Question 1

Which practice updates information relating to symptoms and business impact?

Accepted Answer

A)  Service level management 
B)  Change control 
C)  Service request management 
D)  Incident management 
A)  Service level management 
B)  Change control 
C)  Service request management 
D)  Incident management

Question 2

Which is a purpose of the 'service level management' practice?

Accepted Answer

A)  To establish and nurture the links between the organization and its stakeholders 
B)  To ensure that the organization's suppliers and their performance are managed appropriately 
C)  To set clear business-based targets for service levels 
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 ensure that the organization's suppliers and their performance are managed appropriately 
C)  To set clear business-based targets for service levels 
D)  To support the agreed quality of a service handling all agreed, user-initiated service requests

Question 3

What is a cause, or potential cause, of one or more incidents?

Accepted Answer

A)  A configuration item 
B)  A workaround 
C)  An incident 
D)  A problem 
A)  A configuration item 
B)  A workaround 
C)  An incident 
D)  A problem

Question 4

What can a service remove from the consumer and impose on the consumer?

Accepted Answer

A)  Utility 
B)  Asset 
C)  Cost 
D)  Outcome 
A)  Utility 
B)  Asset 
C)  Cost 
D)  Outcome

Question 5

Which is part of service provision?

Accepted Answer

A)  The management of resources configured to deliver the service 
B)  The management of resources needed to consume the service 
C)  The grouping of one or more services based on one or more products 
D)  The joint activities performed to ensure continual value co-creation 
A)  The management of resources configured to deliver the service 
B)  The management of resources needed to consume the service 
C)  The grouping of one or more services based on one or more products 
D)  The joint activities performed to ensure continual value co-creation

Question 6

What is the MOST important reason for prioritizing incidents?

Accepted Answer

A)  To ensure that user expectations are realistic 
B)  To ensure that incidents with highest impact are resolved first 
C)  To help information-sharing are learning 
D)  To provide links to related changes and known errors 
A)  To ensure that user expectations are realistic 
B)  To ensure that incidents with highest impact are resolved first 
C)  To help information-sharing are learning 
D)  To provide links to related changes and known errors

Question 7

Which practice would help a user gain access to an application that they need to use?

Accepted Answer

A)  Service configuration management 
B)  Change enablement 
C)  Service request management 
D)  Service level management 
A)  Service configuration management 
B)  Change enablement 
C)  Service request management 
D)  Service level management

Question 8

What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?

Accepted Answer

A)  Service management 
B)  Continual improvement 
C)  A service 
D)  An IT asset 
A)  Service management 
B)  Continual improvement 
C)  A service 
D)  An IT asset

Question 9

Which practice needs people who understand complex systems and have creative and analytical skills?

Accepted Answer

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

Question 10

Identify the missing words in the following sentence. The 'incident management' practice should maintain [?] for logging and managing incidents.

Accepted Answer

A)  a dedicated team 
B)  a formal process 
C)  detailed procedures 
D)  a value chain activity 
A)  a dedicated team 
B)  a formal process 
C)  detailed procedures 
D)  a value chain activity

Question 11

Which term relates to service levels aligned with the needs of service consumers?

Accepted Answer

A)  Service management 
B)  Warranty 
C)  Cost 
D)  Utility 
A)  Service management 
B)  Warranty 
C)  Cost 
D)  Utility

Question 12

Which guiding principle recommends coordinating all dimensions of service management?

Accepted Answer

A)  Start where you are 
B)  Progress iteratively with feedback 
C)  Think and work holistically 
D)  Keep it simple and practical 
A)  Start where you are 
B)  Progress iteratively with feedback 
C)  Think and work holistically 
D)  Keep it simple and practical

Question 13

Which statement about the 'change enablement' practice is CORRECT?

Accepted Answer

A)  Service requests are usually normal changes that can be implemented quickly without authorization 
B)  Emergency changes are changes that must be fully tested and fully documented prior to implementation 
C)  Standard changes are changes that need to be scheduled, assessed and authorized following a standard process 
D)  Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited 
A)  Service requests are usually normal changes that can be implemented quickly without authorization 
B)  Emergency changes are changes that must be fully tested and fully documented prior to implementation 
C)  Standard changes are changes that need to be scheduled, assessed and authorized following a standard process 
D)  Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited

Question 14

When should a change request be submitted to resolve a problem?

Accepted Answer

A)  As soon as a solution for the problem has been identified 
B)  As soon as a workaround for the problem has been identified 
C)  As soon as the analysis of the frequency and impact of incidents justifies the change 
D)  As soon as the analysis of cost, risks and benefits justifies the change 
A)  As soon as a solution for the problem has been identified 
B)  As soon as a workaround for the problem has been identified 
C)  As soon as the analysis of the frequency and impact of incidents justifies the change 
D)  As soon as the analysis of cost, risks and benefits justifies the change

Question 15

What is typically needed to assign complex incidents to support groups?

Accepted Answer

A)  A self-help tool 
B)  The incident priority 
C)  A change schedule 
D)  The incident category 
A)  A self-help tool 
B)  The incident priority 
C)  A change schedule 
D)  The incident category

Question 16

What does 'change enablement' PRIMARILY focus on?

Accepted Answer

A)  Changes to service levels 
B)  Changes to products and services 
C)  Changes to organizational structure 
D)  Changes to skills and competencies 
A)  Changes to service levels 
B)  Changes to products and services 
C)  Changes to organizational structure 
D)  Changes to skills and competencies

Question 17

An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?

Accepted Answer

A)  Collaborate and promote visibility 
B)  Start where you are 
C)  Focus on value 
D)  Keep it simple and practical 
A)  Collaborate and promote visibility 
B)  Start where you are 
C)  Focus on value 
D)  Keep it simple and practical

Question 18

What do customer perceptions and business outcomes help to define?

Accepted Answer

A)  The value of a service 
B)  Service metrics 
C)  The total cost of a service 
D)  Key performance indicators (KPIs) 
A)  The value of a service 
B)  Service metrics 
C)  The total cost of a service 
D)  Key performance indicators (KPIs)

Question 19

Which is a key requirement for a successful service level agreement (SLA)?

Accepted Answer

A)  Using individual metrics that relate to the service catalogue 
B)  Using bundled metrics to relate performance to outcomes 
C)  Using single-system-based metrics that relate to outputs 
D)  Using an agreement between the service provider and service supplier 
A)  Using individual metrics that relate to the service catalogue 
B)  Using bundled metrics to relate performance to outcomes 
C)  Using single-system-based metrics that relate to outputs 
D)  Using an agreement between the service provider and service supplier

Question 20

Which TWO are important aspects of the 'service request management' practice? 1. Standardization and automation
2) Providing a variety of channels for access
3) Establishing a shared view of targets
4) Policies for approvals

Accepted Answer

A)  1 and 2 
B)  2 and 3 
C)  3 and 4 
D)  1 and 4 
A)  1 and 2 
B)  2 and 3 
C)  3 and 4 
D)  1 and 4

Which practice updates information relating to symptoms and business impact?

Which is a purpose of the 'service level management' practice?

What is a cause, or potential cause, of one or more incidents?

What can a service remove from the consumer and impose on the consumer?

Which is part of service provision?

What is the MOST important reason for prioritizing incidents?

Which practice would help a user gain access to an application that they need to use?

What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?

Which practice needs people who understand complex systems and have creative and analytical skills?

Identify the missing words in the following sentence. The 'incident management' practice should maintain [?] for logging and managing incidents.

Which term relates to service levels aligned with the needs of service consumers?

Which guiding principle recommends coordinating all dimensions of service management?

Which statement about the 'change enablement' practice is CORRECT?

When should a change request be submitted to resolve a problem?

What is typically needed to assign complex incidents to support groups?

What does 'change enablement' PRIMARILY focus on?

An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?

What do customer perceptions and business outcomes help to define?

Which is a key requirement for a successful service level agreement (SLA)?

Which TWO are important aspects of the 'service request management' practice? 1. Standardization and automation 2) Providing a variety of channels for access 3) Establishing a shared view of targets 4) Policies for approvals

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

Which practice updates information relating to symptoms and business impact?

Which is a purpose of the 'service level management' practice?

What is a cause, or potential cause, of one or more incidents?

What can a service remove from the consumer and impose on the consumer?

Which is part of service provision?

What is the MOST important reason for prioritizing incidents?

Which practice would help a user gain access to an application that they need to use?

What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?

Which practice needs people who understand complex systems and have creative and analytical skills?

Identify the missing words in the following sentence. The 'incident management' practice should maintain [?] for logging and managing incidents.

Which term relates to service levels aligned with the needs of service consumers?

Which guiding principle recommends coordinating all dimensions of service management?

Which statement about the 'change enablement' practice is CORRECT?

When should a change request be submitted to resolve a problem?

What is typically needed to assign complex incidents to support groups?

What does 'change enablement' PRIMARILY focus on?

An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?

What do customer perceptions and business outcomes help to define?

Which is a key requirement for a successful service level agreement (SLA)?

Which TWO are important aspects of the 'service request management' practice? 1. Standardization and automation 2) Providing a variety of channels for access 3) Establishing a shared view of targets 4) Policies for approvals

ITIL Practitioner

ITIL Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

Filters