View source for ITIL V4 Foundation - sample questions quiz 01

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<!-- ITIL V4 Foundation - sample questions quiz 01 -->
<quiz  shuffleanswers=true>
{X}

{<!-- Question 1 -->
Which value chain activity ensures people understand the organization’s vision?
|type="()"}
-Deliver and support
|| <span style="color:red">'''Wrong !'''</span> The purpose of ‘plan’ value chain activity is to ensure a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across the organization.
-Obtain/build
|| <span style="color:red">'''Wrong !'''</span> The purpose of ‘plan’ value chain activity is to ensure a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across the organization.
-Improve
|| <span style="color:red">'''Wrong !'''</span> The purpose of ‘plan’ value chain activity is to ensure a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across the organization.
+Plan
|| <span style="color:green">Correct !</span> The purpose of ‘plan’ value chain activity is to ensure a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across the organization.


{<!-- Question 2 -->
What is the first step of the guiding principle ‘focus on value’?
|type="()"}
-Determine the cost of providing the service
|| <span style="color:red">'''Wrong !'''</span> The first step in focusing on value is knowing who is being served. In each situation, the service provider must, therefore, determine who the service consumer is.
+Determine who the service consumer is in each situation
-Identify the outcomes that the service facilitates
|| <span style="color:red">'''Wrong !'''</span> The first step in focusing on value is knowing who is being served. In each situation, the service provider must, therefore, determine who the service consumer is.
-Identify all suppliers and partners that are involved in the service
|| <span style="color:red">'''Wrong !'''</span> The first step in focusing on value is knowing who is being served. In each situation, the service provider must, therefore, determine who the service consumer is.


{<!-- Question 3 -->
Which is a benefit of using an IT service management tool to support incident management?
|type="()"}
-It can provide automated resolution and closure of complex incidents
|| <span style="color:red">'''Wrong !'''</span> Modern IT service management tools can provide automated matching of incidents to other incidents, problems, or known errors
-It can ensure that incidents are resolved within agreed times
|| <span style="color:red">'''Wrong !'''</span> Modern IT service management tools can provide automated matching of incidents to other incidents, problems, or known errors
-It can ensure that supplier contracts are aligned with the needs of the service provider
|| <span style="color:red">'''Wrong !'''</span> Modern IT service management tools can provide automated matching of incidents to other incidents, problems, or known errors
+It can provide automated matching of incidents to problems or known errors



{<!-- Question 4 -->
What should be included in every service level agreement?
|type="()"}
+Clearly defined service outcomes
-Legal language
|| <span style="color:red">'''Wrong !'''</span> They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced ‘bundles’ of metrics.
-A technical description of the service components
|| <span style="color:red">'''Wrong !'''</span> They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced ‘bundles’ of metrics.
-Details of the system-based metrics used
|| <span style="color:red">'''Wrong !'''</span> They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced ‘bundles’ of metrics.


{<!-- Question 5 -->
What are the two types of cost that a service consumer should evaluate?
|type="()"}
+The costs removed by the service, and the costs imposed by the service
-The cost of creating the service, and the cost charged for the service
|| <span style="color:red">'''Wrong !'''</span> From the service consumer’s perspective, there are two types of costs involved in service relationships: (1) Costs removed from the service consumer by the service (a part of the value proposition). This may include the costs of staff, technology, and other resources which are not needed by the consumer. (2) Costs imposed on the consumer by the service (the costs of service consumption). The total cost of consuming a service includes the price charged by the service provider (if any), plus other costs such as staff training, costs of network utilization, procurement, etc.
-The cost of purchasing software, and the cost of purchasing hardware
|| <span style="color:red">'''Wrong !'''</span> From the service consumer’s perspective, there are two types of costs involved in service relationships: (1) Costs removed from the service consumer by the service (a part of the value proposition). This may include the costs of staff, technology, and other resources which are not needed by the consumer. (2) Costs imposed on the consumer by the service (the costs of service consumption). The total cost of consuming a service includes the price charged by the service provider (if any), plus other costs such as staff training, costs of network utilization, procurement, etc.
-The cost of provisioning the service, and the cost of improving the service
|| <span style="color:red">'''Wrong !'''</span> From the service consumer’s perspective, there are two types of costs involved in service relationships: (1) Costs removed from the service consumer by the service (a part of the value proposition). This may include the costs of staff, technology, and other resources which are not needed by the consumer. (2) Costs imposed on the consumer by the service (the costs of service consumption). The total cost of consuming a service includes the price charged by the service provider (if any), plus other costs such as staff training, costs of network utilization, procurement, etc.


{<!-- Question 6 -->
Which practice has the purpose of making new and changed services and features available for use?
|type="()"}
+Release management
-Deployment management
|| <span style="color:red">'''Wrong !'''</span> The purpose of release management is to make new and changed services and features available for use.
-Service request management
|| <span style="color:red">'''Wrong !'''</span> The purpose of release management is to make new and changed services and features available for use.
-Change control
|| <span style="color:red">'''Wrong !'''</span> The purpose of release management is to make new and changed services and features available for use.


{<!-- Question 7 -->
How does ‘service request management’ contribute to ‘design and transition’ activity?
|type="()"}
+By initiating standard changes to fulfil service requests
-By acquiring pre-approved service components
|| <span style="color:red">'''Wrong !'''</span> Standard changes to services can be initiated and fulfilled as service requests.
-By collecting user-specific request requirements
|| <span style="color:red">'''Wrong !'''</span> Standard changes to services can be initiated and fulfilled as service requests.
-By providing service request trend and quality information
|| <span style="color:red">'''Wrong !'''</span> Standard changes to services can be initiated and fulfilled as service requests.


{<!-- Question 8 -->
Which describes outcomes?
|type="()"}
-Tangible or intangible deliverables
|| <span style="color:red">'''Wrong !'''</span> An outcome is “A result for a stakeholder enabled by one or more outputs.” The definition of a service describes how the value of a service enables value co-creation by facilitating outcomes that customers want to achieve.
+Results for a stakeholder
-Configuration of an organization’s resources
|| <span style="color:red">'''Wrong !'''</span> An outcome is “A result for a stakeholder enabled by one or more outputs.” The definition of a service describes how the value of a service enables value co-creation by facilitating outcomes that customers want to achieve.
-Functionality offered by a product or service
|| <span style="color:red">'''Wrong !'''</span> An outcome is “A result for a stakeholder enabled by one or more outputs.” The definition of a service describes how the value of a service enables value co-creation by facilitating outcomes that customers want to achieve.


{<!-- Question 9 -->
Which value chain activity includes presenting workarounds to users via a service portal?
|type="()"}
+Engage
-Improve
|| <span style="color:red">'''Wrong !'''</span> Engage focuses on problems that have a significant impact on services that will be visible to customers and users. In some cases, customers may wish to be involved in problem prioritization, and the status and plans for managing problems should be communicated. Workarounds are often presented to users via a service portal. The purpose of engage value chain activity is to provide continual engagement with all stakeholders.
-Obtain/build
|| <span style="color:red">'''Wrong !'''</span> Engage focuses on problems that have a significant impact on services that will be visible to customers and users. In some cases, customers may wish to be involved in problem prioritization, and the status and plans for managing problems should be communicated. Workarounds are often presented to users via a service portal. The purpose of engage value chain activity is to provide continual engagement with all stakeholders.
-Plan
|| <span style="color:red">'''Wrong !'''</span> Engage focuses on problems that have a significant impact on services that will be visible to customers and users. In some cases, customers may wish to be involved in problem prioritization, and the status and plans for managing problems should be communicated. Workarounds are often presented to users via a service portal. The purpose of engage value chain activity is to provide continual engagement with all stakeholders.


{<!-- Question 10 -->
How should an organization adopt ‘continual improvement’ methods?
|type="()"}
-Build the capability to use as many improvement methods as possible
|| <span style="color:red">'''Wrong !'''</span> There are many methods that can be used for improvement initiatives and too many should not be used. It is a good idea to select a few key methods that are appropriate to the types of improvements the organization typically handles and to cultivate those methods.
-Select a single method for all improvements that the organization handles
|| <span style="color:red">'''Wrong !'''</span> There are many methods that can be used for improvement initiatives and too many should not be used. It is a good idea to select a few key methods that are appropriate to the types of improvements the organization typically handles and to cultivate those methods.
+Select a few key methods to suit the types of improvement that the organization handles
|| <span style="color:Green">'''Correct !'''</span> 
-Use a new method for each improvement that the organization handles
|| <span style="color:red">'''Wrong !'''</span> There are many methods that can be used for improvement initiatives and too many should not be used. It is a good idea to select a few key methods that are appropriate to the types of improvements the organization typically handles and to cultivate those methods.


{<!-- Question 11 -->
Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?
|type="()"}
-Start where you are
|| <span style="color:red">'''Wrong !'''</span> The description of ‘progress iteratively with feedback’ says “By organizing work into smaller, manageable sections that can be executed and completed in a timely manner, the focus on each smaller effort will be sharper and easier to maintain.”
+Progress iteratively with feedback
-Collaborate and promote visibility
|| <span style="color:red">'''Wrong !'''</span> The description of ‘progress iteratively with feedback’ says “By organizing work into smaller, manageable sections that can be executed and completed in a timely manner, the focus on each smaller effort will be sharper and easier to maintain.”
-Focus on value
|| <span style="color:red">'''Wrong !'''</span> The description of ‘progress iteratively with feedback’ says “By organizing work into smaller, manageable sections that can be executed and completed in a timely manner, the focus on each smaller effort will be sharper and easier to maintain.”


{<!-- Question 12 -->
Which is NOT usually included as part of ‘incident management’?
|type="()"}
-Formalized processes for logging incidents
|| <span style="color:red">'''Wrong !'''</span> This process does not usually include detailed procedures on how to diagnose, investigate, and resolve incidents
-Scripts for collecting initial information about incidents
|| <span style="color:red">'''Wrong !'''</span> This process does not usually include detailed procedures on how to diagnose, investigate, and resolve incidents
+Detailed procedures for the diagnosis of incidents
-Use of specialized knowledge for complicated incidents
|| <span style="color:red">'''Wrong !'''</span> This process does not usually include detailed procedures on how to diagnose, investigate, and resolve incidents


{<!-- Question 13 -->
How does categorization of incidents assist incident management?
|type="()"}
-It determines the priority assigned to the incident
|| <span style="color:red">'''Wrong !'''</span> More complex incidents will usually be escalated to a support team for resolution. Typically, the routing is based on the incident category, which should help to identify the correct team.
-It ensures that incidents are resolved in times agreed with the customer
|| <span style="color:red">'''Wrong !'''</span> More complex incidents will usually be escalated to a support team for resolution. Typically, the routing is based on the incident category, which should help to identify the correct team.
-It determines how the service provider is perceived
|| <span style="color:red">'''Wrong !'''</span> More complex incidents will usually be escalated to a support team for resolution. Typically, the routing is based on the incident category, which should help to identify the correct team.
+It helps direct the incident to the correct support area


{<!-- Question 14 -->
Which is a recommendation of the ‘continual improvement’ practice?
|type="()"}
-External suppliers should be excluded from improvement initiatives
|| <span style="color:red">'''Wrong !'''</span> Although everyone should contribute in some way, there should be at least a small team dedicated full time to lead continual improvement efforts and advocate for the practice across the organization.
-Continual improvement should be isolated from other practices
|| <span style="color:red">'''Wrong !'''</span> Although everyone should contribute in some way, there should be at least a small team dedicated full time to lead continual improvement efforts and advocate for the practice across the organization.
-All improvements should be managed as multi-phase projects
|| <span style="color:red">'''Wrong !'''</span> Although everyone should contribute in some way, there should be at least a small team dedicated full time to lead continual improvement efforts and advocate for the practice across the organization.
+There should be a small team dedicated to leading continual improvement efforts



{<!-- Question 15 -->
Which two needs should ‘change enablement’ balance?
1. The need to assess risks and expected benefits
2. The need to manage a change schedule
3. The need to make beneficial changes
4. The need to protect customers and users
|type="()"}
-1 and 4
|| <span style="color:red">'''Wrong !'''</span> Change enablement must balance the need to make beneficial changes that will deliver additional value with the need to protect customers and users from the adverse effect of changes.
-2 and 3
|| <span style="color:red">'''Wrong !'''</span> Change enablement must balance the need to make beneficial changes that will deliver additional value with the need to protect customers and users from the adverse effect of changes.
+3 and 4
-1 and 2
|| <span style="color:red">'''Wrong !'''</span> Change enablement must balance the need to make beneficial changes that will deliver additional value with the need to protect customers and users from the adverse effect of changes.

{/X}
</quiz>

<!-- END OF THE 15 QUESTIONS -->

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