Question 1

When is the earliest that a workaround can be documented in 'problem management'?

Accepted Answer

A)  After the problem has been logged 
B)  After the problem has been prioritized 
C)  After the problem has been analyzed 
D)  After the problem has been resolved 
A)  After the problem has been logged 
B)  After the problem has been prioritized 
C)  After the problem has been analyzed 
D)  After the problem has been resolved

Question 2

What is defined as an unplanned interruption or reduction in the quality of a service?

Accepted Answer

A)  An incident 
B)  A problem 
C)  A change 
D)  An event 
A)  An incident 
B)  A problem 
C)  A change 
D)  An event

Question 3

Which is one of the MAIN concerns of the 'design and transition' value chain activity?

Accepted Answer

A)  Understanding the organization's vision 
B)  Understanding stakeholder needs 
C)  Meeting stakeholder expectations 
D)  Ensuring service components are available 
A)  Understanding the organization's vision 
B)  Understanding stakeholder needs 
C)  Meeting stakeholder expectations 
D)  Ensuring service components are available

Question 4

Which practice makes new services available for use?

Accepted Answer

A)  Change enablement 
B)  Release management 
C)  Deployment management 
D)  IT asset management 
A)  Change enablement 
B)  Release management 
C)  Deployment management 
D)  IT asset management

Question 5

Which dimension includes activities and workflows?

Accepted Answer

A)  Organizations and people 
B)  Information and technology 
C)  Partners and suppliers 
D)  Value streams and processes 
A)  Organizations and people 
B)  Information and technology 
C)  Partners and suppliers 
D)  Value streams and processes

Question 6

Which is an objective of the design coordination process?

Accepted Answer

A)  To produce service design packages and ensure they are handed over to service transition 
B)  To assess and evaluate all changes and their impact on service designs 
C)  To document the initial structure and relationship between services and customers 
D)  To gather and document new service level requirements from the customer 
A)  To produce service design packages and ensure they are handed over to service transition 
B)  To assess and evaluate all changes and their impact on service designs 
C)  To document the initial structure and relationship between services and customers 
D)  To gather and document new service level requirements from the customer

Question 7

What is warranty?

Accepted Answer

A)  Assurance that a product or service will meet agreed requirements 
B)  The amount of money spent on a specific activity or resource 
C)  The functionality offered by a product or service to meet a particular need 
D)  The perceived benefits, usefulness and importance of something 
A)  Assurance that a product or service will meet agreed requirements 
B)  The amount of money spent on a specific activity or resource 
C)  The functionality offered by a product or service to meet a particular need 
D)  The perceived benefits, usefulness and importance of something

Question 8

What is the CORRECT definition of service management?

Accepted Answer

A)  A set of specialized assets for transitioning services into the live operational environment 
B)  A set of specialized organizational capabilities for delivering value to customers in the form of services 
C)  The capability of supplier to deliver services to providers in exchange for money 
D)  The capability of service providers to minimize their costs without reducing the value of the services 
A)  A set of specialized assets for transitioning services into the live operational environment 
B)  A set of specialized organizational capabilities for delivering value to customers in the form of services 
C)  The capability of supplier to deliver services to providers in exchange for money 
D)  The capability of service providers to minimize their costs without reducing the value of the services

Question 9

Which helps to manage an incident when it is unclear which support team should be working on the incident?

Accepted Answer

A)  Disaster recovery plans 
B)  Swarming 
C)  Target resolution times 
D)  Self-help 
A)  Disaster recovery plans 
B)  Swarming 
C)  Target resolution times 
D)  Self-help

Question 10

Which is a use of the change schedule?

Accepted Answer

A)  Assigning resources to changes 
B)  Deciding the approval authority for changes 
C)  Automating the change process 
D)  Creating change models 
A)  Assigning resources to changes 
B)  Deciding the approval authority for changes 
C)  Automating the change process 
D)  Creating change models

Question 11

Which statement about a 'continual improvement register' is CORRECT?

Accepted Answer

A)  It should be managed at the senior level of the organization 
B)  It should be used to capture user demand 
C)  There should only be one for the whole organization 
D)  It should be re-prioritized as ideas are documented 
A)  It should be managed at the senior level of the organization 
B)  It should be used to capture user demand 
C)  There should only be one for the whole organization 
D)  It should be re-prioritized as ideas are documented

Question 12

What are the MOST important skills required by service desk staff?

Accepted Answer

A)  Incident analysis skills 
B)  Technical skills 
C)  Problem resolution skills 
D)  Supplier management skills 
A)  Incident analysis skills 
B)  Technical skills 
C)  Problem resolution skills 
D)  Supplier management skills

Question 13

Which helps to streamline the fulfilment of service requests?

Accepted Answer

A)  Understanding which service requests can be accomplished with limited approvals 
B)  Creating new workflows for every service request 
C)  Separating requests relating to service failures from the degradation of services 
D)  Eliminating service requests which have complex workflows 
A)  Understanding which service requests can be accomplished with limited approvals 
B)  Creating new workflows for every service request 
C)  Separating requests relating to service failures from the degradation of services 
D)  Eliminating service requests which have complex workflows

Question 14

Which is a purpose of the 'service desk' practice?

Accepted Answer

A)  To minimize the negative impact of incidents by restoring normal service operation as quickly as possible 
B)  To be the entry point and single point of contact for the service provider with all of its users 
C)  To support the agreed quality of a service by handling all pre-defined, user-initiated service requests 
D)  To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels 
A)  To minimize the negative impact of incidents by restoring normal service operation as quickly as possible 
B)  To be the entry point and single point of contact for the service provider with all of its users 
C)  To support the agreed quality of a service by handling all pre-defined, user-initiated service requests 
D)  To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels

Question 15

What helps diagnose and resolve a simple incident?

Accepted Answer

A)  Rapid escalation 
B)  Formation of a temporary team 
C)  The use of scripts 
D)  Problem prioritization 
A)  Rapid escalation 
B)  Formation of a temporary team 
C)  The use of scripts 
D)  Problem prioritization

Question 16

When should a workaround be created?

Accepted Answer

A)  As soon as possible, once the incident is logged 
B)  After the resolution of a problem 
C)  When a problem cannot be resolved quickly 
D)  When a potential permanent solution has been identified 
A)  As soon as possible, once the incident is logged 
B)  After the resolution of a problem 
C)  When a problem cannot be resolved quickly 
D)  When a potential permanent solution has been identified

Question 17

Which of these should be logged and managed as a problem?

Accepted Answer

A)  A user requests delivery of a laptop 
B)  A monitoring tool detects a change of state for a service 
C)  Trend analysis shows a large number of similar incidents 
D)  'Continual improvement' needs to prioritize an improvement opportunity 
A)  A user requests delivery of a laptop 
B)  A monitoring tool detects a change of state for a service 
C)  Trend analysis shows a large number of similar incidents 
D)  'Continual improvement' needs to prioritize an improvement opportunity

Question 18

Which guiding principle focuses on reducing costs and human errors?

Accepted Answer

A)  Focus and value 
B)  Collaborate and promote visibility 
C)  Optimize and automate 
D)  Think and work holistically 
A)  Focus and value 
B)  Collaborate and promote visibility 
C)  Optimize and automate 
D)  Think and work holistically

Question 19

What is the purpose of the 'relationship management' practice?

Accepted Answer

A)  To establish and nurture the links between the organization and its stakeholders 
B)  To align the organization's practices and services with changing business needs 
C)  To set clear business-based targets for service performance 
D)  To support the agreed quality of a service handling all agreed, user-initiated service requests 
A)  To establish and nurture the links between the organization and its stakeholders 
B)  To align the organization's practices and services with changing business needs 
C)  To set clear business-based targets for service performance 
D)  To support the agreed quality of a service handling all agreed, user-initiated service requests

Question 20

Which practice owns and manages issues, queries and requests from users?

Accepted Answer

A)  Incident management 
B)  Service desk 
C)  Change control 
D)  Problem management 
A)  Incident management 
B)  Service desk 
C)  Change control 
D)  Problem management

When is the earliest that a workaround can be documented in 'problem management'?

What is defined as an unplanned interruption or reduction in the quality of a service?

Which is one of the MAIN concerns of the 'design and transition' value chain activity?

Which practice makes new services available for use?

Which dimension includes activities and workflows?

Which is an objective of the design coordination process?

What is warranty?

What is the CORRECT definition of service management?

Which helps to manage an incident when it is unclear which support team should be working on the incident?

Which is a use of the change schedule?

Which statement about a 'continual improvement register' is CORRECT?

What are the MOST important skills required by service desk staff?

Which helps to streamline the fulfilment of service requests?

Which is a purpose of the 'service desk' practice?

What helps diagnose and resolve a simple incident?

When should a workaround be created?

Which of these should be logged and managed as a problem?

Which guiding principle focuses on reducing costs and human errors?

What is the purpose of the 'relationship management' practice?

Which practice owns and manages issues, queries and requests from users?

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

When is the earliest that a workaround can be documented in 'problem management'?

What is defined as an unplanned interruption or reduction in the quality of a service?

Which is one of the MAIN concerns of the 'design and transition' value chain activity?

Which practice makes new services available for use?

Which dimension includes activities and workflows?

Which is an objective of the design coordination process?

What is warranty?

What is the CORRECT definition of service management?

Which helps to manage an incident when it is unclear which support team should be working on the incident?

Which is a use of the change schedule?

Which statement about a 'continual improvement register' is CORRECT?

What are the MOST important skills required by service desk staff?

Which helps to streamline the fulfilment of service requests?

Which is a purpose of the 'service desk' practice?

What helps diagnose and resolve a simple incident?

When should a workaround be created?

Which of these should be logged and managed as a problem?

Which guiding principle focuses on reducing costs and human errors?

What is the purpose of the 'relationship management' practice?

Which practice owns and manages issues, queries and requests from users?

ITIL Practitioner

ITIL Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

Filters