ITIL 4 Foundation Quiz
18 Questions
0 Views

Choose a study mode

Play Quiz
Study Flashcards
Spaced Repetition
Chat to lesson

Podcast

Play an AI-generated podcast conversation about this lesson

Questions and Answers

Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

  • Progress iteratively with feedback
  • Keep it simple and practical
  • Focus on value
  • Start where you are (correct)

    • Which practice has a purpose that includes ensuring that risks have been properly assessed?

  • Problem management
  • Service level management
  • Change control (correct)
  • Service configuration management

    • When should a full risk assessment and authorization be carried out for a standard change?

  • Each time the standard change is implemented
  • At least once a year
  • When the procedure for the standard change is created (correct)
  • When an emergency change is requested

    • Which statement about emergency changes is CORRECT?

    <p>The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly</p> Signup and view all the answers

    Which practice coordinates the classification, ownership and communication of service requests and incidents?

    <p>Service desk</p> Signup and view all the answers

    What is warranty?

    <p>Assurance that a product or service will meet agreed requirements</p> Signup and view all the answers

    Which is part of service provision?

    <p>The management of resources configured to deliver the service</p> Signup and view all the answers

    Which statement about a ‘continual improvement register’ is CORRECT?

    <p>It should be re-prioritized as ideas are documented</p> Signup and view all the answers

    What are ’engage’, ‘plan’ and ‘improve’ examples of?

    <p>Service value chain activities</p> Signup and view all the answers

    Which statement about outcomes is CORRECT?

    <p>An outcome can be enabled by more than one output</p> Signup and view all the answers

    Which statement about service desks is CORRECT?

    <p>The service desk should work in close collaboration with support and development teams</p> Signup and view all the answers

    Which practice updates information relating to symptoms and business impact?

    <p>Incident management</p> Signup and view all the answers

    Which is included in the purpose of the ‘design and transition’ value chain activity?

    <p>Continually meeting stakeholder expectations for costs</p> Signup and view all the answers

    Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?

    <p>Service request management</p> Signup and view all the answers

    Which is NOT a component of the service value system?

    <p>The four dimensions of service management</p> Signup and view all the answers

    Which statement about the steps to fulfill a service request is CORRECT?

    <p>They should be well-known and proven</p> Signup and view all the answers

    What is defined as a cause, or potential cause, of one or more incidents?

    <p>Problem</p> Signup and view all the answers

    Signup and view all the answers

    Study Notes

    ITIL-4 Foundation Exam Questions & Answers

    • Question 1: Which ITIL guiding principle recommends using existing services, processes, and tools when improving services?

      • Start where you are

    • Question 2: Which practice has a purpose that includes ensuring that risks have been properly assessed?

      • Change control

    • Question 3: When should a full risk assessment and authorization be carried out for a standard change?

      • When the procedure for the standard change is created

    • Question 4: Which statement about emergency changes is CORRECT?

      • The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly

    • Question 5: Which practice coordinates the classification, ownership, and communication of service requests and incidents?

      • Service desk

    • Question 6: What is warranty?

      • Assurance that a product or service will meet agreed requirements

    • Question 7: Which is part of service provision?

      • The management of resources configured to deliver the service

    • Question 8: Which statement about a ‘continual improvement register’ is CORRECT?

      • It should be re-prioritized as ideas are documented

    • Question 9: What are ‘engage,’ ‘plan,’ and ‘improve’ examples of?

      • Service value chain inputs

    • Question 10: Which statement about outcomes is CORRECT?

      • An outcome can be enabled by more than one output

    • Question 11: Which statement about service desks is CORRECT?

      • The service desk should work in close collaboration with support and development teams

    • Question 12: Which practice updates information relating to symptoms and business impact?

      • Incident management

    • Question 13: Which is included in the purpose of the ‘design and transition’ value chain activity?

      • Continually meeting stakeholder expectations for costs

    • Question 14: Which practice has a purpose to support the quality of the service by handling all agreed user-initiated service requests?

      • Service request management

    • Question 15: Which is NOT a component of the service value system?

      • The four dimensions of service management

    • Question 16: Which statement about the steps to fulfill a service request is CORRECT?

      • They should be brief and simple

    • Question 17: What is defined as a cause, or potential cause, of one or more incidents?

      • Problem

    • Question 18: Which guiding principle recommends eliminating activities that do not contribute to the creation of value?

      • Optimize and automate

    • Question 19: When should the effectiveness of a problem workaround be assessed?

      • Whenever the workaround is used

    • Question 20: 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 [?].

      • Services

    • Question 21: Which dimension considers how knowledge assets should be protected?

      • Information and technology

    • Question 22: What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?

      • A service

    • Question 23: Identify the missing words in the following sentence. The management of information security incidents usually requires [?].

      • Specialist teams

    • Question 24: What are the ITIL guiding principles used for?

      • To ensure that an organization's performance continually meets stakeholders' expectations

    • Question 25: Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

      • Each iteration should be continually re-evaluated based on feedback

    • Question 26: What is the purpose of the ‘deployment management’ practice?

      • To move new or changed components to live environments

    • Question 27: Which is a service request?

      • Requesting investigation of a degraded service

    • Question 28: Identify the missing word in the following sentence. The purpose of the supplier management practice is to ensure that the organization's suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.

      • Users

    • Question 29: What is a recommendation of the ‘focus on value’ guiding principle?

      • Focus on value at every step of the improvement

    • Question 30: Which guiding principle recommends standardizing and streamlining manual tasks?

      • Optimize and automate

    • Question 31: Which describes a set of defined steps for implementing improvements?

      • The ‘continual improvement model’

    • ...and so on... (remaining questions follow a similar format)

    Studying That Suits You

    Use AI to generate personalized quizzes and flashcards to suit your learning preferences.

    Quiz Team

    Related Documents

    ITIL-4-Foundation Exam Past Paper 2022 PDF

    Description

    Test your knowledge of ITIL 4 Foundation concepts, including guiding principles, change control practices, and service management. This quiz covers essential practices and terms crucial for effective service management and improvement. Determine your understanding and readiness for the ITIL 4 Foundation exam.

    More Like This

    Use Quizgecko on...
    Browser
    Open
    Browser
    Browser