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ITIL ITIL-4-Foundation Exam Syllabus Topics:
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NEW QUESTION 224
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 [?].
- A. values
- B. assets
- C. services
- D. elements
Answer: C
NEW QUESTION 225
What can be used to help determine the impact level of a problem?
- A. Statement of requirements (SOR)
- B. Configuration management system (CMS)
- C. Definitive media library (DML)
- D. Standard operating procedures (SOP)
Answer: B
NEW QUESTION 226
When should a workaround be created?
- A. When a problem cannot be resolved quickly
- B. As soon as possible, once the incident is logged
- C. When a potential permanent solution has been identified
- D. After the resolution of a problem
Answer: A
NEW QUESTION 227
Which activity is part of the 'continual improvement' practice?
- A. Identifying and logging opportunities
- B. Populating and maintaining the asset register
- C. Providing a clear path for users to report issues, queries, and requests
- D. Delivering tactical and operational engagement with customers
Answer: A
NEW QUESTION 228
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
- A. Information security management
- B. Change control
- C. Monitoring and event management
- D. Incident management
Answer: C
NEW QUESTION 229
What is defined as any component that needs to be managed in order to deliver an IT service?
- A. A service request
- B. An incident
- C. A configuration item (CI)
- D. An IT asset
Answer: C
NEW QUESTION 230
Which is a key requirement for a successful service level agreement (SLA)?
- A. Using individual metrics that relate to the service catalogue
- B. Using bundled metrics to relate performance to outcomes
- C. Using an agreement between the service provider and service supplier
- D. Using single-system-based metrics that relate to outputs
Answer: B
NEW QUESTION 231
Which action is performed by a service provider?
- A. Receiving of the agreed goods
- B. Requesting required service actions
- C. Authorizing budget for service consumption
- D. Ensuring access to agreed resources
Answer: D
Explanation:
Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/it-service-management-concepts
NEW QUESTION 232
Which statement about the 'change enablement' practice is CORRECT?
- A. Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited
- B. Service requests are usually normal changes that can be implemented quickly without authorization
- C. Standard changes are changes that need to be scheduled, assessed and authorized following a standard process
- D. Emergency changes are changes that must be fully tested and fully documented prior to implementation
Answer: A
NEW QUESTION 233
When is the earliest that a workaround can be documented in 'problem management'?
- A. After the problem has been logged
- B. After the problem has been resolved
- C. After the problem has been prioritized
- D. After the problem has been analyzed
Answer: D
NEW QUESTION 234
Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
- A. Prioritization
- B. Escalation
- C. Detection
- D. Categorization
Answer: D
NEW QUESTION 235
What is warranty?
- A. The functionality offered by a product or service to meet a particular need
- B. The perceived benefits, usefulness and importance of something
- C. The amount of money spent on a specific activity or resource
- D. Assurance that a product or service will meet agreed requirements
Answer: D
NEW QUESTION 236
Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?
- A. Service request management
- B. Problem management
- C. Service level management
- D. Incident management
Answer: A
NEW QUESTION 237
Which practice provides a communications point for users to report operational issues, queries and requests?
- A. Service desk
- B. Continual improvement
- C. Relationship management
The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users. It provides a clear path for users to report issues, queries, and requests, and have them acknowledged, classified, owned, and actioned.
https://www.bmc.com/blogs/itil-service-desk/ - D. Incident management
Answer: A
NEW QUESTION 238
What MAIN factors are considered to assess the priority of an incident?
- A. The impact and complexity
- B. The urgency and impact
- C. The cost and urgency
- D. The complexity and cost
Answer: B
NEW QUESTION 239
Which ITIL guiding principle recommends using existing services, processes and tools when improving
services?
- A. Keep is simple and practical
- B. Progress iteratively with feedback
- C. Start where you are
- D. Focus on value
Answer: C
NEW QUESTION 240
Which guiding principle recommends coordinating all dimensions of service management?
- A. Progress iteratively with feedback
- B. Start where you are
- C. Keep it simple and practical
- D. Think and work holistically
Answer: D
NEW QUESTION 241
A user contacts the service desk to ask how they can create a report. Which practice is MOST LIKELY to contribute to resolving this issue?
- A. Service request management
- B. Change enablement
- C. Service level management
- D. Incident management
Answer: A
NEW QUESTION 242
What is the primary focus of business capacity management?
- A. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion
- B. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology
- C. Review of all capacity supplier agreements and underpinning contracts with supplier management
- D. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services
Answer: A
NEW QUESTION 243
Which statement about managing incidents is CORRECT?
- A. Incidents with the lowest impact should be resolved first
- B. Low impact incidents should be resolved efficiently, making logging unnecessary
- C. Low impact incidents should be resolved efficiently so the resource required is reduced
- D. The 'incident management' practice should use a single process regardless of the impact of the incident
Answer: C
NEW QUESTION 244
What should all 'continual improvement' decisions be based on?
- A. An up-to-date balanced scorecard
- B. Details of how services are measured
- C. Accurate and carefully analysed data
- D. A recent maturity assessment
Answer: C
NEW QUESTION 245
Which describes a set of defined steps for implementing improvements?
- A. The 'improve' value chain activity
- B. The 'continual improvement register'
- C. The 'engage' value chain activity
- D. The 'continual improvement model'
Answer: D
NEW QUESTION 246
Which describes a 'change authority'?
- A. A way to manage the people aspects of change
- B. A person who approves a change
- C. A tool used to help changes
- D. A model used to determine who will assess a change
Answer: B
NEW QUESTION 247
Which TWO statements about an organization's culture are CORRECT? (Choose two.)
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization
- A. 3 and 4
- B. 1 and 2
- C. 1 and 4
- D. 2 and 3
Answer: C
NEW QUESTION 248
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