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ITIL Foundation (V4) Questions and Answers

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Questions # 21:

Which is the addition, modification or removal of anything that could have an effect on services?

Options:

A change

An event

An incident

A problem

Answer

Questions # 22:

Which can act as an operating model for an organization?

Options:

The four dimensions of service management

The service value chain

The ITIL guiding principles

Continual improvement

Answer

Questions # 23:

Which statement about the service value chain is CORRECT?

Options:

The service value chain converts value into demand

Each value chain activity uses different combinations of practices to convert inputs into outputs

Each value chain activity identifies a requirement for resources from an external supplier

The service value chain uses value streams to describe a combination of consumers and providers

Answer

Questions # 24:

In which case would a problem be logged?

Options:

When the cause is identified but not resolved

After analysis of error information from a supplier

When a user reports an unplanned service interruption

Alter a workaround is identified and documented

Answer

Questions # 25:

Which is a use of a change schedule?

Options:

Speeding up the planning and authorization of emergency changes

Providing information about deployed changes to help manage incidents and problems

Providing a means of initiating and assessing normal changes

Tracking and managing improvement ideas from identification through to final action

Answer

Questions # 26:

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

Options:

Service level management

Change enablement

Continual improvement

Service desk

Answer

Questions # 27:

Which statement about the 'optimize and automate' guiding principle is CORRECT?

Options:

Activities should be automated before they are optimized

Automation is best applied to non-standard tasks

Technology eliminates the need for human intervention

Automation frees human resources for more complex activities

Answer

Questions # 28:

What should be considered as part of the 'partners and suppliers' dimension?

Options:

The level of integration and formality involved in the relationships between organizations

The activities, workflows, controls and procedures needed to achieve the agreed objectives

The information created, managed and used in the course of service provision and consumption

The required skills and competencies of teams and individual members of the organization

Answer

Questions # 29:

What is the MAIN benefit of 'problem management'?

Options:

Restoring normal service as quickly as possible

Reducing the number and impact of incidents

Maximizing the number of successful changes

Managing workarounds and known errors

Answer

Questions # 30:

Which BEST describes the purpose of the 'improve' value chain activity?

Options:

To organize a major improvement initiative into several smaller initiatives

To make new and improved services and features available for use

To ensure a shared understanding of the vision and improvement direction for all products and services

To continually improve all products and services across all value chain activities

Answer

Explanation

“The purpose of the improve value chain activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.”

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