ITIL Foundation final exam 1 0 12345678910111213141516171819202122232425262728293031323334353637383940 Created by aboozarkordi ITIL Foundation final exam 1 1 / 40 1. How does a service consumer contribute to the reduction of disk? A) By managing staff availability B) By paying for the service C) By communicating constraints D) By managing server hardware 2 / 40 2. Which statement about service desks is CORRECT? A) The service desk should remain isolated from technical support teams B) The service desk should work in close collaboration with support and development teams C) The service desk should escalate all technical issues to support and development teams D) The service desk should rely on self-service portals instead of escalation to support teams 3 / 40 3. What helps diagnose and resolve a simple incident? A) The use of scripts B) Rapid escalation C) Problem prioritization D) Formation of a temporary team 4 / 40 4. Which statement about emergency changes is CORRECT? A) Emergency changes must be fully documented before authorization and implementation B) The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly C) The testing of emergency can be eliminated in order to implement the change quickly D) Emergency changes should be authorized and implemented as service requests 5 / 40 5. Which is part of service provision? A) The joint activities performed to ensure continual value co-creation B) The grouping of one or more services based on one or more products C) The management of resources configured to deliver the service D) The management of resources needed to consume the service 6 / 40 6. What is the purpose of the deployment management practice? A) To ensure services achieve agreed and expected performance B) To make new or changed services available for use C) To set clear business-based targets for service performance D) To move new or changed components to live environments 7 / 40 7. Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests? A) Change control B) IT asset management C) Service desk D) Service request management 8 / 40 8. What are engage, plan and improve examples of? A) Service value chain inputs B) Service value chain activities C) Service level management D) Change control 9 / 40 9. 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 10 / 40 10. 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) performances B) value C) users D) costs 11 / 40 11. Which guiding principle recommends standardizing and streamlining manual tasks? A) Collaborate and promote visibility B) Focus on value C) Optimize and automate D) Think and work holistically 12 / 40 12. 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 a workaround for the problem has been identified D) As soon as the analysis of cost, risks and benefits justifies the change 13 / 40 13. What is a recommendation of the focus on value guiding principle? A) Focus on value at every step of the improvement B) Make focus on value a responsibility of the management C) Focus on the value of new and significant projects first D) Focus on value for the service provider first 14 / 40 14. Which service level metrics are BEST for measuring user experience? A) Metrics for the percentage of uptime of a service B) Operational metrics C) Metrics linked to defined outcomes D) Single system-based metrics 15 / 40 15. A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?]. A) elements B) services C) values D) assets 16 / 40 16. When should a full risk assessment and authorization be carried out for a standard change? A) Each time the standard change is implemented B) When the procedure for the standard change is created C) When an emergency change is requested D) At least once a year 17 / 40 17. What are the MOST important skills required by service desk staff? A) Technical skills B) Incident analysis skills C) Supplier management skills D) Problem resolution skills 18 / 40 18. Which describes a set of defined steps for implementing improvements? A) The continual improvement register B) The engage value chain activity C) The improve value chain activity D) The continual improvement model 19 / 40 19. Which is a key requirement for a successful service level agreement? A) It should be based on the service providers view of the service B) It should be written in legal language C) It should relate to simple operational metrics D) It should be simply written and easy to understand 20 / 40 20. Which dimension considers how knowledge assets should be protected? A) Information and technology B) Partners and suppliers C) Organizations and people D) Value streams and processes 21 / 40 21. Which practice updates information relating to symptoms and business impact? A) Incident management B) Service level management C) Service request management D) Change control 22 / 40 22. Which is NOT a component of the service value system? A) The guiding principles B) The four dimensions of service management C) Practices D) Governance 23 / 40 23. 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) Service management B) Continual improvement C) An IT asset D) A service 24 / 40 24. What is defined as a cause, or potential cause, of one or more incidents? A) Event B) Change C) Problem D) Known error 25 / 40 25. Which is a service request? A) Requesting investigation of a degraded service B) Requesting an enhancement to an application C) Requesting a workaround for an issue D) Requesting information about how to create a document 26 / 40 26. Identify the missing words in the following sentence. The management of information security incidents usually requires [?]. A) Immediate escalation B) Third party support C) Specialist teams D) A separate process 27 / 40 27. Which practice coordinates the classification, ownership and communication of service requests and incidents? A) Relationship management B) Problem management C) Supplier management D) Service desk 28 / 40 28. When planning continual improvement, which approach for assessing the current state of a service is CORRECT? A) An organization should always develop competencies in methodologies and techniques that will meet their needs B) An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis C) An organization should always use an approach that combines Lean, Agile and DevOps methodologies D) An organization should always use a single technique to ensure metrics are consistent 29 / 40 29. Which is included in the purpose of the design and transition value chain activity? A) Ensuring that service components are available when needed B) Supporting services according to specifications C) Providing transparency and good stakeholder relationships D) Continually meeting stakeholder expectations for costs 30 / 40 30. Which statement about the steps to fulfill a service request is CORRECT? A) They should be well-known and proven B) They should include incident handling C) They should be complex and detailed D) They should be brief and simple 31 / 40 31. Which is the CORRECT approach for managing a large improvement initiative as smaller iterations? A) Each iteration should be designed before starting the initiative and implemented without feedback B) Each iteration should be continually re-evaluated based on feedback C) Feedback should be reduced for large improvements as it is unlikely that circumstances will change D) Feedback should only be taken into account when one iteration fails to meet its objective 32 / 40 32. Which statement about outcomes is CORRECT? A) An outcome can be enabled by more than one output B) An outcome is a tangible or intangible activity C) An output can be enabled by one or more outcomes D) Outcomes are how the service performs 33 / 40 33. What is warranty? A) The amount of money spent on a specific activity or resource B) Assurance that a product or service will meet agreed requirements C) The functionality offered by a product or service to meet a particular need D) The perceived benefits, usefulness and importance of something 34 / 40 34. Which ITIL guiding principle recommends using existing services, processes and tools when improving services? A) Keep is simple and practical B) Progress iteratively with feedback C) Focus on value D) Start where you are 35 / 40 35. What are the ITIL guiding principles used for? A) To ensure that an organizations performance continually meets stakeholders expectations B) To direct and control an organization C) To identify activities that an organization must perform in order to deliver a valuable service D) To help an organization make good decisions 36 / 40 36. Which statement about a continual improvement register is CORRECT? A) There should only be one for the whole organization B) It should be re-prioritized as ideas are documented C) It should be managed at the senior level of the organization D) It should be used to capture user demand 37 / 40 37. Which TWO statements about an organizations culture are CORRECT? (Choose two.) A) It should be based on the culture of prospective suppliers B) It is created from shared values based on how it carries out its work C) It should be based on the objectives of the organization D) It is determined by the type of technology used to support services 38 / 40 38. Which ITIL practice has a purpose that includes reducing the likelihood of incidents? A) Continual improvement B) Problem management C) Change control D) Service desk 39 / 40 39. When should the effectiveness of a problem workaround be assessed? A) Whenever the workaround is used B) Whenever the problem is resolved C) Whenever the problem is prioritized D) Whenever the workaround becomes a known error 40 / 40 40. Which practice has a purpose that includes ensuring that risks have been properly assessed? A) Problem management B) Change control C) Service configuration management D) Service level management Your score is LinkedIn Facebook VKontakte Restart quiz aboozarkordi
2 Comments
با سلام و احترام
ممنون استاد كلاس بسيار مفيدي بود.
مچکرم زنده باشید