ITIL4 Foundation Exam Practice 2 -hidden

Results

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#1. What is the effect of increased automation on the ‘service desk’ practice?

Greater ability to focus on customer experience

Decrease in self-service incident logging

Increased ability to focus on fixing technology

Elimination of the need to escalate incidents

#2. Which term describes the functionality offered by a service?

Cost

Utility

Warranty

Risk

#3. Which is the purpose of the ‘monitoring and event management’ practice?

Ensure configuration information is available

Systematically observe services and record changes of state

Protect the information needed by the organization

Minimize negative impact by restoring service quickly

#4. What should all ‘continual improvement’ decisions be based on?

Details of how services are measured

Accurate and carefully analyzed data

An up-to-date balanced scorecard

A recent maturity assessment

#5. How do all value chain activities transform inputs to outputs?

By determining service demand

By using a combination of practices

By using a single functional team

By implementing process automation

#6. How does customer engagement contribute to ‘service level management’? (1. Captures metric info; 4. Supports progress discussions)

1 and 2

2 and 3

3 and 4

1 and 4

#7. What is the starting point for optimization?

Securing stakeholder engagement

Understanding the vision and objectives

Determining where most positive impact would be

Standardizing practices and services

#8. The purpose of the [?] is to ensure the organization continually co-creates value with all stakeholders.

Focus on value guiding principle

Four dimensions of service management

Service value system

Service request management practice

#9. Which practice provides support for managing feedback, compliments and complaints?

Change enablement

Service request management

Problem management

Incident management

#10. Which joint activity by provider and consumer ensures continual value co-creation?

Service provision

Service consumption

Service offering

Service relationship management

#11. Which practice may involve the initiation of disaster recovery?

Incident management

Service request management

Service level management

IT asset management

#12. What type of change is MOST likely to be managed by ‘service request management’?

A normal change

An emergency change

A standard change

An application change

#13. Which principle emphasizes understanding flow of work, identifying bottlenecks, and uncovering waste?

Focus on value

Collaborate and promote visibility

Think and work holistically

Keep it simple and practical

#14. What is a means of enabling value co-creation by facilitating outcomes customers want to achieve?

A service

An output

A practice

Continual improvement

#15. Which statement about change authorization is CORRECT?

Assign authority to each type and model

Centralizing to a single person is most effective

Normal change authorization should be expedited

Standard changes are high risk

#16. Which dimension considers governance, management, and communication?

Organizations and people

Information and technology

Partners and suppliers

Value streams and processes

#17. A known error is a problem that has been [?] and has not been resolved.

Logged

Analyzed

Escalated

Closed

#18. Which statement about known errors and problems is CORRECT?

Known error is the status after analysis

A known error is the cause of problems

Known errors cause vulnerabilities

Known errors are managed by technical staff

#19. What does the ‘service request management’ practice depend on for maximum efficiency?

Compliments and complaints

Self-service tools

Processes and procedures

Incident management

#20. Which statement about the ‘service desk’ practice is CORRECT?

Provides link at strategic levels

Carries out change assessment

Investigates cause of incidents

Needs practical understanding of business processes

#21. Which practice ensures accurate info is available about configuration items and relationships?

Service configuration management

Service desk

IT asset management

Monitoring and event management

#22. Which practice includes the purpose of restoring normal service operation as quickly as possible?

Supplier management

Deployment management

Problem management

Incident management

#23. A customer defines requirements and takes responsibility for the [?] of service consumption.

Outputs

Outcomes

Costs

Risks

#24. Which principle describes doing something instead of spending a long time analyzing options?

Optimize and automate

Start where you are

Focus on value

Progress iteratively with feedback

#25. What should be done for every problem?

Diagnosed to identify possible solutions

Prioritized based on impact and probability

Resolved so that it can be closed

Have a workaround to reduce impact

#26. How should an organization include third-party suppliers in continual improvement?

Ensure suppliers include improvement approach in contracts

Require evidence of agile methods

Require evidence of project management practices

Ensure all supplier problem activities result in improvements

#27. What considerations influence the supplier strategy of an organization?

Contracts and agreements

Type of cooperation with suppliers

Corporate culture of the organization

Level of formality

#28. What is a problem?

An addition or modification affecting services

Any change of state significant for management

A cause or potential cause of one or more incidents

An unplanned reduction in service quality

#29. What is the purpose of the ‘relationship management’ practice?

Align practices with changing business needs

Nurture links between organization and stakeholders

Reduce likelihood and impact of incidents

Minimize negative impact by restoring service quickly

#30. Which is intended to help an organization adopt and adapt ITIL guidance?

The four dimensions of service management

The guiding principles

The service value chain

Practices

#31. What is an output?

A change of state significant for management

A possible event causing harm

A result for a stakeholder

Something created by carrying out an activity

#32. What is the reason for using a balanced bundle of service metrics?

Reduces number of metrics collected

Reports each service element separately

Provides an outcome-based view of services

Facilitates automatic collection of metrics

#33. Why should incidents be prioritized?

Help automated matching to problems

Identify which support team to escalate to

Ensure highest business impact resolved first

Encourage high level of collaboration

#34. Which practice has a purpose including maximizing value, controlling costs and managing risks?

Relationship management

IT asset management

Release management

Service desk

#35. Why should service desk staff detect recurring issues?

To help identify problems

To escalate incidents to the correct team

To ensure effective handling of service requests

To engage the correct change authority

#36. Which value chain activity communicates status of all four dimensions?

Improve

Engage

Obtain/build

Plan

#37. Which guiding principle is PRIMARILY concerned with consumer’s revenue and growth?

Keep it simple and practical

Optimize and automate

Progress iteratively with feedback

Focus on value

#38. Which practice captures and reports on service performance?

Service desk

Service level management

Service request management

Service configuration management

#39. Which is the BEST example of an emergency change?

Implementation of planned new release

Low-risk computer upgrade as service request

Implementation of security patch to critical software

Scheduled major hardware implementation

#40. Which principle recommends assessing the current state and deciding what can be reused?

Focus on value

Start where you are

Collaborate and promote visibility

Progress iteratively with feedback

Finish

ITIL4 Foundation Exam 2

Results

#1. What is the effect of increased automation on the ‘service desk’ practice?

#2. Which term describes the functionality offered by a service?

#3. Which is the purpose of the ‘monitoring and event management’ practice?

#4. What should all ‘continual improvement’ decisions be based on?

#5. How do all value chain activities transform inputs to outputs?

#6. How does customer engagement contribute to ‘service level management’? (1. Captures metric info; 4. Supports progress discussions)

#7. What is the starting point for optimization?

#8. The purpose of the [?] is to ensure the organization continually co-creates value with all stakeholders.

#9. Which practice provides support for managing feedback, compliments and complaints?

#10. Which joint activity by provider and consumer ensures continual value co-creation?

#11. Which practice may involve the initiation of disaster recovery?

#12. What type of change is MOST likely to be managed by ‘service request management’?

#13. Which principle emphasizes understanding flow of work, identifying bottlenecks, and uncovering waste?

#14. What is a means of enabling value co-creation by facilitating outcomes customers want to achieve?

#15. Which statement about change authorization is CORRECT?

#16. Which dimension considers governance, management, and communication?

#17. A known error is a problem that has been [?] and has not been resolved.

#18. Which statement about known errors and problems is CORRECT?

#19. What does the ‘service request management’ practice depend on for maximum efficiency?

#20. Which statement about the ‘service desk’ practice is CORRECT?

#21. Which practice ensures accurate info is available about configuration items and relationships?

#22. Which practice includes the purpose of restoring normal service operation as quickly as possible?

#23. A customer defines requirements and takes responsibility for the [?] of service consumption.

#24. Which principle describes doing something instead of spending a long time analyzing options?

#25. What should be done for every problem?

#26. How should an organization include third-party suppliers in continual improvement?

#27. What considerations influence the supplier strategy of an organization?

#28. What is a problem?

#29. What is the purpose of the ‘relationship management’ practice?

#30. Which is intended to help an organization adopt and adapt ITIL guidance?

#31. What is an output?

#32. What is the reason for using a balanced bundle of service metrics?

#33. Why should incidents be prioritized?

#34. Which practice has a purpose including maximizing value, controlling costs and managing risks?

#35. Why should service desk staff detect recurring issues?

#36. Which value chain activity communicates status of all four dimensions?

#37. Which guiding principle is PRIMARILY concerned with consumer’s revenue and growth?

#38. Which practice captures and reports on service performance?

#39. Which is the BEST example of an emergency change?

#40. Which principle recommends assessing the current state and deciding what can be reused?