Last Updated on November 27, 2021 by Admin 2

ITILFND : ITIL 4 Foundation : Part 09

  1. What actions does a service desk take for all issues, queries and requests that are reported to them?

    • Schedule, assess, authorize
    • Diagnose, investigate, resolve
    • Initiate, approve, fulfill
    • Acknowledge, classify, own
  2. Which is an external input to the service value chain?

    • The ‘improve’ value chain activity
    • An overall plan
    • Customer requirements
    • Feedback loops
  3. Which is included in the purpose of the ‘service level management’ practice?

    • To maximize the number of successful service and product changes
    • To ensure accurate information about the configuration of services is available
    • To set clear business-based targets for service levels
    • To ensure that suppliers and their performance are managed appropriately
  4. Which usually requires a team of representatives from many stakeholder groups?

    • Fulfilling a service request
    • Authorizing an emergency change
    • Logging a new problem
    • Investigating a major incident
  5. Which value chain activity ensures that service components meet agreed specifications?

    • Plan
    • Design and transition
    • Obtain/build
    • Deliver and support
  6. Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?

    • Supplier management
    • Change enablement
    • Relationship management
    • Service desk
  7. What includes governance as a component?

    • Practices
    • The service value chain
    • The service value system
    • The guiding principles
  8. Which practice needs people who understand complex systems and have creative and analytical skills?

    • Change enablement
    • Service level management
    • Service request management
    • Problem management
  9. What is the definition of a known error?

    • An unplanned interruption to a service, or reduction in the quality of a service
    • A cause, or potential cause, of one or more incidents
    • A problem that has been analyzed and has not been resolved
    • Any change of state that has significance for the management of a service or other configuration item (CI)
  10. Which will NOT be handled as a service request?

    • The degradation of a service
    • The replacement of a toner cartridge
    • The provision of a laptop
    • A complaint about a support team
  11. What are typically recognized through notifications created by an IT service, CI or monitoring tool?

    • Incidents
    • Problems
    • Events
    • Requests
  12. Which dimension considers data security and privacy?

    • Organizations and people
    • Information and technology
    • Partners and suppliers
    • Value streams and processes
  13. Which term relates to service levels aligned with the needs of service consumers?

    • Service management
    • Warranty
    • Cost
    • Utility
  14. Which directly assists with the diagnosis and resolution of simple incidents?

    • Scripts for collecting user information
    • Use of shift working patterns
    • Fulfillment of service requests
    • Creation of a temporary team
  15. Which approach is CORRECT when applying the guiding principle ‘keep it simple and practical’?

    • Only add controls and metrics when they are needed
    • Design controls and metrics first, then remove those not adding value
    • Design controls and metrics and add them individually until all are implemented
    • Only add controls and metrics that are required for compliance
  16. Which practice forms a link between the service provider and the users of services?

    • Change enablement
    • Service level management
    • Problem management
    • Service desk
  17. Which is a purpose of release management?

    • To protect the organization’s information
    • To handle user-initiated service requests
    • To make new and changed services available for use
    • To move hardware and software to live environments
  18. What is recommended by the guiding principle ‘progress iteratively with feedback’?

    • A current state assessment that is carried out at the start of an improvement initiative
    • The identification of all interested parts at the start of an improvement initiative
    • An improvement initiative that is broken into a number of manageable sections
    • An assessment of how all the parts of an organization will affect an improvement initiative
  19. Which guiding principle considers customer and user experience?

    • Collaborate and promote visibility
    • Focus on value
    • Start where you are
    • Keep it simple and practical
  20. Which statement about the ‘change enablement’ practice is CORRECT?

    • Service requests are usually normal changes that can be implemented quickly without authorization
    • Emergency changes are changes that must be fully tested and fully documented prior to implementation
    • Standard changes are changes that need to be scheduled, assessed and authorized following a standard process
    • Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited