Question 1

In which step of the 'continual improvement model' is an improvement plan implemented?

Accepted Answer

A)  What is the vision? 
B)  How do we get there? 
C)  Take action 
D)  Did we get there? 
A)  What is the vision? 
B)  How do we get there? 
C)  Take action 
D)  Did we get there?

Question 2

What is the PRIMARY use of a change schedule?

Accepted Answer

A)  To support the 'incident management' practice and improvement planning 
B)  To manage emergency changes 
C)  To plan changes and help avoid conflicts 
D)  To manage standard changes 
A)  To support the 'incident management' practice and improvement planning 
B)  To manage emergency changes 
C)  To plan changes and help avoid conflicts 
D)  To manage standard changes

Question 3

Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?

Accepted Answer

A)  Supplier management 
B)  Change enablement 
C)  Relationship management 
D)  Service desk 
A)  Supplier management 
B)  Change enablement 
C)  Relationship management 
D)  Service desk

Question 4

What is described by the service value system?

Accepted Answer

A)  How all the components and activities of the organization work together as a system to enable value creation 
B)  Services based on one or more products, designed to address needs of a target consumer group 
C)  Joint activities performed by a service provider and a service consumer to ensure continual value co-creation 
D)  How to apply the systems approach of the guiding principle think and work holistically 
A)  How all the components and activities of the organization work together as a system to enable value creation 
B)  Services based on one or more products, designed to address needs of a target consumer group 
C)  Joint activities performed by a service provider and a service consumer to ensure continual value co-creation 
D)  How to apply the systems approach of the guiding principle think and work holistically

Question 5

Which skill is an essential part of the 'service level management' practice?

Accepted Answer

A)  Technical knowledge 
B)  Listening 
C)  Diagnosis 
D)  Problem analysis 
A)  Technical knowledge 
B)  Listening 
C)  Diagnosis 
D)  Problem analysis

Question 6

What includes governance as a component?

Accepted Answer

A)  Practices 
B)  The service value chain 
C)  The service value system 
D)  The guiding principles 
A)  Practices 
B)  The service value chain 
C)  The service value system 
D)  The guiding principles

Question 7

What is NOT within the scope of service catalogue management?

Accepted Answer

A)  Contribution to the definition of services 
B)  Interfaces between all services and supporting services 
C)  Interfaces between the service catalogue and service portfolio 
D)  Fulfilment of business service requests 
A)  Contribution to the definition of services 
B)  Interfaces between all services and supporting services 
C)  Interfaces between the service catalogue and service portfolio 
D)  Fulfilment of business service requests

Question 8

What should be used to set user expectations for request fulfillment times?

Accepted Answer

A)  The time that the customer indicates for service delivery 
B)  The consumer demand for the service 
C)  The time needed to realistically deliver the service 
D)  The service levels of the supplier 
A)  The time that the customer indicates for service delivery 
B)  The consumer demand for the service 
C)  The time needed to realistically deliver the service 
D)  The service levels of the supplier

Question 9

Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?

Accepted Answer

A)  Service desk 
B)  Monitoring and event management 
C)  Service level management 
D)  Continual improvement 
A)  Service desk 
B)  Monitoring and event management 
C)  Service level management 
D)  Continual improvement

Question 10

Which practice is responsible for moving new or changed components to live or other environments?

Accepted Answer

A)  Release management 
B)  Deployment management 
C)  Change enablement 
D)  Supplier management 
A)  Release management 
B)  Deployment management 
C)  Change enablement 
D)  Supplier management

Question 11

How does information about problems and known errors contribute to 'incident management'?

Accepted Answer

A)  It enables quick and efficient diagnosis of incidents 
B)  It removes the need for regular customer updates 
C)  It removes the need for collaboration during incident resolution 
D)  It enables the reassessment of known errors 
A)  It enables quick and efficient diagnosis of incidents 
B)  It removes the need for regular customer updates 
C)  It removes the need for collaboration during incident resolution 
D)  It enables the reassessment of known errors

Question 12

Which practice forms a link between the service provider and the users of services?

Accepted Answer

A)  Change enablement 
B)  Service level management 
C)  Problem management 
D)  Service desk 
A)  Change enablement 
B)  Service level management 
C)  Problem management 
D)  Service desk

Question 13

Which role approves the cost of services?

Accepted Answer

A)  User 
B)  Change authority 
C)  Sponsor 
D)  Customer 
A)  User 
B)  Change authority 
C)  Sponsor 
D)  Customer

Question 14

Which is handled as a service request?

Accepted Answer

A)  An investigation to identify the cause of an incident 
B)  A compliment about an IT support team 
C)  The failure of an IT service 
D)  An emergency change to implement a security patch 
A)  An investigation to identify the cause of an incident 
B)  A compliment about an IT support team 
C)  The failure of an IT service 
D)  An emergency change to implement a security patch

Question 15

Which is included in the purpose of the 'deliver and support' value chain activity?

Accepted Answer

A)  Meeting stakeholder expectations for time to market 
B)  Understanding the organization's service vision 
C)  Understanding stakeholder needs 
D)  Providing services to agreed specifications 
A)  Meeting stakeholder expectations for time to market 
B)  Understanding the organization's service vision 
C)  Understanding stakeholder needs 
D)  Providing services to agreed specifications

Question 16

What is defined as a change of state that has significate for the management of an IT service?

Accepted Answer

A)  Event 
B)  Incident 
C)  Problem 
D)  Known error 
A)  Event 
B)  Incident 
C)  Problem 
D)  Known error

Question 17

Which describes a set of defined steps for implementing improvements?

Accepted Answer

A)  The 'improve' value chain activity 
B)  The 'continual improvement register' 
C)  The 'continual improvement model' 
D)  The 'engage' value chain activity 
A)  The 'improve' value chain activity 
B)  The 'continual improvement register' 
C)  The 'continual improvement model' 
D)  The 'engage' value chain activity

Question 18

What is recommended by the guiding principle 'progress iteratively with feedback'?

Accepted Answer

A)  A current state assessment that is carried out at the start of an improvement initiative 
B)  The identification of all interested parts at the start of an improvement initiative 
C)  An improvement initiative that is broken into a number of manageable sections 
D)  An assessment of how all the parts of an organization will affect an improvement initiative 
A)  A current state assessment that is carried out at the start of an improvement initiative 
B)  The identification of all interested parts at the start of an improvement initiative 
C)  An improvement initiative that is broken into a number of manageable sections 
D)  An assessment of how all the parts of an organization will affect an improvement initiative

Question 19

Which statement about the steps to fulfill a service request is CORRECT?

Accepted Answer

A)  They should be complex and detailed 
B)  They should be well-known and proven 
C)  They should include incident handling 
D)  They should be brief and simple 
A)  They should be complex and detailed 
B)  They should be well-known and proven 
C)  They should include incident handling 
D)  They should be brief and simple

Question 20

Which statement about problems is CORRECT ?

Accepted Answer

A)  Problems are not related to incidents. 
B)  Problems must be resolved quickly in order to restore normal business activity. 
C)  Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis. 
D)  Problem prioritization involves risk assessment. 
A)  Problems are not related to incidents. 
B)  Problems must be resolved quickly in order to restore normal business activity. 
C)  Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis. 
D)  Problem prioritization involves risk assessment.

In which step of the 'continual improvement model' is an improvement plan implemented?

What is the PRIMARY use of a change schedule?

Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?

What is described by the service value system?

Which skill is an essential part of the 'service level management' practice?

What includes governance as a component?

What is NOT within the scope of service catalogue management?

What should be used to set user expectations for request fulfillment times?

Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?

Which practice is responsible for moving new or changed components to live or other environments?

How does information about problems and known errors contribute to 'incident management'?

Which practice forms a link between the service provider and the users of services?

Which role approves the cost of services?

Which is handled as a service request?

Which is included in the purpose of the 'deliver and support' value chain activity?

What is defined as a change of state that has significate for the management of an IT service?

Which describes a set of defined steps for implementing improvements?

What is recommended by the guiding principle 'progress iteratively with feedback'?

Which statement about the steps to fulfill a service request is CORRECT?

Which statement about problems is CORRECT ?

ITIL Practitioner

ITIL Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

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Exam 3: ITIL 4 Foundation

In which step of the 'continual improvement model' is an improvement plan implemented?

What is the PRIMARY use of a change schedule?

Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?

What is described by the service value system?

Which skill is an essential part of the 'service level management' practice?

What includes governance as a component?

What is NOT within the scope of service catalogue management?

What should be used to set user expectations for request fulfillment times?

Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?

Which practice is responsible for moving new or changed components to live or other environments?

How does information about problems and known errors contribute to 'incident management'?

Which practice forms a link between the service provider and the users of services?

Which role approves the cost of services?

Which is handled as a service request?

Which is included in the purpose of the 'deliver and support' value chain activity?

What is defined as a change of state that has significate for the management of an IT service?

Which describes a set of defined steps for implementing improvements?

What is recommended by the guiding principle 'progress iteratively with feedback'?

Which statement about the steps to fulfill a service request is CORRECT?

Which statement about problems is CORRECT ?

ITIL Practitioner

ITIL Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

Filters