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ITIL ITIL-4-Foundation - ITIL 4 Foundation Exam

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Page: 11 / 11
Total 542 questions

Which is the BEST example of an emergency change?

A.

The implementation of a planned new release of a software application

B.

A low-risk computer upgrade implemented as a service request

C.

The implementation of a security patch to a critical software application

D.

A scheduled major hardware and software implementation

Which is the correct combination of items that makes up an IT service?

A.

Customers, providers and documents

B.

Information technology, people and processes

C.

Information technology, networks and people

D.

People, processes and customers

Which guiding principle is PRIMARILY concerned with end-to-end service delivery?

A.

Focus on value

B.

Think and work holistically

C.

Optimize and automate

D.

Collaborate and promote

Which does the ITIL service value system discourage?

A.

Coordinated authorities and responsibilities

B.

Organizational silos

C.

Interfaces among practices

D.

Organizational agility

Which gives a user access to a system?

A.

Service requirement

B.

Service agreement

C.

Service consumption

D.

Service provision

Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?

A.

Optimize and automate

B.

Start where you are

C.

Focus on value

D.

Progress iteratively with feedback

Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?

A.

Start where you are

B.

Collaborate and promote visibility

C.

Progress iteratively with feedback

D.

Think and work holistically

Which is an objective of the design coordination process?

A.

To produce service design packages and ensure they are handed over to service transition

B.

To assess and evaluate all changes and their impact on service designs

C.

To document the initial structure and relationship between services and customers

D.

To gather and document new service level requirements from the customer

What is an event?

A.

The addition, modification, or removal of anything that could have a direct or indirect effect on services

B.

Any change of state that has significance for the management of a service or other configuration item

C.

Cause of one or more incidents

D.

An unplanned interruption to a service or reduction in the quality of a service

Identify the missing word(s) in the following sentence.

The service desk should be the entry point and single point of contact for the [?] with all of its users.

A.

Service consumer

B.

Service provider

C.

Customer

D.

Supplier

Which term relates to service levels aligned with the needs of service consumers?

A.

Service management

B.

Warranty

C.

Cost

D.

Utility

What is the PRIMARY use of a change schedule?

A.

To support the ‘incident management’ practice and improvement planning

B.

To manage emergency changes

C.

To plan changes and help avoid conflicts

D.

To manage standard changes