Last Updated on November 27, 2021 by Admin 2
ITILFND : ITIL 4 Foundation : Part 09
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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
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Which is an external input to the service value chain?
- The ‘improve’ value chain activity
- An overall plan
- Customer requirements
- Feedback loops
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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
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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
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Which value chain activity ensures that service components meet agreed specifications?
- Plan
- Design and transition
- Obtain/build
- Deliver and support
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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
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What includes governance as a component?
- Practices
- The service value chain
- The service value system
- The guiding principles
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Which practice needs people who understand complex systems and have creative and analytical skills?
- Change enablement
- Service level management
- Service request management
- Problem management
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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)
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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
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What are typically recognized through notifications created by an IT service, CI or monitoring tool?
- Incidents
- Problems
- Events
- Requests
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Which dimension considers data security and privacy?
- Organizations and people
- Information and technology
- Partners and suppliers
- Value streams and processes
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Which term relates to service levels aligned with the needs of service consumers?
- Service management
- Warranty
- Cost
- Utility
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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
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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
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Which practice forms a link between the service provider and the users of services?
- Change enablement
- Service level management
- Problem management
- Service desk
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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
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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
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Which guiding principle considers customer and user experience?
- Collaborate and promote visibility
- Focus on value
- Start where you are
- Keep it simple and practical
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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