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ITIL ITIL-4-Foundation Exam Syllabus Topics:
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NEW QUESTION 99
Why should incidents be prioritized?
- A. To encourage a high level of collaboration within and between teams
- B. To help automated matching of incidents to problems or known errors
- C. To identify which support team the incident should be escalated to
- D. To ensure that incidents with the highest business impact are resolved first
Answer: D
NEW QUESTION 100
Identify the missing word in the following sentence.
The purpose of the supplier management practice is to ensure that the organization's suppliers and their [?]
are managed appropriately to support the seamless provision of quality products and services.
- A. costs
- B. users
- C. value
- D. performances
Answer: D
NEW QUESTION 101
Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable
information about the configuration of services, and the [?] that support them, is available when and where it is
needed.
- A. assets
- B. customers
- C. CIs
- D. suppliers
Answer: C
NEW QUESTION 102
Which is the BEST example of an emergency change?
- A. The implementation of a security patch to a critical software application
- B. A scheduled major hardware and software implementation
- C. The implementation of a planned new release of a software application
- D. A low-risk computer upgrade implemented as a service request
Answer: A
NEW QUESTION 103
When should a workaround be created?
- A. When a potential permanent solution has been identified
- B. When a problem cannot be resolved quickly
- C. As soon as possible, once the incident is logged
- D. After the resolution of a problem
Answer: B
Explanation:
Reference: https://www.globalknowledge.com/us-en/resources/resource-library/articles/incidents-and- problems-workarounds/
NEW QUESTION 104
What is the difference between the 'incident management' and 'service desk' practices?
- A. incident management resolves complex issues, service desk resolve simpler issues.
- B. Incident management restores service operation, service desk provides communication with users
- C. incident management resolves issues, service desk investigates the underlying causes of issues
- D. incident management manages interruptions to service desk monitors achieved service quality
Answer: B
Explanation:
A help desk is considered to be focused on break-fix (what ITIL calls incident management), whereas a service desk is there to assist with not only break-fix but also with service requests (requests for new services) and requests for information (such as "how do I do X?").
https://www.atlassian.com/itsm/service-request-management/help-desk-vs-service-desk-vs-itsm#:~:text=A%20help%20desk%20is%20considered,I%20do%20X%3F%E2%80%9D).
NEW QUESTION 105
What is an output?
- A. A result for a stakeholder
- B. Something created by carrying out an activity
- C. A possible event that could cause harm or loss
- D. A change of state that has significance for the management of a configuration item
Answer: B
NEW QUESTION 106
How should an organization prioritize incidents?
- A. Ask the user for their preferred resolution timeframe.
- B. Create an order of incidents based on the dates and times when they were logged.
- C. Assess the availability of the appropriate support team.
- D. Use an agreed classification which is based on the business impact of the incident.
Answer: D
NEW QUESTION 107
Which dimension of service management considers governance, management, and communication?
- A. Partners and suppliers
- B. Value streams and processes
- C. Information and technology
- D. Organizations and people
Answer: D
NEW QUESTION 108
Which Practice includes management of workarounds and known errors?
- A. Monitoring and event management
- B. Incident management
What is problem management?
The purpose of problem management is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Problems are related to incidents, but it is important to differentiate them in the way they are managed:
Incidents have an impact on users or business processes, and must be resolved so that normal business activity can take place.
Problems are the causes of incidents therefore they require investigation and analysis to identify the causes, develop workarounds, and recommend longer-term resolution. This reduces the number and impact of future incidents. - C. Service configuration management
- D. Problem management
Answer: D
NEW QUESTION 109
Which is a purpose of release management?
- A. To handle user-initiated service requests
- B. To move hardware and software to live environments
- C. To protect the organization's information
- D. To make new and changed services available for use
Answer: D
NEW QUESTION 110
Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value to the organization or its customers.
Which guiding principle recommends that the unnecessary work should be eliminated?
- A. Think and work holistically
- B. Keep it simple and practical
- C. Progress iteratively with feedback
- D. Star: where you are
Answer: B
Explanation:
https://assyst.ifs.com/blog/the-7-guiding-principles-of-itil-4-0
Don't over-engineer solutions. Think about what you can do now.
Like focus on value, this principle is heavily focused on the prevention of waste. Waste correlates with complexity. Higher complexity means there are more opportunities for waste to creep into a system.
Focus on delivering the desired outcome, not building the most elegant and elaborate solution. Use the minimum number of steps to deliver that outcome, ensuring you are not over-processing (delivering quality above and beyond what is required).
NEW QUESTION 111
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
- A. Information security management
- B. Service configuration management
- C. Change enablement
- D. Problem management
Answer: A
NEW QUESTION 112
Which practice recommends that organizations develop competencies in techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?
- A. Service request management
- B. Incident management
- C. Change enablement
- D. Continual improvement
Answer: D
NEW QUESTION 113
Which two are considered part of the 'organizations and people' dimension of service management?
1.Systems of authority
2.Culture
3.Relationships between organizations
4.Workflows
- A. 1 and 2
- B. 2 and 3
- C. 3 and 4
- D. 1 and 4
Answer: A
NEW QUESTION 114
Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?
- A. Service desk
- B. Monitoring and event management
- C. Service level management
- D. Relationship management
Answer: A
NEW QUESTION 115
Which competencies are required by the 'service level management' practice?
- A. Incident analysis and prioritization
- B. Business analysis and commercial management
- C. Problem investigation and resolution
- D. Balanced scorecard reviews and maturity assessment
Answer: B
NEW QUESTION 116
Which statement about outcome is CORRECT?
- A. Outcomes give service consumers assurance of products or services
- B. Outcomes use activities to produce tangible or intangible deliverables
- C. Outcomes help a service consumer to assess the cost of a specific activity
- D. Outcomes rely on outputs to deliver results for a stakeholder
Answer: D
NEW QUESTION 117
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