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ITIL ITIL-4-Foundation - ITIL 4 Foundation Exam

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Total 542 questions

Which statement about the ‘continual improvement’ practice is CORRECT?

A.

Continual improvement participation should be limited to a small dedicated team.

B.

It is the role of senior management to authorize improvement initiatives.

C.

Training should be provided to those involved in continual improvement.

D.

A single continual improvement register should be maintained by senior management.

Identify the missing word in the following sentence.

A user is [?] that uses services.

A.

an organization

B.

a role

C.

a team

D.

a supplier

Which practice provides visibility of the organization's services by capturing and reporting on service performance?

A.

Service desk

B.

Service level management

C.

Service request management

D.

Service configuration management

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

A.

Relationship management

B.

Change control

C.

Release management

D.

Monitoring and event management

Which is a purpose of the ‘service desk’ practice?

A.

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

B.

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

C.

To support the agreed quality of a service by handling all pre-defined, user-initiated service requests

D.

To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels

Which is included in the purpose of the ‘deliver and support’ value chain activity?

A.

Meeting stakeholder expectations for time to market

B.

Understanding the organization’s service vision

C.

Understanding stakeholder needs

D.

Providing services to agreed specifications

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 two practices use workarounds?

A.

Change enablement and continual improvement

B.

Change enablement and problem management

C.

Problem management and incident management

D.

Incident management and continual improvement

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

Which are phases of the release and deployment process?

1. Release build and test

2. Review and close

3. Categorize and record

4. Change authorization and schedule

A.

1 and 2

B.

1 and 3

C.

2 and 4

D.

3 and 4

What is a problem?

A.

An addition or modification that could have an effect on services

B.

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

C.

A cause or potential cause of one or more incidents

D.

An unplanned reduction in the quality of a service

What are typically recognized through notifications created by an IT service, CI or monitoring tool?

A.

Incidents

B.

Problems

C.

Events

D.

Requests

Which are the elements of process control?

A.

Inputs, outputs and triggers

B.

Work instructions, procedures and roles

C.

Resources, capabilities and metrics

D.

Process owner, policy and objectives

What is a change schedule used for?

A.

To help plan emergency changes

B.

To help authorize standard changes

C.

To help assign a change authority

D.

To help manage normal changes

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