ITIL® 4 Foundation Practice Exam 3 | ITIL Foundation Practice Exam, ITIL Practice Exam, Foundation Exam ITIL
ITIL® 4 Foundation Practice Exam 3 | ITIL Foundation Practice Exam, ITIL Practice Exam, Foundation Exam ITIL
Question
1 of 40
What should be included in every service level
agreement (SLA)?
·
metrics for system response time
·
number of emails sent per hour
·
clearly defined service outcomes -
·
detailed metrics to capture availability of the system
Question
2 of 40
What is the purpose of the 'incident
management' practice?
- It ensures that all an organization's projects are
successfully delivered.
- It supports the agreed quality of a service by handling
all pre-defined, user-initiated service requests in an effective and
user-friendly manner.
- It minimizes the negative impact of incidents by
restoring normal service operation as quickly as possible. -
- It ensures that services deliver agreed levels of
availability or that change can be assessed.
Question
3 of 40
What is a key focus of the
'organization and people' dimension?
- contracts and agreements
- security and compliance
·
roles
and responsibilities -
- activities that transform inputs into outputs
Question 4 of 40
John
is currently working to create a new service that would allow a customer to
purchase a digital product online and have it delivered to the user's inbox.
John is responsible for the payment portion of this service, but Sally is
responsible for the digital product fulfillment portion of the service. Which
of the following should John do in order to follow the principle of 'think and
work holistically'?
·
John should wait until Sally's portion is complete
before beginning his to ensure they work together properly.
- John should optimize his code to ensure it runs
efficiently.
- John should tell Sally to wait until his portion is
done before starting hers to ensure compatibility.
·
John
should meet with Sally to determine how the digital product fulfillment will
occur.-
Question
5 of 40
What is a normal change?
- a change that is routine in nature, is fully
documented, and the risks are well understood.
- a change that doesn't need risk assessment because the
procedure has been pre-authorized
- a change that doesn't need risk assessment because it is
required to resolve an incident
- a change that needs to be assessed, authorized, and
scheduled by a change authority-
Question
6 of 40
Which ITIL concept describes the service value
chain?
·
Practices
·
Service Value System-
·
Seven guiding principles
·
Four dimensions of service management.
Question
7 of 40
What is NOT a phase in problem management?
·
Problem control
·
Error Control
·
Problem
identification
·
Problem
classification-
ITIL® 4 Foundation Practice Exam 3 | ITIL Foundation Practice Exam, ITIL Practice Exam, Foundation Exam ITIL
Question
8 of 40
How can you ensure that incidents with the highest
business impact are resolved first?
·
Implement incident classification.-
·
Utilize self-help tools.
·
Use automation.
·
Utilize problem management.
Question
9 of 40
How does 'service level management' contribute to
the 'plan' value chain activity?
·
collects feedback during interactions and communicates
service performance objectives to the operations and support teams.
·
Provides information about the actual service performance and
trends-
·
collects and processes feedback from customers and
users.
·
uses
feedback from users about the service and requirements from customers to make
the service better
Question
10 of 40
Which step of the continual improvement model states
that "each improvement initiative should support the organization's goals
and objectives"?
·
How do we get there.
·
What
is the vision-
·
Where do we want to be
·
Where are we now
Question
11 of 40
What is the best description of outputs?
·
configuration of an organization’s resources
·
results for a stakeholder
·
functionality offered by a product or service
·
tangible
or intangible deliverables-
Question
12 of 40
What is a service level agreement used for?
·
to measure the performance of the service availability
·
to measure the performance of the service capability
·
to measure the performance of the service from the
service provider's point of view
·
to
measure the performance of services from a customer's point of view-
Question
13 of 40
Service requests and their fulfillment should be _____ and
automated to the greatest degree possible.
·
uniquely handled
·
standardized-
·
creatively solved
·
ignored
Question
14 of 40
When working within the 'what is the vision' step of
the continual improvement model, what must you ensure to occur?
·
the
high-level direction of the initiative has been understood-
·
the current processes being used
·
what metrics you will use to measure success
·
the detailed steps of how to achieve your objectives
Question
15 of 40
If a problem cannot be resolved quickly, you might
wish to document and implement a temporary solution to reduce the impact of the
problem. What is this known as?
·
incident
·
known error
·
solution
·
workaround
Question
16 of 40
Which describes the nature of the guiding
principles?
·
A guiding principle is a recommendation used as guidance
in all circumstances.-
·
A guiding principle is mandatory and must be used when
adopting a new service within the organization.
·
An organization must implement the guiding principles
exactly as defined by the ITIL 4 Foundation manual.
·
A guiding principle is specific and only applies to one
initiative within the organization.
Question
17 of 40
What is the definition of a service?
·
a method for visualizing work, identifying potential
blockages and resource conflicts, and managing work in progress.
·
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.-
·
the means by which an organization is directed and
controlled
·
a set of specialized organizational capabilities for
enabling value to customers
Question
18 of 40
What term best describes a person, or a group of
people, that has its own functions with responsibilities, authorities, and
relationships to achieve its objectives?
·
Customer
·
Organization-
- consumer
- service provider
Question
19 of 40
What is NOT a key focus of the ‘partners and
suppliers’ dimension?
·
contracts and agreements
·
roles and responsibilities
·
security and compliance
·
workflow
management and inventory systems-
Question
20 of 40
What is defined as the practice of ensuring that
accurate and reliable information about the configuration of services, and the
configuration items that support them, is available when and where needed?
·
Service configuration management-
·
change control
·
service level management
·
IT asset management
Question
21 of 40
Suppose the company Dion Training decides to offer
two membership levels for their training programs. The first membership level
includes all of their video courses, practice exams, and study guides for a
single monthly fee. This plan does not provide the students with the actual
exam voucher to take the certification exams, though. What term best describes
this multi-level membership service?
·
a value
·
an output
·
A service offering
·
an
outcome
Question
22 of 40
Which guiding principle is most affected by the
customer experience (CX)?
·
think and work holistically
·
focus on value-
·
progress
iteratively with feedback
·
start
where you are
Question
23 of 40
Dion Training Solutions has decided to create an
online course for the ITIL 4 Foundation exam. The company develops their
curriculum and then invites 50 students to participate in live training to
determine if the training was effective. During the training, some students
didn't understand the concept of the service value chain, so the instructor
rewrites this portion of the curriculum. Which guiding principle is being
demonstrated by this approach to curriculum development?
·
Optimize and automate
·
Collaborate and promote visibility
·
Progress iteratively with feedback-
·
Focus
on value
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Question
24 of 40
Which is lead recommendation for the ‘service desk’
practice?
·
Service desks should be highly technical functions.
·
Service desks should have a practical understanding of the business
practices across the organization.-
- Service desks should always use a virtual service desk.
- Service desks should never use technologies such as SMS
and chat functions.
Question
25 of 40
Utility is the _____ offered by a product or
service to meet a particular need.
·
assurance
·
outcome
·
functionality
·
promise
Question
26 of 40
An event is any change of state that has
significance for the management of _____ or other configuration
items.
·
Output
·
Service-
·
Product
·
Outcome
Question
27 of 40
Suppose the company Dion Training wants to build a
new service to automatically fulfill exam voucher orders for students.
Currently, exam vouchers are fulfilled manually by a staff member once the
order is received from the student by copying and pasting the voucher number
from a spreadsheet into an email template and sending out the email to the
students. Before attempting to automate this fulfillment process, the team lead
takes an inventory of the current services, processes, and procedures that are
being used by the voucher fulfillment team to see if they can be reused. What
guiding principle best describes this scenario?
·
Focus on value
·
Attempted incorrect option
·
Keep
it simple and practical
·
Correct answer
·
Start
where you are-
·
Collaborate
and promote visibility
Question
28 of 40
What operating model outlines the key activities
required to respond to demand and facilitate value realization through the
creation and management of products and services?
·
Continual improvement
·
Service
value chain-
- Guiding principles
- Practices
Question
29 of 40
Suppose your company's external router has just
malfunctioned and needs to be replaced. The entire organization's connection to
the wide area network will remain offline until this router is replaced. Which
type of change should be initiated?
·
Emergency-
·
Normal
·
Routine
·
Standard
Question
30 of 40
What is the purpose of the 'information security
management' practice?
·
It protects an organization by understanding and
managing risks to the confidentiality, integrity, and availability of
information.-
·
It ensures that services achieve agreed and expected
performance levels, satisfying current and future demand in a cost-effective
way.
·
It ensures that services deliver agreed levels of
availability or that change can be assessed.
·
It allows systematic observation of services and service
components, recording and reporting selected changes of state when identified
as events.
Question
31 of 40
The _____ is the practice of capturing demand for
incident resolution and service requests.
·
incident management
·
service request management
·
service level management
·
Service Desk-
Question
32 of 40
Which incidents should be logged?
·
Every incident-
·
any incident that occurs more than once
·
only incidents that are not solved using self-help tools
·
only incidents that cannot be immediately resolved
Question
33 of 40
What should a change schedule NOT be used for?
·
planning changes
·
assigning resources
·
avoiding conflicts
·
developing features-
Question
34 of 40
Suppose you are working to design a new service for
internal use across your organization. As part of your design efforts, you form
a small team with relevant stakeholders from the human resources, information
technology, sales, and other relevant departments to ensure the service
adequately meets each department's needs and hope this results in great
acceptance of the service when delivered. Which guiding principle best
describes this scenario?
·
Keep it simple and practical
·
Focus on value
·
Collaborate and promote visibility-
·
Start
where you are
Question 35 of 40
What is the purpose of the 'monitoring
and event management' practice?
o It supports the agreed quality of a service by
handling all pre-defined, user-initiated service requests in an effective and
user-friendly manner.
o It minimizes the negative impact of incidents by
restoring normal service operation as quickly as possible.
o It allows systematic observation of
services and service components, recording and reporting selected changes of
state when identified as events.-
o It ensures that all an
organization's projects are successfully delivered.
Question
36 of 40
How does 'service request management' contribute to
the 'improve' value chain activity?
·
It collects user-specific requirements,
sets expectations, and provides status updates.
·
It analyzes data to identify opportunities to provide
new service request options.-
·
It ensures that users continue to be productive when
they need assistance from the service provider.
·
It acquires pre-approved service components to help
fulfill service requests.
Question
37 of 40
Which value chain activity includes portfolio
decisions for design and transition?
·
Plan-
·
Improve
·
Engage
·
Deliver and support
Question
38 of 40
Bridgett is leading an improvement
initiative within your company. She has been told that the company wants to
have the highest customer satisfaction in the industry. Currently, the company
has a customer satisfaction rating of 92% but the industry leader has an
average of 94%. Bridgett decides that the company should set their goal of
obtaining a 96% customer satisfaction score within the next 12 months. What
step of the continual improvement model is Bridgett currently in?
- How do we get there
- Where do we want to be-
- Where are we now
- What is vision
Question
39 of 40
Suppose your smartphone isn't working properly. You
call the toll-free number for your service provider's support center. Which
practice would you reach that serves as the entry point for all contact between
the service provider and its users?
·
incident management
·
problem management
·
Service Desk-
·
service request management
Question
40 of 40
What practice ensures that risks are properly
assessed, changes are authorized to proceed, and a change schedule maximizes
the number of successful IT changes?
·
Change control-
·
service level management
·
IT asset management
·
service configuration management
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