Highest Quality ITIL-4-Foundation Cram 2021

NEW QUESTION 1
What is a recommendation of the ‘focus on value’ guiding principle?

• A. Make ‘focus on value’ a responsibility of the management
• B. Focus on the value of new and significant projects first
• C. Focus on value for the service provider first
• D. Focus on value at every step of the improvement

Answer: D

NEW QUESTION 2
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 3
Which is NOT a structure of service desk that is described in the ITIL service operation guidance?

• A. Local
• B. Centralized
• C. Outsourced
• D. Virtual

Answer: C

NEW QUESTION 4
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 5
Which statement about known errors and problems is CORRECT?

• A. Known error is the status assigned to a problem after it has been analysed
• B. A known error is the cause of one or more problems
• C. Known errors cause vulnerabilities, problems cause incidents
• D. Known errors are managed by technical staff, problems are managed by service management staff

Answer: A

NEW QUESTION 6
Which statement about service desks is CORRECT?

• A. The service desk should work in close collaboration with support and development teams
• B. The service desk should rely on self-service portals instead of escalation to support teams
• C. The service desk should remain isolated from technical support teams
• D. The service desk should escalate all technical issues to support and development teams

Answer: A

NEW QUESTION 7
Which is an objective of the design coordination process?

• A. To produce service design packages and ensure they are handed over to service transition
• B. To assess and evaluate all changes and their impact on service designs
• C. To document the initial structure and relationship between services and customers
• D. To gather and document new service level requirements from the customer

Answer: A

Explanation:
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NEW QUESTION 8
What should a release policy include?

• 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)

Answer: C

NEW QUESTION 9
What is the purpose of the ‘deployment management’ practice?

• A. To ensure services achieve agreed and expected performance
• B. To make new or changed services available for use
• C. To move new or changed components to live environments
• D. To set clear business-based targets for service performance

Answer: C

NEW QUESTION 10
Which is a key requirement for a successful service level agreement?

• A. It should be written in legal language
• B. It should be simply written and easy to understand
• C. It should be based on the service provider’s view of the service
• D. It should relate to simple operational metrics

Answer: B

NEW QUESTION 11
Which statement about the steps to fulfill a service request is CORRECT?

• A. They should be complex and detailed
• B. They should be well-known and proven
• C. They should include incident handling
• D. They should be brief and simple

Answer: B

NEW QUESTION 12
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 13
Where should all master copies of controlled software and documentation be stored?

• A. In the definitive capacity library
• B. In the definitive media library
• C. In the definitive security library
• D. In the definitive production library

Answer: B

NEW QUESTION 14
Which guiding principle recommends coordinating all dimensions of service management?

• A. Start where you are
• B. Think and work holistically
• C. Keep it simple and practical
• D. Progress iteratively with feedback

Answer: B

NEW QUESTION 15
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

• A. Each iteration should be designed before starting the initiative and implemented without feedback
• B. Feedback should only be taken into account when one iteration fails to meet its objective
• C. Feedback should be reduced for large improvements as it is unlikely that circumstances will change
• D. Each iteration should be continually re-evaluated based on feedback

Answer: D

NEW QUESTION 16
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.

• A. 'focus on value' guiding principle
• B. service value system
• C. 'service request management' practice
• D. four dimensions of service management

Answer: B

NEW QUESTION 17
Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?

• A. Service operation
• B. Service transition
• C. Continual service improvement D18912E1457D5D1DDCBD40AB3BF70D5D
• D. Service strategy

Answer: C

NEW QUESTION 18
Which describes a standard change?

• A. A high-risk change that needs very thorough assessment
• B. A change that is typically implemented as a service request
• C. A change that must be implemented as soon as possible
• D. A change that needs to be scheduled, assessed and authorized following a defined process

Answer: B

NEW QUESTION 19
Which statement about the ‘four Ps’ of service design is CORRECT?

• A. Processes refers to skill and training
• B. Partners refers to suppliers and vendors
• C. People refers to technology and tools
• D. Products refers to producers and metrics

Answer: B

Explanation:
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NEW QUESTION 20
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

• A. Incident management
• B. Continual improvement
• C. Service request management
• D. Problem management

Answer: B

NEW QUESTION 21
What are the MOST important skills required by service desk staff?

• A. Incident analysis skills
• B. Technical skills
• C. Problem resolution skills
• D. Supplier management skills

Answer: A

NEW QUESTION 22
Which dimension considers how knowledge assets should be protected?

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

Answer: C

NEW QUESTION 23
What are the types of asset management?

• A. IT asset management and software asset management
• B. Operational and technical management
• C. IT asset management and technical management
• D. Operational management and IT asset management

Answer: A

NEW QUESTION 24
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