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ITIL ITIL-4-Foundation - ITIL 4 Foundation Exam

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Page: 10 / 11
Total 542 questions

Which practice provides users with a way to get various requests arranged, explained and coordinated?

A.

Service level management

B.

Relationship management

C.

Continual improvement

D.

Service desk

What must always be done before an activity is automated?

A.

Check that the activity has already been optimized

B.

Check that suitable new technology has been purchased

C.

Ensure that DevOps has been successfully implemented

D.

Ensure the solution removes the need for human intervention

Which statement about IT service management is CORRECT?

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A.

It is performed by customers using a mix of IT systems, services and processes

B.

It is performed by IT service providers using a mix of suppliers and their products

C.

It is performed by the service desk using a mix of people, process and technology

D.

It is performed by IT service providers using a mix of people, process and technology

Which statement about the 'service desk1 practice is CORRECT?

A.

It provides a link with stakeholders at strategic and tactical levels

B.

It carries out change assessment and authorization

C.

It investigates the cause of incidents

D.

It needs a practical understanding of the business processes

Which is NOT a structure of service desk that is described in the ITIL service operation guidance?

A.

Local

B.

Centralized

C.

Outsourced

D.

Virtual

Which practice may involve the initiation of disaster recovery?

A.

Incident management

B.

Service request management

C.

Service level management

D.

IT asset management

Which guiding principle recommends assessing the current state and deciding what can be reused?

A.

Focus on value

B.

Start where you are

C.

Collaborate and promote visibility

D.

Progress iteratively with feedback

What includes governance as a component?

A.

Practices

B.

The service value chain

C.

The service value system

D.

The guiding principles

Identify the missing words in the following sentence.

The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.

A.

'focus on value' guiding principle

B.

service value system

C.

'service request management' practice

D.

four dimensions of service management

Which will NOT be handled as a service request?

A.

The degradation of a service

B.

The replacement of a toner cartridge

C.

The provision of a laptop

D.

A complaint about a support team

Which is handled as a service request?

A.

An investigation to identify the cause of an incident

B.

A compliment about an IT support team

C.

The failure of an IT service

D.

An emergency change to implement a security patch

Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?

A.

Service desk

B.

Service request management

C.

Service level management

D.

Service configuration management

What do customer perceptions and business outcomes help to define?

A.

The value of a service

B.

Service metrics

C.

The total cost of a service

D.

Key performance indicators (KPIs)

What is the purpose of the ‘incident management’ practice?

A.

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

B.

To capture demand for incident resolution and service requests

C.

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

D.

To support the agreed service quality by effective handling of all agreed user-initiated service requests

Which is a purpose of release management?

A.

To protect the organization’s information

B.

To handle user-initiated service requests

C.

To make new and changed services available for use

D.

To move hardware and software to live environments