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

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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