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Exin ITIL Dumps

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Total 503 questions

ITIL Foundation (V4) Questions and Answers

Question 1

Which practice has a purpose that includes observing a service to report selected changes of state identified as events?

Options:

A.

Incident management

B.

Monitoring and event management

C.

Change control

D.

Information security management

Question 2

How should automation be implemented?

Options:

A.

By initially concentrating on the most complex tasks

B.

By optimizing as much as possible first

C.

By replacing human intervention wherever possible

D.

By replacing the existing tools first

Question 3

What are the three phases of 'problem management'?

Options:

A.

Problem identification, problem control, error control

B.

Problem analysis, error identification, incident resolution

C.

Problem logging, problem classification, problem resolution

D.

Incident management, problem management, change control

Question 4

Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?

Options:

A.

Progress iteratively with feedback

B.

Think and work holistically

C.

Keep it simple and practical

D.

Focus on value

Question 5

Which activity is part of the 'continual improvement' practice?

Options:

A.

Populating and maintaining the asset register

B.

Providing a clear path for users to report issues, queries, and requests

C.

Delivering tactical and operational engagement with customers

D.

Identifying and logging opportunities

Question 6

Which practice has a purpose that includes ensuring that risks have been properly assessed?

Options:

A.

Service configuration management

B.

Problem management

C.

Service level management

D.

Change control

Question 7

Which is a service request?

Options:

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

Question 8

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

Options:

A.

The incident priority

B.

The incident category

C.

A change schedule

D.

A self-help tool

Question 9

Which of the following is an example of incident?

Options:

A.

A backup server is being rebooted while services are running on the primary server

B.

An application is not available during the business hours

C.

A user has requested access to a shared repository

D.

A user wants to reset the password of a server

Question 10

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

Options:

A.

Problem investigation and resolution

B.

Incident analysis and prioritization

C.

Business analysis and commercial management

D.

Balanced scorecard reviews and maturity assessment

Question 11

Which TWO statements about the 'service request management' practice are CORRECT?

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

Options:

A.

3 and 4

B.

2 and 3

C.

1 and 4

D.

1 and 2

Question 12

Which describes a set of defined steps for implementing improvements?

Options:

A.

The ‘improve’ value chain activity

B.

The ‘continual improvement register’

C.

The ‘continual improvement model’

D.

The ‘engage’ value chain activity

Question 13

Which practice updates information relating to symptoms and business impact?

Options:

A.

Service level management

B.

Change control

C.

Service request management

D.

Incident management

Question 14

How should an organization adopt continual improvement methods?

Options:

A.

Use a new method for each improvement the organization handles

B.

Select a few key methods for the types of improvement that the organization handles

C.

Build the capability to use as many improvement methods as possible

D.

Select a single method for all improvements that the organization handles

Question 15

What should be done to determine the appropriate metrics for measuring a new service?

Options:

A.

Measuring the performance over the first six months, and basing a solution on the results

B.

Asking customers to provide numerical targets that meet their needs

C.

Using operational data to provide detailed service reports

D.

Asking customers open questions to establish their requirements

Question 16

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?

Options:

A.

Service management

B.

Continual improvement

C.

A service

D.

An IT asset

Question 17

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

Options:

A.

Incident analysis skills

B.

Technical skills

C.

Problem resolution skills

D.

Supplier management skills

Question 18

Which practice coordinates the classification, ownership and communication of service requests and incidents?

Options:

A.

Supplier management

B.

Service desk

C.

Problem management

D.

Relationship management

Question 19

Which is the purpose of the 'monitoring and event management' practice?

Options:

A.

To ensure that accurate and reliable information about the configuration of services is available when and where it is needed

B.

To systematically observe services and service components, and record and report selected changes of state

C.

To protect the information needed by the organization to conduct its business

D.

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

Question 20

What should a release policy include?

Options:

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 (CI) recorded in the configuration management system

(CMS)

Question 21

Which statement about IT service management is CORRECT?

D18912E1457D5D1DDCBD40AB3BF70D5D

Options:

A.

It is performed by customers using a mix of IT systems, services and processes

B.

It is performed by IT service providers using a mix of suppliers and their products

C.

It is 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

Question 22

Which term describes the functionality offered by a service?

Options:

A.

cost

B.

Utility

C.

Warranty

D.

Risk

Question 23

Which statement BEST describes the value of service strategy to the business?

Options:

A.

It allows higher volumes of successful change

B.

It reduces unplanned costs through optimized handling of service outages

C.

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

Question 24

What includes governance as a component?

Options:

A.

Practices

B.

The service value chain

C.

The service value system

D.

The guiding principles

Question 25

How does customer engagement contribute to the 'service level management' practice?

1.It captures information that metrics can be based on

2.It ensures the organization meets defined service levels

3.It defines the workflows for service requests

4.It supports progress discussions

Options:

A.

1 and 4

B.

3 and 4

C.

2 and 3

D.

1 and 2

Question 26

What is an event?

Options:

A.

The addition, modification, or removal of anything that could have a direct or indirect effect on services

B.

Any change of state that has significance for the management of a service or other configuration item

C.

Cause of one or more incidents

D.

An unplanned interruption to a service or reduction in the quality of a service

Question 27

Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?

Options:

A.

Relationship management

B.

Change control

C.

Release management

D.

Monitoring and event management

Question 28

Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?

Options:

A.

Focus on value

B.

Start where you are

C.

Collaborate and promote visibility

D.

Progress iteratively with feedback

Question 29

Who is responsible for defining metrics for change management?

Options:

A.

The change management process owner

B.

The change advisory board (CAB)

C.

The service owner

D.

The continual service improvement manager

Question 30

Identify the missing word in the following sentence.

The purpose of the 'information security management' practice is to [?] the organization's information.

Options:

A.

protect

B.

store

C.

audit

D.

provide

Question 31

Which of the following is an example of workaround?

Options:

A.

A defective network switch is replaced with a new one

B.

An email server is restored after an incident is reported

C.

Server memory is increased when the server is unresponsive

D.

A server is restarted to resolve an incident

Question 32

Which is an example of a business related measurement?

Options:

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

Question 33

Which is the BEST example of an emergency change?

Options:

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

Question 34

Which practice makes new services available for use?

Options:

A.

Change enablement

B.

Release management

C.

Deployment management

D.

IT asset management

Question 35

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

Options:

A.

1 and 2

B.

1 and 3

C.

2 and 4

D.

3 and 4

Question 36

Identify the missing words in the following sentence.

The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.

Options:

A.

'focus on value' guiding principle

B.

service value system

C.

'service request management' practice

D.

four dimensions of service management

Question 37

Which statement about the ‘continual improvement’ practice is CORRECT?

Options:

A.

Continual improvement participation should be limited to a small dedicated team.

B.

It is the role of senior management to authorize improvement initiatives.

C.

Training should be provided to those involved in continual improvement.

D.

A single continual improvement register should be maintained by senior management.

Question 38

Which statement about the known error database (KEDB) is CORRECT?

Options:

A.

It is maintained by the service desk and updated with the details of each new incident

B.

It is a 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

Question 39

Which service value chain activity deals with the purchase of new products?

Options:

A.

Engage

B.

Obtain/build

C.

Plan

D.

Improve

Question 40

Which is included in the purpose of the 'improve' value chain activity?

Options:

A.

Ensuring the continual improvement of practices across all value chain activities

B.

Ensuring that services continually meet expectations for quality, costs, and lime to market

C.

Ensuring a shared understanding of the improvement direction for services across the organization

D.

Ensuring continual engagement and good relationships with all stakeholders

Question 41

Which practice ensures that a variety of access channels are available for users to report issues?

Options:

A.

Service desk

B.

Service level management

C.

Incident management

D.

Change enablement

Question 42

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

Question 43

Which of the four dimensions focuses or managing data in compliance with industry regulations?

Options:

A.

Partners and suppliers

B.

Organizations and people

C.

Value streams and processes

D.

Information and technology

Question 44

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

Question 45

What is defined as "any component that needs to be managed in order to deliver an IT service"?

Options:

A.

An event

B.

An IT asset

C.

A configuration item

D.

A change

Question 46

Which is an activity in the 'Problem control' phase of problem management?

Options:

A.

Re-assessing a known error to manage the ongoing impact.

B.

Reviewing incident records to identity trends

C.

Implementing a technical fix to resolve an issue

D.

Documenting the steps in workaround

Question 47

Which term is used to describe removing something that could have an effect on a service?

Options:

A.

A change

B.

An incident

C.

An IT asset

D.

A problem

Question 48

Which is a key element of the 'think and work holistically' guiding principle?

Options:

A.

Assessing which procedures can be re-used when improving a service

B.

Understanding the methods applicable to complex systems

C.

Eliminating metrics which do not contribute to achieving an objective

D.

Using technology for standard tasks to give people time for complex activities

Question 49

A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?

Options:

A.

Incident management

B.

Service Request management

C.

Change enablement

D.

Service request management

Question 50

Which of the four dimensions contributes MOST to defining activities needed to deliver services?

Options:

A.

Value streams and processes

B.

Partners and suppliers

C.

Information and technology

D.

Organizations and people

Question 51

Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?

Options:

A.

Incident management

B.

Service level management

C.

Service request management

D.

Change enablement

Question 52

Which is part of the value proposition of a service?

Options:

A.

Costs removed from the consumer by the service

B.

Costs imposed on the consumer by the service

C.

Outputs of the service received by the consumer

D.

Risks imposed on the consumer by the service

Question 53

Which is a financially valuable component that can contribute to the delivery of a service?

Options:

A.

Configuration item

B.

Sponsor

C.

IT asset

D.

Service offering

Question 54

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

Question 55

Which activity is NOT recommended by the start where you are' guiding principle?

Options:

A.

Involving people who are not familiar with a service when observing and assessing its activities

B.

Applying risk management when considering to introduce new processes

C.

Using source data to avoid any unintentional data distortion found in reports

D.

Discarding existing processes before assessing their usefulness

Question 56

Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?

Options:

A.

Service request management

B.

Service desk

C.

Problem management

D.

Continual management

Question 57

Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

Options:

A.

Information security management

B.

Continual improvement

C.

Monitoring and event management

D.

Service level management

Question 58

Which activity contributes to the ‘where are we now?’ step of the ‘continual improvement’ model?

Options:

A.

Executing improvement actions

B.

Performing baseline assessments

C.

Defining the improvement plan

D.

Understanding the business mission

Question 59

Which practice is most likely to benefit from the use of chatbots?

Options:

A.

Service level management

B.

Change enablement

C.

Continual improvement

D.

Service desk

Question 60

In service relationships, what is a benefit of identifying consumer roles?

Options:

A.

It enables effective stakeholder management

B.

It provides shared service expectations

C.

It removes constraints from the customer

D.

It enables a common definition of value

Question 61

Which practice requires skills and competencies related to business analysis, supplier management and relationship management?

Options:

A.

Monitoring and event management

B.

Incident management

C.

Service level management

D.

IT asset management

Question 62

How can a service consumer contnbute to the reduction of nsk?

Options:

A.

By providing the service in accordance with requirements

B.

By ensuring that the service provider's resources are correctly configured

C.

By fully understanding then own requirements for the service

D.

By managing the detailed level of risk on behalf of the service provider

Question 63

Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific circumstances?

Options:

A.

Continual improvement

B.

Service value chain

C.

Practices

D.

Guiding principles

Question 64

What varies in size and complexity, and uses functions to achieve its objectives?

Options:

A.

A risk

B.

An organization

C.

A practice

D.

An outcome

Question 65

Which is a use of a change schedule?

Options:

A.

Speeding up the planning and authorization of emergency changes

B.

Providing information about deployed changes to help manage incidents and problems

C.

Providing a means of initiating and assessing normal changes

D.

Tracking and managing improvement ideas from identification through to final action

Question 66

What can be described as an operating model for the creation and management of products and services?

Options:

A.

Governance

B.

Service value chain

C.

Guiding principles

D.

Practices

Question 67

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

Options:

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 68

Which step of the continual improvement model includes baseline assessments?

Options:

A.

Did we get there?

B.

Where are we now?

C.

What is the vision?

D.

Where do we want to be?

Question 69

What can help to reduce resistance to a planned improvement when applying the guiding principle ‘collaborate and promote visibility’?

Options:

A.

Restricting information about the improvement to essential stakeholders only.

B.

Increasing collaboration and visibility for the improvement.

C.

Involving customers after all planning has been completed.

D.

Engaging every stakeholder group in the same way, with the same communication.

Question 70

Which skill is required by the ‘service level management’ practice?

Options:

A.

Supplier management

B.

Technical expertise

C.

Event monitoring

D.

Problem management

Question 71

Which practice is responsible for moving new or changed components to live or other environments?

Options:

A.

Release management

B.

Deployment management

C.

Change enablement

D.

Supplier management

Question 72

Which ‘service level management’ activity helps staff to deliver a more business-focused service?

Options:

A.

Creating targets based on the percentage of uptime of a service

B.

Understanding the ongoing requirements of customers

C.

Using complex technical terminology in service level agreements (SLAs)

D.

Measuring low-level operational activities

Question 73

Which will help solve incidents more quickly?

Options:

A.

Target resolution times

B.

Escalating all incidents to support teams

C.

Collaboration between teams

D.

Detailed procedural steps for incident investigation

Question 74

Which is a way of applying the guiding principle 'focus on value'?

Options:

A.

Understanding how service consumers use services

B.

Comprehending the whole, but doing something

C.

Recognizing the complexity of systems

D.

Doing fewer things, but doing them better

Question 75

Where are the details of the required performance outcomes of a service denned?

Options:

A.

Service level agreements

B.

Service requests

C.

Service components

D.

Service offerings

Page: 1 / 50
Total 503 questions