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ITIL Foundation (V4) Questions and Answers

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Viewing page 12 out of 15 pages

Viewing questions 111-120 out of questions

Questions # 111:

What is a problem?

Options:

An addition or modification that could have an effect on services

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

A cause or potential cause of one or more incidents

An unplanned reduction in the quality of a service

Answer

Questions # 112:

What is an event?

Options:

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

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

Cause of one or more incidents

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

Answer

Questions # 113:

Which service catalogue view is considered beneficial when constructing the relationship between services,

SLAs, OLAs, and other underpinning agreements?

Options:

Service-based SLA view

Wholesale customer view

Retail customer view

Supporting services view

Answer

Questions # 114:

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:

1 and 4

3 and 4

2 and 3

1 and 2

Answer

Questions # 115:

Identify the Missing word(s) in the following sentence

A(n) [?] cause, or potential cause, of one or more incidents?

Options:

Change

Event

Known error

Problem

Answer

Explanation

ITIL® defines a problem as a cause, or potential cause, of one or more incidents. A known error is a problem that has been analyzed but not resolved.

https://www.bmc.com/blogs/itil-problem-management/

Questions # 116:

Identify the missing work in the following sentence.

An organization which is undertaking an improvement initiative should [?] the existing methods and services when building for the future.

Options:

Consider

Discard

Re-use

Improve

Answer

Questions # 117:

What is MOST LIKELY to be handled as a service request?

Options:

An emergency change to apply a security patch

The implementation of a workaround

Providing a virtual server for a development team

Managing an interruption to a service

Answer

Questions # 118:

What is defined as "the role that uses services?

Options:

Service consumer

Customer

User

Sponsor

Answer

Explanation

User: A person who uses services; e.g. the company employees.

https://www.bmc.com/blogs/itil-key-concepts-service-management/

Questions # 119:

Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?

Options:

Service relationship management

Service consumption

The service value system

The release management' practice

Answer

Explanation

Organizations maximize co-creation of value with their customers by facilitating the outcomes they want to achieve. The four dimensions of service management have shown that a holistic approach is the best way for an organization to:

Achieve its goals in delivering quality and cost effective services

Meet the needs of its customers

Satisfy the requirements of its stakeholders

https://www.bmc.com/blogs/itil-service-value-system/

Questions # 120:

Which is the FIRST action when optimizing a service?

Options:

Assess the current state

Implement the improvement

Understand the organizational context

Agree the future state

Answer

Explanation

There are many ways in which practices and services can be optimized. Regardless of the specific techniques, the path to optimization follows these high-level steps:

Understand and agree the context in which the proposed optimization exists

Assess the current state of the proposed optimization

Agree what the future state and priorities of the organization should be, focusing on simplification and value

Ensure the optimization has the appropriate level of stakeholder engagement and commitment

Execute the improvements in an iterative way

Continually monitor the impact of optimization

https://www.bmc.com/blogs/itil-guiding-principles/

Viewing page 12 out of 15 pages

Viewing questions 111-120 out of questions