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Exin ITILFND - ITIL – Foundation (v4)

Page: 3 / 15
Total 503 questions

Which Guiding principle says that it is not usually necessary to build something new?

A.

Focus on value

B.

start where you are

C.

Progress iteratively with feedback

D.

Think and work holistically

What is a configuration item?

A.

Any financially valuable component that can contribute to delivery of an IT product or service

B.

Any component that needs to be managed in order to deliver an IT service

C.

Any change of state that has significance for the management of a service

D.

A problem that has been analyzed but has not been resolved

What is the purpose of the ‘monitoring and event management’ practice?

A.

To restore normal service operation as quickly as possible

B.

To manage workarounds and known errors

C.

To capture demand for incident resolution and service requests

D.

To systematically observe services and service components

Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?

A.

Focus on value

B.

Start where you are

C.

Think and work holistically

D.

Keep it simple and practical

What impact does automation have on a service desk?

A.

Less low level work and a greater ability to focus on user experience

B.

Increased phone contact and a reduced ability to focus on user experience

C.

Ability to work from multiple locations, geographically dispersed

D.

Ability to work from a single centralised location

Which is one of the MAIN concerns of the ‘design and transition’ value chain activity?

A.

Understanding the organization’s vision

B.

Understanding stakeholder needs

C.

Meeting stakeholder expectations

D.

Ensuring service components are available

Which guiding principle says that services and processes should NOT provide a solution for every exception?

A.

Keep it simple and practical

B.

Think and work holistically

C.

Optimize and automate

D.

Collaborate and promote visibility

Which statement about the service value chain is CORRECT?

A.

The service value chain converts value into demand

B.

Each value chain activity uses different combinations of practices to convert inputs into outputs

C.

Each value chain activity identifies a requirement for resources from an external supplier

D.

The service value chain uses value streams to describe a combination of consumers and providers

Which is an activity of ‘problem identification’?

A.

Analyzing information from software developers

B.

Establishing problem workarounds

C.

Analyzing the cause of problems

D.

Establishing potential permanent solutions

Which practice requires skills and competencies related to business analysis, supplier management and relationship management?

A.

Monitoring and event management

B.

Incident management

C.

Service level management

D.

IT asset management