ITIL V4 Foundation - sample questions quiz 02

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

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

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

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

3 Which value chain activity creates service components?

	Improve
	Obtain/build
	Deliver and support
	Engage

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

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

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
	Change enablement
	IT asset management

7 Which ITIL concept describes governance ?

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

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

	Incident management
	Service request management
	Service desk
	Change enablement

9

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

10 What is the definition of an event?

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

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 is assessed, authorized and scheduled as part of ‘continual improvement’
	A change that needs to be assessed, authorized, and scheduled by a change authority

12 Which describes the nature of the guiding principles?

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

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

	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
	It ensures users continue to be productive when they need assistance from the service provider

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

	Ignore conflicting objectives of different stakeholders
	Start with a complex solution, then simplify
	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?

	Engage
	Design and transition
	Obtain/build
	Deliver and support