ITIL v4 Foundation Exam – Practice Quiz Amit S January 9, 2021 No Comments Welcome to your ITIL v4 Foundation Exam - Practice Quiz Which practice is responsble for moving the specific functionality to production server?Release ManagementDeployment ManagementService ManagementChange Control Management Which practice includes classification and ownership of queries and request from user?Project ManagementService Desk ManagementIncident ManagementService Level Management What is primary use of change Schedule?To magnage emergency changeTo support incident managementTo plan changes and help avoid conflictsTo manage standard changes Which value stream will focus on activities and its coordination?Information and TechnologyOrganization and peopleValue Streams and ProcessesPartners and suppliers How does categorization of incidents assist the 'incident management' practice?It helps direct the incident to the correct support areaIt determines the priority assigned to the incidentIt determines how the service provider is perceivedIt ensures that incidents are resolved in timescales agreed with the customer Which practice identifies metrics that reflect the customer's experience of a service?Service level managementContinual improvementService DeskProblem management What is definition of warrenty?A tangible or intangible deliverable that is produced by carrying out an activityThe assurance that a product or service will meet agreed requirementsA possible event that could cause harm or loss, or make it more difficult to achieve objectivesThe functionality offered by a product or service to meet a particular need A service provider describes a package that includes a laptop with software, licences, and support. What is this package an example of?ValueSoftwaresService OfferingAn outcome What should be done first when applying the 'focus on value' guiding principle?Identify the outcomes that the service facilitatesIdentify all suppliers and partners involved in the serviceDetermine who the service consumer is in each situationDetermine the cost of providing the service Which is a key consideration for the guiding principle 'keep it simple and practical'?Ignore the conflicting objectives of different stakeholdersUnderstand how each element contributes to value creationTry to create a solution for every exceptionStart with a complex solution, then simplify Which practice typically involves the implementation of problem resolution?Continual improvementService level managementIncident managementChange control management Which is not key focus area of information and technology dimension?Security and complianceCommunication system and knowledge basesworkflow management and inventory systemRoles and Responsibilities Which describes outcome?Tangible and intangible deliverablesFunctionality offered by product or serviceResults desired by stakeholdersConfiguration of organization resources What is output?Something created by carrying out an activityA possible event that could cause harm or lossA change of state that has significance for the management of a configuration itemA result for a stakeholder What is the definition of change?To ensure that accurate and reliable information about the configuration of services is availableTo add, modify or remove anything that could have a direct or indirect effect on servicesTo make new and changed services and features available for useTo move new or changed hardware, software, or any other component to live environments What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?The problem record is deletedThe problem remains in the known error statuschange request is submitted to change controlProblem management restores the service as soon as possible What is a standard change?A change that is assessed, authorized, and scheduled as part of 'continual improvement'change that is well understood, fully documented and pre-authorizedA change that doesn't need a risk assessment because it is required to resolve an incidentA change that needs to be assessed, authorized, and scheduled by a change authority Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?Collaborate and promote visibilityStart where you areFocus on valueProgress iteratively with feedback Which is a recommendation of the 'service desk' practice?Service desks should be highly technicalService desks should be a physical team in a single fixed locationService desks should avoid the use of automationService desks should understand the wider organization Which ITIL concept describes governance?Service management principlesService value systemService value changeGuiding principles How should an organization adopt continual improvement methods?Select a few key methods for the types of improvement that the organization handlesBuild the capability to use as many improvement methods as possibleSelect a single method for all improvements that the organization handlesUse a new method for each improvement the organization handles What is purpose of Service Desk practice?To capture demand for incident resolution and service requestsTo set clear business-based targets for service performanceTo reduce the likelihood and impact of incidents by identifying actual and potential causes of incidentsTo maximize the number of successful IT changes by ensuring risks are properly assessed What are the two types of cost that a service consumer should evaluate?The cost of software, and the cost of hardwareResource management costThe costs removed by the service, and the costs imposed by the serviceThe cost of provisioning the service, and the cost of improving the service What is purpose statement of supplier Management?to maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed and managing a change schedule.to ensure that the Organization’s suppliers and their performance are managed appropriately to support the provision of seamless, quality product and services.ability of an IT service or other configuration item to perform its agreed function when required.To move new or changed hardware, software, documentation, processes or any other component to live environments. It may also involve in deploying components to other environments for testing and staging. Which statement about the value chain activities is CORRECT?Every practice belongs to a specific value chain activityEach value chain activity contributes to the value chain by transforming specific inputs into outputsService value chain activities form a single workflow that enables value creationA specific combination of value chain activities and practices forms a service relationship Which value chain activity ensures people understand the organization's vision?improvePlanDeliver and supportObtain/build Which practice has purpose of making new and changed services and features available to use?Change control managementService continuity managementDeployment ManagementRelease Management Which statement about a change authority is CORRECT?Normal changes are pre-authorized and do not need a change authorityEmergency changes can be implemented without authorization from a change authorityA single change authority should be assigned to authorize all types of change and change modelsA change authority should be assigned for each type of change and change model Which describes the nature of the guiding principles?Guiding principles can guide an organization in all circumstancesGuiding principles describe the processes that all organizations must adoptAn organization will select and adopt only one of the seven guiding principlesEach guiding principle mandates specific actions and decisions Which is not included as part of Incident Management?Formalized procedures for logging incidentsScripts for collecting initial information about incidentsThe use of specialized knowledge for complicated incidentsDetailed procedures for the diagnosis of incidents Which guiding principle recommends collecting data before deciding what can be re-used?Keep it simple and practicleFocus on valueProgress iteratively with feedbackStart where you are Identify missing word from sentence : The purpose of Information security management is to ??? organization informationProtectstoreauditprovide Which practice is responsibility of everyone in organization?Service level agreementService managementIncident ManagementContinual Improvement Which would be supported by the 'service request management' practice?A request from a user for something which is a normal part of service deliveryA request to restore service after a service interruptionA request to authorize a change that could have an effect on a serviceA request to investigate the cause of multiple related incidents Which guiding principle recommends four dimensions of service management are consideredThink and work holisticallyKeep it simple and practicalfocus on valueprogress iteratively with feedback Which practice provides single point of contact for users?Incident ManagementChange Control ManagementService deskService Request Management Which role submits service request?The supplier, or their authorized representativeThe customer, or their authorized representativeThe user, or their authorized representativeThe sponsor, or their authorized representative Which is a potential benefit of using an IT service management tool to support the 'incident management' practice?It may ensure that supplier contracts are aligned with the needs of the service providerIt may provide automated resolution and closure of complex incidentsIt may provide automated matching of incidents to problems or known errorsIt may ensure that the cause of incidents is identified within agreed times Which is a key consideration for the guiding principle 'keep it simple and practical'?Ignore the conflicting objectives of different stakeholdersUnderstand how each element contributes to value creationTry to create a solution for every exceptionStart with a complex solution, then simplify Why should incidents be prioritized?To identify which support team the incident should be escalated toTo help automated matching of incidents to problems or known errorsTo ensure that incidents with the highest business impact are resolved firstTo encourage a high level of collaboration within and between teams Time is Up!