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ITIL ITIL-4-Foundation - ITIL 4 Foundation Exam

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Total 542 questions

Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?

A.

Deployment management

B.

Release management

C.

Change enablement

D.

Service configuration management

Which guiding principle discourages 'silo activity'?

A.

Focus on value

B.

Start where you are

C.

Collaborate and promote visibility

D.

Keep it simple and practical

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

A.

To protect the information needed by the organization to conduct its business

B.

To make new and changed services and features available for use

C.

To move new or changed components to live environments

D.

To plan and manage the full lifecycle of all IT assets.

Which describe a 'change authority'?

A.

a model used to determine who will assess a change

B.

A person who approves a change

C.

A tool used to help plan changes

D.

A way to manage the people aspects of change

Which two statements about the guiding principles are CORRECT?

1.The guiding principles support continual improvement

2.Each guiding principle applies to a selection of the available stakeholder groups

3.Organizations should decide which one of the guiding principles is relevant to them

4.Organizations should consider how the guiding principles interact with each other

A.

1 and 2

B.

2 and 3

C.

3 and 4

D.

1 and 4

A flaw in an application could cause a service to fail IT staff are actively analysing the application to try and understand what is going on. What is the correct name for this type of flaw?

A.

Problem

B.

Incident

C.

Event

D.

Known error

Which should be handled by ‘service request management’?

A.

A request to implement a security patch

B.

A request to provide a laptop

C.

A request to resolve an error in a service

D.

A request to change a target in a service level agreement

Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?

A.

Incident management

B.

Service level management

C.

Problem management

D.

Service request management

Which statement about value creating activities is CORRECT?

A.

Each value stream should be designed with a specific combination of service value chain activities

B.

Service value chain activities have pre-determined dependencies on ITIL practices

C.

A value stream is an operating model for creating value through products and services

D.

Organizations should ensure that each value stream is applicable to many scenarios

Which is a purpose of the ‘relationship management’ practice?

A.

To systematically observe services and service components

B.

To protect the information needed by the organization to conduct its business

C.

To be the entry point and single point of contact for the service provider with all of its users

D.

To identify, analyze, monitor, and continually improve links with stakeholders

Which is a low risk change that has been pre-approved so that no additional authorization is needed?

A.

A standard change

B.

A change model

C.

An emergency change

D.

A normal change

Which service request management decisions require that policies are established'?

A.

Deciding how degradations of service are resolved

B.

Deciding how to handle service requests where the steps are unknown

C.

Deciding which service requests require approval

D.

Deciding when workarounds should be used

Which phase of problem management includes analysing incidents to look for patterns and trends?

A.

Problem identification

B.

Problem control

C.

Error control

D.

Post-implementation review

Identify the missing word in the following sentence.

A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect on services

A.

problem

B.

risk

C.

change

D.

configuration item

Which BEST describes the purpose of the 'improve' value chain activity?

A.

To organize a major improvement initiative into several smaller initiatives

B.

To make new and improved services and features available for use

C.

To ensure a shared understanding of the vision and improvement direction for all products and services

D.

To continually improve all products and services across all value chain activities