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ITIL – Foundation (v4)

Last Update 5 days ago
Total Questions : 503

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Question # 1

Which ITIL guiding principle recommends using existing services, processes and tools when improving

services?

Options:

A.  

Progress iteratively with feedback

B.  

Keep is simple and practical

C.  

Start where you are

D.  

Focus on value

Discussion 0
Question # 2

Which is described by the 'organizations and people' dimension of service management?

Options:

A.  

Workflows and controls

B.  

Communication and collaboration

C.  

Inputs and outputs

D.  

Contracts and agreements

Discussion 0
Question # 3

Which statement about outcomes is CORRECT?

Options:

A.  

Outcomes enable products to be delivered to a stakeholder

B.  

An outcome defines the amount of money spent on technology for a service

C.  

An outcome depends on at least one output to deliver a result

D.  

Outcomes provide assurance to stakeholders on how a service performs

Discussion 0
Question # 4

Which is an input to the service value system?

Options:

A.  

The system of directing and controlling an organization

B.  

A model to help meet stakeholders expectations

C.  

Recommendations to help an organization in all aspects of its work

D.  

A need from consumers for new or changes services

Discussion 0
Question # 5

When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?

Options:

A.  

Analysis Paralysis

B.  

Direct observation

C.  

Minimum viable product

D.  

Feedback loop

Discussion 0
Question # 6

For which purpose would the continual improvement practice use a SWOT analysis?

Options:

A.  

Understanding the current state

B.  

Defining the future desired state

C.  

Tracking and managing ideas

D.  

Ensuring everyone actively participates

Discussion 0
Question # 7

Which is an example of a service request?

Options:

A.  

A request for normal operation to be restored

B.  

A request to implement a security patch

C.  

A request for access to a file

D.  

A request to investigate the cause of an incident

Discussion 0
Question # 8

Which practice performs reviews to ensure that services continue to meet the needs of the customers?

Options:

A.  

Monitoring and event management

B.  

Service level management

C.  

Change enablement

D.  

Service desk

Discussion 0
Question # 9

Which statement about the input and output of the value chain activities is CORRECT?

Options:

A.  

Each value chain activity receives inputs and provides outputs

B.  

The organization’s governance will determine the inputs and outputs of each value chain activity

C.  

Some value chain activities only have input, whereas others only have outputs

D.  

Input and output are fixed for each value chain activity

Discussion 0
Question # 10

Which organization delivers output or outcomes of a service?

Options:

A.  

A service consumer delivers outcomes of the service

B.  

A service provider delivers outcomes of the service

C.  

A service consumer delivers outputs of the service

D.  

A service provider delivers outputs of the service

Discussion 0
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