Gmail Halimah Tussyadiah <halimahtussyadiah05@gmail.
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[Passed] Exam Results: "ITIL 4 Foundation Exam"
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ITIL 4 Foundation Exam <noreply@quizresults.net> Wed, Feb 26, 2020 at 11:37 AM
To: halimahtussyadiah05@gmail.com
This is an automatically generated email to report quiz results. You are receiving this because the
quiz author has specified your email address for sending quiz results.
Name Halimah Tussyadiah
Email halimahtussyadiah05@gmail.com
Date/Time: February 26, 2020 11:37 AM
Answered: 33 / 40
Your Score: 82.5 / 100 (83%)
Passing Score: 65 (65%)
Time Spent: 29 min 16 sec
Result Passed
Question 1 Correct
Points: 2.5/2.5
What is the definition of warranty?
Your Answer Correct Answer
The assurance that a product or service will The assurance that a product or service will
meet agreed requirements meet agreed requirements
Question 2 Correct
Points: 2.5/2.5
Identify the missing words in the following sentence. A user is [?] who uses services
Your Answer Correct Answer
a person a person
Question 3 Correct
Points: 2.5/2.5
Why should some service requests be fulfilled with no additional approvals?
Your Answer Correct Answer
To streamline the fulfilment workflow To set To streamline the fulfilment workflow To set user
user expectations for fulfilment times expectations for fulfilment times
Question 4 Correct
Points: 2.5/2.5
Which is NOT a key focus of the 'information and technology' dimension?
Your Answer Correct Answer
Roles and responsibilities Roles and responsibilities
Question 5 Incorrect
Points: 0/2.5
Which value chain activity creates service components?
Your Answer Correct Answer
Deliver and support Obtain/build
Question 6 Correct
Points: 2.5/2.5
What includes governance as a component?
Your Answer Correct Answer
The service value system The service value system
Question 7 Incorrect
Points: 0/2.5
Which guiding principle helps to ensure that each improvement effort has more focus and is
easier to maintain?
Your Answer Correct Answer
Think and work holistically Progress iteratively with feedback
Question 8 Incorrect
Points: 0/2.5
What is the first step of the guiding principle 'focus on value?
Your Answer Correct Answer
Identify the outcomes that the service Determine who the service consumer is in each
facilitates situation
Question 9 Incorrect
Points: 0/2.5
How does categorization of incidents assist incident management?
Your Answer Correct Answer
It helps direct the incident to the correct
It ensures that incidents are resolved in times agreed support area
with the customer
Question 10 Correct
Points: 2.5/2.5
Which is a purpose of the 'service level management' practice?
Your Answer Correct Answer
To support the agreed quality of a service by To support the agreed quality of a service by
handling all agreed, user-initiated service
handling all agreed, user-initiated service requests requests
Question 11 Correct
Points: 2.5/2.5
Which is a recommendation of the 'continual improvement practice?
Your Answer Correct Answer
There should be a small team dedicated to There should be a small team dedicated to
leading continual improvement efforts leading continual improvement efforts
Question 12 Correct
Points: 2.5/2.5
Identify the missing word(s) in the following sentence. A service is a means of enabling value co-
creation by facilitating [?] that customers want to achieve
Your Answer Correct Answer
outcomes outcomes
Question 13 Correct
Points: 2.5/2.5
Which statement about the use of measurement in the 'start where you are' guiding principle is
CORRECT?
Your Answer Correct Answer
It should always be used to support direct It should always be used to support direct
observation observation
Question 14 Correct
Points: 2.5/2.5
Which statement about the automation of service requests is CORRECT?
Your Answer Correct Answer
Service requests and their fulfilment should be Service requests and their fulfilment should be
automated as much as possible automated as much as possible
Question 15 Correct
Points: 2.5/2.5
Which practice is the responsibility of everyone in the organization?
Your Answer Correct Answer
Continual improvement Continual improvement
Question 16 Correct
Points: 2.5/2.5
Which of these activities is carried out as part of 'problem management?
Your Answer Correct Answer
Trend analysis of incident records Trend analysis of incident records
Question 17 Correct
Points: 2.5/2.5
Which practice owns and manages issues, queries and requests from users?
Your Answer Correct Answer
Service desk Service desk
Question 18 Incorrect
Points: 0/2.5
How does a service consumer contribute to the reduction of risk?
Your Answer Correct Answer
By paying for the service By communicating constraints
Question 19 Incorrect
Points: 0/2.5
Identify the missing words in the following sentence.The management of information security
incidents usually requires [?].
Your Answer Correct Answer
*A separate process
Question 20 Correct
Points: 2.5/2.5
What describes the steps needed to create and deliver a specific service to a consumer?
Your Answer Correct Answer
A value stream A value stream
Question 21 Correct
Points: 2.5/2.5
What is the PRIMARY use of a change schedule?
Your Answer Correct Answer
To plan changes and help avoid conflicts To plan changes and help avoid conflicts
Question 22 Incorrect
Points: 0/2.5
Which dimension includes the knowledge needed for the management of services?
Your Answer Correct Answer
Value streams and processes Organizations and people
Question 23 Correct
Points: 2.5/2.5
What actions does a service desk take for all issues, queries and requests that are reported to
them?
Your Answer Correct Answer
Acknowledge, classify, own Acknowledge, classify, own
Question 24 Correct
Points: 2.5/2.5
Which practice has the purpose of ensuring that the organization's suppliers and their
performance are managed appropriately to support the provision of seamless, quality products
and services?
Your Answer Correct Answer
Supplier management Supplier management
Question 25 Correct
Points: 2.5/2.5
Which will NOT be handled as a service request?
Your Answer Correct Answer
The degradation of a service The degradation of a service
Question 26 Correct
Points: 2.5/2.5
Which describes the nature of the guiding principles?
Your Answer Correct Answer
A guiding principle can guide an organization in A guiding principle can guide an organization in
all circumstances all circumstances
Question 27 Correct
Points: 2.5/2.5
What is a change schedule used for?
Your Answer Correct Answer
To help manage normal changes To help manage normal changes
Question 28 Correct
Points: 2.5/2.5
Which statement about the 'change control' practice is CORRECT?
Your Answer Correct Answer
Emergency changes are changes that must be Emergency changes are changes that must be
implemented as soon as possible and therefore implemented as soon as possible and therefore
authorization is expedited authorization is expedited
Question 29 Correct
Points: 2.5/2.5
How should an organization adopt 'continual improvement methods?
Your Answer Correct Answer
Select a few key methods to suit the types of Select a few key methods to suit the types of
improvement that the organization handles improvement that the organization handles
Question 30 Correct
Points: 2.5/2.5
Whihch two practices use workaroundes?
Your Answer Correct Answer
Problem management and incident Problem management and incident
management management
Question 31 Correct
Points: 2.5/2.5
Which describes the utility of a service?
Your Answer Correct Answer
A service that supports the performance of the A service that supports the performance of the
consumer consumer
Question 32 Correct
Points: 2.5/2.5
Which service management dimension is focused on activities and how these are coordinated?
Your Answer Correct Answer
Value streams and processes Value streams and processes
Question 33 Correct
Points: 2.5/2.5
Which describes the principle 'think and work holistically'?
Your Answer Correct Answer
Using the four dimensions of service Using the four dimensions of service
management to ensure coordination of all aspects management to ensure coordination of all
of an improvement initiative aspects of an improvement initiative
Question 34 Correct
Points: 2.5/2.5
What is the purpose of the 'problem management practice?
Your Answer Correct Answer
To reduce the likelihood and impact of To reduce the likelihood and impact of incidents
incidents by identifying actual and potential causes by identifying actual and potential causes of
of incidents, and managing workarounds and incidents, and managing workarounds and
known errors known errors
Question 35 Correct
Points: 2.5/2.5
Which guiding principle considers customer and user experience?
Your Answer Correct Answer
Focus on value Focus on value
Question 36 Correct
Points: 2.5/2.5
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and
maturity assessments?
Your Answer Correct Answer
Continual improvement Continual improvement
Question 37 Correct
Points: 2.5/2.5
What is the purpose of 'supplier management?
Your Answer Correct Answer
To ensure that the organization's suppliers and To ensure that the organization's suppliers and
their performance are managed appropriately to their performance are managed appropriately to
support the provision of seamless, quality products support the provision of seamless, quality
and services. products and services.
Question 38 Correct
Points: 2.5/2.5
Which practice requires that staff demonstrate excellent customer service skills, such as
empathy and emotional intelligence?
Your Answer Correct Answer
Service desk Service desk
Question 39 Correct
Points: 2.5/2.5
What is used to link activities within the service value chain?
Your Answer Correct Answer
opportunity, demand and value opportunity, demand and value
Question 40 Correct
Points: 2.5/2.5
Which describes the utility of a service?
Your Answer Correct Answer
A service that supports the performance of the A service that supports the performance of the
consumer consumer
ITIL 4 Foundation Exam <noreply@quizresults.net> Wed, Feb 26, 2020 at 3:15 PM
To: halimahtussyadiah05@gmail.com
This is an automatically generated email to report quiz results. You are receiving this because the
quiz author has specified your email address for sending quiz results.
Name Halimah Tussyadiah
Email halimahtussyadiah05@gmail.com
Date/Time: February 26, 2020 3:15 PM
Answered: 32 / 40
Your Score: 80 / 100 (80%)
Passing Score: 65 (65%)
Time Spent: 40 min 31 sec
Result Passed
Question 1 Correct
Points: 2.5/2.5
Which is a recommendation of the 'service desk' practice?
Your Answer Correct Answer
Service desks should understand the wider Service desks should understand the wider
organization organization
Question 2 Incorrect
Points: 0/2.5
Which is a potential benefit of using an IT service management tool to support the 'incident
management practice?
Your Answer Correct Answer
It may ensure that the cause of incidents is It may provide automated matching of incidents to
identified within agreed times problems or known errors
Question 3 Correct
Points: 2.5/2.5
What is the PRIMARY use of a change schedule?
Your Answer Correct Answer
To plan changes and help avoid conflicts To plan changes and help avoid conflicts
Question 4 Incorrect
Points: 0/2.5
Which guiding principle recommends collecting data before deciding what can be re-used?
Your Answer Correct Answer
Focus on value Start where you are
Question 5 Incorrect
Points: 0/2.5
Which TWO statements about an organzations culture are CORRECT?(Choose two.)
1.its is created from shared values based on how it carries out is work
2.it is determind by the type qof technology used the support services
3.it should be based on the culture of prospective suppliers
4.it should be based on the objectivites of the organization
Your Answer Correct Answer
1 and 2 1 and 4
Question 6 Correct
Points: 2.5/2.5
Which practices are typically involved in the implementation of a problem resolution?
1. Continual improvement
2. Service request management
3. Service level management
4. Change control
Your Answer Correct Answer
1 and 4 1 and 4
Question 7 Correct
Points: 2.5/2.5
Which value chain activity ensures people understand the organization's vision?
Your Answer Correct Answer
Plan Plan
Question 8 Correct
Points: 2.5/2.5
Which is a recommendation of thecontinual improvement' practice?
Your Answer Correct Answer
There should at least be a small team There should at least be a small team dedkated
dedkated to leading toMlnual Improvement' efforts to leading toMlnual Improvement' efforts
Question 9 Correct
Points: 2.5/2.5
Which is NOT a key focus of the'information and technology' dimension?
Your Answer Correct Answer
Roles and responsibilities Roles and responsibilities
Question 10 Correct
Points: 2.5/2.5
when should a change request be submitted to resolve a problem ?
Your Answer Correct Answer
As soon as the analysis of cost, risks and As soon as the analysis of cost, risks and
benefits justifies the change benefits justifies the change
Question 11 Correct
Points: 2.5/2.5
Which ITIL guiding principle recommends using existing services,processes and tools when
improving services?
Your Answer Correct Answer
Start where you are Start where you are
Question 12 Correct
Points: 2.5/2.5
Which ITIL practice has a purpose that a purpose that includes reducing the likelihood of
incidents?
Your Answer Correct Answer
Problem management Problem management
Question 13 Correct
Points: 2.5/2.5
Which describes the nature of the guiding principles?
Your Answer Correct Answer
Guiding principles can guide an organization in Guiding principles can guide an organization in
all circumstances all circumstances
Question 14 Incorrect
Points: 0/2.5
Which service management dimension is focused on activities and how these are coordinated?
Your Answer Correct Answer
The customer, or their authorized representative The user, or their authorized representative
Question 15 Incorrect
Points: 0/2.5
What should be done first when applying the locus on value guiding principle?
Your Answer Correct Answer
Identify the outcomes that the service Determine who the service consumer Is in each
facilitates situation
Question 16 Incorrect
Points: 0/2.5
Which guiding priciple recommends that the four dimensions of service management are
considered?
Your Answer Correct Answer
Focus on value Think and work holistically
Question 17 Correct
Points: 2.5/2.5
When should a change request be submitted to resolve a problem?
Your Answer Correct Answer
As soon as the analysis of cost, risk and As soon as the analysis of cost, risk and benefits
benefits justifies the change justifies the change
Question 18 Correct
Points: 2.5/2.5
Which guiding principle recommends organizing work into smaller, manageable sections that
can be executed and completed in a timely manner?
Your Answer Correct Answer
Progress iteratively with feedback Progress iteratively with feedback
Question 19 Correct
Points: 2.5/2.5
Which statement about emergency changes is CORRECT?
Your Answer Correct Answer
The assessment and authorizatioon of The assessment and authorizatioon of
emergency changes is exspedited to ensure they c emergency changes is exspedited to ensure they
an be implemented quickly c an be implemented quickly
Question 20 Incorrect
Points: 0/2.5
Which is a key consideration for the guiding principle 'keep it simple and practical?
Your Answer Correct Answer
Ignore the conflicting objectives of different Understand how each element contributes to
stakeholders value creation
Question 21 Correct
Points: 2.5/2.5
Which statement about the value chain activities is CORRECT?
Your Answer Correct Answer
Each value chain activity contributes to the
Each value chain activity contributes to the value
value chain by transforming specific Inputs into chain by transforming specific Inputs into outputs
outputs
Question 22 Correct
Points: 2.5/2.5
Which practice Is responsible for moving components to live environments?
Your Answer Correct Answer
Deployment management Deployment management
Question 23 Correct
Points: 2.5/2.5
Which statement about a change authority is CORRECT?
Your Answer Correct Answer
A change authority should be assigned for A change authority should be assigned for each
each type of change and change model type of change and change model
Question 24 Correct
Points: 2.5/2.5
How does categorization of incidents assist the Incident management' practice?
Your Answer Correct Answer
It helps direct the incident to the correct support It helps direct the incident to the correct support
area area
Question 25 Correct
Points: 2.5/2.5
Which statement about emergency changes is CORRECT?
Your Answer Correct Answer
The assessement and authorization of The assessement and authorization of
emergency changes is expedited to ensure they emergency changes is expedited to ensure they
can be implemented quickly can be implemented quickly
Question 26 Correct
Points: 2.5/2.5
What is the definition of change?
Your Answer Correct Answer
To add, modify or remove anything that could To add, modify or remove anything that could
have a direct or indirect effect on services have a direct or indirect effect on services
Question 27 Correct
Points: 2.5/2.5
What happens if a workaround becomes the permanent way of dealing with a problem that
cannot be resolved cost-effectively?
Your Answer Correct Answer
The problem remains in the known error status The problem remains in the known error status
Question 28 Correct
Points: 2.5/2.5
Which ITIL concept describes governance?
Your Answer Correct Answer
The service value system The service value system
Question 29 Correct
Points: 2.5/2.5
Identify the missing word(s) in the following sentence.
A service Is a means of enabling value co-creation by fadlitating Pi that customers want to
achieve.
Your Answer Correct Answer
outcomes outcomes
Question 30 Correct
Points: 2.5/2.5
How should an organization adopt continual improvement methods?
Your Answer Correct Answer
Select a few key methods for the types of Select a few key methods for the types of
improvement that the organization handles improvement that the organization handles
Question 31 Correct
Points: 2.5/2.5
dentify the missing word in the following sentence. The purpose of the Information security
management' practice is to I?) the organization's information.
Your Answer Correct Answer
protect protect
Question 32 Correct
Points: 2.5/2.5
Which service management dimension is focused on activities and how these are coordinated?
Your Answer Correct Answer
Value streams and processes Value streams and processes
Question 33 Correct
Points: 2.5/2.5
Which practice coordinates the clasification,ownership and incidents?
Your Answer Correct Answer
Service desk Service desk
Question 34 Correct
Points: 2.5/2.5
Which practice has a purpose that includes ensuring that risks have been pro perly assessed?
Your Answer Correct Answer
Change control
Change control
Question 35 Correct
Points: 2.5/2.5
Which is a purpose of the 'service desk' practice?
Your Answer Correct Answer
To capture demand for incident resolution and To capture demand for incident resolution and
service requests service requests
Question 36 Correct
Points: 2.5/2.5
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
Your Answer Correct Answer
problem management problem management
Question 37 Correct
Points: 2.5/2.5
Which practice provides a single of contactfor users?
Your Answer Correct Answer
Service Desk Service Desk
Question 38 Correct
Points: 2.5/2.5
Which service level metrics are BEST for measuring user exsperience?
Your Answer Correct Answer
Metrics linked to defined outcomes Metrics linked to defined outcomes
Question 39 Correct
Points: 2.5/2.5
What are the two types of cost that a service consumer should evaluate?
Your Answer Correct Answer
The costs removed by the service, and the The costs removed by the service, and the costs
costs imposed by the service imposed by the service
Question 40 Incorrect
Points: 0/2.5
Which practice identifies metrics that reflect the customer's experience of a service?
Your Answer Correct Answer
Service desk Service level management
