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ITIL ITIL-4-Foundation - ITIL 4 Foundation Exam

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Page: 9 / 11
Total 542 questions

Which is NOT a component of the service value system?

A.

The guiding principles

B.

Governance

C.

Practices

D.

The four dimensions of service management

Which statement about costs is CORRECT?

A.

Costs removed from the consumer are part of service consumption

B.

Costs imposed on the consumer are costs of service utility

C.

Costs removed from the consumer are part of the value proposition

D.

Costs imposed on the consumer are costs of service warranty

When should a full risk assessment and authorization be carried out for a standard change?

A.

Each time the standard change is implemented

B.

When the procedure for the standard change is created

C.

At least once a year

D.

When an emergency change is requested

Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?

A.

Supplier management

B.

Change enablement

C.

Relationship management

D.

Service desk

Which describes the utility of a service?

A.

A service that is fit for use

B.

A service that meets its service level targets

C.

A service that increases constraints on the consumer

D.

A service that supports the performance of the consumer

What is a service?

A.

A possible event that could cause harm or loss, or make it more difficult to achieve objectives

B.

A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks

C.

A tangible or intangible deliverable of an activity

D.

Joint activities performed by a service provider and a service consumer to ensure continual value co- creation based on agreed and available service offerings

Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?

A.

Service desk

B.

Monitoring and event management

C.

Service level management

D.

Continual improvement

What actions does a service desk take for all issues, queries and requests that are reported to them?

A.

Schedule, assess, authorize

B.

Diagnose, investigate, resolve

C.

Initiate, approve, fulfill

D.

Acknowledge, classify, own

Which statement about the known error database (KEDB) is CORRECT?

A.

It is maintained by the service desk and updated with the details of each new incident

B.

It is a part of the configuration management database (CMDB) and contains workarounds

C.

It is maintained by problem management and is used by the service desk to help resolve incidents

D.

It is maintained by incident management and contains solutions to be implemented by problem

management

Which practice establishes a channel between the service provider and its users?

A.

Relationship management

B.

Change enablement

C.

Supplier management

D.

Service desk

Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?

A.

Service level management

B.

Service desk

C.

Continual improvement

D.

Change enablement

Which practice would help a user gain access to an application that they need to use?

A.

Service configuration management

B.

Change enablement

C.

Service request management

D.

Service level management

How do all value chain activities transform inputs to outputs?

A.

By using a combination of practices

B.

By using a single functional team

C.

By determining service demand

D.

By implementing process automation

Which role approves the cost of services?

A.

User

B.

Change authority

C.

Sponsor

D.

Customer

Which guiding principle considers customer and user experience?

A.

Collaborate and promote visibility

B.

Focus on value

C.

Start where you are

D.

Keep it simple and practical