The Secret Of ITIL ITIL-4-Foundation Study Guides

NEW QUESTION 1
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 D18912E1457D5D1DDCBD40AB3BF70D5D
• C. Meetings are always the best method of communication
• D. It is stored in the configuration management system

Answer: B

NEW QUESTION 2
Which of the following should IT service continuity strategy be based on?
* 1. Design of the service metrics
* 2. Business continuity strategy
* 3. Business impact analysis (BIA)
* 4. Risk assessment

• A. 1, 2 and 4 only
• B. 1, 2 and 3 only
• C. 2, 3 and 4 only
• D. 1, 3 and 4 only

Answer: C

NEW QUESTION 3
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: C

NEW QUESTION 4
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

NEW QUESTION 5
How does information about problems and known errors contribute to 'incident management'?

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

Answer: B

NEW QUESTION 6
Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?

• A. Keep it simple and practical
• B. Optimize and automate
• C. Progress iteratively with feedback
• D. Focus on value

Answer: D

NEW QUESTION 7
Which competencies are required by the 'service level management' practice?

• A. Problem investigation and resolution
• B. Incident analysis and prioritization
• C. Business analysis and commercial management
• D. Balanced scorecard reviews and maturity assessment

Answer: C

NEW QUESTION 8
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

NEW QUESTION 9
Which value chain activity ensures the availability of service components?

• A. Improve
• B. Deliver and support
• C. Engage
• D. Obtain/build

Answer: D

NEW QUESTION 10
Which practice owns and manages issues, queries and requests from users?

• A. Service desk
• B. Problem management
• C. Incident management
• D. Change control

Answer: A

NEW QUESTION 11
Which statement about known errors and problems is CORRECT?

• A. Known error is the status assigned to a problem after it has been analysed
• B. A known error is the cause of one or more problems
• C. Known errors cause vulnerabilities, problems cause incidents
• D. Known errors are managed by technical staff, problems are managed by service management staff

Answer: A

NEW QUESTION 12
When planning ‘continual improvement’, which approach for assessing the current state of a service is CORRECT?

• 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

NEW QUESTION 13
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?

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

Answer: C

NEW QUESTION 14
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

Explanation:
D18912E1457D5D1DDCBD40AB3BF70D5D

NEW QUESTION 15
Which practice provides visibility of the organization's services by capturing and reporting on service performance?

• A. Service desk
• B. Service level management
• C. Service request management
• D. Service configuration management

Answer: B

NEW QUESTION 16
Which is the BEST example of an emergency change?

• A. The implementation of a planned new release of a software application
• B. A low-risk computer upgrade implemented as a service request
• C. The implementation of a security patch to a critical software application
• D. A scheduled major hardware and software implementation

Answer: C

NEW QUESTION 17
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

NEW QUESTION 18
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