ITIL V4 Foundation - sample questions quiz 02

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Source: DataSource
Language: English
Topic: ITIL
SubTopic: Quiz
Last Edit By: DochyJP
LastEdit: 2021-04-14
Document type: Training
Status: Active
Access: free

  

1 Which service management dimension is focused on activities and how these are coordinated?

Partners and suppliers
Information and technology
Value streams and processes
Organizations and people

2 Which is a purpose of the ‘service desk’ practice?

To maximize the number of successful IT changes by ensuring risks are properly assessed
To capture demand for incident resolution and service requests
To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
To set clear business-based targets for service performance

3 Which value chain activity creates service components?

Deliver and support
Engage
Obtain/build
Improve

4 Which describes the principle ‘think and work holistically’?

Using the four dimensions of service management to ensure coordination of all aspects of an improvement initiative
Reviewing how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
Conducting a review of existing service management practices and decide what to keep and what to discard
Reviewing service management practices and removing any unnecessary complexity

5 What is the purpose of ‘supplier management’?

To ensure that accurate and reliable information about the configuration of supplier's services is available when and where it is needed
To ensure that the organization's suppliers and their performance are managed appropriately at strategic and tactical levels through coordinated marketing, selling and delivery activities
To ensure that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services
To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services

6 Which practice is responsible for moving components to live environments?

Release management
Deployment management
IT asset management
Change enablement

7 Which ITIL concept describes governance ?

The service value system
The seven guiding principles
The four dimensions of service management
The service value chain

8 Which practice provides a single point of contact for users?

Incident management
Service request management
Service desk
Change enablement

9

1 and 2
3 and 4
2 and 3
1 and 4

10 What is the definition of an event?

Any component that needs to be managed in order to deliver an IT service
Any valuable component that can contribute to delivery of an IT product or service
The ability of an IT service or other configuration item to perform its agreed function when required
Any change of state that has significance for the management of a configuration item or IT service

11 What is a standard change?

A change that doesn't need risk assessment because the procedure has been pre-authorized
A change that doesn't need risk assessment because it is required to resolve an incident
A change that needs to be assessed, authorized, and scheduled by a change authority
A change that is assessed, authorized and scheduled as part of ‘continual improvement’

12 Which describes the nature of the guiding principles?

An organization will select one of the principles to adopt
Each guiding principle mandates specific actions and decisions
Guiding principles describe the processes that all organizations must adopt
A guiding principle can guide an organization in all circumstances

13 How does ‘service request management’ contribute to ‘obtain/build’ value chain activity?

It ensures users continue to be productive when they need assistance from the service provider
It analyzes data to identify opportunities to provide new service request options
It collects user-specific requirements, sets expectations and provides status updates
It acquires pre-approved service components to help fulfil service requests

14 Which is a key consideration for the guiding principle ‘keep it simple and practical’?

Start with a complex solution, then simplify
Ignore conflicting objectives of different stakeholders
Understand how each element contributes to value creation
Try to create a solution for every exception

15 Which value chain activity includes negotiation of contracts and agreements with suppliers and partners?

Deliver and support
Engage
Design and transition
Obtain/build