ITIL V4 Foundation - sample questions quiz 01

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1 Which value chain activity ensures people understand the organization’s vision?

	Plan
	Improve
	Obtain/build
	Deliver and support

2 What is the first step of the guiding principle ‘focus on value’?

	Determine who the service consumer is in each situation
	Determine the cost of providing the service
	Identify all suppliers and partners that are involved in the service
	Identify the outcomes that the service facilitates

3 Which is a benefit of using an IT service management tool to support incident management?

	It can provide automated matching of incidents to problems or known errors
	It can provide automated resolution and closure of complex incidents
	It can ensure that incidents are resolved within agreed times
	It can ensure that supplier contracts are aligned with the needs of the service provider

4 What should be included in every service level agreement?

	Clearly defined service outcomes
	Legal language
	A technical description of the service components
	Details of the system-based metrics used

5 What are the two types of cost that a service consumer should evaluate?

	The costs removed by the service, and the costs imposed by the service
	The cost of provisioning the service, and the cost of improving the service
	The cost of creating the service, and the cost charged for the service
	The cost of purchasing software, and the cost of purchasing hardware

6 Which practice has the purpose of making new and changed services and features available for use?

	Deployment management
	Change control
	Release management
	Service request management

7 How does ‘service request management’ contribute to ‘design and transition’ activity?

	By providing service request trend and quality information
	By collecting user-specific request requirements
	By initiating standard changes to fulfil service requests
	By acquiring pre-approved service components

8 Which describes outcomes?

	Tangible or intangible deliverables
	Functionality offered by a product or service
	Results for a stakeholder
	Configuration of an organization’s resources

9 Which value chain activity includes presenting workarounds to users via a service portal?

	Plan
	Improve
	Engage
	Obtain/build

10 How should an organization adopt ‘continual improvement’ methods?

	Select a single method for all improvements that the organization handles
	Build the capability to use as many improvement methods as possible
	Select a few key methods to suit the types of improvement that the organization handles
	Use a new method for each improvement that the organization handles

11 Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?

	Collaborate and promote visibility
	Start where you are
	Focus on value
	Progress iteratively with feedback

12 Which is NOT usually included as part of ‘incident management’?

	Use of specialized knowledge for complicated incidents
	Scripts for collecting initial information about incidents
	Detailed procedures for the diagnosis of incidents
	Formalized processes for logging incidents

13 How does categorization of incidents assist incident management?

	It determines how the service provider is perceived
	It helps direct the incident to the correct support area
	It determines the priority assigned to the incident
	It ensures that incidents are resolved in times agreed with the customer

14 Which is a recommendation of the ‘continual improvement’ practice?

	External suppliers should be excluded from improvement initiatives
	There should be a small team dedicated to leading continual improvement efforts
	All improvements should be managed as multi-phase projects
	Continual improvement should be isolated from other practices

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

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