Itil 4 Foundation Certification

1. What is the effect of increased automation on the 'service desk' practice?

Greater ability to focus on customer experience when personal contact is needed
Decrease in self-service incident logging and resolution
Increased ability to focus on fixing technology instead of supporting people
Elimination of the need to escalate incidents to support teams

2. Which term describes the functionality offered by a service?

Cost
Utility
Warranty
Risk

3. Which is the purpose of the 'monitoring and event management' practice?

To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
To systematically observe services and service components, and record and report selected changes of state
To protect the information needed by the organization to conduct its business
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

4. What should all 'continual improvement' decisions be based on?

Details of how services are measured
Accurate and carefully analysed data
An up-to-date balanced scorecard
A recent maturity assessment

5. How do all value chain activities transform inputs to outputs?

By determining service demand
By using a combination of practices
By using a single functional team
By implementing process automation

6. How does customer engagement contribute to the 'service level management' practice?

It captures information that metrics can be based on
It ensures the organization meets defined service levels
It defines the workflows for service requests
It supports progress discussions

7. What is the starting point for optimization?

Securing stakeholder engagement
Understanding the vision and objectives of the organization
Determining where the most positive impact would be
Standardizing practices and services

8. Identify the missing words in the following sentence. The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.

‘focus on value’ guiding principle
four dimensions of service management
service value system
‘service request management’ practice

9. Which practice provides support for managing feedback, compliments and complaints from users?

Change control
Service request management
Problem management
Incident management

10. Which joint activity performed by a service provider and service consumer ensures continual value co-creation?

Service provision
Service consumption
Service offering
Service relationship management

11. Which practice may involve the initiation of disaster recovery?

Incident management
Service request management
Service level management
IT asset management

12. What type of change is MOST likely to be managed by the 'service request management' practice?

A normal change
An emergency change
A standard change
An application change

13. Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?

Focus on value
Collaborate and promote visibility
Think and work holistically
Keep it simple and practical

14. What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve?

A service
An output
A practice
Continual improvement

15. Which statement about change authorization is CORRECT?

A change authority should be assigned to each type of change and change model
Centralizing change authorization to a single person is the most effective means of authorization
The authorization of normal changes should be expedited to ensure they can be implemented quickly
Standard changes are high risk and should be authorized by the highest level of change authority

16. Which dimension of service management considers governance, management, and communication?

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

17. Identify the missing word in the following sentence.

logged
analysed
escalated
closed

18. Which statement about known errors and problems is CORRECT?

Known error is the status assigned to a problem after it has been analysed
A known error is the cause of one or more problems
Known errors cause vulnerabilities, problems cause incidents
Known errors are managed by technical staff, problems are managed by service management staff

19. What does the 'service request management' practice depend on for maximum efficiency?

Compliments and complaints
Self-service tools
Problem management
Incident management

20. Which statement about the 'service desk' practice is CORRECT?

It provides a link with stakeholders at strategic and tactical levels
It carries out change assessment and authorization
It investigates the cause of incidents
It needs a practical understanding of the business processes

21. Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?

Service configuration management
Service desk
IT asset management
Monitoring and event management

22. Which practice has a purpose that includes restoring normal service operation as quickly as possible?

Supplier management
Deployment management
Problem management
Incident management

23. Identify the missing word in the following sentence. A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.

outputs
outcomes
costs
risks

24. Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?

Optimize and automate
Start where you are
Focus on value
Progress iteratively with feedback

25. What should be done for every problem?

It should be diagnosed to identify possible solutions
It should be prioritized based on its potential impact and probability
It should be resolved so that it can be closed
It should have a workaround to reduce the impact

26. How should an organization include third-party suppliers in the continual improvement of services?

Ensure suppliers include details of their approach to service improvement in contracts
Require evidence that the supplier uses agile development methods
Require evidence that the supplier implements all improvements using project management practices
Ensure that all supplier problem management activities result in improvements

27. What considerations influence the supplier strategy of an organization?

Contracts and agreements
Type of cooperation with suppliers
Corporate culture of the organization
Level of formality

28. What is a problem?

An addition or modification that could have an effect on services
Any change of state that has significance for the management of a configuration item
A cause or potential cause of one or more incidents
An unplanned reduction in the quality of a service

29. What is the purpose of the 'relationship management' practice?

To align the organization's practices and services with changing business needs
To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels
To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

30. Which is intended to help an organization adopt and adapt ITIL guidance?

The four dimensions of service management
The guiding principles
The service value chain
Practices

31. What is an output?

A change of state that has significance for the management of a configuration item
A possible event that could cause harm or loss
A result for a stakeholder
Something created by carrying out an activity

32. What is the reason for using a balanced bundle of service metrics?

It reduces the number of metrics that need to be collected
It reports each service element separately
It provides an outcome-based view of services
It facilitates the automatic collection of metrics

33. Why should incidents be prioritized?

To help automated matching of incidents to problems or known errors
To identify which support team the incident should be escalated to
To ensure that incidents with the highest business impact are resolved first
To encourage a high level of collaboration within and between teams

34. Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?

Relationship management
IT asset management
Release management
Service desk

35. Why should service desk staff detect recurring issues?

To help identify problems
To escalate incidents to the correct support team
To ensure effective handling of service requests
To engage the correct change authority

36. Which value chain activity communicates the current status of all four dimensions of service management?

Improve
Engage
Obtain/build
Plan

37. Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?

Keep it simple and practical
Optimize and automate
Progress iteratively with feedback
Focus on value

38. Which practice provides visibility of the organization's services by capturing and reporting on service performance?

Service desk
Service level management
Service request management
Service configuration management

39. Which is the BEST example of an emergency change?

The implementation of a planned new release of a software application
A low-risk computer upgrade implemented as a service request
The implementation of a security patch to a critical software application
A scheduled major hardware and software implementation

40. Which guiding principle recommends assessing the current state and deciding what can be reused?

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