ITIL ITIL-4-Foundation Exam Questions Free Practice Test

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Viewing questions 121-135 out of questions

Questions # 121:

Which describes a set of defined steps for implementing improvements?

Options:

The ‘improve’ value chain activity

The ‘continual improvement register’

The ‘continual improvement model’

The ‘engage’ value chain activity

Expert Solution

Questions # 122:

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

Options:

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

Understanding the methods applicable to complex systems

Eliminating metrics which do not contribute to achieving an objective

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

Expert Solution

Questions # 123:

Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

Options:

Incident management

Continual improvement

Service request management

Problem management

Expert Solution

Questions # 124:

What is described by the service value system?

Options:

How to apply the systems approach of the guiding principle think and work holistically

Services based on one or more products, designed to address needs of a target consumer group

How all the components and activities of the organization work together as a system to enable value creation

Joint activities performed by a service provider and a service consumer to ensure continual value co-creation

Expert Solution

Questions # 125:

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

Options:

Problem investigation and resolution

Incident analysis and prioritization

Business analysis and commercial management

Balanced scorecard reviews and maturity assessment

Expert Solution

Questions # 126:

Which describes a standard change?

Options:

A high-risk change that needs very thorough assessment

A change that is typically implemented as a service request

A change that must be implemented as soon as possible

A change that needs to be scheduled, assessed and authorized following a defined process

Expert Solution

Questions # 127:

What should be done for every problem?

Options:

It should have a workaround to reduce the impact

It should be prioritized based on its potential impact and probability

It should be resolved so that it can be closed

It should be diagnosed to identify possible solutions

Expert Solution

Questions # 128:

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

Options:

The incident priority

The incident category

A change schedule

A self-help tool

Expert Solution

Questions # 129:

Which describes outcomes?

Options:

Tangible or intangible deliverables

Results desired by a stakeholder

Configuration of an organization's resources

Functionality offered by a product or service

Expert Solution

Questions # 130:

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:

3 and 4

2 and 3

1 and 4

1 and 2

Expert Solution

Questions # 131:

Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?

Options:

Relationship management

Continual improvement

Service configuration management

Service level management

Expert Solution

Questions # 132:

What is an output?

Options:

A possible event that could cause harm or loss

Something created by carrying out an activity

A result for a stakeholder

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

Expert Solution

Questions # 133:

Which is a key consideration for the guiding principle 'keep it simple and practical'?

Options:

Try to create a solution for every exception

Start with a complex solution, then simplify

Understand how each element contributes to value creation

Ignore the conflicting objectives of different stakeholders

Expert Solution

Questions # 134:

Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

Options:

Each iteration should be designed before starting the initiative and implemented without feedback

Feedback should only be taken into account when one iteration fails to meet its objective

Feedback should be reduced for large improvements as it is unlikely that circumstances will change

Each iteration should be continually re-evaluated based on feedback

Expert Solution

Questions # 135:

Which dimension considers how knowledge assets should be protected?

Options:

Organizations and people

Partners and suppliers

Information and technology

Value streams and processes

Expert Solution

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