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