Which guiding principle indicates the importance of using technology efficient and effective management of services?
Which practice has a purpose that includes restoring normal service operation as quickly as possible?
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Answer : Incident management ITIL Foundation Certification Exam Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?
Answer : Focus on value Which guiding principle recommends assessing the current state and deciding what can be reused?
Answer : Start where you are Which is the BEST example of an emergency change?
Answer : The implementation of a security patch to a critical software application ITIL 4 Foundation Practice Certification Exams (6 Exams) Set 5 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.
Answer : service value system How do all value chain activities transform inputs to outputs?
Answer : By using a combination of practices Which is the purpose of the 'monitoring and event management' practice?
Answer : To systematically observe services and service components, and record and report selected changes of state ITIL Foundation Certification Exam Mock 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.
Answer : outcomes How does customer engagement contribute to the 'service level management' practice? 1. It captures information that metrics can be based on 2. It ensures the organization meets defined service levels 3. It defines the workflows for service requests 4. It supports progress discussions
Answer : 1 and 4 Why should service desk staff detect recurring issues?
Answer : To help identify problems ITIL Foundation Certification Exam Questions Which is intended to help an organization adopt and adapt ITIL guidance?
Answer : The guiding principles Which term describes the functionality offered by a service?
Answer : Utility Which statement about known errors and problems is CORRECT?
Answer : Known error is the status assigned to a problem after it has been analysed ITIL 4 Sample Exams [2021] Set 2 Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?
Answer : IT asset management Identify the missing word in the following sentence. A known error is a problem that has been [?] and has not been resolved.
Answer : analysed Which joint activity performed by a service provider and service consumer ensures continual value co-creation?
Answer : Service relationship management ITIL 4 Foundation Practice Certification Exams (6 Exams) Set 5 Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?
Answer : Progress iteratively with feedback Which value chain activity communicates the current status of all four dimensions of service management?
Answer : Plan What does the 'service request management' practice depend on for maximum efficiency?
Answer : Processes and procedures ITIL Foundation Certification Exam Questions Which practice provides visibility of the organization's services by capturing and reporting on service performance?
Answer : Service level management Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?
Answer : Service configuration management How should an organization include third-party suppliers in the continual improvement of services?
Answer : Ensure suppliers include details of their approach to service improvement in contracts ITIL Foundation Certification Exam Questions and Answers Which practice may involve the initiation of disaster recovery?
Answer : Incident management What is a problem?
Answer : A cause or potential cause of one or more incidents What type of change is MOST likely to be managed by the 'service request management' practice?
Answer : A standard change ITIL 4 Sample Exams [2021] Set 1 Which practice provides support for managing feedback, compliments and complaints from users?
Answer : Service request management What considerations influence the supplier strategy of an organization?
Answer : Corporate culture of the organization What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve?
Answer : A service ITIL Foundation Certification Exam Questions and Answers What should be done for every problem?
Answer : It should be prioritized based on its potential impact and probability What should all 'continual improvement' decisions be based on?
Answer : Accurate and carefully analysed data A service offering may include goods, access to resources, and service actions. Which is an example of a service action?
Answer :A service desk agent provides support to a user Which describes a CORRECT approach to change authorization?
Answer :Normal changes should be assessed and authorized before they are deployed Which statement about a service value stream is CORRECT?
Answer :It integrates practices for a specific scenario Which statement about outputs is CORRECT?
Answer :They contribute to the achievement of outcomes Which is an example of a business-related measurement?
Answer :The number of passengers checked in Which includes governance, management practices, and continual improvement?
Answer :The service value system Which practice is used to confirm customer requirements for services?
Answer :Service level management What is the definition of a problem?
Answer :A cause, or potential cause, of one or more incidents Which practice provides a communications point for users to report operational issues, queries and requests?
Answer :Service desk What is utility?
Answer :The functionality offered by a service to meet a particular need An organization is notified by a supplier about a defect in a software product that they use. Which practice describes the activities needed to log and manage this?
Answer :Incident management How should the seven guiding principles be combined when an organization is making a decision?
Answer :By reviewing each guiding principle to decide how relevant it is to the specific decision An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?
Answer :Collaborate and promote visibility Which practice has a strong influence on the user experience and perception of the service provider?
Answer :Service desk Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
Answer :Information security management Which principle concentrates on service consumers?
Answer :Focus on value What must always be done before an activity is automated?
Answer :Check that the activity has already been optimized Which statement about service requests is CORRECT?
Answer :Service requests are usually formalized using standard procedures for initiation, approval and fulfillment Which is the BEST description of the value of a service to a customer?
Answer :The customer's perception of the benefits of using the service Which practice is responsible for moving new or changed components to live or other environments?
Answer :Deployment management Who is responsible for embedding continuing improvement into the way people think and work at a workplace?
Answer :Highest levels of the organization Who defines the requirements for a service and takes responsibility for the outcomes of service consumption?
Answer :Customer What is important for the success of ITSM?
Answer :Relationships with all key stakeholders are understood and managed. Services that an organization provides are based on
Answer :One or more of its products Which of the following would an organization consider its resources? 1. People 2. Information and technology 3. Value streams and processes 4. Partners and suppliers
Answer :All of the above A customer achieves value from a services without having to manage?
Answer :Cost and risk An outcome can be described as a?
Answer :Result for a stakeholder enabled by one or more outputs Service providers present their services to consumers in the form of?
Answer :Service offerings Service offering generally includes? 1. Goods 2. Access to resources 3. Service actions. 4. Technology
Answer :1, 2 and 3 When goods are transferred from the provider to the consumer, who takes responsibility for their future use?
Answer :Consumer Service actions must be performed by the service provider according to?
Answer :Agreement Which of the following ownership is not transferred to the customer?
Answer :Access to resources What is establish between two or more organizations to co-create value?
Answer :Service relationship What is a tangible or intangible deliverable of an activity?
Answer :Output What are the two types of cost from a service consumer's perspective?
Answer :Costs removed and cost imposed by the service What is a possible event that could cause harm to loss?
Answer :Risk What can be summarized as 'what the service can do'?
Answer :Utility What practice ensures that conflicting stakeholder requirements are mediated appropriately?
Answer :Relationship management practice What recovers from incidents after they have been detected?
Answer :Correction What would be considered 'fit for use'
Answer :Warranty What ensures that someone can't deny that they took an action?
Answer :Non-repudiation Products are configurations of?
Answer :Resources What can cause services to become undeliverable or not meeting expectations?
Answer :Failing to address all four dimensions properly What should every person in the organization have a clear understanding of?
Answer :Their contribution towards creating value The organizations and people dimension of a service covers: 1. Roles 2. Formal organization structures
Answer :1 and 2 only What is one or more metrics that defines expected or achieved service quality?
Answer :Service level Which approach to deployment is done to when new or changed components are deployed to all targets at the same time?
Answer :Big bang deployment ________________ is any financially valuable component that can contribute to the delivery of an IT product or service.
Answer :IT Asset Information security management must be driven from?
Answer :Senior level management What would be considered 'fit for purpose'?
Answer :Utility If a security incident cannot be prevented, what must be done?
Answer :Detection of the security of incident Information security is critically dependent on the?
Answer :Behavior of people What ensures that someone is who they claim to be?
Answer :Authentication What can be summarized as 'how the service performs?
Answer :Warranty The purpose of the ___________ practice is to protect the information needed by the organization to conduct its business.
Answer :Information security management The organization should evaluate and select suppliers based on 1. Importance and impact 2. Risk 3. Cost
Answer :1, 2, and 3 What is the ability of an organization, person, process, application, configuration item, or IT service to carry out an activity called?
Answer :Capability Service offerings describes?
Answer :One or more services based on one or more products. What is a repeatable approach to the management of a particular type of change?
Answer :Change model What is a security objective that ensures information is not made available or disclosed to unauthorized entities?
Answer :Confidentiality Almost all services today are considered to be:
Answer :IT-enabled What are two key components of the ITIL framework?
Answer :Service value system and four dimensions model How many core components does the service value system(SVS) contain?
Answer :5
What part of the SVS helps to create the foundation for an organization culture?
Answer :Guiding principles Customers will get value through the use of?
Answer :Services What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
Answer :Service management Value is subject to the?
Answer :Perception of the stakeholder What does value co-creation means?
Answer :Value is co-created between providers and consumers What is considered a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its goals?
Answer :Organization When provisioning services, an organization takes on the role of a?
Answer :Service provider Who authorizes the budget for service consumption?
Answer :Sponsor Which of the following is not part of the four dimensions model?
Answer :Process streams and procedures What is the purpose of an organization?
Answer :To create value for stakeholders Value is co-created through active collaboration between?
Answer :Providers and consumers When receiving services, an organization takes on the role of the?
Answer :Service consumer All activities conducted by the organization should link back, directly or indirectly to?
Answer :Value When focusing on value what should be done after the provider knows who the service is for?
Answer :Find out the consumer perspectives of value Before starting over and creating new services a provider should?
Answer :Consider what is already available to be leveraged. Progress should be done?
Answer :Iteratively with feedback What is a feedback loop?
Answer :An output of one activity is an input to another activity What is a version of the final product which allows the maximum amount of validated learning with the least effort?
Answer :Minimum viable product What is considered a 'silo activity'?
Answer :Isolated work Working together in a way that leads to real accomplishment requires information, understanding, and _____________.
Answer :Trust What leads to poor decision-making, which in turn impacts the organization's ability to improve internal capabilities?
Answer :Insufficient visibility of work What does it mean to understanding how all the parts of an organization work together in an integrated way?
Answer :Think and work holistically When trying to accomplish an objective you should?
Answer :Use the minimum number of steps What is the best route to achieving quick wins?
Answer :Simplicity What refers to the use of technology to perform a step or series of steps correctly and consistently with limited or no human intervention?
Answer :Automation The governing body of an organization is?
Answer :Accountable for the organization's compliance with policies and any external regulations. Which practice focuses on reducing the likelihood of incidents?
Answer :Problem management What in the service value chain ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across the organization?
Answer :Plan Software assets must be protected from unlawful?
Answer :Copying Hardware assets must be labelled for clear?
Answer :Identification IT asset management maintains information about the assets, their costs, and?
Answer :Related contracts The IT asset register is often combined (or federated) with the information stored in a?
Answer :Configuration management system (CMS) What is it called when the CI itself generates the operational alerts?
Answer :Passive monitoring What is it called when tools will poll key CIs, looking at their status to generate alerts when an exception condition is identified?
Answer :Active monitoring Problem control activities include problem analysis, and documenting workarounds and?
Answer :Known errors Problems are prioritized for analysis based on the?
Answer :Risk they pose Workarounds are documented in?
Answer :Problem records What is the guiding principle approach to service management?9 Guiding Principles for Service Management Leaders. Focus on Value. It seems obvious doesn't it? ... . Design for Experience. But don't think about value too narrowly. ... . Start Where You Are. ... . Work Holistically. ... . Progress Iteratively. ... . Observe Directly. ... . Be Transparent. ... . Collaborate.. What are the 7 guiding principles?The seven ITIL guiding principles are:. Focus on value.. Start where you are.. Progress iteratively with feedback.. Collaborate and promote visibility.. Think and work holistically.. Keep it simple and practical.. Optimize and automate.. Which is a guiding principle of ITLS value system?1. Focus on value. Everything the organization does should link back, directly or indirectly, to value for itself, its customers, and other stakeholders. When focusing on value, the first step is to know who are the customers and key stakeholders being served.
Which of these are guiding principles of ITIL?The updated ITIL guiding principles are:. Focus on Value. Everything the organization does should create value for stakeholders. ... . Start where you are. ... . Progress iteratively with feedback. ... . Collaborate and promote visibility. ... . Think and work holistically. ... . Keep it simple and practical. ... . Optimize and automate.. |
