirement for a successful service level agreement? A) It should relate to simple operational metrics B) It should be simply written and easy to understand C) It should be based on the service providers view of the service D) It should be written in legal language 13 / 40 13. Which statement about emergency changes is CORRECT? A) Emergency changes should be authorized and implemented as service requests B) The testing of emergency can be eliminated in order to implement the change quickly C) The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly D) Emergency changes must be fully documented before authorization and implementation 14 / 40 14. Which is a service request? A) Requesting information about how to create a document B) Requesting a workaround for an issue C) Requesting an enhancement to an application D) Requesting investigation of a degraded service 15 / 40 15. Which is included in the purpose of the design and transition value chain activity? A) Providing transparency and good stakeholder relationships B) Ensuring that service components are available when needed C) Supporting services according to specifications D) Continually meeting stakeholder expectations for costs 16 / 40 16. 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? A) A service B) Service management C) Continual improvement D) An IT asset 17 / 40 17. When should a full risk assessment and authorization be carried out for a standard change? A) When the procedure for the standard change is created B) Each time the standard change is implemented C) When an emergency change is requested D) At least once a year 18 / 40 18. Which is the CORRECT approach for managing a large improvement initiative as smaller iterations? A) Feedback should only be taken into account when one iteration fails to meet its objective B) Feedback should be reduced for large improvements as it is unlikely that circumstances will change C) Each iteration should be continually re-evaluated based on feedback D) Each iteration should be designed before starting the initiative and implemented without feedback 19 / 40 19. Which statement about the steps to fulfill a service request is CORRECT? A) They should be well-known and proven B) They should be complex and detailed C) They should be brief and simple D) They should include incident handling 20 / 40 20. What are engage, plan and improve examples of? A) Service level management B) Service value chain activities C) Change control D) Service value chain inputs 21 / 40 21. What are the MOST important skills required by service desk staff? A) Incident analysis skills B) Supplier management skills C) Technical skills D) Problem resolution skills 22 / 40 22. What is a recommendation of the focus on value guiding principle? A) Focus on value for the service provider first B) Make focus on value a responsibility of the management C) Focus on value at every step of the improvement D) Focus on the value of new and significant projects first 23 / 40 23. Which guiding principle recommends eliminating activities that do not contribute to the creation of value? A) Collaborate and promote visibility B) Keep it simple and practical C) Start where you are D) Optimize and automate 24 / 40 24. Which statement about a continual improvement register is CORRECT? A) It should be used to capture user demand B) It should be re-prioritized as ideas are documented C) There should only be one for the whole organization D) It should be managed at the senior level of the organization 25 / 40 25. Identify the missing words in the following sentence. The management of information security incidents usually requires [?]. A) Immediate escalation B) A separate process C) Third party support D) Specialist teams 26 / 40 26. What are the ITIL guiding principles used for? A) To identify activities that an organization must perform in order to deliver a valuable service B) To help an organization make good decisions C) To direct and control an organization D) To ensure that an organizations performance continually meets stakeholders expectations 27 / 40 27. What is warranty? A) The amount of money spent on a specific activity or resource B) The functionality offered by a product or service to meet a particular need C) The perceived benefits, usefulness and importance of something D) Assurance that a product or service will meet agreed requirements 28 / 40 28. What is defined as a cause, or potential cause, of one or more incidents? A) Change B) Event C) Problem D) Known error 29 / 40 29. Which practice coordinates the classification, ownership and communication of service requests and incidents? A) Problem management B) Supplier management C) Relationship management D) Service desk 30 / 40 30. Which statement about service desks is CORRECT? A) The service desk should escalate all technical issues to support and development teams B) The service desk should rely on self-service portals instead of escalation to support teams C) The service desk should work in close collaboration with support and development teams D) The service desk should remain isolated from technical support teams 31 / 40 31. Which describes a set of defined steps for implementing improvements? A) The continual improvement model B) The continual improvement register C) The engage value chain activity D) The improve value chain activity 32 / 40 32. What is the purpose of the deployment management practice? A) To move new or changed components to live environments B) To ensure services achieve agreed and expected performance C) To set clear business-based targets for service performance D) To make new or changed services available for use 33 / 40 33. Which guiding principle recommends standardizing and streamlining manual tasks? A) Focus on value B) Collaborate and promote visibility C) Optimize and automate D) Think and work holistically 34 / 40 34. Which practice has a purpose that includes ensuring that risks have been properly assessed? A) Change control B) Service configuration management C) Problem management D) Service level management 35 / 40 35. Which is NOT a component of the service value system? A) The four dimensions of service management B) Practices C) The guiding principles D) Governance 36 / 40 36. Which service level metrics are BEST for measuring user experience? A) Single system-based metrics B) Metrics linked to defined outcomes C) Metrics for the percentage of uptime of a service D) Operational metrics 37 / 40 37. Which dimension considers how knowledge assets should be protected? A) Partners and suppliers B) Information and technology C) Organizations and people D) Value streams and processes 38 / 40 38. What helps diagnose and resolve a simple incident? A) Formation of a temporary team B) Rapid escalation C) The use of scripts D) Problem prioritization 39 / 40 39. Which ITIL guiding principle recommends using existing services, processes and tools when improving services? A) Start where you are B) Progress iteratively with feedback C) Focus on value D) Keep is simple and practical 40 / 40 40. Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests? A) Service request management B) IT asset management C) Change control D) Service desk Your score is LinkedIn Facebook Twitter VKontakte Restart quiz aboozarkordi
2 Comments
با سلام و احترام
ممنون استاد كلاس بسيار مفيدي بود.
مچکرم زنده باشید