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