View source for ITIL V4 Foundation - sample questions quiz 02

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<!-- ITIL V4 Foundation - sample questions quiz 02 -->

<quiz  shuffleanswers=true>
{X}

{<!-- Question 16 -->
Which service management dimension is focused on activities and how these are coordinated?
|type="()"}
-Information and technology
|| <span style="color:red">'''Wrong !'''</span> The ‘value streams and processes’ dimension focuses on what activities the organization undertakes, and how they are organized, as well as how the organization ensures that it is enabling value creation for all stakeholders efficiently and effectively.
-Organizations and people
|| <span style="color:red">'''Wrong !'''</span> The ‘value streams and processes’ dimension focuses on what activities the organization undertakes, and how they are organized, as well as how the organization ensures that it is enabling value creation for all stakeholders efficiently and effectively.
-Partners and suppliers
|| <span style="color:red">'''Wrong !'''</span> The ‘value streams and processes’ dimension focuses on what activities the organization undertakes, and how they are organized, as well as how the organization ensures that it is enabling value creation for all stakeholders efficiently and effectively.
+Value streams and processes


{<!-- Question 17 -->
Which is a purpose of the ‘service desk’ practice?
|type="()"}
-To maximize the number of successful IT changes by ensuring risks are properly assessed
|| <span style="color:red">'''Wrong !'''</span> The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users.
+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
|| <span style="color:red">'''Wrong !'''</span> The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users.
-To set clear business-based targets for service performance
|| <span style="color:red">'''Wrong !'''</span> The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users.



{<!-- Question 18 -->
Which value chain activity creates service components?
|type="()"}
+Obtain/build
-Improve
|| <span style="color:red">'''Wrong !'''</span> The purpose of ‘obtain/build’ value chain activity is “to ensure that service components are available when and where they are needed and meet agreed specifications.” Service components for ‘deliver and support’ and service components for design and transition are key outputs of ‘obtain/build’ value chain activity.
-Deliver and support
|| <span style="color:red">'''Wrong !'''</span> The purpose of ‘obtain/build’ value chain activity is “to ensure that service components are available when and where they are needed and meet agreed specifications.” Service components for ‘deliver and support’ and service components for design and transition are key outputs of ‘obtain/build’ value chain activity.
-Engage
|| <span style="color:red">'''Wrong !'''</span> The purpose of ‘obtain/build’ value chain activity is “to ensure that service components are available when and where they are needed and meet agreed specifications.” Service components for ‘deliver and support’ and service components for design and transition are key outputs of ‘obtain/build’ value chain activity.



{<!-- Question 19 -->
Which describes the principle ‘think and work holistically’?
|type="()"}
-Conducting a review of existing service management practices and decide what to keep and what to discard
|| <span style="color:red">'''Wrong !'''</span> The guiding principle ‘think and work holistically’ advises that “Services are delivered to internal and external service consumers through the coordination and integration of the four dimensions of service management.”
+Using the four dimensions of service management to ensure coordination of all aspects of an improvement initiative
-Reviewing service management practices and removing any unnecessary complexity
|| <span style="color:red">'''Wrong !'''</span> The guiding principle ‘think and work holistically’ advises that “Services are delivered to internal and external service consumers through the coordination and integration of the four dimensions of service management.”
-Reviewing how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
|| <span style="color:red">'''Wrong !'''</span> The guiding principle ‘think and work holistically’ advises that “Services are delivered to internal and external service consumers through the coordination and integration of the four dimensions of service management.”



{<!-- Question 20 -->
What is the purpose of ‘supplier management’?
|type="()"}
+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
|| <span style="color:red">'''Wrong !'''</span> The purpose of the supplier management practice is to ensure that the organization’s suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services.
-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
|| <span style="color:red">'''Wrong !'''</span> The purpose of the supplier management practice is to ensure that the organization’s suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services.
-To ensure that accurate and reliable information about the configuration of supplier's services is available when and where it is needed
|| <span style="color:red">'''Wrong !'''</span> The purpose of the supplier management practice is to ensure that the organization’s suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services.



{<!-- Question 21 -->
Which practice is responsible for moving components to live environments?
|type="()"}
+Deployment management
-Release management
|| <span style="color:red">'''Wrong !'''</span> The purpose of the deployment management practice is to move new or changed hardware, software, documentation, processes, or any other component to live environments.
-IT asset management
|| <span style="color:red">'''Wrong !'''</span> The purpose of the deployment management practice is to move new or changed hardware, software, documentation, processes, or any other component to live environments.
-Change enablement
|| <span style="color:red">'''Wrong !'''</span> The purpose of the deployment management practice is to move new or changed hardware, software, documentation, processes, or any other component to live environments.



{<!-- Question 21 -->
Which ITIL concept describes governance ?
|type="()"}
-The seven guiding principles
|| <span style="color:red">'''Wrong !'''</span> The components of the service value system are ‘guiding principles’, ‘governance’, ‘service value chain’, ‘practices’, and ‘continual improvement.’
-The service value chain
|| <span style="color:red">'''Wrong !'''</span> The components of the service value system are ‘guiding principles’, ‘governance’, ‘service value chain’, ‘practices’, and ‘continual improvement.’
+The service value system
-The four dimensions of service management
|| <span style="color:red">'''Wrong !'''</span> The components of the service value system are ‘guiding principles’, ‘governance’, ‘service value chain’, ‘practices’, and ‘continual improvement.’



{<!-- Question 23 -->
Which practice provides a single point of contact for users?
|type="()"}
-Change enablement
|| <span style="color:red">'''Wrong !'''</span> The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users.
-Incident management
|| <span style="color:red">'''Wrong !'''</span> The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users.
+Service desk
-Service request management
|| <span style="color:red">'''Wrong !'''</span> The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users.



{<!-- Question 24 -->
|type="()"}
Which practices are typically involved in the implementation of a problem resolution?
1. Continual improvement
2. Service request management
3. Service level management
4. Change enablement

-2 and 3
|| <span style="color:red">'''Wrong !'''</span> Problem management activities can identify improvement opportunities in all four dimensions of service management. Problem solutions can, in some cases, be treated as improvement opportunities, so they are included in a continual improvement register and use continual improvement techniques to prioritize and manage them.
-3 and 4
|| <span style="color:red">'''Wrong !'''</span> Problem management activities can identify improvement opportunities in all four dimensions of service management. Problem solutions can, in some cases, be treated as improvement opportunities, so they are included in a continual improvement register and use continual improvement techniques to prioritize and manage them.
-1 and 2
|| <span style="color:red">'''Wrong !'''</span> Problem management activities can identify improvement opportunities in all four dimensions of service management. Problem solutions can, in some cases, be treated as improvement opportunities, so they are included in a continual improvement register and use continual improvement techniques to prioritize and manage them.
+1 and 4





{<!-- Question 25 -->
What is the definition of an event?
|type="()"}
-Any component that needs to be managed in order to deliver an IT service
|| <span style="color:red">'''Wrong !'''</span> An event can be defined as any change of state that has significance for the management of a configuration item (CI) or IT service.
-Any valuable component that can contribute to delivery of an IT product or service
|| <span style="color:red">'''Wrong !'''</span> An event can be defined as any change of state that has significance for the management of a configuration item (CI) or IT service.
+Any change of state that has significance for the management of a configuration item or IT service
-The ability of an IT service or other configuration item to perform its agreed function when required
|| <span style="color:red">'''Wrong !'''</span> An event can be defined as any change of state that has significance for the management of a configuration item (CI) or IT service.



{<!-- Question 26 -->
What is a standard change?
|type="()"}
+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
|| <span style="color:red">'''Wrong !'''</span> Standard changes are low-risk, pre-authorized changes that are well-understood and fully-documented. When the procedure for a standard change is created or modified, there should be a full risk assessment and authorization as for any other change. This risk assessment does not need to be repeated each time the standard change is implemented, only if there is a modification to the way it is carried out.
-A change that is assessed, authorized and scheduled as part of ‘continual improvement’
|| <span style="color:red">'''Wrong !'''</span> Standard changes are low-risk, pre-authorized changes that are well-understood and fully-documented. When the procedure for a standard change is created or modified, there should be a full risk assessment and authorization as for any other change. This risk assessment does not need to be repeated each time the standard change is implemented, only if there is a modification to the way it is carried out.
-A change that needs to be assessed, authorized, and scheduled by a change authority
|| <span style="color:red">'''Wrong !'''</span> Standard changes are low-risk, pre-authorized changes that are well-understood and fully-documented. When the procedure for a standard change is created or modified, there should be a full risk assessment and authorization as for any other change. This risk assessment does not need to be repeated each time the standard change is implemented, only if there is a modification to the way it is carried out.


{<!-- Question 27 -->
Which describes the nature of the guiding principles?
|type="()"}
-Guiding principles describe the processes that all organizations must adopt
|| <span style="color:red">'''Wrong !'''</span> A guiding principle is defined as a recommendation that can guide an organization in all circumstances and will guide organizations when adopting service management. They are not described as prescriptive or mandatory.
-Each guiding principle mandates specific actions and decisions
|| <span style="color:red">'''Wrong !'''</span> A guiding principle is defined as a recommendation that can guide an organization in all circumstances and will guide organizations when adopting service management. They are not described as prescriptive or mandatory.
+A guiding principle can guide an organization in all circumstances
-An organization will select one of the principles to adopt
|| <span style="color:red">'''Wrong !'''</span> A guiding principle is defined as a recommendation that can guide an organization in all circumstances and will guide organizations when adopting service management. They are not described as prescriptive or mandatory.



{<!-- Question 28 -->
How does ‘service request management’ contribute to ‘obtain/build’ value chain activity?
|type="()"}
+It acquires pre-approved service components to help fulfil service requests
-It ensures users continue to be productive when they need assistance from the service provider
|| <span style="color:red">'''Wrong !'''</span> This is ‘obtain/build’ activity. Obtain/build: The fulfillment of service requests may require the acquisition of pre-approved service components.
-It analyzes data to identify opportunities to provide new service request options
|| <span style="color:red">'''Wrong !'''</span> This is ‘obtain/build’ activity. Obtain/build: The fulfillment of service requests may require the acquisition of pre-approved service components.
-It collects user-specific requirements, sets expectations and provides status updates
|| <span style="color:red">'''Wrong !'''</span> This is ‘obtain/build’ activity. Obtain/build: The fulfillment of service requests may require the acquisition of pre-approved service components.




{<!-- Question 29 -->
Which is a key consideration for the guiding principle ‘keep it simple and practical’?
|type="()"}
+Understand how each element contributes to value creation
-Ignore conflicting objectives of different stakeholders
|| <span style="color:red">'''Wrong !'''</span> When analyzing a practice, process, service, metric, or other improvement targets, always ask whether it contributes to value creation.
-Start with a complex solution, then simplify
|| <span style="color:red">'''Wrong !'''</span> When analyzing a practice, process, service, metric, or other improvement targets, always ask whether it contributes to value creation.
-Try to create a solution for every exception
|| <span style="color:red">'''Wrong !'''</span> When analyzing a practice, process, service, metric, or other improvement targets, always ask whether it contributes to value creation.




{<!-- Question 30 -->
Which value chain activity includes negotiation of contracts and agreements with suppliers and partners?
|type="()"}
-Deliver and support
|| <span style="color:red">'''Wrong !'''</span> The outputs of ‘engage’ value chain activity include “contracts and agreements with external and internal suppliers and partners.”
-Obtain/build
|| <span style="color:red">'''Wrong !'''</span> The outputs of ‘engage’ value chain activity include “contracts and agreements with external and internal suppliers and partners.”
+Engage
-Design and transition
|| <span style="color:red">'''Wrong !'''</span> The outputs of ‘engage’ value chain activity include “contracts and agreements with external and internal suppliers and partners.”

{/X}
</quiz>

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

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