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ITIL ITIL-4-Foundation - ITIL 4 Foundation Exam

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Page: 8 / 11
Total 542 questions

What is a recommendation of the ‘focus on value’ guiding principle?

A.

Make ‘focus on value’ a responsibility of the management

B.

Focus on the value of new and significant projects first

C.

Focus on value for the service provider first

D.

Focus on value at every step of the improvement

Arrange the following steps of software lifecycle in correct order.

1. Retire

2. Test

3. Operate

4. Deploy

5. Ideation

6. Develop

7. Design

A.

Ideation, Design, Develop, Deploy, Test, Operate, Retire

B.

Retire, Test, Operate, Deploy, Ideation, Develop, Design

C.

None of the above

D.

Ideation, Test, Develop, Deploy, Design, Operate, Retire

In which TWO situations should the ITIL guiding principles be considered?

1. In every initiative

2. In relationships with all stakeholders

3. Only in specific initiatives where the principle is relevant

4. Only in specific stakeholder relationships where the principle is relevant

A.

1 and 2

B.

1 and 4

C.

2 and 3

D.

3 and 4

Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?

A.

Progress iteratively with feedback

B.

Think and work holistically

C.

Keep it simple and practical

D.

Focus on value

Which statement about the steps to fulfill a service request is CORRECT?

A.

They should be complex and detailed

B.

They should be well-known and proven

C.

They should include incident handling

D.

They should be brief and simple

Which is a key consideration for the guiding principle 'keep it simple and practical'?

A.

Try to create a solution for every exception

B.

Start with a complex solution, then simplify

C.

Understand how each element contributes to value creation

D.

Ignore the conflicting objectives of different stakeholders

Which dimension includes activities and workflows?

A.

Value streams and processes

B.

Partners and suppliers

C.

Information and technology

D.

Organizations and people

Which guiding principle recommends coordinating all dimensions of service management?

A.

Start where you are

B.

Think and work holistically

C.

Keep it simple and practical

D.

Progress iteratively with feedback

Which dimension considers how knowledge assets should be protected?

A.

Organizations and people

B.

Partners and suppliers

C.

Information and technology

D.

Value streams and processes

Which practice has a purpose that includes ensuring that risks have been properly assessed?

A.

Service configuration management

B.

Problem management

C.

Service level management

D.

Change control

Which practice updates information relating to symptoms and business impact?

A.

Service level management

B.

Change control

C.

Service request management

D.

Incident management

Which guiding principle helps to ensure that better information is available for decision making?

A.

Keep it simple and practical

B.

Collaborate and promote visibility

C.

Optimize and automate

D.

Think and work holistically

Which is part of service provision?

A.

The management of resources configured to deliver the service

B.

The management of resources needed to consume the service

C.

The grouping of one or more services based on one or more products

D.

The joint activities performed to ensure continual value co-creation

What helps diagnose and resolve a simple incident?

A.

Rapid escalation

B.

Formation of a temporary team

C.

The use of scripts

D.

Problem prioritization

Which describes normal changes?

A.

Changes that need to be scheduled and assessed following a process

B.

Changes that are low-risk and pre-authorized

C.

Changes that are typically initiated as service requests

D.

Changes that must be implemented as soon as possible