ITILFND : ITIL 4 Foundation : Part 14

  1. A service offering may include goods, access to resources, and service actions. Which is an example of a service action?

    • A mobile phone enables a user to work remotely
    • A password allows a user connect to a WiFi network.
    • A license allows a user to install a software product
    • A service desk agent provides support to a user
  2. Identify the missing word in the following sentence.

    A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve, without the customer having to manage specific costs and risks.

    • utility
    • warranty
    • outcomes
    • outputs
  3. Which statement about a service value stream is CORRECT?

    • It uses inputs and outputs prescribed by ITIL
    • It is a service value chain activity
    • It integrates practices for a specific scenario
    • It provides an operating model for service providers
  4. What term is used to describe whether a service will meet availability, capacity and security requirements?

    • Outcomes
    • Value
    • Utility
    • Warranty
  5. Which is a low risk change that has been pre-approved so that no additional authorization is needed?

    • A standard change
    • A change model
    • An emergency change
    • A normal change
  6. Which describes the ‘plan’ value chain activity?

    • It ensures a shared understanding of the current status and vision for all products and services across the organization
    • It ensures that services are delivered and supported according to agreed specifications and stakeholders’ expectations
    • It ensures that service components are available when and where they are needed, and meet agreed specifications
    • It ensures continual improvement of products, services, and practices across all value chain activities
  7. Which practice has the purpose of ensuring that the organization’s suppliers and their performance and managed appropriately to support the provision of seamless, quality products and services?

    • Release management
    • Supplier management
    • Service management
    • Relationship management
  8. Which includes governance, management practices, and continual improvement?

    • The service value system
    • The ‘deliver and support’ value chain activity
    • The ‘focus on value’ guiding principle
    • The ‘value stream and processes’ dimension
  9. Which phase of problem management includes analysing incidents to look for patterns and trends?

    • Problem identification
    • Problem control
    • Error control
    • Post-implementation review
  10. Which statement about the ‘optimize and automate’ guiding principle is CORRECT?

    • Activities should be automated before they are optimized
    • Automation is best applied to non-standard tasks
    • Technology eliminates the need for human intervention
    • Automation frees human resources for more complex activities
  11. What is defined as any financially valuable component that can contribute to the delivery of a service?

    • Configuration item
    • Product
    • IT asset
    • Event
  12. Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?

    • Organizations and people
    • Information and technology
    • Partners and suppliers
    • Value streams and processes
  13. Which statement about service requests is CORRECT?

    • Complex service requests should be dealt with as normal changes
    • Service requests that require simple workflows should be dealt with as incidents
    • Service requests require workflows that should use manual procedures and avoid automation
    • Service requests are usually formalized using standard procedures for initiation, approval and fulfilment
  14. Which MOST helps an organization adapt ITIL concepts so that they apply to the organization’s specific circumstances?

    • Continual improvement
    • Service value chain
    • Practices
    • Guiding principles
  15. What is the MAIN benefit of ‘problem management’?

    • Restoring normal service as quickly as possible
    • Reducing the number and impact of incidents
    • Maximizing the number of successful changes
    • Managing workarounds and known errors
  16. Which guiding principle discourages ‘silo activity’?

    • Focus on value
    • Start where you are
    • Collaborate and promote visibility
    • Keep it simple and practical
  17. Which will help solve incidents more quickly?

    • Target resolution times
    • Escalating all incidents to support teams
    • Collaboration between teams
    • Detailed procedural steps for incident investigation
  18. What varies in size and complexity, and uses functions to achieve its objectives?

    • A risk
    • An organization
    • A practice
    • An outcome
  19. Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?

    • Service level management
    • Relationship management
    • Service desk
    • Monitoring and event management
  20. Which dimension considers the application of artificial intelligence to service management?

    • Organizations and people
    • Information and technology
    • Partners and suppliers
    • Value streams and processes
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