[UPDATED] ITIL ITIL-4-Foundation Certification Exam Questions [Q61-Q83]

ITIL-4-Foundation ITIL

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[UPDATED] ITIL ITIL-4-Foundation Certification Exam Questions [Q61-Q83]

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[UPDATED] ITIL ITIL-4-Foundation Certification Exam Questions

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Q61. Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?

Service level management

Service desk

Continual improvement

Change enablement

Explanation
The service level management practice defines, documents and manages the service levels of all the services and products. Service level management should provide the end to end visibility of all the organizational services. Service level management has to establish and provide the service views with service level target ensure meeting defined service levels by collecting, analyzing, storing and reporting all the defined target metrics of the services regularly (periodically) perform the service reviews and ensure the services meet the organization’s needs continuously identify, capture, review & report the issues related to services, its performance against the defined service targets.
Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-management-practices-processes

Q62. Which statement about the ‘service desk1 practice is CORRECT?

It provides a link with stakeholders at strategic and tactical levels

It carries out change assessment and authorization

It investigates the cause of incidents

It needs a practical understanding of the business processes

Q63. When planning ‘continual improvement’, which approach for assessing the current state of a service is CORRECT?

An organization should always use a single technique to ensure metrics are consistent

An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis

An organization should always develop competencies in methodologies and techniques that will meet their needs

An organization should always use an approach that combines Lean, Agile and DevOps methodologies

Q64. Which of the following should IT service continuity strategy be based on?
1. Design of the service metrics
2. Business continuity strategy
3. Business impact analysis (BIA)
4. Risk assessment

1, 2 and 4 only

1, 2 and 3 only

2, 3 and 4 only

1, 3 and 4 only

Q65. Which of the four dimensions include, the knowledge bases needed to deliver and manage services?

Organizations and people

Information and technology

Partners and suppliers

Value streams and processes

This includes the information and technology needed to deliver services (servers, storage, networks, databases, etc.) as well as the information and technology needed to manage those services (ITSM tools, knowledge bases, configuration information, etc.).
https://www.sysaid.com/blog/entry/everything-you-officially-need-to-know-about-itil-4

Q66. Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?

Focus on value

Collaborate and promote visibility

Think and work holistically

Keep it simple and practical

Q67. Which is a recommendation of the guiding principle ‘think and work holistically’?

Conduct a review of existing service management practices and decide what to keep and what to discard

Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner

Review service management practices and remove any unnecessary complexity

Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

Q68. What is a user?

The role that directs and controls an organization

The role that uses services

The role that authorizes budget for service consumption

The role that defines the requirements for a service

A user is a person who uses services on a day-to-day basis. Users are distinct from customers, as some customers do not use the service directly1. Users are one of the key stakeholders in service management2. References: ITIL Foundation – ITIL 4 Edition, page 5; ITIL 4 – A Pocket Guide, page 18.

Q69. Which is an activity in the ‘Problem control’ phase of problem management?

Re-assessing a known error to manage the ongoing impact.

Reviewing incident records to identity trends

Implementing a technical fix to resolve an issue

Documenting the steps in workaround

Problem Control. Problem control activities include problem analysis and documenting workarounds and known errors.
Just like incidents, problems will be prioritized based on the risk they pose in terms of probability and impact to services. Focus should be given to problems that have highest risk to services and service management.
https://www.bmc.com/blogs/itil-problem-management/#:~:text=2.,probability%20and%20impact%20to%20serv

Q70. What ensures that service providers and service consumers continue to create value together?

Service consumption

Service offerings

Service level management

Service relationship management

Service relationship management is the joint activities performed by a service provider and a service consumer to ensure continual value co-creation1. It involves establishing, maintaining, and optimizing the service relationship throughout the service lifecycle2. Service relationship management ensures that service providers and service consumers continue to create value together by aligning their objectives, expectations, and capabilities3. References: ITIL Foundation – ITIL 4 Edition, page 5; ITIL4 – A Pocket Guide, page
16; ITIL4 Practice Guide: Service Relationship Management, page 7.

Q71. Which is the definition of an IT asset?

Any financially valuable component that contributes to a service

Any request from a user that is a normal part of service delivery

Any component that needs to be managed to deliver a service

Any change of state that has significance for the management of a service

IT asset is any financially valuable component that can contribute to the delivery of an IT product or service.
The scope of IT asset management typically includes all software, hardware, networking, cloud services, and client devices
https://wiki.process-symphony.com.au/framework/lifecycle/process/it-asset-management-itil-4/#:~:text=IT%
20asset%20is%20any%20financially,cloud%20services%2C%20and%20client%20devices.

Q72. Which statement about emergency changes is CORRECT?

Emergency changes are low risk and well understood

Authorization of emergency changes may be deferred until after implementation

It is necessary to complete all documentation before an emergency charge is implemented

Emergency changes are not usually recorded in the change schedule

Emergency changes. These are changes that must be implemented as soon as possible; for example, to resolve an incident or implement a security patch. Emergency changes are not typically included in a change schedule, and the process for assessment and authorization is expedited to ensure they can be implemented quickly. As far as possible, emergency changes should be subject to the same testing, assessment, and authorization as normal changes, but it may be acceptable to defer some documentation until after the change has been implemented, and sometimes it will be necessary to implement the change with less testing due to time constraints. There may also be a separate change authority for emergency changes, typically including a small number of senior managers who understand the business risks involved.”
https://itsm.tools/why-what-change-management/#:~:text=Emergency%20changes.&text=Emergency%20changes%20are%20not%20typically,they%20can%20be%20implemented%20quickly.

Q73. What should be used to set user expectations for request fulfilment times?

The consumer demand for the service

The time that the customer indicates for service delivery

The service levels of the supplier

The time needed to realistically deliver the service

Q74. Which practice forms a link between the service provider and the users of services?

Change enablement

Service level management

Problem management

Service desk

Q75. Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?

Focus on value

Start where you are

Think and work holisocally

Optimize and automate

Q76. Which process works with incident management to ensure that security breaches are detected and logged?

Change management

Service level management

Access management

Continual service improvement

Q77. Which activity is NOT recommended by the start where you are’ guiding principle?

Involving people who are not familiar with a service when observing and assessing its activities

Applying risk management when considering to introduce new processes

Using source data to avoid any unintentional data distortion found in reports

Discarding existing processes before assessing their usefulness

Q78. In service relationships, what is a benefit of identifying consumer roles?

It enables effective stakeholder management

It provides shared service expectations

It removes constraints from the customer

It enables a common definition of value

Q79. Which dimension of service management considers the workflows and controls needed to deliver services?

Organization and people

Information and technology

Partners and suppliers

Value streams and processes

Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-four-dimensions-it-service-management

Q80. What type of change is often used for resolving incidents or implementing security patches?

Standard change

Normal change

Emergency change

Change model

A change that must be implemented as soon as possible without strictly following the standard process e.g. to resolve an incident or implement a security patch.
The process for assessment and authorization is expedited to ensure quick implementation, so scheduling and documentation is not a priority.
The change authority may be separate from what is standard or normal practice, typically smaller in number but with greater capacity to expedite approval.
https://www.bmc.com/blogs/itil-change-enablement/

Q81. Which practice has a purpose that involves creating closer, more collaborative relationships?

Suppler management

Information security management

Release management

Service configuration management

The purpose of the supplier management practice is to ensure that the organization’s suppliers and their performances are managed appropriately to support the seamless provision of quality products and services1. This practice involves creating closer, more collaborative relationships with key suppliers to improve efficiency, effectiveness, and innovation2. Reference: ITIL Foundation – ITIL 4 Edition, page 16; ITIL 4 – A Pocket Guide, page 38.

Q82. What is the difference between the ‘incident management’ and ‘service desk’ practices?

Incident management restores service operation, service desk provides communication with users

incident management manages interruptions to service desk monitors achieved service quality

incident management resolves issues, service desk investigates the underlying causes of issues

incident management resolves complex issues, service desk resolve simpler issues.

Explanation
A help desk is considered to be focused on break-fix (what ITIL calls incident management), whereas a service desk is there to assist with not only break-fix but also with service requests (requests for new services) and requests for information (such as “how do I do X?”).
https://www.atlassian.com/itsm/service-request-management/help-desk-vs-service-desk-vs-itsm#:~:text=A%20h

Q83. Which is one of the MAIN concerns of the ‘design and transition’ value chain activity?

Understanding the organization’s vision

Understanding stakeholder needs

Meeting stakeholder expectations

Ensuring service components are available

The purpose of ‘obtain/build’ value chain activity is “to ensure that service components are available when and where they are needed, and meet agreed specifications.” Service components for ‘deliver and support’ and service components for design and transition are key outputs of ‘obtain/build’ value chain activity.

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ITIL-4-Foundation (ITIL 4 Foundation) Certification Exam is an internationally recognized certification program that provides comprehensive knowledge to individuals about IT service management. ITIL 4 Foundation Exam certification is designed to help professionals understand the fundamental concepts and principles of ITIL 4 Foundation and how they can be applied in the real world. The ITIL 4 Foundation certification is the basic level of certification in the ITIL 4 certification scheme and provides a solid foundation for individuals who are starting their career in IT service management.

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[UPDATED] ITIL ITIL-4-Foundation Certification Exam Questions [Q61-Q83]

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