ITIL 4 Foundation v1.0 (ITILFND V4)

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Total 349 questions

Which dimension is MOST concerned with skills, competencies, roles and responsibilities?

  • A. Organizations and people
  • B. Information and technology
  • C. Partners and suppliers
  • D. Value streams and processes


Answer : A

An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?

  • A. Collaborate and promote visibility
  • B. Start where you are
  • C. Focus on value
  • D. Keep it simple and practical


Answer : A

Which practice has a strong influence on the user experience and perception of the service provider?

  • A. Service desk
  • B. Change enablement
  • C. Service level management
  • D. Supplier management


Answer : A

Which statement about service requests is CORRECT?

  • A. Complex service requests should be dealt with as normal changes
  • B. Service requests that require simple workflows should be dealt with as incidents
  • C. Service requests require workflows that should use manual procedures and avoid automation
  • D. Service requests are usually formalized using standard procedures for initiation, approval and fulfilment


Answer : D

Which practice is responsible for moving new or changed components to live or other environments?

  • A. Release management
  • B. Deployment management
  • C. Change enablement
  • D. Supplier management


Answer : B

Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?

  • A. Organizations and people
  • B. Information and technology
  • C. Partners and suppliers
  • D. Value streams and processes


Answer : C

Which of these activities is carried out as part of 'problem management'?

  • A. Creating incident records
  • B. Diagnosing and resolving incidents
  • C. Escalating incidents to a support team for resolution
  • D. Trend analysis of incident records


Answer : D

What must always be done before an activity is automated?

  • A. Check that the activity has already been optimized
  • B. Check that suitable new technology has been purchased
  • C. Ensure that DevOps has been successfully implemented
  • D. Ensure the solution removes the need for human intervention


Answer : A

What is a change schedule PRIMARILY 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


Answer : D

Which role approves the cost of services?

  • A. User
  • B. Change authority
  • C. Sponsor
  • D. Customer


Answer : C

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, fulfil
  • D. Acknowledge, classify, own


Answer : C

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


Answer : D

Which is included in the purpose of the 'service level management' practice?

  • A. To maximize the number of successful service and product changes
  • B. To ensure accurate information about the configuration of services is available
  • C. To set clear business-based targets for service levels
  • D. To ensure that suppliers and their performance are managed appropriately


Answer : C

Which usually requires a team of representatives from many stakeholder groups?

  • A. Fulfilling a service request
  • B. Authorizing an emergency change
  • C. Logging a new problem
  • D. Investigating a major incident


Answer : D

Which value chain activity ensures that service components meet agreed specifications?

  • A. Plan
  • B. Design and transition
  • C. Obtain/build
  • D. Deliver and support


Answer : C

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Total 349 questions