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ITIL-4-Foundation Questions and Answers

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Viewing questions 21-30 out of questions

Questions # 21:

Which practice conducts reviews to validate that services are covering the needs of the customer?

Options:

Monitoring and event management

Service level management

Change enablement

Service desk

Answer

Questions # 22:

What is defined as "the role that uses services?

Options:

Service consumer

Customer

User

Sponsor

Answer

Explanation

User: A person who uses services; e.g. the company employees.

https://www.bmc.com/blogs/itil-key-concepts-service-management/

Questions # 23:

Which is a key element of the 'think and work holistically' guiding principle?

Options:

Assessing which procedures can be re-used when improving a service

Understanding the methods applicable to complex systems

Eliminating metrics which do not contribute to achieving an objective

Using technology for standard tasks to give people time for complex activities

Answer

Explanation

No service, practice, process, department, or supplier stands alone. The outputs that the organization delivers to itself, its customers, and other stakeholders will suffer unless it works in an integrated way to handle its activities as a whole, rather than as separate parts.

Taking a holistic approach to service management includes establishing an understanding of how all the parts of an organization work together in an integrated way (remember the four dimensions of service management?), including having an end-to-end visibility of how demand is captured and translated into outcomes. In a complex system, the alteration of one element can impact others and, where possible, these impacts need to be identified, analysed and planned for.

To apply this principle successfully, consider this advice:

Recognize the complexity of the systems

Collaboration is key to thinking and working holistically

Where possible, look for patterns in the needs of and interactions between system elements

Automation can facilitate working holistically

https://www.bmc.com/blogs/itil-guiding-principles/

Questions # 24:

Which practice balance management of risk with maximizing throughput?

Options:

Change enablement

Continual improvement

Incident management

Problem management

Answer

Explanation

The purpose of the change enablement practice is to maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.

Questions # 25:

Identify the missing word(s) in the following sentence.

A(n) [?] is the cause, or potential cause, of one or more incidents.

Options:

Known error

Change

Event

Problem

Answer

Questions # 26:

Which is the FIRST action when optimizing a service?

Options:

Assess the current state

Implement the improvement

Understand the organizational context

Agree the future state

Answer

Explanation

There are many ways in which practices and services can be optimized. Regardless of the specific techniques, the path to optimization follows these high-level steps:

Understand and agree the context in which the proposed optimization exists

Assess the current state of the proposed optimization

Agree what the future state and priorities of the organization should be, focusing on simplification and value

Ensure the optimization has the appropriate level of stakeholder engagement and commitment

Execute the improvements in an iterative way

Continually monitor the impact of optimization

https://www.bmc.com/blogs/itil-g uiding-principles/

Questions # 27:

Identify the missing word in the following sentence.

Sponsor is the role that authorizes budget for service [?)

Options:

value

consumption

management

provision

Answer

Explanation

Sponsor: A person who authorizes budget for service consumption; e.g., the Finance Manager

https://www.bmc.com/blogs/itil-key-concepts-service-management/#:~:text=Sponsor%3A%20A %20person%20who%20authorizes,%3B%20e.g.%2C%20the%20Finance%20Manager.

Questions # 28:

What is the definition of service management?

Options:

A set of specialized organizational capabilities for enabling value for customers in the form of services

A result for a stakeholder enabled by one or more outputs

A formal description of one or more services designed to address the needs of a target consumer group

Joint activities performed by a service provider and a service consumer to ensure continual value co-creation

Answer

Explanation

Service management is the term used to describe how organizations manage their services to deliver value to their customers and other stakeholders. Service management requires a set of specialized organizational capabilities, such as processes, roles, tools, and competencies, that enable the effective and efficient delivery of services1. Service management is also a professional practice supported by an extensive body of knowledge, experience, and skills3. References: ITIL Foundation - ITIL 4 Edition, page 2; ITIL® 4 – A Pocket Guide, page 11.

Questions # 29:

Which practice has a purpose that includes managing authentication and non-repudiation?

Options:

Information security management

Change enablement

Service configuration management

IT asset management

Answer

Questions # 30:

Which statement about the inputs and outputs of the value chain activities is CORRECT?

Options:

Inputs and outputs are fixed for each value chain activity

Some value chain activities only have inputs, whereas others only have outputs

The organization's governance will determine the inputs and outputs of each value chain activity

Each value chain activity receives inputs and provides outputs

Answer

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