ITIL Foundation final exam 1 0 12345678910111213141516171819202122232425262728293031323334353637383940 Created by aboozarkordi ITIL Foundation final exam 1 1 / 40 1. Which dimension considers how knowledge assets should be protected? A) Information and technology B) Value streams and processes C) Organizations and people D) Partners and suppliers 2 / 40 2. 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 3 / 40 3. What is a recommendation of the focus on value guiding principle? A) Focus on the value of new and significant projects first B) Focus on value for the service provider first C) Focus on value at every step of the improvement D) Make focus on value a responsibility of the management 4 / 40 4. Which is NOT a component of the service value system? A) The four dimensions of service management B) The guiding principles C) Governance D) Practices 5 / 40 5. Which statement about emergency changes is CORRECT? A) The testing of emergency can be eliminated in order to implement the change quickly B) Emergency changes must be fully documented before authorization and implementation C) Emergency changes should be authorized and implemented as service requests D) The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly 6 / 40 6. Which practice coordinates the classification, ownership and communication of service requests and incidents? A) Supplier management B) Service desk C) Relationship management D) Problem management 7 / 40 7. 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) An IT asset C) A service D) Service management 8 / 40 8. 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 9 / 40 9. When should a full risk assessment and authorization be carried out for a standard change? A) At least once a year B) When an emergency change is requested C) Each time the standard change is implemented D) When the procedure for the standard change is created 10 / 40 10. What is the purpose of the deployment management practice? A) To make new or changed services available for use B) To move new or changed components to live environments C) To ensure services achieve agreed and expected performance D) To set clear business-based targets for service performance 11 / 40 11. Which ITIL practice has a purpose that includes reducing the likelihood of incidents? A) Continual improvement B) Service desk C) Change control D) Problem management 12 / 40 12. 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 13 / 40 13. Which statement about outcomes is CORRECT? A) An outcome is a tangible or intangible activity B) Outcomes are how the service performs C) An outcome can be enabled by more than one output D) An output can be enabled by one or more outcomes 14 / 40 14. Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests? A) IT asset management B) Service request management C) Service desk D) Change control 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) services B) assets C) values D) elements 16 / 40 16. What helps diagnose and resolve a simple incident? A) Rapid escalation B) Formation of a temporary team C) Problem prioritization D) The use of scripts 17 / 40 17. 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) Feedback should only be taken into account when one iteration fails to meet its objective C) Each iteration should be designed before starting the initiative and implemented without feedback D) Each iteration should be continually re-evaluated based on feedback 18 / 40 18. 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 determined by the type of technology used to support services C) It is created from shared values based on how it carries out its work D) It should be based on the objectives of the organization 19 / 40 19. 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 20 / 40 20. Which statement about a continual improvement register is CORRECT? A) It should be re-prioritized as ideas are documented B) It should be managed at the senior level of the organization C) There should only be one for the whole organization D) It should be used to capture user demand 21 / 40 21. What are the MOST important skills required by service desk staff? A) Technical skills B) Incident analysis skills C) Problem resolution skills D) Supplier management skills 22 / 40 22. 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 23 / 40 23. Which is part of service provision? A) The management of resources configured to deliver the service B) The joint activities performed to ensure continual value co-creation C) The management of resources needed to consume the service D) The grouping of one or more services based on one or more products 24 / 40 24. 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 develop competencies in methodologies and techniques that will meet their needs D) An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis 25 / 40 25. 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) Start where you are D) Focus on value 26 / 40 26. Which guiding principle recommends standardizing and streamlining manual tasks? A) Focus on value B) Think and work holistically C) Collaborate and promote visibility D) Optimize and automate 27 / 40 27. How does a service consumer contribute to the reduction of disk? A) By paying for the service B) By managing staff availability C) By managing server hardware D) By communicating constraints 28 / 40 28. Which describes a set of defined steps for implementing improvements? A) The continual improvement model B) The engage value chain activity C) The continual improvement register D) The improve value chain activity 29 / 40 29. Which service level metrics are BEST for measuring user experience? A) Operational metrics B) Metrics for the percentage of uptime of a service C) Metrics linked to defined outcomes D) Single system-based metrics 30 / 40 30. 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 31 / 40 31. Which practice updates information relating to symptoms and business impact? A) Service request management B) Service level management C) Change control D) Incident management 32 / 40 32. 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) users C) value D) costs 33 / 40 33. 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 34 / 40 34. 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 35 / 40 35. What are engage, plan and improve examples of? A) Service value chain activities B) Service value chain inputs C) Service level management D) Change control 36 / 40 36. What is defined as a cause, or potential cause, of one or more incidents? A) Event B) Known error C) Problem D) Change 37 / 40 37. 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 direct and control an organization D) To ensure that an organizations performance continually meets stakeholders expectations 38 / 40 38. Which practice has a purpose that includes ensuring that risks have been properly assessed? A) Problem management B) Service configuration management C) Change control D) Service level management 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 the analysis of cost, risks and benefits justifies the change D) As soon as a solution for the problem has been identified 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 be well-known and proven C) They should be brief and simple D) They should include incident handling Your score is LinkedIn Facebook VKontakte Restart quiz aboozarkordi
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