Last Updated on November 27, 2021 by Admin 2

ITILFND : ITIL 4 Foundation : Part 01

  1. Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

    • Progress iteratively with feedback
    • Keep is simple and practical
    • Start where you are
    • Focus on value
  2. Which practice has a purpose that includes ensuring that risks have been properly assessed?

    • Service configuration management
    • Problem management
    • Service level management
    • Change control
  3. When should a full risk assessment and authorization be carried out for a standard change?

    • Each time the standard change is implemented
    • When the procedure for the standard change is created
    • At least once a year
    • When an emergency change is requested
  4. Which statement about emergency changes is CORRECT?

    • The testing of emergency can be eliminated in order to implement the change quickly
    • The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly
    • Emergency changes should be authorized and implemented as service requests
    • Emergency changes must be fully documented before authorization and implementation
  5. Which practice coordinates the classification, ownership and communication of service requests and incidents?

    • Supplier management
    • Service desk
    • Problem management
    • Relationship management
  6. What is warranty?

    • Assurance that a product or service will meet agreed requirements
    • The amount of money spent on a specific activity or resource
    • The functionality offered by a product or service to meet a particular need
    • The perceived benefits, usefulness and importance of something
  7. Which is part of service provision?

    • The management of resources configured to deliver the service
    • The management of resources needed to consume the service
    • The grouping of one or more services based on one or more products
    • The joint activities performed to ensure continual value co-creation
  8. Which statement about a ‘continual improvement register’ is CORRECT?

    • It should be managed at the senior level of the organization
    • It should be used to capture user demand
    • There should only be one for the whole organization
    • It should be re-prioritized as ideas are documented
  9. What are ’engage’, ‘plan’ and ‘improve’ examples of?

    • Service value chain activities
    • Service level management
    • Service value chain inputs
    • Change control
  10. Which statement about outcomes is CORRECT?

    • An outcome can be enabled by more than one output
    • Outcomes are how the service performs
    • An output can be enabled by one or more outcomes
    • An outcome is a tangible or intangible activity
  11. Which statement about service desks is CORRECT?

    • The service desk should work in close collaboration with support and development teams
    • The service desk should rely on self-service portals instead of escalation to support teams
    • The service desk should remain isolated from technical support teams
    • The service desk should escalate all technical issues to support and development teams
  12. Which practice updates information relating to symptoms and business impact?

    • Service level management
    • Change control
    • Service request management
    • Incident management
  13. Which is included in the purpose of the ‘design and transition’ value chain activity?

    • Ensuring that service components are available when needed
    • Providing transparency and good stakeholder relationships
    • Supporting services according to specifications
    • Continually meeting stakeholder expectations for costs
  14. Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?

    • Change control
    • IT asset management
    • Service desk
    • Service request management
  15. Which is NOT a component of the service value system?

    • The guiding principles
    • Governance
    • Practices
    • The four dimensions of service management
  16. Which statement about the steps to fulfill a service request is CORRECT?

    • They should be complex and detailed
    • They should be well-known and proven
    • They should include incident handling
    • They should be brief and simple
  17. What is defined as a cause, or potential cause, of one or more incidents?

    • Change
    • Event
    • Known error
    • Problem
  18. Which guiding principle recommends eliminating activities that do not contribute to the creation of value?

    • Start where you are
    • Collaborate and promote visibility
    • Keep it simple and practical
    • Optimize and automate
  19. When should the effectiveness of a problem workaround be assessed?

    • Whenever the workaround is used
    • Whenever the problem is resolved
    • Whenever the workaround becomes a known error
    • Whenever the problem is prioritized
  20. Identify the missing word in the following sentence.

    A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].

    • assets
    • values
    • elements
    • services