ITIL Foundation final exam 1 23 12345678910111213141516171819202122232425262728293031323334353637383940 Created by aboozarkordi ITIL Foundation final exam 1 1 / 40 1. Which statement about outcomes is CORRECT? A) Outcomes are how the service performs B) An outcome can be enabled by more than one output C) An outcome is a tangible or intangible activity D) An output can be enabled by one or more outcomes 2 / 40 2. 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 brief and simple D) They should be well-known and proven 3 / 40 3. 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 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 an approach that combines Lean, Agile and DevOps methodologies C) An organization should always use a single technique to ensure metrics are consistent D) An organization should always develop competencies in methodologies and techniques that will meet their needs 5 / 40 5. Which practice updates information relating to symptoms and business impact? A) Change control B) Service request management C) Incident management D) Service level management 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) performances B) costs C) value D) users 7 / 40 7. What are the MOST important skills required by service desk staff? A) Incident analysis skills B) Supplier management skills C) Problem resolution skills D) Technical skills 8 / 40 8. 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 9 / 40 9. 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 joint activities performed to ensure continual value co-creation D) The management of resources needed to consume the service 10 / 40 10. 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 11 / 40 11. Which ITIL guiding principle recommends using existing services, processes and tools when improving services? A) Progress iteratively with feedback B) Focus on value C) Start where you are D) Keep is simple and practical 12 / 40 12. Which practice coordinates the classification, ownership and communication of service requests and incidents? A) Supplier management B) Problem management C) Service desk D) Relationship management 13 / 40 13. Which describes a set of defined steps for implementing improvements? A) The engage value chain activity B) The continual improvement register C) The improve value chain activity D) The continual improvement model 14 / 40 14. 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) Emergency changes must be fully documented before authorization and implementation D) The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly 15 / 40 15. What are engage, plan and improve examples of? A) Service value chain activities B) Service level management C) Service value chain inputs D) Change control 16 / 40 16. 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 17 / 40 17. 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) Assurance that a product or service will meet agreed requirements D) The perceived benefits, usefulness and importance of something 18 / 40 18. Which is a service request? A) Requesting an enhancement to an application B) Requesting a workaround for an issue C) Requesting investigation of a degraded service D) Requesting information about how to create a document 19 / 40 19. When should a full risk assessment and authorization be carried out for a standard change? A) When an emergency change is requested B) Each time the standard change is implemented C) When the procedure for the standard change is created D) At least once a year 20 / 40 20. 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 be based on the service providers view of the service D) It should relate to simple operational metrics 21 / 40 21. 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 22 / 40 22. Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests? A) Service desk B) IT asset management C) Change control D) Service request management 23 / 40 23. What is defined as a cause, or potential cause, of one or more incidents? A) Known error B) Change C) Problem D) Event 24 / 40 24. 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 work in close collaboration with 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 25 / 40 25. 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) elements D) values 26 / 40 26. Which statement about a continual improvement register is CORRECT? A) It should be managed at the senior level of the organization B) It should be re-prioritized as ideas are documented C) There should only be one for the whole organization D) It should be used to capture user demand 27 / 40 27. 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 28 / 40 28. Which TWO statements about an organizations culture are CORRECT? (Choose two.) A) It is determined by the type of technology used to support services B) It is created from shared values based on how it carries out its work C) It should be based on the culture of prospective suppliers D) It should be based on the objectives of the organization 29 / 40 29. What helps diagnose and resolve a simple incident? A) The use of scripts B) Rapid escalation C) Formation of a temporary team D) Problem prioritization 30 / 40 30. When should the effectiveness of a problem workaround be assessed? A) Whenever the problem is prioritized B) Whenever the workaround becomes a known error C) Whenever the problem is resolved D) Whenever the workaround is used 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) Service configuration management D) Change control 32 / 40 32. 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 33 / 40 33. What are the ITIL guiding principles used for? A) To ensure that an organizations performance continually meets stakeholders expectations B) To identify activities that an organization must perform in order to deliver a valuable service C) To help an organization make good decisions D) To direct and control an organization 34 / 40 34. Which guiding principle recommends eliminating activities that do not contribute to the creation of value? A) Keep it simple and practical B) Optimize and automate C) Start where you are D) Collaborate and promote visibility 35 / 40 35. Which dimension considers how knowledge assets should be protected? A) Organizations and people B) Partners and suppliers C) Information and technology D) Value streams and processes 36 / 40 36. 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) An IT asset B) Service management C) Continual improvement D) A service 37 / 40 37. 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 38 / 40 38. What is the purpose of the deployment management practice? A) To make new or changed services available for use B) To ensure services achieve agreed and expected performance C) To set clear business-based targets for service performance D) To move new or changed components to live environments 39 / 40 39. Which is included in the purpose of the design and transition value chain activity? A) Continually meeting stakeholder expectations for costs B) Providing transparency and good stakeholder relationships C) Ensuring that service components are available when needed D) Supporting services according to specifications 40 / 40 40. 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 Your score is LinkedIn Facebook Twitter VKontakte Restart quiz
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