old_ITIL Compueducacion 2

ITIL 4 Foundation - Second Part - 43 ISA Study Notes

• Question 1: Which practice helps a user access a needed application?

  • A) Service Configuration Management
  • B) Change Management
  • C) Service Request Management
  • D) Service Level Management

• Question 2: Which ITIL practice connects organizations and stakeholders at tactical and strategic levels?

  • A) Supplier Management
  • B) Relationship Management
  • C) Relationship Management
  • D) Service Desk

• Question 3: What practice makes new services or changes available for use?

  • A) Change Management
  • B) Release Management
  • C) Deployment Management
  • D) IT Asset Management

• Question 4: Which practice improves customer satisfaction by reducing service disruption impact?

  • A) Service Request Management
  • B) Service Level Management
  • C) Incident Management
  • D) Change Management

• Question 5: Which practice ensures evaluation and authorization for service changes?

  • A) Deployment Management
  • B) Release Management
  • C) Change Management
  • D) Service Configuration Management

• Question 6: What practice connects service providers and users?

  • A) Change Management
  • B) Service Level Management
  • C) Problem Management
  • D) Service Desk

• Question 7: What activities are part of continuous improvement?

  • A) Identifying incident causes and recommending improvements.
  • B) Authorizing changes for implementing improvements.
  • C) Recording and managing incidents leading to improvement opportunities.
  • D) Creating business cases for improvement actions.

• Question 8: What is true about Change Management?

  • A) Standard changes are applied, evaluated and authorized by standard procedures.
  • B) Standard changes are initiated by service requests that can be manual or automatic
  • C) Normal change evaluations and authorizations need to be agile so they can be deployed quickly.
  • D) Change authorization should have a separate authority (e.g., senior management) understanding the risks also associated with standard changes.

• Question 9: What is a significant state change impacting IT service management?

  • A) Event
  • B) Incident
  • C) Problem
  • D) Known Error

• Question 10: What is managed within the service request practice?

  • A) Investigating the cause of an incident
  • B) IT support team recognition
  • C) A failure of a service
  • D) Emergency changes to implement security patches

• Question 11: What activity is involved in incident management?

  • A) Evaluating and prioritizing improvement opportunities
  • B) Reviewing service performance with customers
  • C) Providing timely, accurate incident information
  • D) Automating service requests to the best degree possible

• Question 12: Which of the following is best example of a standard change?

  • A) Client requested review and approval of a change
  • B) Implementing a security patch in a critical software due to a security vulnerability.
  • C) Installing a software application in response to a service request.
  • D) Replacing a component in response to a major incident

• Question 13: Which is not typically managed as a service request?

  • A) Service degradation
  • B) Ink cartridge replacement
  • C) Provision of a laptop
  • D) Complaint about support staff

• Question 14: Define a problem.

  • A) Unplanned interruption or reduction in service quality.
  • B) Cause or potential cause of one or more incidents.
  • C) Incident without a defined solution
  • D) Significant state change affecting IT service

• Question 15: Purpose of Service Level Management?

  • A) Maximize successful product and service changes.
  • B) Ensure accurate service configuration information is available.
  • C) Define clear business requirements for service levels.
  • D) Ensure proper management of suppliers and their performance.

• Question 16: Purpose of Problem Management?

  • A) Protecting business operations' essential information
  • B) Reduce incident probability and impact by identifying and managing temporary solutions.
  • C) Align service delivery with changing business needs.
  • D) Minimize negative impact of incidents through restoring service quickly.

• Question 17: What is the single point of contact for service users?

  • A) Service consumers
  • B) Service providers
  • C) Clients
  • D) Service vendors

• Question 18: What is an activity of Problem Management?

  • A) Restoring normal service operations promptly
  • B) Prioritizing problems based on their risk level.
  • C) Authorizing changes that address the root cause of problems.
  • D) Resolving incidents within customer expectations.

• Question 19: Which practice recommends service reviews?

  • A) Service Desk
  • B) Service Request Management
  • C) Service Level Management
  • D) Configuration Management

• Question 20: What practice handles external vendor software defects?

  • A) Incident Management
  • B) Problem Management
  • C) Change Management
  • D) Service Desk

• Question 21: What practice manages components with financial value?

  • A) Deployment Management
  • B) Continuous Improvement
  • C) Event Management
  • D) IT Asset Management

• Question 22: Which practice efficiently handles routine service actions?

  • A) Incident Management
  • B) Service Level Management
  • C) Problem Management
  • D) Service Request Management

• Question 23: What practice is most likely involved with unplanned service interruptions?

  • A) Incident Management
  • B) Problem Management
  • C) Change Management
  • D) Service Request Management

• Question 24: Which practice best emphasizes understanding user needs?

  • A) Service Desk
  • B) Service Level Management
  • C) Continuous Improvement
  • D) Change Management

• Question 25: Which change type handles critical incidents or security patches?

  • A) Standard Change
  • B) Normal Change
  • C) Emergency Change
  • D) Change Model

• Question 26: What problem management phase assesses solution effectiveness?

  • A) Problem Identification
  • B) Problem Control
  • C) Error Control
  • D) Problem Analysis

• Question 27: What is included in the Continuous Improvement goal?

  • A) Normal service restoration
  • B) Strategic and operational alignment with business needs
  • C) Incident probability/impact reduction
  • D) Reducing likelihood of incidents and streamlining incident response

• Question 28: What's the best resource for complex incident investigation?

  • A) Self-service systems
  • B) Experienced support staff & knowledge base
  • C) Detailed work instructions
  • D) Disaster recovery plans

• Question 29: What is defined as a component for delivering an IT service?

  • A) Event
  • B) IT asset
  • C) Configuration Item (CI)
  • D) Change

• Question 30: What's the truth about emergency changes?

  • A) Low risk, well understood changes
  • B) All documentation must be complete beforehand
  • C) They typically aren't scheduled
  • D) Authorization can be delayed until after implementation.

• Question 31: Define an IT asset.

  • A) Components with financial value aiding service delivery
  • B) User requests that are a standard part of service delivery.
  • C) Components that need management in order to deliver a service
  • D) State change important to service management

• Question 32: Give an example of Problem Management activity.

  • A) Reviewing incident logs to identify trends
  • B) Implementing technology to resolve problems
  • C) Evaluating known errors for sustained impact analysis
  • D) Documented temporary solution steps

• Question 33: What's essential for effective incident management?

  • A) Collaboration tools & techniques
  • B) Comprehensive performance dashboards
  • C) Automated processes
  • D) Multiple access channels

• Question 34: What practice manages predefined user-initiated service actions?

  • A) Deployment Management
  • B) Incident Management
  • C) Service Level Management
  • D) Service Request Management

• Question 35: Why is a SWOT analysis used in Continuous Improvement?

  • A) Understanding the current state
  • B) Defining the future desired state
  • C) Tracking ideas
  • D) Ensuring everyone participates

• Question 36: What TWO competencies are crucial for Service Desk personnel

  • A) Process and Business knowledge, Collaboration skills
  • B) Collaboration skills, Advanced Technical Knowledge
  • C) Advanced technical knowledge, Workflow design skills
  • D) Process knowledge, Workflow design skills

• Question 37: What is correct about change authorization?

  • A) Assigned each time a standard change is requested
  • B) Authorized by the technician performing the change
  • C) Determined by the type and model of change
  • D) Approved after deployment is finalized.

• Question 38: What practice allows multiple channels for user requests and issues?

  • A) Service Desk
  • B) Service Level Management
  • C) Incident Management
  • D) Change Management

• Question 39: What's the goal of Problem Management, in terms of incident prevention?

  • A) Identify and minimize occurrences of incidents, which are managed by employing temporary solutions.
  • B) Improve, simplify and streamline service management using a variety of tools and methodologies.
  • C) Maintain and improve the service management process along with identifying effective solutions with a variety of techniques.
  • D) Identify the root causes and solutions to an ongoing issue to minimize the likelihood and impact of future incidents

• Question 40: What's essential for effective SLAs?

  • A) Clear language and unambiguous metrics understandable by all parties
  • B) Metrics tied to the system, helpful to the service provider
  • C) Consistent, unchanging metrics over time
  • D) Focusing solely on user experience metrics.

• Question 41: What is an example of a service request?

  • A) Normal operations restoration request
  • B) A security patch deployment request
  • C) Request for an archived file
  • D) Request to investigate the root cause of an incident

• Question 42: Why are service reviews conducted?

  • A) To gauge customer satisfaction with service
  • B) To document new services available to them
  • C) To measure service performance compared to the defined service levels
  • D) Identifying the goals and objectives of the customer

• Question 43: When is a problem recorded?

  • A) When a user reports a service outage
  • B) When a service provider finds a service error
  • C) When a temporary solution is identified
  • D) When the exact cause of a problem is found

Este cuestionario se centra en las prácticas fundamentales de ITIL 4, esenciales para la gestión de servicios. Evaluará tu comprensión sobre la gestión de solicitudes, las relaciones y la gestión de cambios, entre otras prácticas. Ideal para aquellos que se preparan para el examen de ITIL 4 Foundation.