Dashboard ► My courses ► ITIL 4 Foundation Mock Exams ► General ► Set E

Started on Thursday, 3 March 2022, 11:55 AM

State Finished
Completed on Thursday, 3 March 2022, 12:12 PM
Time taken 17 mins 6 secs
Grade 40.00 out of 40.00 (100%)

Question 1 What is the definition of change?

Correct
Select one:
Mark 1.00 out of
1.00 a. To move new or changed hardware, software, or any other component to live environments

b. To ensure that accurate and reliable information about the configuration of services is available
c. To add, modify or remove anything that could have a direct or indirect effect on services
d. To make new and changed services and features available for use

Question 2 What should be done for every problem?

Correct
Select one:
Mark 1.00 out of
1.00 a. It should be diagnosed to identify possible solutions

b. It should have a workaround to reduce the impact

c. It should be prioritized based on its potential impact and probability

d. It should be resolved so that it can be closed

Question 3 Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
Correct
Select one:
Mark 1.00 out of
1.00 a. Think and work holistically

b. Progress iteratively with feedback

c. Focus on value
d. Keep it simple and practical

Question 4 Which practice has the purpose of making new and changed services and features available for use?
Correct
Select one:
Mark 1.00 out of
1.00 a. Deployment management

b. Release management

c. Change control
d. Service request management

Question 5 How does a service consumer contribute to the reduction of risk?

Correct
Select one:
Mark 1.00 out of
1.00 a. By communicating contraints

b. By managing server hardware

c. By managing staff availability

d. By paying for the service

Question 6 Which value chain activity communicates the current status of all four dimensions of service management?
Correct
Select one:
Mark 1.00 out of
1.00 a. Plan
b. Improve
c. Engage

d. Obtain/build

Question 7 Which practice updates information relating to symptoms and business impact?
Correct
Select one:
Mark 1.00 out of
1.00
a. Change control

b. Incident management
c. Service request management

d. Service level management

Question 8 Which statement about known errors and problems is CORRECT?

Correct
Select one:
Mark 1.00 out of
1.00
a. Known errors are managed by technical staff, problems are managed by service management staff

b. A known error is the cause of one or more problems

c. Known errors cause vulnerabilities, problems cause incidents

d. Known error is the status assigned to a problem after it has been analysed
Question 9 Which statement about the value chain activities is CORRECT?
Correct
Select one:
Mark 1.00 out of
1.00 a. Every practice belongs to a specific value chain activity

b. Each value chain activity contributes to the value chain by transforming specific inputs into Outputs

c. A specific combination of value chain activities and practices forms a service relationship
d. Service value chain activities form a single workflow that enables value creation

Question 10 Which practice identifies metrics that reflect the customers experience of a service?
Correct
Select one:
Mark 1.00 out of
1.00 a. Service level management

b. Continual improvement

c. Problem management
d. Service desk

Question 11 What is warranty?

Correct
Select one:
Mark 1.00 out of
1.00 a. The amount of money spent on a specific activity or resource
b. Assurance that a product or service will meet agreed requirements

c. The perceived benefits, usefulness and importance of something

d. The functionality offered by a product or service to meet a particular need

Question 12 What is an IT asset?

Correct
Select one:
Mark 1.00 out of
1.00 a. Any financially valuable component that can be contribute to delivery of an IT product or service
b. Any component that needs to be managed in order to deliver a service

c. The removal of anything that could have a direct or indirect effect on services
d. A request from a user that initiates a service action

Question 13 What is a recommendation of the 'focus on value' guiding principle?

Correct
Select one:
Mark 1.00 out of
1.00 a. Make 'focus on value' a responsibility of the management

b. Focus on value at every step of the improvemenT

c. Focus on the value of new and significant projects first

d. Focus on value for the service provider first

Question 14 Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?
Correct
Select one:
Mark 1.00 out of
1.00 a. Optimize and automate

b. Progress iteratively with feedback

c. Focus on value

d. Start where you are

Question 15 What are the three phases of problem management?

Correct
Select one:
Mark 1.00 out of
1.00
a. Problem identification, problem control, error control

b. Problem analysis, error identification, incident resolution

c. Incident management, problem management, change control

d. Problem logging, problem classification, problem resolution

Question 16 What is the purpose of the 'deployment management' practice?

Correct
Select one:
Mark 1.00 out of
1.00
a. To move new or changed components to live environments

b. To ensure services achieve agreed and expected performance

c. To make new or changed services available for use

d. To set clear business-based targets for service performance

Question 17 What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve?
Correct
Select one:
Mark 1.00 out of
1.00 a. A practice

b. A service
c. An output

d. Continual improvement
Question 18 Which is a potential benefit of using an IT service management tool to support the 'incident management' practice?
Correct
Select one:
Mark 1.00 out of
1.00 a. It may ensure that the cause of incidents is identified within agreed times

b. It may provide automated resolution and closure of complex incidents

c. It may ensure that supplier contracts are aligned with the needs of the service provider

d. It may provide automated matching of incidents to problems or known errors

Question 19 What is defined as any component that needs to be managed in order to deliver an IT service?
Correct
Select one:
Mark 1.00 out of
1.00 a. An incident

b. An IT asset

c. A configuration item (CI)

d. A service request

Question 20 Which ITIL concept describes governance?

Correct
Select one:
Mark 1.00 out of
1.00 a. The service value chain
b. The four dimensions of service management

c. The seven guiding principles

d. The service value system

Question 21 What is described by the service value system?

Correct
Select one:
Mark 1.00 out of
1.00 a. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation

b. Service based on one or more products, designed to address needs of a target consumer group

c. How all the components and activities of the organization work together as a system to enable value creation

d. How to apply the systems approach of the guiding principle think and work holistically

Question 22 Which practice coordinates the classification, ownership and communication of service requests and incidents?
Correct
Select one:
Mark 1.00 out of
1.00 a. Relationship management

b. Service desk

c. Supplier management

d. Problem management

Question 23 Which practice includes the classification and ownership of queries and requests from users?
Correct
Select one:
Mark 1.00 out of
1.00 a. Change control
b. Service desk

c. Service level management

d. Incident management

Question 24 Which practices are typically involved in the implementation of a problem resolution?
Correct 1. Continual improvement

Mark 1.00 out of 2. Service request management

1.00 3. Service level management
4. Change control

Select one:
a. 1 and 2

b. 2 and 3
c. 3 and 4

d. 1 and 4

Question 25 Which value chain activity ensures people understand the organization’s vision?
Correct
Select one:
Mark 1.00 out of
1.00
a. Obtain/build

b. Improve

c. Plan
d. Deliver and support
Question 26 Which practice is responsible for moving components to live environments?
Correct
Select one:
Mark 1.00 out of
1.00 a. Deployment management

b. Change control

c. Release management
d. IT asset management

Question 27 Which of these should be logged and managed as problem?

Correct
Select one:
Mark 1.00 out of
1.00 a. A monitoring tool detects a change of state for a service
b. A user requests delivery of a laptop

c. Trend analysis shows a large number of similar incidents

d.
‘Continual Improvement’ needs to prioritize an improvement opportunity

Question 28 Which describes outcomes?

Correct
Select one:
Mark 1.00 out of
1.00 a. Functionality offered by a product or service
b. Results desired by a stakeholder

c. Configuration of an organization’s resources

d. Tangible or intangible deliverables

Question 29 Which practice is the responsibility of everyone in the organization?

Correct
Select one:
Mark 1.00 out of
1.00 a. Problem management
b. Continual improvement

c. Change control
d. Service level management

Question 30 Which is a service request?

Correct
Select one:
Mark 1.00 out of
1.00 a. Requesting information about how to create a document
b. Requesting investigation of a degraded service
c. Requesting a workaround for an issue

d. Requesting an enhancement to an application

Question 31 What considerations influence the supplier strategy of an organization?

Correct
Select one:
Mark 1.00 out of
1.00 a. Contracts and agreements
b. Level of formality

c. Type of cooperation with suppliers

d. Corporate culture of the organization

Question 32 How does information about problems and known errors contribute to incident management?
Correct
Select one:
Mark 1.00 out of
1.00
a. It enables quick and efficient diagnosis of incidents

b. It removes the need for regular customer updates

c. It removes the need for collaboration during incident resolution

d. It enables the reassessment of known errors

Question 33 Which is included in the purpose of the 'design and transition' value chain activity
Correct
Select one:
Mark 1.00 out of
1.00
a. Ensuring that service components are available when needed

b. Providing transparency and good stakeholder relationships

c. Supporting services according to specifications

d. Continually meeting stakeholder expectations for costs

Question 34 What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?
Correct
Select one:
Mark 1.00 out of
1.00 a. Problem management restores the service as soon as possible

b. The problem remains in the known error status

c. A change request is submitted to change control
d. The problem record is deleted
Question 35 "Identify the missing word in the following sentence. A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?]"
Correct
Select one:
Mark 1.00 out of
1.00 a. values

b. services
c. elements
d. assets

Question 36 How does categorization of incidents assist the incident management practice?
Correct
Select one:
Mark 1.00 out of
1.00 a. It helps direct the incident to the correct support area
b. It determines the priority assigned to the incident

c. It determines how the service provider is perceived

d. It ensures that incidents are resolved in timescales agreed with the customer

Question 37 Which practice has a purpose that includes restoring normal service operation as quickly as possible?
Correct
Select one:
Mark 1.00 out of
1.00 a. Supplier management

b. Problem management

c. Deployment management
d. Incident management

Question 38 Which practice provides a single point of contact for users?

Correct
Select one:
Mark 1.00 out of
1.00 a. Change control

b. Incident management

c. Service desk

d. Service request management

Question 39 Which TWO statements about the ‘service request management’ practice are CORRECT?
Correct 1. Service request are part of normal service delivery
Mark 1.00 out of 2. Complaints can be handled as service requests
1.00
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests

Select one:
a. 1 and 4
b. 2 and 3
c. 1 and 2

d. 3 and 4

Question 40 Which dimension considers how knowledge assets should be protected

Correct
Select one:
Mark 1.00 out of
1.00 a. Partners and suppliers
b. Information and technology

c. Value streams and processes

d. Organizations and people