Question 1

Which of these activities is carried out as part of 'problem management'?

Accepted Answer

A)   Creating incident records
B)   Diagnosing and resolving incidents
C)   Escalating incidents to a support team for resolution
D)   Trend analysis of incident records

Question 2

Which guiding principle is PRIMARILY concerned with end-to-end service delivery?

Accepted Answer

A)   Focus on value
B)   Think and work holistically
C)   Optimize and automate
D)   Collaborate and promote

Question 3

How should automation be implemented?

Accepted Answer

A)   By replacing human intervention wherever possible
B)   By replacing the existing tools first
C)   By initially concentrating on the most complex tasks
D)   By optimizing as much as possible first

Question 4

How does a service consumer contribute to the reduction of disk?

Accepted Answer

A)   By paying for the service
B)   By managing server hardware
C)   By communicating constraints
D)   By managing staff availability

Question 5

When should a full risk assessment and authorization be carried out for a standard change?

Accepted Answer

A)   Each time the standard change is implemented
B)   When the procedure for the standard change is created
C)   At least once a year
D)   When an emergency change is requested

Question 6

Which statement about the 'four Ps' of service design is CORRECT?

Accepted Answer

A)   Processes refers to skill and training
B)   Partners refers to suppliers and vendors
C)   People refers to technology and tools
D)   Products refers to producers and metrics

Question 7

Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?

Accepted Answer

A)   Service desk
B)   Service request management
C)   Service level management
D)   Service configuration management

Question 8

Which dimension includes a workflow management system?

Accepted Answer

A)   Organizations and people
B)   Partners and suppliers
C)   Information and technology
D)   Value streams and processes

Question 9

Which describes the utility of a service?

Accepted Answer

A)   A service that is fit for use
B)   A service that meets its service level targets
C)   A service that increases constraints on the consumer
D)   A service that supports the performance of the consumer

Question 10

Which statement about the 'incident management' practice is CORRECT ?

Accepted Answer

A)   It identifies the cause of major incidents.
B)   It authorizes changes to resolve incidents.
C)   It maintains detailed procedures for diagnosing incidents.
D)   It resolves the highest impact incidents first.

Question 11

Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?

Accepted Answer

A)   Service level management
B)   Service desk
C)   Continual improvement
D)   Change enablement

Question 12

Which two statements about the 'service request management' practice are CORRECT? 1. Service requests are part of normal service delivery
2)  Complaints can be handled as service requests
3)  Service requests result from a failure in service
4)  Normal changes should be handled as service requests

Accepted Answer

A)   1 and 2
B)   2 and 3
C)   3 and 4
D)   1 and 4

Question 13

Which practice has a purpose that includes ensuring that risks have been properly assessed?

Accepted Answer

A)   Service configuration management
B)   Problem management
C)   Service level management
D)   Change control

Question 14

Which practice provides users with a way to get various requests arranged, explained and coordinated?

Accepted Answer

A)   Service level management
B)   Relationship management
C)   Continual improvement
D)   Service desk

Question 15

Which statement about standard changes is CORRECT?

Accepted Answer

A)   A full assessment should be completed each time the change is implemented
B)   The change can be implemented with less testing if necessary
C)   The appropriate change authority should be assigned to each type of change
D)   The change does not require additional authorization

Question 16

What can be described as an operating model for the creating and management of products and services?

Accepted Answer

A)   Governance
B)   Service value chain
C)   Guiding principles
D)   Practices

Question 17

What is a change schedule PRIMARILY used for?

Accepted Answer

A)   To help plan, authorize and schedule emergency changes
B)   To publish a list of service requests that users can select
C)   To ensure that a single change authority reviews every change
D)   To help plan changes, assist in communication and avoid conflicts

Question 18

Which statement about the 'change enablement' practice is CORRECT ?

Accepted Answer

A)   Standard changes are those that need to be scheduled, assessed and authorized following a standard process
B)   Normal changes are triggered by the creation of a change request which can be created manually or automated
C)   Assessment and authorization of normal changes should be expedited to ensure they can be implemented quickly
D)   There should be a separate change authority for standard changes which includes senior managers who understand the risks involved

Question 19

Which is a purpose of the 'engage' value chain activity?

Accepted Answer

A)   Meeting expectations for quality, costs and time-to-market
B)   Providing transparency and good relationships
C)   Ensuring the continual improvement of services
D)   Ensuring that the organization's vision is understood

Question 20

What should be done to determine the appropriate metrics for measuring a new service?

Accepted Answer

A)   Measuring the performance over the first six months, and basing a solution on the results
B)   Asking customers to provide numerical targets that meet their needs
C)   Asking customers open questions to establish their requirements
D)   Using operational data to provide detailed service reports

Exam 3: ITIL 4 Foundation

Which is a purpose of the 'engage' value chain activity?

Correct AnswerverifiedShow Answer

Which practice has a purpose that includes ensuring that risks have been properly assessed?

Correct AnswerverifiedShow Answer

Which statement about standard changes is CORRECT?

Correct AnswerverifiedShow Answer

Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?

Correct AnswerverifiedShow Answer

Which describes the utility of a service?

Correct AnswerverifiedShow Answer

What is a change schedule PRIMARILY used for?

Correct AnswerverifiedShow Answer

Which guiding principle is PRIMARILY concerned with end-to-end service delivery?

Correct AnswerverifiedShow Answer

Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?

Correct AnswerverifiedShow Answer

When should a full risk assessment and authorization be carried out for a standard change?

Correct AnswerverifiedShow Answer

Which practice provides users with a way to get various requests arranged, explained and coordinated?

Correct AnswerverifiedShow Answer

Which statement about the 'four Ps' of service design is CORRECT?

Correct AnswerverifiedShow Answer

How does a service consumer contribute to the reduction of disk?

Correct AnswerverifiedShow Answer

Which of these activities is carried out as part of 'problem management'?

Correct AnswerverifiedShow Answer

Which two statements about the 'service request management' practice are CORRECT? 1. Service requests are part of normal service delivery 2) Complaints can be handled as service requests 3) Service requests result from a failure in service 4) Normal changes should be handled as service requests

Correct AnswerverifiedShow Answer

Which statement about the 'incident management' practice is CORRECT ?

Correct AnswerverifiedShow Answer

What should be done to determine the appropriate metrics for measuring a new service?

Correct AnswerverifiedShow Answer

Which statement about the 'change enablement' practice is CORRECT ?

Correct AnswerverifiedShow Answer

What can be described as an operating model for the creating and management of products and services?

Correct AnswerverifiedShow Answer

Which dimension includes a workflow management system?

Correct AnswerverifiedShow Answer

How should automation be implemented?

Correct AnswerverifiedShow Answer

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