Dashboard ► My courses ► ITIL 4 Foundation Mock Exams ► General ► Set B

Started on Thursday, 24 February 2022, 9:16 PM

State Finished
Completed on Thursday, 24 February 2022, 9:38 PM
Time taken 22 mins 30 secs
Grade 40.00 out of 40.00 (100%)

Question 1 Which statement about outcomes is CORRECT?

Correct
Select one:
Mark 1.00 out of
1.00 a. An outcome can be enabled by more than one output

b. An outcome is a tangible or intangible activity

c. Outcomes are how the service performs
d. An output can be enabled by one or more outcomes

Question 2 When should the effectiveness of a problem workaround be assessed

Correct
Select one:
Mark 1.00 out of
1.00 a. Whenever the problem is prioritized

b. Whenever the problem is resolved

c. Whenever the workaround becomes a known error

d. Whenever the work around is used

Question 3 Which statement about the steps to fulfill a service request is CORRECT?
Correct
Select one:
Mark 1.00 out of
1.00 a. They should be brief and sample

b. They should include incident handling

c. They should be complex and detailed

d. They should be well-known and proven

Question 4 Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?
Correct
Select one:
Mark 1.00 out of
1.00 a. Change control

b. IT asset management

c. Service desk
d. Service request management

Question 5 Which is included in the purpose of the 'design and transition' value chain activity
Correct
Select one:
Mark 1.00 out of
1.00 a. Supporting services according to specifications

b. Ensuring that service components are available when needed

c. Providing transparency and good stakeholder relationships

d. Continually meeting stakeholder expectations for costs

Question 6 What are the ITIL guiding principles used for?

Correct
Select one:
Mark 1.00 out of
1.00 a. To ensure that an organization's performance continually meets stakeholders' expectation
b. To identify activities that an organization must perform in order to deliver a valuable service
c. To help an organization make good decisions

d. To direct and control an organization

Question 7 Which is part of service provision?

Correct
Select one:
Mark 1.00 out of
1.00
a. The management of resources needed to consume the service

b. The joint activities performed to ensure continual value co-creation

c. The grouping of one or more services based on one or more products

d. The management of resources configured to deliver the service

Question 8 How does a service consumer contribute to the reduction of risk?

Correct
Select one:
Mark 1.00 out of
1.00
a. By paying for the service

b. By managing server hardware

c. By communicating contraints

d. By managing staff availability

Question 9 What helps diagnose and resolve a simple incident?
Correct
Select one:
Mark 1.00 out of
1.00 a. Formation of a temporary team

b. Rapid escalation

c. The use of scripts

d. Problem prioritization

Question 10 Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
Correct
Select one:
Mark 1.00 out of
1.00 a. Focus on value

b. Keep it simple and practical

c. Progress iteratively with feedback

d. Start where you are

Question 11 Which statement about emergency changes is CORRECT?

Correct
Select one:
Mark 1.00 out of
1.00 a. The assessment and authorization of emergency changes is expedited to ensure the can be implemented quickly
b. The testing of emergency changes can be eliminated in order to implemented the change quickly

c. Emergency changes should be authorized and implemented as service requests

d. Emergeny changes must be fully documented before authorization and implementation

Question 12 Which is a service request?

Correct
Select one:
Mark 1.00 out of
1.00 a. Requesting an enhancement to an application
b. Requesting a workaround for an issue

c. Requesting investigation of a degraded service

d. Requesting information about how to create a document

Question 13 Which describes a set of defined steps for implementing improvements?

Correct
Select one:
Mark 1.00 out of
1.00 a. The 'continual improvement register'

b. The 'engage' value chain activity

c. The 'improve' value chain activity

d. The 'continual improvement model'

Question 14 What is the purpose of the 'deployment management' practice?

Correct
Select one:
Mark 1.00 out of
1.00 a. To make new or changed services available for use

b. To ensure services achieve agreed and expected performance

c. To set clear business-based targets for service performance

d. To move new or changed components to live environments

Question 15 What are the MOST important skills required by service desk staff?
Correct
Select one:
Mark 1.00 out of
1.00
a. Technical skills

b. Supplier management skills

c. Incident analysis skills

d. Problem resolution skills

Question 16 What are 'engage', 'plan' and 'improve' examples of?

Correct
Select one:
Mark 1.00 out of
1.00
a. Service level management

b. Service value chain inputs

c. Change control

d. Service value chain activities

Question 17 "Identify the missing word in the following sentence. A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?]"
Correct
Select one:
Mark 1.00 out of
1.00 a. assets

b. values
c. services

d. elements
Question 18 What is defined as a cause, or potential cause, of one or more incidents
Correct
Select one:
Mark 1.00 out of
1.00 a. Change

b. Known error

c. Problem

d. Event

Question 19 Which guiding principle recommends 'standardizing and streamlining manual tasks?
Correct
Select one:
Mark 1.00 out of
1.00 a. Collaborate and promote visibility

b. Think and work holistically

c. Focus on value

d. Optimize and automate

Question 20 Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
Correct
Select one:
Mark 1.00 out of
1.00 a. Collaborate and promote visibility
b. Start where you are

c. Keep it simple and practical

d. Optimize and automate

Question 21 Which practice coordinates the classification, ownership and communication of service requests and incidents?
Correct
Select one:
Mark 1.00 out of
1.00 a. Service desk

b. Supplier management

c. Problem management

d. Relationship management

Question 22 Which statement about a 'continual improvement register' is CORRECT?

Correct
Select one:
Mark 1.00 out of
1.00 a. It should be used to capture user demand

b. It should be re-prioritized as ideas are documented

c. It should be managed at the senior level of the organization

d. There should only be one for the whole organization

Question 23 Identify the missing word in the following sentence. The management of information security incidents usually requires [?].
Correct
Select one:
Mark 1.00 out of
1.00 a. Specialist teams
b. Third party support

c. A separate process

d. Immediate escalation

Question 24 "Which TWO statements about an organization's culture are CORRECT?

Correct 1. It is created from shared values based on how it carries out its work

Mark 1.00 out of 2. It is determined by the type of technology used to support services
1.00 3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization"

Select one:
a. 2 and 3

b. 1 and 4
c. 3 and 4

d. 1 and 2

Question 25 When should a change request be submitted to resolve a problem?

Correct
Select one:
Mark 1.00 out of
1.00
a. As soon as a solution for the problem has been identified

b. As soon as the analysis of the frequency and impact of incidents justifies the change

c. As soon as a workaround for the problem has been identified

d. As soon as the analysis of cost, risks and benefits justifies the change
Question 26 Which service level metrics are BEST for measuring user experience?
Correct
Select one:
Mark 1.00 out of
1.00 a. Metrics linked to defined outcome

b. Single system-based metrics

c. Operational metrics
d. Metrics for the percentage of uptime of a service

Question 27 "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
Correct provision of quality products and services."

Mark 1.00 out of

Select one:
1.00
a. performances
b. value

c. costs
d. users

Question 28 Which dimension considers how knowledge assets should be protected

Correct
Select one:
Mark 1.00 out of
1.00 a. Organizations and people

b. Information and technology

c. Value streams and processes

d. Partners and suppliers

Question 29 Which practice has a purpose that includes ensuring that risks have been properly assessed?
Correct
Select one:
Mark 1.00 out of
1.00 a. Problem management

b. Change control

c. Service level management

d. Serice configuration management

Question 30 Which is NOT a component of the service value system?

Correct
Select one:
Mark 1.00 out of
1.00 a. Practices
b. Governance
c. The four dimensions of service management

d. The guiding principle

Question 31 Which practice updates information relating to symptoms and business impact?
Correct
Select one:
Mark 1.00 out of
1.00 a. Service level management
b. Change control
c. Incident management

d. Service request management

Question 32 When should a full risk assessment and authorization be carried out for a standard change?
Correct
Select one:
Mark 1.00 out of
1.00
a. At least once a year

b. When an emergency change is requested

c. Each time the standard change is implemented

d. When the procedure for the standard change is created

Question 33 What is warranty?

Correct
Select one:
Mark 1.00 out of
1.00
a. Assurance that a product or service will meet agreed requirements

b. The perceived benefits, usefulness and importance of something

c. The amount of money spent on a specific activity or resource

d. The functionality offered by a product or service to meet a particular need

Question 34 What is a recommendation of the 'focus on value' guiding principle?

Correct
Select one:
Mark 1.00 out of
1.00 a. Focus on the value of new and significant projects first

b. Make 'focus on value' a responsibility of the management

c. Focus on value at every step of the improvemenT

d. Focus on value for the service provider first
Question 35 Which is a key requirement for a successful service level agreement?
Correct
Select one:
Mark 1.00 out of
1.00 a. It should be written in legal language

b. It should be based on the service provider's view of the service

c. It should relate to simple operational metrics
d. It should be simply written and easy to understand

Question 36 Which statement about service desks is CORRECT?

Correct
Select one:
Mark 1.00 out of
1.00 a. The service desk should work in close collaboration with support and development teams
b. The service desk should remain isolated from technical support teams

c. The service desk should rely on self-service portals instead of escalation to support teams
d. The service desk should escalate all technical issues to support and development teams

Question 37 When planning 'continual improvement', which approach for assessing the current state of a service is CORRECT?
Correct
Select one:
Mark 1.00 out of
1.00 a. An organization should always use an approach that combines Lean, Agile and DevOps methodologies

b. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis

c. An organization should always use a single technique to ensure metrics are consistent
d. An organization should always develop competencies in methodologies and techniques that will meet their needs

Question 38 What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?
Correct
Select one:
Mark 1.00 out of
1.00 a. A service

b. Service management

c. Continual improvement

d. An IT asset

Question 39 Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
Correct
Select one:
Mark 1.00 out of
1.00 a. Problem management

b. Service desk
c. Change control

d. Continual improvement

Question 40 Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
Correct
Select one:
Mark 1.00 out of
1.00 a. Each iteration should be designed before starting the initiative and implemented without feedback
b. Feedback should be reduced for large improvements as it is unlikely that circumstances will change
c. Each iteration should be continually re-evaluated based on feedback

d. Feedback should only be taken into account when one iteration fails to meet its objective