Top Quality ITIL-4-Foundation Preparation 2021

NEW QUESTION 1
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 support them, is available when and where it is needed.

• A. suppliers
• B. assets
• C. customers
• D. CIs

Answer: D

NEW QUESTION 2
What should be used to set user expectations for request fulfilment times?

• A. The consumer demand for the service
• B. The time that the customer indicates for service delivery
• C. The service levels of the supplier
• D. The time needed to realistically deliver the service

Answer: D

NEW QUESTION 3
What is the effect of increased automation on the 'service desk1 practice?

• A. Increased ability to focus on fixing technology instead of supporting people
• B. Greater ability to focus on customer experience when personal contact is needed
• C. Elimination of the need to escalate incidents to support teams
• D. Decrease in self-service incident logging and resolution

Answer: B

NEW QUESTION 4
Why should incidents be prioritized?

• A. To help automated matching of incidents to problems or known errors
• B. To identify which support team the incident should be escalated to
• C. To ensure that incidents with the highest business impact are resolved first
• D. To encourage a high level of collaboration within and between teams

Answer: C

NEW QUESTION 5
What is the starting point for optimization?

• A. Standardizing practices and services
• B. Determining where the most positive impact would be
• C. Securing stakeholder engagement
• D. Understanding the vision and objectives of the organization

Answer: D

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 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. Emergency changes should be authorized and implemented as service requests
• D. Emergency changes must be fully documented before authorization and implementation

Answer: B

NEW QUESTION 8
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

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

Answer: D

NEW QUESTION 9
What is the primary focus of business capacity management?

• A. Management, control and prediction of the performance, utilization and capacity of individual elements ofIT 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 business requirements for IT services are quantified, designed, planned and implemented in a timely fashion

Answer: D

NEW QUESTION 10
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

Explanation:
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NEW QUESTION 11
Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?

• A. Service configuration management
• B. Service desk
• C. IT asset management
• D. Monitoring and event management

Answer: A

NEW QUESTION 12
Which practices are typically involved in the implementation of a problem resolution?
* 1. Continual improvement
* 2. Service request management
* 3. Service level management
* 4. Change control

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

Answer: B

NEW QUESTION 13
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 14
What is the expected outcome from using a service value chain?

• A. Service value streams
• B. Value realization
• C. Customer engagement
• D. The application of practices

Answer: B

NEW QUESTION 15
Which dimension includes a workflow management system?

• A. Value streams and processes
• B. Partners and suppliers
• C. Information and technology
• D. Organizations and people

Answer: A

NEW QUESTION 16
How does categorization of incidents assist the 'incident management' practice?

• A. It determines the priority assigned to the incident
• B. It determines how the service provider is perceived
• C. It helps direct the incident to the correct support area
• D. It ensures that incidents are resolved in timescales agreed with the customer

Answer: C

NEW QUESTION 17
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

NEW QUESTION 18
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 19
What is a problem?

• A. An addition or modification that could have an effect on services
• B. Any change of state that has significance for the management of a configuration item
• C. A cause or potential cause of one or more incidents
• D. An unplanned reduction in the quality of a service

Answer: C

NEW QUESTION 20
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 21
Which skill is an essential part of the 'service level management' practice?

• A. Problem analysis
• B. Technical knowledge
• C. Listening
• D. Diagnosis

Answer: C

NEW QUESTION 22
What is the CORRECT definition of service management?

• A. A set of specialized assets for transitioning services into the live operational environment
• 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

NEW QUESTION 23
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 24
What is described by the service value system?

• A. How to apply the systems approach of the guiding principle think and work holistically
• B. Services based on one or more products, designed to address needs of a target consumer group
• C. How all the components and activities of the organization work together as a system to enable value creation
• D. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation

Answer: C

NEW QUESTION 25
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 26
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