Created by

Shubham verma

ITIL V4 Foundation Quiz - 3

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1 / 20

1)

Which statement about change authorities is CORRECT?

Change authorities are only required for authorizing emergency changes

Change authorities are assigned when each change is deployed

Change authorities are only required for authorizing normal changes

Change authorities are assigned for each type of change and change model

2 / 20

2)

Which is an example of a business related measurement?

The number of passengers checked in

The average time to respond to change requests

The average resolution time for incidents

The number of problems resolved

3 / 20

3)

Which includes governance, management practices, and continual improvement?

The service value system

The 'deliver and support' value chain activity

The 'focus on value' guiding principle

The 'value stream and processes' dimension

4 / 20

4)

Which will NOT be handled as a service request?

The degradation of a service

The replacement of a toner cartridge

The provision of a laptop

A complaint about a support team

5 / 20

5)

Which is included in the purpose of the 'change enablement' practice?

Make new and changed services available for use

Ensure that risks have been properly assessed

Record and report selected changes of state

Plan and manage the full lifecycle of all IT assets

6 / 20

6)

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

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

7 / 20

7)

Which can act as an operating model for an organization?

The four dimensions of service management

The service value chain

The ITIL guiding principles

Continual improvement

8 / 20

8)

Which activity is part of the 'continual improvement' practice?

Identifying the cause of incidents and recommending related improvements

Authorizing changes to implement improvements

Logging and managing incidents that result in improvement opportunities

Making business cases for improvement action

9 / 20

9)

What is the definition of a problem?

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

A cause, or potential cause, of one or more incidents

An incident for which a full resolution is not yet available

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

10 / 20

10)

Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

Service request management

Service level management

Incident management

Change enablement

11 / 20

11)

Identify the missing words in the following sentence:
A user is [?] that uses services.

an organization

a role

a team

a supplier

12 / 20

12)

Which statement about the automation of service requests is CORRECT?

Service requests that cannot be automated should be handled as incidents

Service requests and their fulfilment should be automated as much as possible

Service requests that cannot be automated should be handled as problems

Service requests and their fulfilment should be carried out by service desk staff without automation

13 / 20

13)

Which practice provides a communications point for users to report operational issues, queries and requests?

Incident management

Continual improvement

Service desk

Relationship management

14 / 20

14)

Which practice recommends the use of event-based surveys to gather feedback from customers?

Service level management

Change enablement

Service request management

Problem management

15 / 20

15)

Which describes a CORRECT approach to change authorization?

Changes included in the change schedule are pre-authorized and do not need additional authorization

Normal changes should be assessed and authorized before they are deployed

Emergency changes should be authorized by as many people as possible to reduce risk

Normal changes are typically implemented as service requests and authorized by the service desk

16 / 20

16)

In which step of the 'continual improvement model' is an improvement plan implemented?

What is the vision?

How do we get there?

Take action

Did we get there?

17 / 20

17)

Which is the BEST example of a standard change?

The review and authorization of a change requested by a customer

The implementation of a critical software patch in response to a vendor security issue

The installation of a software application in response to a service request

The replacement of a component in response to a major incident

18 / 20

18)

Which statement about a service value stream is CORRECT?

It uses prescriptive inputs and outputs

It is a value chain activity

It integrates practices for a specific scenario

It is used to provide governance

19 / 20

19)

A service offering may include goods, access to resources, and service actions. Which is an example of a service action?

A mobile phone enables a user to work remotely

A password allows a user connect to a WiFi network

A license allows a user to install a software product

A service desk agent provides support to a user

20 / 20

20)

Which statement about outputs is CORRECT?

They consist of several outcomes

They capture customer demand for services

They contribute to the achievement of outcomes

They describe how the service performs

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The average score is 60%

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