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