Latest ITIL Foundation v4 Exam ITIL 4 Questions and Answers IT BraindumpsQUESTION I Which ITIL guiding principle recommends using existing services, processes and tools when improving services? A. Progress iteratively with feedback B. Keep is simple and practical C.Start where you are D. Focus on value Answer: C Section: (none) Explanation Explanation/Reference: QUESTION 2 Which practice has a purpose that includes ensuring that risks have been properly assessed” A Service configuration management B. Problem management C.Service level management D.Change control Answer: D. Section: (none) Explanation’ Explanation/Reference: QUESTION 3 When should a full risk assessment and authorization be carried out fora standard change? A. Each time the standard change is implemented B. When the procedure for the standard change is created C.At least once a year D. When an emergency change is requestedAnswer: B Section: (none) Explanation Explanation/Reference: QUESTION 4 Which statement about emergency changes is CORRECT? A. The testing of emergency can be eliminated in order to implement the change quickly B. The assessment and authorization of emergency changes is expedited to ‘ensure they can be implemented quickly (C.Emergeney changes should be authorized and implemented as service requests D. Emergency changes must be fully documented before authorization and implementation Answer: B Section: (none) Explanation Explanation/Reference: QUESTION 5 Which practice coordinates the classification, ownership and communication of service requests and incidents? A.Supplicr management B. Service desk C.Problem management D.Relationship management Answer: B Section: (none) Explanation Explanation/Reference:QUESTION 6 What is warranty? 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 perecived benefits, usefulness and importance of something, Answer: A Section: (none) Explanation Explanation/Reference: QUESTION 7 Which is part of service provision? 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 1D. The joint activities performed to ensure continual value co-creation Answer: A Section: (none) Explanation Explanation/Reference: QUESTION 8. Which statement about a continual improvement register’ is CORRECT? 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 Answer: DSection: (none) Explanation Explanation/Reference: QUESTION 9, ‘What are ‘engage’, plan’ and *improve' examples of? A. Service value chain activities B. Service level management C. Service value chain inputs D. Change control Answer: A Section: (none) Explanation Explanation/Reference: QUESTION 10 Which statement about outcomes is CORRECT? A. An outcome can be enabled by more than one output B. Outcomes are how the service performs C. An output can be enabled by one or more outcomes D. An outcome is a tangible or intangible activity Answer: A Section: (none) Explanation Explanation/Reference: QUESTION II Which statement about service desks is CORRECT? A. The service desk should work in close collaboration with support and development teams, B. The service desk should rely on self-service portals instead of escalation {to support teamsC. The service desk should remain isolated from technical support teams D. The service desk should escalate all technical issues to support and development teams Answer: A Section: (none) Explanation Explanation/Reference: QUESTION 12 Which practice updates information relating to symptoms and business impact? A. Service level management B. Change control C.Service request management D. Incident management Answer: D Section: (none) Explanation Explanation/Reference: QUESTION 13 Which is included in the purpose of the “design and transition’ value chain activity? A. Ensuring that service components are available when needed B. Providing transparency and good stakeholder relationships C. Supporting services according to specifications D. Continually meeting stakeholder expectations for costs Answer: D Section: (none) ExplanationExplanation/Reference: QUESTION 14 Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests? A. Change control B.IT asset management C Service desk D. Service request management Answer: D Section: (none) Explanation Explanation/Reference: QUESTION 15 Which is NOT a component of the service value system? A. The guiding principles B.Governance C. Practices D. The four dimensions of service management Answer: D Section: (none) Explanation Explanation/Reference: QUESTION 16 Which statement about the steps to fulfill a service request is CORRECT? 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Answer: B Section: (none) Explanation Explanation/Reference: QUESTION 17 What is defined as 2 cause, or potential cause, of one or more incidents? A. Change B. Eveat C. Known error D.Problem Answer: D Section: (none) Explanation Explanation/Reference: QUESTION 18, Which guiding principle recommends elimi contribute to the creation of value? ies that do not A. Start where you are B. Collaborate and promote visibility C. Keep it simple and practical D. Optimize and automate Answer: C Section: (none) Explanation Explanation/Reference: QUESTION 19 When should the effectiveness of a problem workaround be assessed? A. Whenever the workaround is usedB. Whenever the problem is resolved C. Whenever the workaround becomes a known error D. Whenever the problem is prioritized Answer: A Section: (none) Explanation Explanation/Reference: QUESTION 20 Identify the missing word in the following sentence. A change is defined as the addition, modification, or removal of anything, that could havea direct or indirect effect on [?] A. assets B. values C. elements D. services Explanation Explanation/Reference: QUESTION 21 Which dimension considers how knowledge assets should be protected? A. Organizations and people B. Partners and suppliers CC. Information and technology D. Value streams and processes ExplanationQUESTION 22 ‘What isa means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manzge specific costs and risks? A. Service management B. Continual improvement CLA service D. An IPasset Answer: C Section: (none) Explanation Explanation/Reference: QUESTION 23 Identify the missing words in the following sentence. ‘The management of information security incidents usually requires [?]. A. Immediate escalation B. Specialist teams C.A separate process D. Third party support Answer: © Section: (none) Explanation Explanation/Reference: QUESTION 24 What are the ITIL guiding principles used for?” A. To help an organization make good decisions B. To direct ané control an organizationC.To identify activities that an organization must perform in order to delivera valuable service D.To ensure that an organization's performance continually meets stakeholders’ expectations Answer: A Section: (none) Explanation Explanation/Reference: Which is the CORRECT approach for managing a large improvement initiative as smaller iterations? A. Each iteration should be designed before starting the initiative and implemented without feedback B. Feedback should only be taken into account when one iteration fails to meet its objective C. Feedback should be reduced for large improvements as it is unlikely that circumstances will change D. Each iteration should be continually re-evaluated based on feedback Answer: D Section: (none) Explanation Explanation/Reference: QUESTION 26 What is the purpose of the “deployment management! practice? A.To ensure services achieve agreed and expected performance B. To make new or changed services available for use C.To move new or changed components to live environments, D.To set clear business-based targets for service performance Answer: CSection: (none) Explanation Explanation/Reference: QUESTION 27 Which is a service request? A. Requesting a workaround for an issue B. Requesting information about how to create a document C. Requesting an enhancement to an application D. Requesting investigation of a degraded service Answer: B Section: (none) Explanation Explanation/Reference: QUESTION 28 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 [?] are managed appropriately to support the seamless provision of quality produets and services. A.costs B.users C.value D. performances Answer: D Section: (none) Explanation Explanation/Reference: QUESTION 29 ‘What is a recommendation of the “focus on value’ guiding principle’?A. Make “focus on value’ a responsibility of the management B. Focus on the value of new and significant projects first C. Focus on value for the service provider first D. Focus on value at every step of the improvement Answer: D Section: (none) Explanation Explanation/Reference: QUESTION 30 Which guiding principle recommends standardizing and streamlining ‘manual tasks? A. Optimize and automate B. Collaborate and promote vi C. Focus on value D. Think and work holis ally Answer: A Section: (none) Explanation Explanation/Reference: QUESTION 31 Which describes a set of defined steps for implementing improvements? A. The improve’ value chain activity B. The “continual improvement register’ C. The “continual improvement model’ D. The “engage’ value chain activity Answer C jection: (none) ExplanationExplanation/Reference: QUESTION 32 Which is a key requirement for a successful service level agreement? A. It should be written in legal language B. It should be simply written and easy to understand CC. It should be based on the service provider's view of the service D.It should relate to simple operational metrics Answer: B Seetion: (none) Explanation Explanation/Reference: When planning continual improvement, which approach for assessi current state of a service is CORRECT? the A. An organization should always use a single technique to ensure metrics ‘are consistent B. An organization should always use a strength, weakness. opportunity and threat (SWOT) analysis C. An organization should always develop competencies in methodologies and techniques that will meet their needs D. An organization should always use an approach that combines Lean, Agile and DevOps methodologies Answer: C Section: (none) Explanation Explanation/Reference: QUESTION 34 How does a service consumer contribute to the reduction of disA. By paying for the service B. By managing server hardware C. By communicating constraints D. By managing staff availability Answ Section: (none) Explanation Explanation/Reference: QUESTION 35 What helps diagnose and resolve a simple incident? A. Rapid escalation B. Formation of a temporary team C. The use of scripts D. Problem prioritization Answ Section: (none) Explanation Explanation/Reference: QUESTION 36 Which ITIL practice has a purpose that includes reducing the likelihood of incidents? A. Change control B. Continual improvement C. Problem management D. Service desk Answer: C Section: (none) Explanation Explanation/Reference:QUESTION 37 Which service level metrics are BEST for measuring user experience? A. Single system-based metrics B. Metrics for the percentage of uptime of a service C. Operational metrics D. Metrics linked to defined outcomes Answer: D Section: (none) Explanation Explanation/Reference: QUESTION 38 What are the MOST important skills required by service desk staff? A. Incident analysis skills B. Technical skills C. Problem resolution skills D. Supplier management skills Answer: A. Section: (none) Explanation Explanation/Reference: QUESTION 39 Which two statements about an organization's culture are CORRECT? 1. It is created from shared values based on how it carries out its work 2. It is determined by the type of technology used to support services 3. It should be based on the culture of prospective suppliers 4. It should be based on the objectives of the organization Aland 2 B.2and3 C.3 and 4 D.1and4Explanation/Reference: QUESTION 40 When should a change request be submitted to resolve a problem? 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 an: Js of cost, risks and benefits justifies the change Explanation/Reference: QUESTION 41 Which guiding principle helps to ensure that better information is available for decision making? A. Keep it simple and practical B. Think and work holistically C.Optimize and automate D.Collaborate and promote visibility Answer: D Section: (none) Explanation Explanation/Reference: QUESTION 42Which practice has purpose that includes observing a service to report selected changes of state identified as events? A Information security management B. Monitoring and event management C.Incident management D.Change control Answer: B Section: (none) Explanation Explanation/Reference: QUESTION 43 Which describes a standard change’? A.A change that needs to be scheduled. assessed and authorized following ‘defined process B.A change that is typically implemented as a service request CA high-risk change that needs very thorough assessment D.A change that must be implemented as soon as possible Answer: B Section: (none) Explanation Explanation/Reference: QUESTION 44 How does information about problems and known errors contribute to incident management’ 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Answer: A Section: (none) Explanation Explanation/Reference: QUESTION 45 Which practice owns and manages issues. queries and requests from users? A. Incident management B. Service desk C. Change control D. Problem management Answer: B Section: (none) Explanation Explanation/Reference: QUESTION 46 What defines the requirements for a service and takes responsibility for the ‘outcomes of service consumption? A. An IT asset B.A customer C.A configuration item (C1) D.Auser Answer: B Section: (none) Explanation Explanation/Reference: QUESTION 47 Which stakeholders co-create value in a service relationship? A. Investorand supplier B. Consumer and providerC. Provider and supplier D. Investor and consumer Answer: B Section: (none) Explanation Explanation/Reference: QUESTION 48 Which describes normal changes? ‘A. Changes that are low-risk and pre-authorized B. Changes that need to be scheduled and assessed following a process. C. Changes that are typically initiated as service requests D.Changes that must be implemented 2s soon as possible Answer: B Section: (none) Explanation Explanation/Reference: QUESTION 49 What is the expected outcome from using a service value chain’? A. Service value streams B. Customer engagement C. Value realization D. The application of practices Answer: C Section: (none) Explanation Explanation/Reference: QUESTION 50 Which statement about outcomes is CORRECT?A. Outcomes are one or more services that fulfill the needs of a service consumer B. Service providers help service consumers achieve outcomes C. Outcomes help service consumers achieve outputs D. Helping service consumers achieve outcomes reduces service provider costs Answer: B Section: (none) Explanation Explanation/Reference: QUESTION 51 Which skill is an essential part of the ‘service level management’ practice? A. Technical knowledge D. Problem analysis Answer: B Section: (none) Explanation Explanation/Reference: QUESTION 52 What are the three phases of ‘problem management’? A. Problem logging, problem classification, problem resolution B. Incident management, problem management, change enablement C. Problem identification, problem control, error control D. Problem analysis, error identification, incident resolution Answer: C Section: (none)Explanation Explanation/Reference: QUESTION 53 Which is a purpose of the ‘engage’ value chain activity’? A. Meeting expectations for quality, costs and time-to-market B. Providing transparency and good relationships C. Ensuring the continual improvement of services 1D. Ensuring that the organization's vision is understood Answer: B Section: (none) Explanation Explanation/Reference: QUESTION 54 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 configuration of services, ‘and the [?] that supportthem, is available when and where it is needed. A. suppliers B.Cls C. customers D. assets Answer: B Section: (none) Explanation Explanation/Reference: QUESTION 55 What is described by the service value system?A. How all the components and activities of the organization work together ‘asa system to enable value creation B. Services based on one or more products, designed to address needs of a target consumer group CC. 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 Answer: A Section: (none) Explanation Explanation/Reference: QUESTION 56 Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence? A. Problem management B. Supplier management C.Release management D.Service desk Answer: D Section: (none) Explanation Explanation/Reference: QUESTION 57 What is defined as any component that needs to be managed in order to deliver an IT service? A.A service request B.A configuration item (CD C.An incident D. An IT assetAnswer: B Section: (none) Explanation Explanation/Reference: QUESTION 58 Which guiding principle recommends using the minimum number of steps necessary to achieve an objective? A. Progress iteratively with feedback B. Focus on value C. Think and work holistically D.Keep it simple and practical Answer: D Section: (none) Explanation Explanation/Reference: QUESTION 59 Which two statements about the 's CORRECT? vice request management’ practice are 1. Service requests are part of normal service delivery 2. Complaints can be handled as service requests 3. Service requests result from a failure in service 4. Normal changes should be handled as service requests A.Land2 B.2and3 C3 and 4 D.1and4 Answer: A Section: (none) ExplanationExplanation/Reference: QUESTION 60 What is an IT asset? A. Any financially valuable component that can contribute to delivery of an IT product or service B. Any component that needs to be managed in order to deliver a service C. A request from auser mat initiates a service action D. The removal of anything that could have a direct or indirect effecton Answer: A Section: (none) Explanation Explanation/Reference: QUESTION 61 Which dimension includes a workflow management system? A. Organizations and people B. Partners and suppliers C. Information and technology D. Value streams and processes Answer: D Section: (none) Explanation Explanation/Reference: QUESTION 62 Identify the missing word in the following sentence. A service is a means of enabling value co-creation by facilitating outcomes, that customers want to achieve, without the customer having to manage specitic [2] and risks.A. information B.costs C.utility D.warranty Answer: B Section: (none) Explanation Explanation/Reference: QUESTION 63 Which of these should be logged and managed as a problem? 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 Answer: C Section: (none) Explanation Explanation/Reference: QUESTION 64 In which two situations should the ITIL guiding principles be considered? 1 In every initiative 2. In relationships with all stakeholders 3. Only in specific initiatives where the principle is relevant 4. Only in specific stakeholder relationships where the pri Ke is relevant Aland 2 B.2and3 C.3 and 4 D.1and4 Answer: A,Section: (none) Explanation Explanation/Reference: QUESTION 65 Which guiding principle recommends coordinating all dimensions of service management? A. Start where you are B. Progress iteratively with feedback C. Think and work holistically D.Keep it simple and practical Explanation/Reference: QUESTION 66 What is the purpose of the relationship management’ practice? 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 Answer: A. Section: (none) Explanation Explanation/Reference: QUESTION 67 How should the workflow for a new service request be desA. Usea single workflow for all types of service request B. Use different workflows for each type of service request C. Avoid workflows for simple service requests D. Leverage existing workflows whenever possible Answer: D Section: (none) Explanation Explanation/Reference: QUESTION 68 What is the purpose of the ‘information security management practice? A.To protect the information needed by the orgenization to conduct its business B. To observe services and service components C.To ensure that accurate and reliable information about the configuration of services is available when and where it is needed D.To plan and manage the full lifecycle of all IT assets Answer: A Section: (none) Explanation Explanation/Reference: QUESTION 69 Identify the missing word in the following sentence. ‘The use of [?] should support, not replace what is observed, when using the ‘start where you are’ guiding principle. A.mezsurement B.to0ls C.plans D. processAnswer: A. Section: (none) Explanation Explanation/Referenee: QUESTION 70 How should automation be implemented? A. By replacing human intervention wherever possible B. By replacing the existing tools first C. By initially concentrating on the most complex tasks D.By optimizing as much as possible first Answer: A. Section: (none) Explanation Explanation/Reference: QUESTION 71 Which activity is part of the ‘continual improvement’ practice? A. Identifying and logging opportunities B. Delivering tactical and operational engagement with customers C. Populating and maintaining the asset register D. Providing a clear path for users to report issues. queries. and requests Explanation, Explanation/Reference: QUESTION 72 Which competencies are required by the ‘service level management’ practice? A. Problem investigation and resolutionB. Business analysis and commercial management C.Incidentanalysis and prioritization D. Balanced scorecard reviews and maturity assessment Answer: B Section: (none) Explanation Explanation/Reference: QUESTION 73 Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments? A Incident management B. Problem management C. Continual improvement D. Service request management Answer: C Section: (none) Explanation Explanation/Reference: QUESTION 74 Which statement about costs is CORRECT? A. Costs imposed on the consumer are costs of service utility B. Costs removed from the consumer are part of the value proposition C. Costs imposed on the consumer are costs of service warranty D.Costs removed from the consumer are part of service consumption Answer: B Section: (none) Explanation Explanation/Reference:QUESTION 75 What is typically needed to assign complex incidents to support groups? A.A self-help tool B. The incident priority C.A change schedule D.The incident category Answer: D Section: (none) Explanation Explanation/Reference: QUESTION 76, Which practice has a purpose that includes aligning the organization's practices and services with changing business needs? A. Service level management B. Service configuration management C.Relationship management D. Continual improvement Answer: D Section: (none) Explanation Explanation/Reference: A major incident has been closed, but there is a ri again. How should this be logged and managed? that it might happen A. As achange request B. Asa service request C.Asan event D.As a problemAnswer: D Section: (none) Explanation Explanation/Reference: QUESTION 78 What should be done to determine the appropriate metrics for measuring a new service? A. Measuring the performance over the first six months, and basing a solution onthe results B. Asking customers to provide numerical targets that meet their needs C. Asking customers open questions to establish their requirements D. Using operational data to provide detailed service reports Answer: D Section: (none) Explanation Explanation/Reference: QUESTION 79 Which dimension includes activities and workflows? A. Organizations and people B. Information and technology C. Partners and suppliers, D. Valve streams and processes Answer: D Section: (none) Explanation Explanation/Reference: QUESTION 80 What should be used to set user expectations for request fulfillment times?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 af the supplier Answer: C Section: (none) Explanation Explanation/Referenee: QUESTION 81 Which is one of the five aspects of service design? A. Management information systems and tools B. Risk analysis and management approach ‘C. Management policy for business case creation D. Corporate govemance and policy Answer: A Section: (none) Explanation Explanation/Reference: QUESTION 82 Which statement about IT service management is CORRECT? A. Its performed by customers using a mix of IT systems, services and processes B. It isperformed by IT service providers using a mix of suppliers and their products C.Itis performed by the service desk using a mix of people, process and technology D. It is performed by IT service providers using a mix of people, process and technology Answer: D Section: (none)Explanation/Reference: QUESTION 83 Which is the CORRECT explanation of the °R’ role in a RACI matrix? A. This rok ensures that activities are executed correctly B. This role has ownership of the end result C. This role is involved in providing knowledge and input, D. This role ensures the flow of information to stakeholders. Answer: B Section: (none) Explanation Explanation/Reference: QUESTION 84 Which statement about change management is CORRECT? A. It optimizes overall business risk B. It optimizes financial exposure C.It ensures that all changes are authorized by the change advisory board (CAB) D. Itensures that service requests follow the normal change management Explanation/Reference: QUESTION 85 Which statement about the” four Ps’ of service design is CORRECT? A. Processes refers to skill and training B. Partners refers to suppliers and vendors C. People refers to technology and toolsD. Products refers to producers and metrics Answer: B Section: (none) Explanation Explanation/Reference: QUESTION 86 What is the primary focus of business capacity management? A. Management, control and prediction of the performance. utilization and capacity of individual elements of IT technology B. Review of all capacity supplier agreements and underpinning contracts with supplier management C. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services D. Future basiness requirements for IT services are quantified, designed, planned and implemented in a timely fashion Answer: D Section: (none) Explanation Explanation/Reference: QUESTION 87 Which is NOT a structure of service desk that is described in the ITIL. service operation guidance? A. Local B. Centralized C. Outsourced D. Virtual Answer: C Section: (none)Explanation/Reference: QUESTION 88 What type of change is pre-authorized, low risk, rela follows a procedure or work instruction? ively common, and A.A standard change B. An emergency change C. An internal change D. A normal change Answer: A Section: (none) Explanation Explanation/Reference: QUESTION 89 Which service transition process provides guidance about converting data into information? A. Change evaluation B. Knowledge management C. Service validation and testing D. Service asset and configuration management Answer: B Section: (none) Explanation Explanation/Reference: QUESTION 90 Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning ‘agreements?A. Service-based SLA view B. Wholesale customer view C.Retzil customer view D. Supporting services view Answer: D Section: (none) Explanation Explanation/Reference: QUESTION 91 Service transition contains detailed descriptions of which processes? A. Change management, service asset and configuration management, release and deployment management B. Change management, capacity management, event management, service request management C. Service level management. service portfolio management, service asset ‘and configuration management D. Service asset and configuration management, release and deployment ‘management, request fulfillment Answer: A Section: (none) Explanation Explanation/Reference: QUESTION 92 Which is an objective of the design coordination process? 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Section: (none) Explanation Explanation/Reference: QUESTION 93 Whit MAIN factors are considered to assess the priority of an incident? A. The urgency and impact B. The impact and complexity C. The cost and urgency D. The complexity and cost Answer: A Section: (none) Explanation Explanation/Reference: QUESTION 94 Which term is used to describe the prediction and control of income and expenditure within an organization? A. Charging B. Governance C. Budgeting D. Accounting Answi Section: (none) Explanation Explanation/Reference: QUESTION 95 Where should all master copies of controlled software and documentation be stored?ive production library Explanation Explanation/Reference: QUESTION 96 Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and costeffectiveness? A. Service operation B. Service transition C. Continual service improvement D. Service strategy Answer: C Section: (none) Explanation Explanation/Reference: QUESTION 97 Which of the following should IT service continuity strategy be based on? 1. Design of the service metrics 2. Business continuity stratezy 3. Business impact analysis (BIA) 4. Risk assessment A.1,2and4 only, B.1,2and3 only C.2,3and4 only D.1,3and4 onlyAnswer: C Section: (none) Explanation Explanation/Refeerence: QUESTION 98 What is NOT within the scope of service catalogue management? A. Contribution to the definition of services B. Interfaces between all services and supporting services, C_Interfaces between the service catalogue and service portfolio 1D. Fulfilment of business service requests, Answer: D Section: (none) Explanation Explanation/Reference: QUESTION 99 ‘What three elements make up the Service Portfolio? A. Customer portfolio, service catalogue and retired services B. Customer portfolio configuration management system and service catalogue C. Service pipeline, service catalogue and retired services D. Service pipeline, configuration management system and service catalogue Answer: C Section: (none) Explanation Explanation/Reference: QUESTION 100 Who is responsible for defining metrics for change management? A. The change management process ownerB. The change advisory board (CAB) C. The service owner D. The continual service improvement manager Answer: A Section: (none) Explanation Explanation/Reference: QUESTION 101 Which is a supplier category? A. Technical B. Commodity C. Customer D. Resource Answer: D Section: (none) Explanation Explanation/Reference: QUESTION 102 Which process is used to compare the value that new services offer with the value of the services they have replaced? A. Availability management B. Capacity management CC. Service portfolio management D. Service catalogue management Answer: C Section: (none) Explanation Explanation/Reference:QUESTION 103 Which is an important principle of communication in service operation? A. Information should always be communicated B. It has an intended purpose or a resultant action C. Meetings are always the best method of communication D. Its stored in the configuration management system, Answer: B Section: (none) Explanation Explanation/Reference: QUESTION 104 What do customer perceptions and business outcomes help to define’! A. The value of a service B. Service metrics. C. The total cost of a service D. Key performance indicators (KPIs) Answer: A Section: (none) Explanation Explanation/Reference: QUESTION 105 Which statement about metrics is CORRECT? A. Process metrics can be used to measure end-to-end service performance B. Technology metrics can be used to measure component performance and availability C. Process metrics can be used to measure the utilization of a supplier's network D. Technology metrics can be used to determine the overall health of a processAnswer: B Section: (none) Explanation Explanation/Reference: QUESTION 106 What takes ploce in the "Did we get there?" step of the continual service improvement (CSD approach? A. An initial baseline assessment B. The production of a detailed CSI plan C. Verifying that improvement targets have been achieved D. Understanding priorities for improvement Answer: C Section: (none) Explanation Explanation/Reference: Which is an example of improving service utility using service management automation? A. Pre-determined routing of a service request B. Reducing the time to compile service data C. Monitoring service availability D. Faster resource allocation Answer: D. Section: (none) Explanation Explanation/Reference: QUESTION 108 What is the CORRECT definition of service management?A.A set of specialized assets for transitioning services into the live ‘operationalenvironment 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 Answer: B Section: (none) Explanation Explanation/Reference: Which is the correct combination of items that makes up an IT service? A. Customers, providers and documents, B. Information technology. people and processes, C. Information technology. networks and people D. People. processes and customers Answer: B Section: (none) Explanation Explanation/Reference: QUESTION 110 Which problem management activity ensures that a problem can be easily tracked and management information can be obtained? A.Categorization B. Detection C. Prioritization D. Escalation Answer: ASection: (none) Explanation Explanation/Reference: QUESTION I What can be used to help determine the impact level of a problem? A. Definitive media library (DML) B. Configuration management system (CMS) C. Statement of requirements (SOR) D. Standard operating procedures (SOP) Answer: B Section: (none) Explanation Explanation/Reference: QUESTION 112 Which are phases of the release and deployment process? 1. Release build and test 2. Review and close 3. Categorize and record 4. Change authorization and schedule A. Land 2 B. 1 and3 C.2and 4 D.3and4 Answer: A Section: (none) Explanation Explanation/Reference: QUESTION 113Which function is responsible for the management of a data centre? A. Technical management B. Service desk C. Application management D. Facilities management Answer: D Section: (none) Explanation Explanation/Reference: QUESTION 114 Which are the elements of process control? A Inputs, outputs and triggers B. Work instructions, procedures and roles C.Resources, capabilities and metrics D. Process owner, policy and objectives Answer: D Section: (none) Explanation Explanation/Reference: QUESTION 115 Which processes are responsible for the regular review of underpinning contracts? A. Supplier management and service level management B. Supplier management and change management C. Availability management and service level management 1D. Supplier management and availability management Answer: A. Section: (none)Explanation/Reference: QUESTION 116 Which statement BEST describes the value of service strategy to the business? A. It allows higher volumes of successful change B. It reduces unplanned costs through optimized handling of service outages CC. It reduces the duration and frequency of service outages D. It enables the service provider to understand what levels of service will make their customers successful Answer: D Section: (none) Explanation Explanation/Reference: QUESTION 117 What is.a definition of a service improvement plan (SIP)? A.A formal plan to implement improvements toa customer's business processes B. An input from availability management to service level management, detailing the service design plan C. A formal plan to implement improvements toa service or process D. An input from financial management for IT services to service level ‘management, detailing the budget plan Answer: C Section: (none) Explanation Explanation/Reference: QUESTION 118. Which statement about the known error database (KEDB) is CORRECT?A. It is maintained by the service desk and updated with the details of each new incident B. It isa part of the configuration management database (CMDB) and contains workarounds C.It is maintained by problem management and is used by the service desk to help resolve incidents D. It is maintained by incident management and contains solutions to be: implemented by problem management Answer: C Section: (none) Explanation Explanation/Reference: QUESTION 119 Which process works with incident management to ensure that security breaches are detected and logged? A. Change management B. Service level management C. Access management D.Continual service improvement Answer: C Section: (none) Explanation Explanation/Reference: QUESTION 120 What should a release policy include? A. The process owner and process manager for each type of release B. The roles and responsibilities for incident and problem resolution C. The naming convention and expected frequency of each type of release D. The naming convention for all configuration items (C1) recorded in the configuration management system (CMS)Answer: C Section: (none) Explanation Explanation/Reference: QUESTION 121 Which guiding principle is PRIMARILY concerned with end-to-end service delivery? A. Focus on value B. Think and work holistically C. Optimize and automate D. Collaborate and promote Answer: B Section: (none) Explanation. Explanation/Reference: QUESTION 122 What is the purpose of the * problem management’ practice? A. To protect the information needed by the organization to conduct its business B. To reduce the likelihood and impact of incidents by identifying actual ‘and potential causes of incidents, and managing workarounds and known errors C.To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services, D. To minimize the negative impact of incidents by restoring normal service ‘operation as quickly as possible Answer: BQUESTION 123 Which practice would help a user gain access to an application that they need to use? A. Service configuration management B. Change enablement C. Service request management D. Service level management Answer: B Section: (none) Explanation Explanation/Reference: QUESTION 124 Why should some service requests be fulfilled with no additional approvals? A. To ensure that spending is properly accounted for B. To ensure that information security requirements are met C. To streamline the fulfillment workflow D. To set user expectations for fulfillment times, Answer: C Section: (none) Explanation Explanation/Reference: QUESTION 125 Which is a purpose of the “service desk’ practice? 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 contect for the service provider with all of its usersC. To support the agreed quality of a service by handling a user-initiated service requests D.To establish and nurture the links between the organization and its stakeholders at strategic and tactical level pre-defined, Answer: B Section: (none) Explanation Explanation/Reference: QUESTION 126 Which are elements of the service value system? A Service provision, service consumption, service relationship ‘management B. Governance, service value chain, practices C. Outcomes, utility, warranty D. Customer value, stakeholder value, organization Answer: B Section: (none) Explanation Explanation/Reference: QUESTION 127 What is defined as an unplanned interruption or reduction in the quality of a service? A. An incident B.A problem C.A change D.Anevent Answer: A Section: (none) ExplanationQUESTION 128 Which statement about the use of measurement in the” start where you are’ ‘guiding principle is CORRECT? A. It should always be used to support direct observation B. It should always be used instead of direct observation (C. Measured deta is always more accurate than direct observation D. The act of measuring always positively impacts results Answer: A Section: (none) Explanation Explanation/Reference: QUESTION 129 What is an incident? A. The planned removal of an item that might affect a service B.A result enabled by one or more outputs C.A possible future event that could cause harm D.A service interruption resolved by the use of self-help tools Answer: C Section: (none) Explanation Explanation/Reference: QUESTION 130 What is defined as a change of state that has significate for the management ofan IT service? A. Event B. Incident C. Problem D. Known errorAnswer: A. Section: (none) Explanation Explanation/Reference: Which dimension includes the knowledge needed for the management of services? A. Organizations and people B. Value streams and processes C Information and technology D. Partners and suppliers, Answer: C Section: (none) Explanation, Explanation/Referenee: QUESTION 132 What is a set of specialized organizational capabilities for enabling value for customers in the form of services? A Service offering B. Service provision C.Service management D. Service consumption Answer: C Section: (none) Explanation Explanation/Reference: QUESTION 133 What is the PRIMARY use of a change schedule?A. To support the “incident management’ practice and improvement planni B. To manage emergency changes C.To plan changes and help avoid conflicts D. To manage standard changes Answer: C Section: (none) Explanation Explanation/Reference: QUESTION 134 What are guiding principle: A.A set of interconnected activities that help an organization deliver a valuable service B.A description of one or more services that help address the needs of a target consumer group C.A set of specialized organizational capabilities for enabling value for customers 1D. Recommendations that help an organization when adopting a service ‘management approach Answer: D Section: (none) Explanation Explanation/Reference: QUESTION 135 Which guiding principle focuses on reducing costs and human errors? A. Focus and value B. Collaborate and promote visibility ©. Optimize and automate D. Think and work holistically Answer: CSection: (none) Explanation Explanation/Reference: QUESTION 136 What is the purpose of the incident management’ practice? A. To minimize the negative impact of incidents by restoring normal service ‘operation as quickly as possible B. To capture demand for incident resolution and service requests C. To reduce the likelihood and impact of incidents by identifying actual ‘and potential causes of incidents D. To support the agreed service quality by effective handling of all agreed user-initiated service requests Answer: A Section: (none) Explanation Explanation/Reference: QUESTION 137 Which practice makes new services available for use? A. Change enablement B. Release management C. Deployment management D.1T asset management Answer: B Section: (none) Explanation Explanation/Reference: QUESTION 138 Which guiding principle considers the importance of customer loyalty?A. Progress iteratively with feedback B. Focus on value C. Optimize and automate D. Start where you are Answer: B Section: (none) Explanation Explanation/Reference: QUESTION 139 Which guiding principle helps to ensure that each improvement effort has more focus and is easier to main A. Start where you are B. Collaborate and promote visibility C. Progress iteratively with feedback D. Think and work holistically Answer: C Section: (none) Explanation Explanation/Reference: QUESTION 140, Which is akey activity carried out in the “did we get there?’ step of the continual improvement’ model?” A. Define measurable targets B. Perform baseline assessments, C. Execute improvement actions, D. Evaluate measurements and metrics Answer: D Section: (none) ExplanationQUESTION 141 What is important for a “continual improvement register’ (CIR)? A. Improvement ideas are documented, assessed and prioritized B. Improvement ideas from many sources are kept in a single CIR C. Improvement ideas that are not being actioned immediately are removed from the CIR D. Improvement ideas are tested. funded and agreed Answer: A Section: (none) Explanation Explanation/Reference: QUESTION 142 What can a service remove from the consumer and impose on the consumer? A.Utility B. Asset C.Cost D.Outcome Answer: C Section: (none) Explanation Explanation/Reference: QUESTION 143 In which step of the “continual improvement model’ is an improvement plan implemented? A. What isthe vision? B. How do we get there? C. Take action D. Did we get there?Explanatioa/Reference: QUESTION 144 Which is a purpose of the ‘service level management’ practice’ A. To establish and nurture the links between the organization and its stakeholders, B. To ensure that the organization's suppliers and their pertormance are managed appropriately C. To set clear business-based targets for service levels, D.To support the agreed quality of a service handling al initiated serviee reques reed, user~ Answer: C Section: (none) Explanation Explanation/Reference: QUESTION 145 Which is an example of a business related measurement? A. The number of passengers checked in B. The average time to response to change requests C. The average resolution time for incidents D. The number of problems resolved Answer: A Section: (none) Explanation Explanation/Reference: QUESTION 146,What describes the steps needed to create and deliver a specific service to a consumer? A. Service management B. Practices C.A value stream D. Service level management Answer: D Section: (none) Explanation Explanation/Reference: QUESTION 147 Which statement about the automation of service requests is CORRECT? A. Service requests that cannot be automated should be handled as incidents B. Service requests and their fulfilment should be automated as much as possible C. Service requests that cannot be automated should be handled as problems, D. Service requests and their fulfillment should be carried out by service desk staff without automation Answer: B Section: (none) Explanation Explanation/Reference: QUESTION 148 Identify the missing word in the followit A user is [2] that uses services. A. an organization B.aroleC.ateam D.a supplier Answer: B Section: (none) Explanation Explanation/Reference: QUESTION 149 Which gives a user access to a system? A. Service requirement B. Service agreement CC. Service consumption D. Service provision Answer: D Section: (none) Explanation Explanation/Reference: QUESTION 150 What is a change schedule PRIMARILY used for? A. To help plan, authorize and schedule emergency changes, B. To publish a list of service requests that users can select C. To ensure that a single change authority reviews every change D. To belp plan changes. assist in communication and avoid conflicts Answer: D Section: (none) Explanation Explanation/Reference: QUESTION 151 What is used to link activities within the service value chain?A. Service level agreements B. Inputs, outputs and triggers C. Opportunity, demand and value D.Service desk Answer: C Section: (none) Explanation Explanation/Reference: QUESTION 152 Which describes the utility of a service? ALA service that is fit for use B.A service that meets its service level targets C.A service that increases constraints on the consumer D.A service that supports the performance of the consumer Answer: D Section: (none) Explanation Explanation/Reference: QUESTION 153 Which two practices use workarounds? A. Change enablement and continual improvement B. Change enablement and problem management C. Problem management and incident management D. Incident management and continual improvement Answer: C Section: (none) Explanation Explanation/Reference:QUESTION 154 Which statement about the ‘change enablement practice is CORRECT? A. Standard changes are those that need to be scheduled, a authorized following a standard process, B. Normal changes are triggered by the creation of a change request which can be created manually or automated sssed and (C. Assessment and authorization of normal changes should be expedited to, ‘ensure they can be implemented quickly D. There should be a separate change authority for standard changes which includes senior managers who understand the risks involved Answer: B Section: (none) Explanation Explanation/Reference: QUESTION 155 Which is included in the purpose of the deliver and support’ value chain activity? A. Meeting stakeholder expectations for time to market B. Understanding the organization's service vision C. Understanding stakeholder needs D. 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