ITILFND : ITIL 4 Foundation : Part 11
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Which statement about outcomes is CORRECT?
- They are deliverables provided to service consumers.
- They allow service consumers to achieve a desired result.
- They provide products to service providers based on outputs.
- The co-create value for service providers by reducing costs and risks.
Explanation:
Reference:
https://www.axelos.com/news/blogs/february-2015/difference-between-outputs-and-outcomes-in-itsm
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Which guiding principle says that services and processes should NOT provide a solution for every exception?
- Keep it simple and practical
- Think and work holistically
- Optimize and automate
- Collaborate and promote visibility
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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 performances are [?] appropriately to support the seamless provision of quality products and services.
- measured
- rewarded
- managed
- defined
Explanation:Reference:https://www.bmc.com/blogs/itil-management-practices/ -
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 [?], and the CIs that support them, is available when and where it is needed.
- relationships with suppliers
- configuration of services
- skills of people
- authorization of changes
Explanation:Reference:https://wiki.process-symphony.com.au/framework/lifecycle/process/service-configuration-management-itil-4/ -
Which practice requires skills and competencies related to business analysis, supplier management and relationship management?
- Monitoring and event management
- Incident management
- Service level management
- IT asset management
Explanation:Reference:https://advisera.com/20000academy/blog/2019/06/17/sfia-and-itil-a-winning-combination-for-it-businesses/ -
When should a workaround be created?
- As soon as possible, once the incident is logged
- After the resolution of a problem
- When a problem cannot be resolved quickly
- When a potential permanent solution has been identified
Explanation:Reference:https://www.globalknowledge.com/us-en/resources/resource-library/articles/incidents-and-problems-workarounds/ -
What is a configuration item?
- Any financially valuable component that can contribute to delivery of an IT product or service
- Any component that needs to be managed in order to deliver an IT service
- Any change of state that has significance for the management of a service
- A problem that has been analyzed but has not been resolved
Explanation:Reference:https://www.bmc.com/blogs/itil-key-terms/ -
Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].
- existing information
- new methods
- additional measurements
- revised processes
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Which is a use of the change schedule?
- Assigning resources to changes
- Deciding the approval authority for changes
- Automating the change process
- Creating change models
Explanation:Reference:https://www.bmc.com/blogs/itil-change-enablement/ -
Which dimension of service management considers the workflows and controls needed to deliver services?
- Organization and people
- Information and technology
- Partners and suppliers
- Value streams and processes
Explanation:Reference:https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-four-dimensions-it-service-management -
Which guiding principle considers how the steps of a process can be performed as efficiently as possible?
- Start where you are
- Focus on value
- Think and work holistically
- Optimize and automate
Explanation:Reference:https://www.sysaid.com/blog/entry/the-7-guiding-principles-of-itil-4-practical-advice-to-help-you-make-decisions -
Which statement about the ‘incident management’ practice is CORRECT?
- It identifies the cause of major incidents.
- It authorizes changes to resolve incidents.
- It maintains detailed procedures for diagnosing incidents.
- It resolves the highest impact incidents first.
Explanation:Reference:https://www.bmc.com/blogs/itil-incident-management/ -
How should an organization prioritize incidents?
- Ask the user for their preferred resolution timeframe.
- Assess the availability of the appropriate support team.
- Use an agreed classification which is based on the business impact of the incident.
- Create an order of incidents based on the dates and times when they were logged.
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Which is a purpose of the ‘relationship management’ practice?
- To systematically observe services and service components
- To protect the information needed by the organization to conduct its business
- To be the entry point and single point of contact for the service provider with all of its users
- To identify, analyze, monitor, and continually improve links with stakeholders
Explanation:Reference:https://wiki.process-symphony.com.au/framework/lifecycle/process/relationship-management-itil-4/ -
Which statement about problems is CORRECT?
- Problems are not related to incidents.
- Problems must be resolved quickly in order to restore normal business activity.
- Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis.
- Problem prioritization involves risk assessment.
Explanation:Reference:https://www.bmc.com/blogs/itil-problem-management/ -
Which is a risk that might be removed from a service consumer by an IT service?
- Service provider ceasing to trade
- Security breach
- Failure of server hardware
- Cost of purchasing servers
Explanation:Reference:https://www.bmc.com/blogs/itil-key-concepts-service-management/ -
Which is one of the MAIN concerns of the ‘design and transition’ value chain activity?
- Understanding the organization’s vision
- Understanding stakeholder needs
- Meeting stakeholder expectations
- Ensuring service components are available
Explanation:
The purpose of ‘obtain/build’ value chain activity is “to ensure that service components are available when and where they are needed, and meet agreed specifications.” Service components for ‘deliver and support’ and service components for design and transition are key outputs of ‘obtain/build’ value chain activity. -
Which is a result of applying the guiding principle ‘progress iteratively with feedback’?
- The ability to discover and respond to failure earlier
- Standardization of practices and services
- Understanding the customer’s perception of value
- Understanding the current state and identifying what can be reused
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Which practice is responsible for moving new or changed components to live or other environments?
- Release management
- Deployment management
- Change enablement
- Supplier management
Explanation:Reference:https://www.sysaid.com/blog/entry/itil-4-practices-whats-new-and-changed -
Which should be handled by ‘service request management’?
- A request to implement a security patch
- A request to provide a laptop
- A request to resolve an error in a service
- A request to change a target in a service level agreement
Explanation:Reference:https://www.atlassian.com/itsm/service-request-management
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