Free ITIL v4 Foundation Practice Questions (Part 1)

Ref:📕ITIL Foundation, ITIL (ITIL 4 Foundation)

ITIL v4 – Part 1

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What is the primary function of Infrastructure as a Service (IaaS) in cloud service models?

A. The consumer uses the software applications running in the cloud without having to manage the infrastructure.

B. The consumer deploys applications in the cloud using supported languages and tools without having to manage the infrastructure.

C. The consumer gets storage, processing, and other computing resources without having to control the underlying infrastructure.

D. The consumer has full control over all aspects of the cloud infrastructure.

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What is one of the key requirements for successful SLAs as mentioned in the ’Plan’ section?

A. They should be written in complex terminology

B. They should be based only on operational metrics

C. They must reflect an agreement between the service provider and the service consumer

D. They should avoid engaging with all stakeholders

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What is the main concept of ’Keep it simple and practical’ in ITIL v4?

A. Every process, service, action, or metric should be present regardless of its value.

B. Every exception should have a specific solution to avoid over-complication.

C. Minimum steps should be used to accomplish an objective, eliminating those that do not provide value.

D. The costliest methods should be avoided to maximize outcomes.

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What is the purpose of service continuity management practice?

A. To ensure that the availability and performance of a service are maintained in case of a disaster

B. To provide a framework for building organizational resilience

C. To guarantee the safeguarding of the organization’s reputation, brand, and value-creating activities.

D. All of the above

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How does the ’Obtain/build’ activity benefit from the architecture management practice?

A. It provides a structure and dynamic for the service.

B. It is used to develop and maintain a reference architecture.

C. It aids in identifying which products, services, or service components need to be obtained or built.

D. It is used for the operation, restoration, and maintenance of products and services.

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What does the principle ’Collaboration does not mean consensus’ in ITIL v4 imply?

A. All team members must agree before proceeding with an initiative

B. Everyone’s needs must be met for an initiative to be successful

C. Consensus on an initiative is not always required or beneficial

D. Collaboration requires all stakeholders to work in complete harmony

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In the context of ITIL v4’s supplier management practice, what is the purpose of the ’Performance management’ activity?

A. To understand new or changed service requirements and develop a sourcing strategy.

B. To manage warranty requirements or clauses and make warranty claims.

C. To ensure that the organization obtains value for money and the performance delivery of the supplier.

D. To set up and track operational measures that have been mutually agreed with suppliers, focusing on key measures.

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What is the purpose of a Warranty requirements test?

A. To test the speed and capacity of the system under different loads

B. To test the vulnerability, policy compliance, penetration, and denial of service risk

C. To verify the presence of necessary documentation, training, support model definition, and knowledge transfer

D. To test the function of individual components of the system

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According to the ’Engage’ section in ITIL v4, what are CX and UX in the context of service design?

A. Metrics to measure the financial performance of a service

B. Communication strategies between the organization and customers

C. Examples of engagement, focusing on customer experience and user experience

D. Techniques for identifying, assessing and treating design risks

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What is one of the ways services can create value for stakeholders in the ’society and community’ sector according to ITIL v4?

A. By providing dividends

B. By contributing to the development of the community

C. By optimizing costs and risks

D. By offering financial and non-financial incentives

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What does the integration test type involve in a test strategy?

A. A test of an individual system component

B. Overall testing of a system including software and platforms

C. Testing a group of dependent software modules together

D. Checking for the verification of necessary documentation, training, support model definition, and knowledge transfer

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What is the main purpose of the release management practice in ITIL v4?

A. To develop new software versions

B. To handle all software deployments

C. To make new and changed services and features available for use

D. To manage the IT staff

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What are the responsibilities of the service integrator in the ’Obtain/build’ process within the service value chain?

A. For defining requirements for contracts and agreements related to new or changed products or services

B. For heading regular forums and steering committees.

C. For supporting the procurement or obtaining of products, services, and service components from third parties

D. For engaging with all suppliers and for the evaluation and selection of suppliers

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In the context of ITIL v4 and risk management, which of the following statements is NOT correct?

A. Risks are always perceived as threats and need to be avoided at all costs

B. Failure to take certain opportunities can also be viewed as a risk

C. The effectiveness of service management can prevent certain products and services from becoming threats

D. A key function of risk management is to balance potential enterprise benefits against the costs of risk mitigation

15 / 290

According to the ITIL v4, how is business driver defined?

A. It is the process of creating value for customers

B. It is a key strategic capability of IT service management

C. It is the need for stability and predictability in the face of change

D. It is the role of IT in opening fresh opportunities for value creation and becoming a source of competitive advantage

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What are some key inputs to the ’Improve’ value chain activity?

A. Policies and requirements provided by the governing body

B. Stakeholders’ feedback provided by engage

C. Performance information and improvement opportunities provided by all value chain activities

D. All of the above

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What does the Engage value chain activity within service catalogue management entail?

A. It provides service catalogue views for procurement of components and services

B. It considers and publishes information security policy, IT service continuity levels, and service offerings

C. It monitors and evaluates service catalogue descriptions and demand patterns to support continual improvement

D. It enables strategic, tactical, and operational relationships with customers and users

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What are the types of events often classified as in the ’Obtain/Build’ practice of ITIL v4?

A. Informational, Warning, and Notifications

B. Warning, Exception, and Notifications

C. Informational, Exception, and Notifications

D. Informational, Warning, and Exceptions

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What is the purpose of prevention in information security management according to ITIL v4?

A. To ensure that security incidents don’t occur

B. To differentiate between external and internal security threats

C. To recover from incidents after they are detected

D. To detect rapidly and reliably incidents that cannot be prevented

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What are the key inputs to the ’Deliver and support’ activity?

A. New and changed products provided by design and transition

B. Improvement opportunities provided by improve

C. Services delivered to customers and users

D. Both A and B

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What activities are included in service provision as described in ITIL v4?

A. Management of the consumer’s resources needed to use the service

B. Management of the provider’s resources, configured to deliver the service

C. Service actions performed by users

D. Joint activities performed to ensure continual value co-creation

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In the context of ITIL v4, what is the difference between an output and an outcome?

A. An output is a tangible or intangible deliverable of an activity, and an outcome is how well that output performs in real time

B. An output is a deliverable of an activity that is tangible, and an outcome is a intangible result enabled by one or more outputs

C. An output is a tangible or intangible deliverable of an activity, and an outcome is a result for a stakeholder enabled by one or more outputs

D. An output is the result of an activity, and an outcome is the tangible deliverable from that activity

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What activities does service consumption include according to the ITIL v4?

A. Management of the provider’s resources, ensuring access, and fulfilling service actions

B. Training services, broadband services, and car-hire services

C. Management of consumer’s resources needed to use the service and service actions performed by users

D. Joint activities performed by a service provider and a service consumer

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The ITIL Service Value Chain, one of the core components of the ITIL SVS, is designed to address what specific need?

A. Need for linear management of services

B. Need for multimodal service management

C. Need for single-path service delivery

D. Need for vertical hierarchy in ITSM

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What are the three types of events, according to the ’Improve’ section of the ITIL v4 materials?

A. Actionable, Anomalous, Alert

B. Informational, Warning, Exceptions

C. Critical, Major, Minor

D. Predictive, Preventive, Proactive

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What is the balance that must be maintained in the information security management practice?

A. Encrypting the Confidentiality, Integrity and Availability of information

B. Ensuring Prevention, Detection and Correction of incidents

C. Focusing only on prevention of security incidents

D. Focusing only on correction of incidents

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What is an essential step in focusing on value according to the ITIL v4?

A. Starting new and exciting projects

B. Determining who the service consumer and key stakeholders are

C. Promoting the organization’s products or services

D. Focusing on reducing the organization’s risks

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According to ITIL v4, which elements are essential to address the human factor for a successful improvement initiative?

A. Clear and relevant objectives, strong and passive leadership, willing and unprepared participants, sustained improvement

B. Clear and irrelevant objectives, strong and committed leadership, willing and prepared participants, sustained improvement

C. Unclear and relevant objectives, strong and committed leadership, unwilling and prepared participants, sustained improvement

D. Clear and relevant objectives, strong and committed leadership, willing and prepared participants, sustained improvement

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What is a crucial first step before attempting to automate processes according to the ITIL v4 ’Simplify and/or optimize before automating’ principle?

A. Implement the new automation immediately

B. Map out and streamline standard and repeating processes

C. Begin with the most complex and suboptimal processes

D. Ignore all other guiding principles

30 / 290

According to ITIL v4, what is the purpose of the availability management practice?

A. To negotiate and agree on achievable service targets

B. To design infrastructure and applications for optimal service delivery

C. To ensure services deliver agreed levels of availability to meet the needs of customers and users

D. To monitor, analyze and report service availability

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What is the key change in the Incident management practice due to the advent of cloud computing according to ITIL practices?

A. The practice will change from knowing how to fix in-house issues, to knowing which service is supported by which cloud provider.

B. The practice will cease to be relevant due to cloud computing.

C. The practice will remain same as in traditional computing with no significant changes.

D. The practice focuses on IT security, data protection, and regulatory compliance.

32 / 290

What are the two most common methods to deliver projects mentioned in the project management practice?

A. The Spiral and the Waterfall methods

B. The Agile and the Waterfall methods

C. The Lean and the Agile methods

D. The Waterfall and Scrum methods

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What are the three types of changes in ’Design and transition’ covered under ITIL v4?

A. Major changes, Substantial changes, and Micro changes

B. Standard changes, Normal changes, and Emergency changes

C. Initial changes, Middle changes, and Final changes

D. Transformational changes, Subtle changes, and Significant changes

34 / 290

What is a significant risk when restricting the application of business analysis to software development alone?

A. It overshadows the importance of IT.

B. There can be a development of incomplete solutions.

C. It highly increases the cost of a project.

D. The software may become redundant.

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What is the main role of the service desk in the ’Engage’ activity within the ITIL service value chain?

A. The service desk is involved in acquiring service components used to fulfil service requests and resolve incidents.

B. The service desk serves as the main channel for tactical and operational engagement with users.

C. The service desk contributes to the design and transition of new and changed services.

D. The service desk is the singular point for managing incidents and service requests.

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How does the knowledge management practice contribute to the ’Engage’ activity in the service value chain?

A. By making sound portfolio decisions and defining strategies.

B. By improving the efficiency of building and obtaining solutions.

C. By allowing a better understanding of stakeholders through the context and history of relationships.

D. By re-using solutions in standard situations.

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Under the ’Engage’ section in the ITIL v4, which among the following roles is not listed?

A. Business Analysts

B. Project Management

C. Sales Managers

D. IT Manager

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What is the main purpose of ITIL 4?

A. To introduce new ways of working such as Lean, Agile, and DevOps into the ITSM industry

B. To revoke the established ITSM practices

C. To provide the organizations with the guidance they need to address new service management challenges and utilize the potential of modern technology

D. To ensure IT-enabled services are discontinued

39 / 290

What characterizes ’Normal changes’ in the change control practice according to ITIL v4?

A. Changes that must be implemented as soon as possible

B. Changes that are well understood and fully documented

C. Changes that need to be scheduled, assessed, and authorized following a process

D. Changes that are low-risk and pre-authorized

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What is the definition and use of ’User outage minutes’ in the context of availability management?

A. It is a type of measurement that is calculated by subtracting the number of transactions completed from the expected number within a specific time period

B. It is a measure calculated by adding up the minutes after which the service becomes slow and effectively unusable

C. It refers to a measure which is calculated by the duration of an incident multiplied by the number of users impacted or by adding up the minutes each user is affected

D. It is a figure representing total loss in business value which is calculated considering the business impact caused due to IT service failures

41 / 290

What does Service validation focus on in ITIL v4?

A. Establishing and verifying acceptance criteria for deployment and release management

B. Focused only on warranty-based acceptance criteria

C. Focused only on utility-based acceptance criteria

D. Establishing and verifying security requirements only

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What does ITIL 4 address in the broader context of ITSM practices?

A. Customer experience and value streams

B. New ways of working, such as Lean, Agile, and DevOps

C. Both A and B

D. Neither A nor B

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What are the three key innovations that have significantly impacted financial management according to the ITIL v4?

A. Cloud computing, Big Data, and AI

B. Digital technologies, Blockchain, and IT budgets and payment models

C. Cloud computing, IT budgets and payment models, and Cryptocurrencies

D. Big Data, AI, and Cryptocurrencies

44 / 290

What functionalities should a successful service catalogue offer to promote ongoing adoption?

A. It only needs to provide a static platform for publishing information about IT services

B. It automates request and order fulfilment processes

C. It promotes diversity and complexity with separate service catalogues for different systems

D. Provides only technical information

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What are some of the key characteristics of cloud computing as mentioned in the text?

A. Centrally controlled resource allocation and fixed resource availability

B. On-demand availability and rapid elasticity

C. Internet access required only for setup

D. Services measured from the service provider’s perspective

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What is the main purpose of the service financial management practice in the context of the SVS?

A. To support decision-making by the governing body regarding best allocation of financial resources

B. To ensure the organization’s financial resources and investments are used effectively

C. To provide visibility into budgeting, costing, and accounting of the organization’s products and services

D. All of the above

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What is the main aim of feedback loops as utilized in Agile, ITIL and DevOps methods?

A. To ensure all stakeholders have the same understanding of the project

B. To overburden the team with communication

C. To quickly return information from delivery and support to software development and technology operations

D. To disrupt the work flow

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What does ’Lost business value’ in availability management practice signify?

A. The value calculated by subtracting the number of transactions from the number expected to have happened during the time period.

B. The value calculated by measuring how business productivity was impacted by any failures of supporting IT services.

C. The value calculated by multiplying incident duration by the number of users impacted.

D. The value calculated based on user satisfaction regarding service availability.

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What are the core components of the ITIL Service Value System (SVS)?

A. The ITIL service value chain, The ITIL practices, The ITIL guiding principles, governance, continual improvement

B. The ITIL service value chain, The four dimensions model, The ITIL practices, governance, continual improvement

C. The ITIL practices, The ITIL guiding principles, governance, The four dimensions model, continual improvement

D. The ITIL service value chain, The ITIL guiding principles, The four dimensions model, governance, continual improvement

50 / 290

What are the two main questions a good IT service report or dashboard should answer according to ITIL v4?

A. How many resources do we have and how are they being used?

B. How many users have accessed the service and how long did they stay?

C. How far are we from our targets and what bottlenecks prevent us from achieving better results?

D. How much time does it take to complete certain processes and how can we shorten it?

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What challenges can a modern organization face as per the General Management Practices in ITIL v4?

A. Increasing efficiency and automation

B. Managing complexity of environment

C. Achieving organizational agility and resilience

D. All of the above

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What does it mean when a service or service offering has both sufficient utility and warranty?

A. It only provides utility but no warranty

B. It only provides warranty but no utility

C. Both utility and warranty are necessary for a service to facilitate its desired outcomes and therefore help create value

D. Neither utility nor warranty are necessary for a service to facilitate its desired outcomes and therefore help create value

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What are the guiding principles according to the ITIL SVS?

A. A set of interconnected activities that an organization performs to deliver a valuable product or service

B. A recurring organizational activity performed at all levels

C. Recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure

D. Sets of organizational resources designed for performing work or accomplishing an objective

54 / 290

What are the two main questions a good report or dashboard should answer?

A. What are our targets and how can we achieve them?

B. How far are we from our targets and what do we need to do next?

C. How far are we from our targets and what bottlenecks prevent us from achieving better results?

D. What is the current performance of our products and services and how can we improve?

55 / 290

What does service design encompass in the ’Design and transition’ stage according to the ITIL v4?

A. It includes the identification of products, services, and service components

B. It manages the user’s full journey, through operation, restoration, and maintenance of the service

C. It is focused on managing every aspect of the complete CX

D. It design products and services that are easy to use, desirable, and that can be delivered by the organization

56 / 290

How does cloud computing typically affect an organization’s IT service management (ITSM)?

A. Increases the need of infrastructure management expertise on part of the service provider

B. Lowers requirements for network availability and security

C. Increases the focus of service monitoring and control on in-house infrastructure

D. Replaces parts of infrastructure previously managed by the service provider with a partner’s cloud service

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What does the guiding principle of ’think and work holistically’ aim to resolve in an organization?

A. It aims to resolve individual behaviours that are counterproductive

B. It aims to resolve efficiency issues related to Agile methodologies

C. It aims to breakdown barriers between silos of work

D. It aims to resolve conflicts between business units

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What does the ITIL continual improvement model help to ensure?

A. The improvements are linked to the organization’s goals and are properly prioritized

B. Services are provided only at the strategic level

C. The steps of this model need to be carried out in a linear fashion

D. Continual improvement is disregarded at the operational level

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What is the primary focus of the first step in the continual improvement model?

A. Evaluating the organization’s overall performance

B. Translating the organization’s vision and objectives for the specific business units, and creating a high-level vision for planned improvement

C. Allocating resources for improvement activities

D. Evaluating stakeholders and their roles

60 / 290

What does ITIL 4 provide organizations to address new service management challenges and utilize the potential of modern technology?

A. A static, one-size-fits-all approach

B. Limited guidance on outdated practices

C. The latest in computer hardware

D. Guidance to ensure a flexible, coordinated and integrated system for governance and management of IT-enabled services

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What considerations are important during the ’Take action’ phase of an improvement, as suggested in ITIL v4?

A. Strict adherence to the initial plan

B. Continual measurement of progress and risk management

C. Achieving desired results as fast as possible, regardless of possible subsequent issues

D. Ignoring smaller improvement iterations

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What are the three phases of problem management as described in ITIL?

A. Incident analysis, problem analysis, error control

B. Problem analysis, error control, incident resolution

C. Incident identification, problem control, workaround application

D. Problem identification, problem control, error control

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What are the key components of the ITIL Service Value System (SVS)?

A. Organizational governance, continual improvement, service management, guiding principles, service value chain, practices

B. Quality Assurance, Governance, Resourcing, Project Management, Stakeholder Analysis

C. Decision making, investment, marketing, sales, customer service

D. Leadership, financial management, technical skills, customer service, product development

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How does the knowledge management practice contribute to the ’Design and transition’ value chain activity in ITIL v4?

A. By making sound portfolio decisions and defining strategies and plans

B. By providing context for the assessment of achievements and improvement planning

C. By knowing the solutions and technologies available, and reusing information to make this activity more effective

D. By reusing solutions in standard situations and better understanding the context of non-standard situations

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What are the three main steps to ensure risk management is effective according to ITIL v4?

A. Identification, Assessment, Treatment

B. Assessment, Treatment, Monitoring

C. Identification, Monitoring, Analysis

D. Analysis, Treatment, Monitoring

66 / 290

What activity is described in the passage?

A. Initial software testing

B. Deployment of a new software version

C. Second-line support’s role in user software troubleshooting

D. User software installation on the service portal

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What are the three core steps outlined in effective risk management?

A. Identify, Assure, Treat

B. Identify, Asses, Tackle

C. Identify, Assess, Treat

D. Inspect, Assess, Tackle

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What is one key role in the ’Deliver and support’ section of ITIL v4?

A. Software developer

B. Admin assistant

C. Project manager

D. Network engineer

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What is the purpose of Regression Test in ITIL v4?

A. To perform testing on a single system component

B. To check whether previously working functions were impacted

C. To verify the necessary documentation and training

D. To test the system’s performance and capacity under load

70 / 290

What factors may influence an organization’s strategy when using suppliers.

A. Corporate culture, resource scarcity, cost concerns

B. Subject matter expertise, external constraints, demand patterns

C. Strategic focus, corporate culture, external constraints

D. All of the above

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What are the key inputs to the ITIL Service Value System (SVS)?

A. Demand and value

B. Opportunity and demand

C. Opportunity and Governance

D. Governance and value

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What factors need to be considered in the assessment of a service in ITIL framework?

A. Only the costs that will be incurred

B. Only the risks that might affect the service

C. Both the utility and warranty of the service

D. The size and reputation of the organization offering the service

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What does the term ’mean time between failures’ (MTBF) specifically measure in the context of ITIL?

A. The average time it takes to restore a service after a failure

B. The rate at which a service can recover from a failure

C. The frequency at which a service fails

D. The impact of a service failure on a business

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What are the key activities that happen during the ’Plan, engage, design and transition’ phase in ITIL v4 practices?

A. Defining the goals, engaging stakeholders, designing the system and implementation

B. Delivering the project, defining risks, removing barriers, IT system design

C. Managing finances, organizing work structure, system design, implementing

D. Planning of the work, assigning individuals to tasks, creating a communication plan, notifying relevant staff

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What characterizes a ’Standard change’ in the ITIL v4 framework?

A. It is a high-risk change that requires a top-tier change authority.

B. It is a change that is implemented without requiring additional authorization each time it is carried out.

C. It is a change that must be implemented immediately to resolve an ongoing incident or to implement a security patch.

D. It is a type of change that needs to be scheduled, assessed, and authorized following a specific process.

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What are the factors that may influence an organization’s strategy when using suppliers?

A. Corporate culture and Cost concerns

B. Demand patterns and resources availability

C. Strategic focus and Subject matter expertise

D. All of the above

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What is the primary purpose of the incident management practice according to the ITIL v4 framework?

A. To display incidents to the public to showcase effective problem solving

B. To restore normal service operation as quickly as possible after an incident

C. To consume as many resources as possible

D. To only manage high impact incidents to ensure they are resolved first

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What is the function of the service desk according to the ITIL v4 ’Improve’ section?

A. To solely address and resolve technical issues

B. To act as the main channel for tactical and operational engagement with users

C. To manage the company’s social media accounts

D. To function as a centralized team in a single location only

79 / 290

According to the ITIL v4, what are the specific roles involved in service consumption?

A. Users, clients, and stakeholders

B. Users, customers, and beneficiaries

C. Customers, users, and sponsors

D. Clients, users, and hosts

80 / 290

What is pull deployment in ITIL v4?

A. The new or changed components are deployed to just part of the production environment at a time.

B. Components are integrated, tested, and deployed when they are needed

C. New or changed components are deployed to all targets at the same time.

D. New or changed software is made available in a controlled repository, and users download the software to client devices when they choose.

81 / 290

In the context of ITIL v4, what best describes a Hybrid cloud?

A. A cloud infrastructure exclusive to a specific organization and located within its premises

B. A cloud located on the provider’s premises and provisioned for open use

C. A cloud consisting of various services meant to support a group of customers with the same requirements

D. A cloud infrastructure which is a composition of two or more distinct infrastructures interconnected by technology that enables data and application portability

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What is the purpose of identifying and understanding the various value streams an organization has?

A. To analyze the organization’s current state and identify any barriers to workflow and non-value-adding activities

B. To eliminate all the services that are no longer in demand

C. To redefine the organization’s strategy

D. To create a new series of steps that the organization uses

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What is one of the activities involved in the ’Obtain/build, design and transition, improve’ section of ITIL v4?

A. The service is immediately rolled out without review

B. Service improvement plans are ignored

C. The service is reviewed and feedback offered after the first iteration, leading to a re-prioritized product backlog

D. The service design is left unchanged regardless of feedback

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What is one of the activities in the ’Plan’ section as indicated by the ITIL v4?

A. The potential costs and risks of various approaches are discussed and input is provided to portfolio management.

B. The financial results of IT development are analysed.

C. Risk assessments are conducted by the project management office.

D. Service financial management is identified as an activity.

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What is the purpose of separating interactions between ‘systems of record’ like the configuration management database and ‘systems of engagement’ like collaboration tools, as described in the context of Agile and ITIL methodologies?

A. To manage costs associated with software increments

B. To create a division of responsibilities between software development and technical operations teams

C. To better manage the services and facilitate collaboration among development teams

D. To prevent the rapid delivery of product increments at the expense of holistic view

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What does the term ’demand’ signify in the ITIL SVS?

A. The need or desire for products and services from internal and external customers.

B. The automatic acceptance of all opportunities by an organization.

C. The triggering of work within the system irrespective of the demand.

D. The prioritization of new or changed services with opportunities for improvement.

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How does knowledge management contribute to the ’Obtain/Build’ value chain activity according to ITIL v4?

A. It enhances efficiency by providing sufficient knowledge of solutions and technologies, and through re-using information.

B. It enables improved stakeholder relationships by understanding historical contexts.

C. It helps in planning strategy and making sound portfolio decisions.

D. It aids in the continuous improvement process by providing historical context for assessment.

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What is the primary purpose of using Kanban in ITIL v4 practices and services?

A. To ensure the optimization has the appropriate level of stakeholder engagement

B. To automate services

C. To improve and optimize performance

D. To determine the future state and priorities of the organization

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What is the purpose of measurement and reporting practice in ITIL v4?

A. To support good decision-making and continual improvement by decreasing the levels of uncertainty

B. To evaluate the profit, growth, and competitive advantage of an organization

C. To define operational critical success factors (CSFs) and related key performance indicators (KPIs)

D. To achieve intended results and meet objectives

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What is the primary purpose of service configuration management in the ’Obtain/build’ process?

A. To facilitate the documentation of how assets work together

B. To create configuration records for new or changed services or components

C. To identify any applications or infrastructure that are not documented

D. To provide information to users about CI attributes, such as software versions and disk drive models

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What is the purpose of service configuration management?

A. To ensure that accurate and reliable information on the configuration of services and CIs is available

B. To build complex network systems

C. To advertise new IT services

D. To collect data on IT staff performance

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What does PESTLE in PESTLE model represent?

A. Preliminary, Environmental, Sustainable, Technological, Legal, Engineering

B. Political, Economic, Social, Technological, Legal, Environmental

C. Political, Economic, Social, Tactical, Legal, Environmental

D. Prevention, Economic, Social, Technological, Legal, Engineering

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What are the responsibilities of the service integrator in the ’Engage’ chain activity according to ITIL v4?

A. Defining requirement for contracts and agreements

B. Coordinating or orchestrating all the suppliers in delivery of products

C. Evaluating and selecting suppliers, negotiating contracts, and managing relationships

D. Supporting the procurement of products and services from third parties

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What does the ’Obtain/build’ activity in availability management involve?

A. Measurement of availability and reacting to events which might affect the ability to meet availability targets

B. Building components or obtaining them from third parties with a consideration for availability

C. Ensures that services are not degraded when planning and making improvements

D. Understanding and capturing availability requirements for new and changed services

95 / 290

What are the adverse effects of poor visibility of workload progression on an organization?

A. It causes consensus in decision-making

B. It impacts the organization’s improvement work

C. It reduces the cost of data collection

D. It enhances traditional communication methods

96 / 290

In what kind of environments does the waterfall method work well according to ITIL v4?

A. In environments where requirements are fluid and evolve rapidly over time

B. In environments where requirements are known upfront and unlikely to significantly change

C. In environments where speed of delivery is prioritized over the definition of precise requirements

D. In environments where the definition of work is not as important as the speed of delivery

97 / 290

What is the function of ’Continual Improvement’ in the ITIL SVS?

A. It is the need or desire for products and services among consumers

B. It is a recurring organizational activity performed at all levels to ensure that an organization’s performance continually meets stakeholders’ expectations

C. It is the set of interconnected activities that an organization performs to deliver a product or service

D. It is the recommendations that guide an organization in all circumstances

98 / 290

What does the Operational test, as a type of warranty/non-functional test, involve?

A. Checking speed and capacity under load

B. Testing vulnerability, policy compliance, penetration, and denial of service risk

C. Checking that legal and regulatory requirements have been met

D. Testing for backup, event monitoring, failover, recovery, and reporting

99 / 290

What are the three distinct phases in Problem Management within ITIL v4?

A. Problem Identification, Error Control, and Problem Resolution

B. Incident Management, Problem Control and Error Control

C. Incident Identification, Problem Resolution, Error Resolution

D. Problem Control, Incident Management, and Problem Resolution

100 / 290

What is the primary focus of the ’Improve’ value chain activity in terms of workforce and talent management?

A. The activity focuses on skills and abilities related to customer interactions.

B. It focuses on skills associated with quality, speed, and cost management.

C. It facilitates understanding and fulfilment of improvement requirements.

D. It focuses on systems and design thinking skills.

101 / 290

What does the concept of ’value co-creation’ in ITIL 4 suggest about the relationship between service providers and service consumers?

A. It is mono-directional with the provider delivering the service and the consumer receiving value.

B. The consumer plays no role in the creation of value for themselves.

C. Value is co-created through an active collaboration between providers and consumers.

D. Service providers should work in isolation to define what will be of value to their customers and users.

102 / 290

What is the main objective of the ’Charging’ activity in service financial management?

A. To support decision-making by the governing body and management

B. To communicate effectively with stakeholders

C. To formally invoice service consumers for the services provided

D. To capture forecasted and actual service demand

103 / 290

According to the ITIL v4 framework, what is the role of the ’charging’ activity within the service financial management practices?

A. To predict and control the income and expenditure within the organisation

B. To ensure the organisation’s money is spent appropriately by comparing forecasted vs actual costs

C. To formally invoice service consumers for the services provided to them

D. To keep design and transition activities cost-effective by offering financial planning and control

104 / 290

What are the two main questions a good report or dashboard should answer according to the Engage section of ITIL v4?

A. Who are our main competitors and what is our market share?

B. How far are we from our targets and what bottlenecks prevent us from achieving better results?

C. What is the revenue generated and what is the profit margin?

D. What are the main products and who are their customers?

105 / 290

In the context of cloud service models, what does Platform as a Service (PaaS) allow the consumer to do?

A. It allows the consumer to use applications running in the cloud without having to manage the underlying cloud infrastructure.

B. It enables the consumer to deploy their created applications onto the cloud using tools supported by the supplier.

C. It allows the consumer to get processing and storage resources without having to control the underlying infrastructure.

D. It enables the consumer to control and manage the underlying cloud infrastructure and all its components.

106 / 290

How does the practice of ’Workforce and Talent Management’ contribute to the ’Deliver and Support’ activity of the service value chain?

A. It gives specific focus to knowledge, skills, and abilities related to customer service, performance management, and customer interactions and relationships.

B. Talent management focuses on knowledge, skills, and abilities related to systems and design thinking.

C. It works with practices such as relationship management to understand and forecast changing service demand requirements.

D. Workforce planning is a specific output of this value chain activity.

107 / 290

According to ITIL v4, why is the right level of collaboration with customers important for an organization?

A. It leads to long delays due to feedback collection

B. It only becomes necessary for automating certain processes

C. It leads to better outcomes for the organization, its customers, and other stakeholders

D. It allows customers to avoid direct interaction with the service provider

108 / 290

What is the main purpose of service continuity management within the ’Obtain/build’ aspect of an organization’s value chain activities?

A. Assures stakeholders of the organization’s readiness for disasters

B. Tests products according to the organization’s continuity requirements

C. Monitors and improves continuity plans

D. Ensures that continuity is built into the organization’s services and components, and that procured components and services meet the organization’s continuity requirements

109 / 290

What are the core components of the ITIL Service Value System?

A. The ITIL service value chain, the ITIL practices, the ITIL guiding principles, governance, continual improvement

B. The ITIL practices, the ITIL guiding principles, governance, continual improvement, and stakeholder value

C. The ITIL service value chain, the ITIL practices, the ITIL guiding principles, governance, and service level agreements

D. The ITIL practices, the ITIL guiding principles, governance, continual improvement, and operating model

110 / 290

What is a key consideration for understanding the value a service provides to a service consumer according to ITIL v4?

A. Determining the cost of the service

B. Identifying potential improvements for the service

C. Understanding why the service consumer uses the service and how it helps them achieve their goals

D. Determining the number of service consumers

111 / 290

What is the importance of carrying out the improvement process in a series of iterations according to the ’How do we get there?’ section of the continual improvement model in ITIL v4?

A. It allows the team to accomplish the entire improvement in one go.

B. It offers opportunities to test the most effective approach for executing the improvement.

C. It allows for a straightforward and direct route to completing a single improvement.

D. It ensures a faster execution of the improvements.

112 / 290

What are considered crucial aspects in the availability management practice of a service?

A. How frequently the service fails and how quickly it recovers after a fail

B. How visually appealing the service interfaces are

C. How much the service costs to use

D. How modern the service’s technology is

113 / 290

What are the three main activities that the governing body of an organization performs in order to direct and control the organization?

A. Assess, Command, and Observe

B. Evaluate, Direct, and Monitor

C. Control, Direct, and Stabilize

D. Observe, Asses, and Govern

114 / 290

What does the term service relationship refer to in the context of ITIL v4?

A. A cooperation between a service provider and service consumer, including service provision, service consumption, and service relationship management.

B. The activities performed by an organization to provide services.

C. The activities performed by an organization to consume services.

D. The relationship between a consumer and their resources.

115 / 290

In the section ’Deliver and support’, who is responsible for checking the vendor contract and the release notes for the client software?

A. Service desk agent

B. Vendor

C. Second-line support

D. Client

116 / 290

What does the term ’organization’ refer to in the context of service management?

A. An entity that coordinates adventure vacations

B. An entity performing the sole role of a service provider

C. An entity that relies on others for its operation.

D. A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.

117 / 290

What is the key activity of availability management in relation to service failures?

A. To ensure services fail more frequently to gain more data on failures.

B. To ensure that services deliver agreed levels of availability to meet the needs of customers and users.

C. To make sure services fail as infrequently as possible.

D. To maximize the Mean Time To Restore Service (MTRS) to learn more about service failures.

118 / 290

What is one of the key responsibilities of the ’Obtain/build’ activity within the service value chain, according to service design principles?

A. To design services that are desirable and easy to use

B. To manage the user’s full journey, through operation, restoration, and maintenance of the service

C. To identify the products, services, and service components that need to be obtained or built for the new or changed service

D. To plan and organize the people, partners and suppliers, information, communication, technology, and practices for new or changed products and services

119 / 290

What are some key activities that are part of continual improvement practices?

A. Discouraging continual improvement across the organization

B. Ignoring improvement opportunities

C. Encouraging continual improvement across the organization and identifying and logging improvement opportunities

D. Avoiding making business cases for improvement

120 / 290

What is the purpose of capacity and performance management according to ITIL v4?

A. To maximise the number of service actions performed in a timeframe

B. To make sure services reach agreed and expected performance, meeting current and future demand in a cost-effective manner

C. To reduce the time required to fulfil a service action at a given level of demand

D. To control every aspect of an organization, including infrastructure, applications, third-party services, and personnel

121 / 290

In the context of ITIL, what role does a Chief Financial Officer (CFO) typically play in service consumption?

A. The CFO typically fills the role of the user.

B. The CFO typically fills the role of the customer.

C. The CFO typically fills the role of the sponsor.

D. The CFO typically fills the role of the service provider.

122 / 290

What is considered critical for keeping service management simple and practical according to ITIL v4?

A. Understanding how something contributes to value creation

B. Establishing and communicating a holistic view of the organization’s work

C. Starting with a complex approach

D. Adding more controls, activities, or metrics regardless of need

123 / 290

What is the purpose of a release post-implementation review in the release management practice?

A. To ensure that customers are satisfied and help towards learning and improvement

B. To design and transition new or changed services in a controlled way

C. To enable specific features to be released to individual users in a controlled way

D. To provide training, documentation, release notes, known errors, user guides, support scripts for service restoration

124 / 290

In the dimension of service management, what are some key considerations concerning the exchange of information between different services and service components?

A. The information architecture of the various services

B. The availability, reliability, accessibility, timeliness, accuracy, and relevance of the information

C. Both A and B

D. None of the above

125 / 290

What can ’Number of lost transactions’ most accurately be defined as?

A. Calculating the productivity lost due to service failures

B. The calculations made by subtracting the number of successful transactions from the total number expected

C. Calculating how many user minutes have been affected by service outages

D. A measure of user satisfaction based on availability of services

126 / 290

What are the three types of changes that are managed differently in change control?

A. Small changes, Large changes, Emergency changes

B. Standard changes, Major changes, Debated changes

C. Standard changes, Normal changes, Emergency changes

D. Continuous changes, Automated changes, Immediate changes

127 / 290

What does the security test involve while carrying out a test strategy?

A. Checking that legal and regulatory requirements have been met

B. Testing whether previously working functions were impacted

C. Checking for verification of necessary documentation, training, support model definition, and knowledge transfer

D. Testing vulnerability, policy compliance, penetration, and denial of service risk

128 / 290

Based on the given information, what is one of the activities in the ’Value’ section?

A. Determining profits from the new service

B. Training sales managers to improve service

C. Evaluating the effectiveness of the new service

D. Hiring new project managers

129 / 290

What is Outsourcing as part of the supplier strategy in an organization?

A. The process of having internal departments provide products and services that were previously provided by suppliers.

B. Procurement of a product or service from more than one independent supplier.

C. The process of having external suppliers provide products and services that were previously provided internally.

D. All services are developed and delivered internally by the organization.

130 / 290

What is the prime focus of the Supplier and Contract Management activity in the Supplier Management Practice of ITIL v4?

A. The development, negotiation, review, and updating of supplier contracts.

B. The consolidation of measures on a supplier scorecard

C. The continuous tracking of operational measures against suppliers’ performance.

D. To ensure that the organization is getting value for money and that the suppliers are delivering as per their contract and targets.

131 / 290

What are the key components of the ITIL Service Value System (SVS)?

A. The ITIL service value chain, the ITIL practices, the ITIL guiding principles, governance, and failure handling

B. The ITIL service value chain, the ITIL practices, the ITIL guiding principles, governance, and continual improvement

C. The ITIL service value chain, the ITIL practices, the ITIL design principles, governance, and continual improvement

D. The ITIL value chain, the ITIL practices, the ITIL guiding principles, management, and continual improvement

132 / 290

In the context of ITIL, Agile, and DevOps, what risk does an Agile software development team run when it focuses solely on the rapid delivery of product increments?

A. The team becomes overly rigid and bureaucratic

B. The team loses sight of the operability, reliability, and maintainability of the products in a live environment

C. The team ceases to engage in continual learning and improvement

D. The team loses the ability to communicate effectively with customers and users

133 / 290

What are the three primary principles that should be balanced in information security management according to the ITIL v4 ’Design and Transition’ section?

A. Innovation, Restriction, and Adaptation

B. Authentication, Non-repudiation, and Prevention

C. Confidentiality, Integrity, and Availability

D. Prevention, Detection, and Correction

134 / 290

According to the ITIL v4 framework, what are some key activities that are part of continual improvement practices?

A. Coordinating improvement activities across the organization

B. Comprehensive staff training once a year

C. Creating complex procedures that only the IT department can implement

D. Limiting improvement efforts to internal staff only

135 / 290

What are the key outputs of the ’Engage’ value chain activity?

A. Consolidated demands and opportunities for plan, product and service requirements for design and transition, user support tasks for deliver and support.

B. Cooperation opportunities and feedback provided, incidents, service requests, and feedback from users, information on the completion of user support tasks.

C. A product and service portfolio provided, high-level demand for services and products provided, detailed requirements for services and products provided.

D. Detailed services and product requirements from customers, marketing opportunities from current and potential customers.

136 / 290

What are the three key technological innovations impacting financial management as described in the given text?

A. AI, IoT and VR

B. Analytics, blockchain and digital technologies

C. Digital technologies, blockchain and IT budgets/payment models

D. Big data, AI and machine learning

137 / 290

What is the demand problem faced by the admin assistant based on the provided scenario?

A. The software doesn’t support the entry of appointments

B. The software can’t accept a non-standard character in a room name

C. The admin assistant doesn’t know how to use the software

D. The admin assistant doesn’t have the rights to enter appointments in the calendar

138 / 290

According to the World Trade Organization, what aspect of organizations and economies is services related to?

A. Services are the least important component of both developed and developing economies

B. Services have no relationship with value creation for organizations and their customers

C. Services are the main way by which organizations create value for themselves and their customers

D. Services today are not IT-enabled

139 / 290

What is the major responsibility of the change authority?

A. Making the peer review

B. Automating most steps of the change control process

C. Assigning the correct change authority to each type of change

D. Implementing a security patch

140 / 290

What is the purpose of incident management practice in the context of a support team?

A. To resolve incidents in a time frame that meets the expectations of customers and users.

B. To log and manage so that incidents are not resolved but documented.

C. To ensure all incidents are resolved by the same team regardless of complexity.

D. To create more incidents for practice and assessment.

141 / 290

What does the IT asset management practice include according to the ITIL v4 framework?

A. Devices that are part of the Internet of Things

B. Buildings and information that have a financial value

C. All software, hardware, and cloud services

D. All of the above

142 / 290

What is one of the key adjustments that IT departments often have to make for cloud computing as per the ITIL service financial management practice?

A. Redefine the boundaries of change control

B. Change the focus of deployment management

C. Adjust IT cost model with a preference to OPEX over CAPEX

D. Change the focus of incident management

143 / 290

What does the ITIL SVS include that can be applied to any type of improvement, from high-level organizational changes to individual services and configuration items (CIs)?

A. The continuous development practice

B. The continual improvement model

C. The DevOps methods

D. The Agile methods

144 / 290

What does the term ’warranty’ refer to, in the context of evaluating a service based on the ITIL v4 framework?

A. The cost and risk impact of the service

B. The ability of the service to be exciting and thrilling

C. The overall utility of the service

D. The ability of the service to be consistently available and fit for use

145 / 290

What does the service continuity management practice provide in the event of a disaster and how?

A. It provides the ability to rapidly recover from disasters by offering increased network speed

B. It only offers an increased budget to handle unforeseen costs associated with disaster recovery

C. It ensures that services can be resumed within agreed business timescales following a disaster, by supporting an overall business continuity management and planning capability

D. It focuses on increasing employee productivity during a disaster

146 / 290

What is one of the responsibilities of the service integrator in the Plan phase of the service value chain based on ITIL v4 ?

A. Supplier management is responsible for the evaluation and selection of suppliers

B. Supplier management supports the procurement or obtaining of products, services, and service components from third parties.

C. Supplier management is responsible for defining requirements for contracts and agreements related to new or changed products or services.

D. Supplier management provides the organization’s approved sourcing strategy and plan.

147 / 290

What is the implication of having various attributes of services like technical specifications, offerings, agreements, and costs?

A. They are equally applicable to all service consumer types.

B. They are not applicable to all service consumer types.

C. They are only applicable to User views.

D. They are only applicable to IT to IT customer views.

148 / 290

What are the five core components of the ITIL Service Value System (SVS)?

A. The ITIL service value chain, governance, the ITIL guiding principles, continual improvement, and ITIL practices

B. The ITIL service value chain, governance, the ITIL guiding principles, culture, and ITIL practices

C. The ITIL service value chain, organization, the ITIL guiding principles, continual improvement, and ITIL practices

D. The ITIL service value chain, strategy, the ITIL guiding principles, continual improvement, and ITIL practices

149 / 290

What is the main purpose of the Problem Management practice in ITIL?

A. To resolve all the incidents that can occur in a service

B. To avoid all the incidents by removing all the errors

C. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, managing workarounds and known errors

D. To identify each problem and solve all of them

150 / 290

What is the definition of Recovery Time Objective (RTO) in the context of ITIL service continuity management?

A. The point to which information used by an activity must be restored to enable the activity to operate on resumption.

B. A set of clearly defined plans related to how an organization will recover from a disaster as well as return to a pre-disaster condition.

C. The maximum acceptable period of time following a service disruption that can elapse before the lack of business functionality severely impacts the organization.

D. A key activity in the practice of service continuity management that identifies vital business functions and their dependencies.

151 / 290

What are the key components required for risk management to be effective?

A. Identified, Assessed, Treated

B. Categorized, Analyzed, Managed

C. Approved, Implemented, Reviewed

D. Recognized, Evaluated, Attenuated

152 / 290

What is the primary purpose of the service catalogue management practice in ITIL?

A. To offer a database of all past services

B. To provide a single source of consistent information on all services and service offerings, and to ensure it is available to the relevant audience

C. To track the performance of services

D. To communicate with stakeholders on a regular basis

153 / 290

What are some of the key requirements for successful Service Level Agreements (SLAs) as mentioned in the text?

A. They should relate to operational metrics only

B. They should be complicated and difficult to understand

C. They should engage only the service provider and service consumer

D. They should relate to defined outcomes and not simply operational metrics

154 / 290

In the context of ITIL v4, how does knowledge management contribute to the ’Plan’ activity in the service value chain?

A. It helps organize the company’s service desk.

B. It provides sound portfolio decisions and supports financial management.

C. It offers software solutions for information management.

D. It ensures efficient department communication.

155 / 290

What does ITIL 4 suggest about the role of consumers in the creation of value for themselves?

A. Consumers play a passive role and receive value from the service providers.

B. Consumers play no role in the creation of value for themselves.

C. Consumers collaborate with providers and contribute in value co-creation.

D. Consumers are solely responsible for creating value for themselves.

156 / 290

What does the ’watermelon SLA’ effect refer to in service level agreements (SLAs)?

A. It refers to the appearance of the SLA sheet

B. It refers to a situation where an SLA is deemed successful by the provider yet misses out on significant business functionalities and outcomes which are important to the consumer.

C. It refers to a SLA’s inability to meet defined outcomes

D. It refers to the process of collating and analysing information for SLAs

157 / 290

What is one of the considerations in the ’Engage’ activity for availability management according to ITIL v4?

A. Designing infrastructure and applications that can deliver required availability levels

B. Ensuring that services are not degraded when planning and making improvements

C. Understanding and capturing availability requirements for new and changed services

D. Reacting to events which might affect the ability to meet availability targets

158 / 290

What is one of the activities of a service desk agent in incident management according to ITIL v4?

A. Setting up vendor websites

B. Updating the version of the client software

C. Researching the vendor website for solutions to issues

D. Creating the latest version of the client software

159 / 290

What is the primary responsibility of service integration in the context of ’Deliver and Support’?

A. Negotiating service contracts with suppliers

B. Facilitating collaboration between suppliers

C. Managing supplier performance to meet the terms, conditions, and targets of their contracts

D. Heading regular forums and steering committees

160 / 290

What is the primary purpose of the infrastructure and platform management practice within the ’Design and transition’ activity in the service value chain?

A. To carry out the execution of patch management and backups

B. To provide information about technology opportunities and constraints

C. To oversee the buildings and facilities used to run the IT infrastructure

D. To manage the cloud services used by the organization

161 / 290

What factors may influence an organization’s strategy when using suppliers according to the ’External constraints’ section in ITIL v4?

A. Strategic focus and resource scarcity

B. Preference for coffee in the morning

C. The weather and staff mood

D. The latest fashion trends

162 / 290

What are among the technologies that support service management as mentioned in the text?

A. Augmented reality and virtual reality

B. Workflow management systems, knowledge bases, inventory systems, communication systems, and analytical tools

C. Photographic enhancement and analysis tools

D. Interactive gaming systems and entertainment platforms

163 / 290

According to the ’Obtain/build’ section, what is the role of organizational change management?

A. It ensures engagement and cooperation within and across projects.

B. It is the responsibility of an external supplier.

C. It is not necessary in the stage of obtaining and building.

D. It oversees the completion of the project.

164 / 290

What are the activities included in ’Service provision’ as explained in ITIL v4?

A. Management of the provider’s resources, ensuring access to these resources for users, service level management and continual improvement

B. Management of the consumer’s resources, service actions performed by users

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

D. Activities performed by an organization to consume services

165 / 290

What is the description of a phased deployment in the context of ITIL v4?

A. Component deployment is done to entire targets simultaneously

B. New components are made available in a repository for users to download at their discretion

C. New or changed components are deployed in parts of the production environment at a time and repeated as many times as necessary

D. Continual integration, testing, and deployment of components whenever they are required

166 / 290

What does personal development entail in the context of ITIL v4?

A. Focusing specifically on collaboration, customer focus, quality, speed, and cost management.

B. Conducting formal mentoring, engagement, and succession planning activities.

C. Using published job roles and competency frameworks for employees to plan for their personal growth.

D. Acquisition of employees and contractors to fill identified organizational gaps.

167 / 290

According to the ITIL v4 framework, what role does a Chief Information Officer (CIO) occupy when they analyse mobile communications requirements, negotiate a contract with service provider, and monitor the provider’s performance against the agreed contract?

A. User

B. Sponsor

C. Customer

D. Service Provider

168 / 290

What is an important role of the ’Deliver and support’ activity within the service catalogue management practice based on the ITIL v4 guidance?

A. It only publishes expectations related to agreements.

B. It solely regulates procurement of components and services.

C. It provides context for how the service will be delivered and supported, and publishes expectations related to agreements and performance.

D. Its main function is to define and create service descriptions.

169 / 290

What is the purpose of service configuration management as per ITIL v4?

A. To ensure accurate and reliable information about the configuration of services and the configuration items (CIs) that support them is available when needed.

B. To reduce the cost of maintaining detailed information about every component and its relationships to other components

C. To eliminate the need for a configuration management system (CMS) in an organization

D. To strictly maintain a single configuration management database (CMDB) for the whole organization

170 / 290

What are some of the key components of ITIL Service Value System (SVS)?

A. Guiding principles, governance, service value chain, practices, and continual improvement

B. Volume, velocity, variety, veracity and value

C. Collaboration, communication, creativity, critical thinking and computation

D. Organizational silos, hidden agendas and lack of information access

171 / 290

What is the general advice regarding the elimination of old methods or services in ITIL v4?

A. Always eliminate old methods to ensure innovation

B. Old methods or services should never be changed

C. Completely revamp your systems whenever new technologies become available

D. Consider what already exists and can be leveraged before starting over

172 / 290

What activity within the ’service financial management’ practice supports the ’Obtain/build’ stage of the service value chain?

A. Charging

B. Budgeting

C. Accounting

D. Planning

173 / 290

What factors should an organization consider when evaluating and selecting suppliers according to ITIL v4?

A. Importance and impact, risks, and costs alone.

B. Willingness or feasibility of a supplier to customize its offerings or work cooperatively in a multi-supplier environment, level of influence of the organization or service integrator on the supplier’s performance, and the degree of dependence of one supplier on other suppliers alone.

C. Importance and impact, risks, costs, willingness or feasibility of a supplier to customize its offerings or work cooperatively in a multi-supplier environment, level of influence of the organization or service integrator on the supplier’s performance, and the degree of dependence of one supplier on other suppliers.

D. Just the costs and risks.

174 / 290

What is the purpose of service continuity management practice?

A. It is to ensure that the availability and performance of a service are maintained at sufficient levels in case of a disaster.

B. It is to ensure the organization achieves high availability.

C. It is to ensure the organization has sufficient financial resources to handle a disaster.

D. It is to ensure that all IT services are always functioning without any disruption.

175 / 290

What is one of the functions of ’Surveys’ in the practice of service level management?

A. They are used to monitor system availability

B. They are used to provide immediate feedback on incidents

C. They are used as targets for single-system metrics

D. They are used to agree on individual metrics for the service catalogue

176 / 290

What is a crucial aspect of the ’Where are we now?’ phase in the continual improvement model?

A. Implementing new improvement initiatives

B. Dismissing existing perceptions of value received

C. Assessment of the current state including existing services, people’s competencies and skills, and processes involved

D. Avoiding objective measurement systems

177 / 290

What does portfolio management use the customer portfolio for?

A. To record all the organization’s customers and provide input to the portfolio management practice

B. To maintain all the relationship manager’s view of the internal and external customers who receive products and/or services from the organization

C. To ensure that the relationship between business outcomes, customers, and services is well understood and documents these linkages

D. To validate with customers through the relationship management practice

178 / 290

What are the key activities associated with business analysis in the ’Design and Transition’ section of ITIL v4?

A. Prioritising services that need to be terminated

B. Identifying and prioritizing parts of the Service Value System (SVS), and products and services that require improvement

C. Deploying all technologies needed for business commencement

D. Making expensive financial decisions based on cash flow

179 / 290

What defines a ’standard’ based on the information provided?

A. It is a recommendation to guide an organization under all circumstances.

B. It is a service or element used to provide a service.

C. It is a process or procedure with a minimum number of steps.

D. It is a method that organizations use to adopt a service management approach.

180 / 290

In the ’Obtain/build’ stage of the service value chain, what role does the practice of measurement and reporting play?

A. Provides information for management decisions only.

B. Constantly monitors and evaluates performance for value creation.

C. Ensures transparency of all development and procurement activities.

D. It is not involved in this stage.

181 / 290

What are some of the developments that have opened fresh opportunities for value creation?

A. Machine learning, and blockchain

B. Infrastructure as a service (IaaS), machine learning, and cloud computing

C. Web development and user interface design

D. Desktop support and data centre management

182 / 290

What are the three types of events classified under the monitoring and event management practice in ITIL?

A. Success, In-progress, Failed

B. Significant, Neutral, Insignificant

C. Informational, Warning, Exceptions

D. Emergent, Regular, Irregular

183 / 290

What is an essential component of the incident management practice according to ITIL v4?

A. Keeping incidents confidential and not recording them

B. Prioritizing incidents based on personal preference

C. Target resolution times are estimated and not communicated to relevant parties

D. Incidents should be logged and managed to meet customer and user expectations

184 / 290

What is the meaning of Insourcing in ITIL v4’s context?

A. The process of having external suppliers provide products and services that were previously provided internally.

B. Procurement of a product or service from more than one independent supplier.

C. Procurement of a product or service from one supplier.

D. The products or services are developed and/or delivered internally by the organization.

185 / 290

What are the two main questions that a good report or dashboard should answer, according to ITIL v4?

A. ’Who are our top customers?’ and ’Which of our services is the most profitable?’

B. ’How far are we from our targets?’ and ’What bottlenecks prevent us from achieving better results?’

C. ’What was our revenue last quarter?’ and ’What is our growth projection for next year?’

D. ’Who are our competitors?’ and ’What market trends are impacting our business?’

186 / 290

What are the two main aspects checked in the ’Did we get there?’ step of an improvement initiative according to the ITIL v4?

A. Value and scale

B. Progress and objectives

C. Depth and scope

D. Progress and value

187 / 290

According to the ITIL v4, what are considerations to make when applying the principle ’Decisions can only be made on visible data’?

A. Striving for consensus from every stakeholder involved before proceeding

B. Making decisions in the absence of data

C. Making a decision on what data is needed and hence what work needs to be visible

D. Communicate in a method familiar to the organization regardless of the audience

188 / 290

What are three things risks need to be for risk management to be effective?

A. Identified, Ignored, Treated

B. Assessed, Ignored, Treated

C. Identified, Assessed, Treated

D. Ignored, Assessed, Treated

189 / 290

What is included in the scope of the continual improvement practice in ITIL v4?

A. Only technical improvements

B. The propagation of a continual improvement culture across the organization

C. Retire all old methods

D. Completely disallow innovation in favor of proven methods

190 / 290

What are the two most common methods of delivering projects according to the ITIL v4 text on ’Obtain/build’?

A. Iterative and Incremental

B. Waterfall and Agile

C. Spiral and Prototyping

D. V-Model and RAD

191 / 290

What falls under the activities in the ’Engage, deliver and support, improve’ section of ITIL v4?

A. Service desk setup

B. Software development

C. Infrastructure setup

D. Providing ongoing support for incidents and problems on the new service

192 / 290

What changes are suggested for the ’Change control’ practice in the context of cloud computing according to the ITIL practices?

A. The practice will have to focus more on choosing cloud providers.

B. The scope of the practice will have to consider cloud providers making changes with minimal customer involvement.

C. The practice will have to redefine its boundaries around in-house changes.

D. The emphasis of the practice will shift towards deployment of in-house services.

193 / 290

According to ITIL v4, who is held accountable for organizational change management?

A. The external suppliers

B. Different people or groups within an organization

C. An external expert

D. Someone in the organization itself

194 / 290

What can be the consequence of placing too much focus on individual KPIs in IT operations?

A. It drives a competitive motivator among individuals.

B. It leads to a more flexible target setting process.

C. It may drive inappropriate or unsuitable behaviors.

D. It promotes a clearer understanding of business goals.

195 / 290

What is the main purpose of Workforce Planning as per the ITIL v4 guidelines?

A. To execute the assigned tasks in a timely manner

B. To translate the organization’s strategy and objectives into desired organizational capabilities, and then into competencies and roles

C. To ensure employees are completing their jobs satisfactorily

D. To deal with attrition in the organization.

196 / 290

In the ’Value’ section of ITIL v4, who is responsible for evaluating to ensure that all regulatory requirements will be met after a service is updated?

A. Project manager

B. CIO

C. legal director

D. compliance manager

197 / 290

What does the capacity and performance management practice in ITIL v4 primarily focus on?

A. Ensuring that all personal personnel receive the necessary training

B. Making sure that services achieve agreed performance and meet current and future demand cost-effectively

C. Managing the financial aspects of the IT service

D. Focusing exclusively on the technological aspects of the service or CI

198 / 290

What are some of the key activities related to the ’Improve’ section of the service catalogue management practice in ITIL v4?

A. Monitoring and evaluation of service catalogue descriptions and demand patterns

B. Implementation of request catalogues

C. Publishing, editing, and maintaining service and product descriptions

D. Delivering and supporting the service

199 / 290

What is covered under the practice of ’Mentoring and succession planning’?

A. Formal mentoring, engagement, and succession planning activities provided by leadership

B. Workforce planning Translating the organization’s strategy and objectives into desired organizational capabilities

C. Performance measurement The delivery of regular performance measurement and assessments against established job roles based on pre-defined competencies

D. Learning and development Targeted education and experiential learning opportunities using various formal and non-formal methods

200 / 290

What is the purpose of managing risk as part of the ’Design and Transition’ stage in ITIL v4?

A. To prepare for unexpected events in the delivery of products and services

B. To ensure all events are managed according to the risks they introduce

C. To design products and services to address prioritized risks and manage risks of new or changed services during changes

D. To inform decisions about the obtaining or building of products, services, or service components

201 / 290

What are the actions that contribute to the reduction of risk through consumer?

A. Actively participating in the detailing of the risks

B. Maintaining constant communication with the provider

C. Actively participating in the definition of the service requirements and clarification of its required outcomes

D. Ensuring the provider is regularly trained

202 / 290

What does the organizational shift in service management aim to support, according to ITIL v4 Service Management?

A. The technology developments such as machine learning, IaaS and blockchain

B. The monetization of technologies by transforming them into services

C. Addressing and supporting the increase in organizational capabilities, breakdown of silos and extensive use of cross-functional teams

D. The technological transformations only

203 / 290

What is an important aspect to consider when examining the current state of services and making decisions about what to re-use, alter, or build upon?

A. Only consider customer feedback

B. Only use successful practices and ignore unsuccessful ones

C. Only focus on risk management

D. Assess elements of the current state objectively using the desired outcome or customer as a starting point

204 / 290

What according to ITIL v4, is an example of value for charity organizations?

A. Financial benefits, such as dividends

B. Employment and taxes

C. Financial and non-financial contributions from other organizations

D. Funding from the consumer

205 / 290

According to the ’Organizations and people’ dimension of service management, which of the following is NOT crucial to the effectiveness of an organization?

A. A culture that supports the organization’s objectives

B. The right level of capacity and competency among its workforce

C. Individual performance strictly over collaborative efforts

D. Updated skills and competencies as practices evolve

206 / 290

What are big data and analytics used by financial organizations for?

A. Decrease efficiency in their processes

B. Gain greater insight into their customers

C. Decrease the amount of data being captured

D. Reduce the use of digital technologies

207 / 290

What are the key considerations the organization should maintain in order to implement effective information security management based on the given passage?

A. Prevention, Detection, and Restoration

B. Prevention, Innovation, and Risk

C. Prevention, Detection, and Correction

D. Detection, Correction, and Innovation

208 / 290

What describes the SaaS cloud service model?

A. The consumer controls the underlying cloud infrastructure and the deployed applications.

B. The consumer uses applications running in the cloud without managing the underlying cloud infrastructure.

C. The consumer deploys onto the cloud applications created with specific programming tools and has control over configuration settings.

D. The consumer accesses computing resources, like storage and processing, without managing the underlying infrastructure.

209 / 290

What are the three types of changes managed under the ITIL’s ’Change Control’ practice?

A. Initial, Ongoing and Final changes

B. Standard, Normal and Emergency changes

C. Minor, Major and Critical changes

D. Predictable, Unpredictable and Irregular changes

210 / 290

According to ITIL v4, what is the role of software development teams in the ’Obtain/Build’ phase?

A. Managing hardware inventory.

B. Managing a backlog and developing code for assigned areas.

C. Conducting customer surveys to gather feedback.

D. Designing organizational structures.

211 / 290

Based on the text, which is the best definition of a ’workaround?’

A. A collaboration between stakeholders to achieve better outcomes for the organization

B. A method used by suppliers to brainstorm solutions to customer problems

C. An approach taken by developers to ensure that new services can operate efficiently

D. A temporary fix that operations teams and developers develop to address defects

212 / 290

In the context of IT asset management, how is the Engage value chain activity involved?

A. This value chain activity must consider the impact on IT assets and some improvements will directly involve IT asset management in helping to understand and manage costs.

B. There may be some demand for IT asset management from stakeholders. For example, a user may report a lost or stolen mobile phone, or a customer may require reports on the value of IT assets.

C. This value chain activity changes the status of IT assets, and so drives most IT asset management activity.

D. IT asset management helps to locate IT assets, trace their movements, and control their status in the organization.

213 / 290

What activities does Service Financial Management in the ’Engage’ ITIL v4 section include?

A. Budgeting/costing, Accounting and Charging

B. Portfolio management, Project management and Relationship management

C. Forecasting, Planning and Sourcing

D. Strategy management, Risk management and Performance management

214 / 290

What factors might influence an organization’s strategy when using suppliers?

A. The organization’s core competency and corporate culture

B. Resource scarcity and cost concerns

C. Subject matter expertise and external constraints

D. All of the above

215 / 290

What are the advantages of working in a timeboxed, iterative manner with embedded feedback loops?

A. Greater flexibility and faster response to customer needs

B. Increased production speed and efficiency

C. Saves time and minimizes paperwork

D. Reduces the need to communicate with customers

216 / 290

What does the ’Improve’ stage in the service value chain contribute in the context of supplier management in ITIL v4?

A. The practice identifies opportunities for improvement with existing suppliers, is involved in the selection of new suppliers, and provides ongoing supplier performance management.

B. Supplier management provides the organization’s approved sourcing strategy and plan.

C. Supplier management is responsible for defining requirements for contracts and agreements related to new or changed products or services.

D. Supplier performance for live services is managed by this practice to ensure that suppliers meet the terms, conditions, and targets of their contracts and agreements.

217 / 290

What does a process in ITIL v4 typically describe?

A. It describes who is involved in the service actions.

B. It describes the set of activities that transform inputs to outputs.

C. It describes the value streams involved in delivering the agreed outputs of the service.

D. It describes the generic delivery model for the service.

218 / 290

What activities take place during the ’Obtain/build, design and transition’ phase in ITIL v4?

A. Requirements are defined for monitoring, measuring and reporting, and supporting the service.

B. Detailed warranty requirements for the new service are agreed.

C. Both A and B are correct.

D. None of the above

219 / 290

What is the main purpose of the information security management practice according to ITIL v4?

A. To solely prevent security incidents from occurring

B. To protect the information needed by the organization to conduct its business by managing risks to the confidentiality, integrity, and availability of information

C. To integrate information security into the daily work of development and operations

D. To establish a team solely responsible for information security

220 / 290

What considerations should be taken into account before automating an activity according to the ’Optimize and automate’ section in ITIL v4?

A. Ensuring the activity is repetitive and frequent

B. Bypassing all constraints and limits

C. Optimizing the activity within feasible limits

D. Removing human intervention completely

221 / 290

What does a test strategy define in relation to ITIL?

A. An overall approach to testing

B. The cost and budget of testing

C. The time frame for testing

D. The team members responsible for testing

222 / 290

What is a key activity during the ’Obtain/build, design and transition’ process as described in the ITIL v4?

A. Service Desk manager training the software development team

B. Service Desk implementing new software

C. Documentation and training being provided in support of the new service

D. Incident Management team conducting software development

223 / 290

What is tested during a compliance test?

A. Speed and capacity under load

B. Legal and regulatory requirements

C. Weather previously working functions were impacted

D. Vulnerability, policy compliance, penetration, and denial of service risk

224 / 290

What is one possible organizational factor that may influence a company’s strategy when utilizing suppliers?

A. The company’s weekly productivity

B. The CEO’s personal perspective

C. Cultural bias for a certain approach

D. The company’s yearly revenue

225 / 290

What does a product within an organization typically represent?

A. An exclusive configuration dedictaed to only one type of consumer group.

B. A configuration of resources, potentially valuable to its customers, but remain mostly invisible to consumers.

C. Goods carried by an organization, but does not include services such as access to resources or actions.

D. A simplified comprehansion of the organization’s service offers.

226 / 290

What are the key areas of focus in the ’What is the vision?’ step of the continual improvement model in ITIL v4?

A. Setting up a team and establishing responsibilities.

B. Developing the high-level vision for the planned improvement and translating the organization’s vision and objectives.

C. Determining stakeholders and non-value-adding activities.

D. Establishing the Agile or waterfall culture.

227 / 290

What does automation refer to in the context of continuous deployment within an organization?

A. Automatic and constant duplication of code from one environment to many.

B. Automatic and continuous transition of code from development through to live, including automatic testing in each environment.

C. Repetitive manual task automation only.

D. Defining the rules of part of a process to allow decisions to be made manually.

228 / 290

What factors may influence an organization’s strategy when using suppliers as outlined in the ’Subject Matter Expertise’ section?

A. Strategic focus, Corporate culture, Resource scarcity, and Cost concerns

B. Demand patterns, External constraints, and Subject matter expertise

C. Strategic focus, Corporate culture, Resource scarcity, Cost concerns, Subject matter expertise, External constraints, and Demand patterns

D. Only Cost concerns and Demand patterns

229 / 290

What are some strategies for effectively applying the ITIL principle of focusing on value within an organization?

A. Ensuring staff knows their customers and understand the customer experience

B. Prioritizing value creation solely in various project teams

C. Collecting customer feedback sporadically and irregularly

D. Neglecting the focus on value in operational activities

230 / 290

How does the ITIL service value chain within the ITIL SVS facilitate change within an organization?

A. The value chain restricts adaptation to specific formats

B. The value chain can be adapted to react to changing stakeholder demands

C. The value chain operates independently of any stakeholder demands

D. The value chain minimizes flexibility in service delivery to maintain consistency

231 / 290

What does ITIL 4 introduce to the existing ITSM practices?

A. Lean, Agile, and DevOps methodologies

B. A new certification programme

C. A new customer service approach

D. A replacement for digital transformation

232 / 290

What are the two main questions a good report or dashboard should answer within ITIL v4’s ’Reporting’ emphasis?

A. How are we performing and when are we under-performing?

B. What is our current status and what is our future projection?

C. How far are we from our targets and what bottlenecks prevent us from achieving better results?

D. When should we upgrade and what is the financial implication?

233 / 290

What activities does portfolio management encompass to enable strategic organizational balance?

A. Developing a systematic framework for portfolios, defining products and services, evaluating change initiatives, implementing strategic appraisal, analyzing investments, monitoring portfolio performance, and reviewing portfolios.

B. Executing strict resource allocation, managing customer relationships, and integrating third-party products.

C. Eliminating product and service duplication, minimising risk, and managing resources and capabilities.

D. Solely focusing on strategic investment appraisal based on cost and risk evaluation.

234 / 290

What does ITIL v4 mean by value co-creation and how does it differ from earlier understandings of value in service management?

A. In earlier service management, value was considered to be delivered unidirectionally, from service provider to consumer. Value co-creation, on the other hand, understands value as being created across the service value chain through collaboration between providers, consumers, and other relevant organizations.

B. Value co-creation means that value is created solely by the service provider and delivered to the customer, just like a package delivered by a delivery company.

C. Value co-creation redefines the service provider as the exclusive creator of value, while the consumer is only on the receiving end.

D. Value co-creation means that the service provider defines what will be of value to their customers and users in isolation.

235 / 290

What does ITIL 4 provide guidance for?

A. Ancient technology and methods

B. Art techniques and creative design

C. New service management challenges and the potential of modern technology

D. Marketing strategies and advertisements

236 / 290

What are the key stages for risk management to be effective?

A. Identified, Assessed, Treated

B. Assessed, Reported, Managed

C. Identified, Avoided, Reported

D. Risky, Controlled, Managed

237 / 290

According to the text, what has been a key component of the change in financial management discipline?

A. The segregation of financial departments

B. The emergence of new technology

C. The reduction in the number of digital technologies

D. The abolition of IT budgets and payment models

238 / 290

What advice is provided for the principle ’Where possible, look for patterns in the needs of and interactions between system elements’ in relation to ITIL v4 service management?

A. Different levels of complexity require different heuristics for decision-making

B. Collaboration is key to thinking and working holistically

C. Draw on knowledge in each area to identify what is essential for success, and which relationships between elements influence the outcomes

D. Automation can facilitate working holistically

239 / 290

According to the text, how are services described in terms of value creation?

A. Services are minor contributors to value creation for organizations.

B. Services are the main way that organizations create value for themselves and their customers.

C. Services are unrelated to value creation in an organization.

D. Only IT-enabled services contribute to value creation.

240 / 290

What is meant by ’treated’ in the context of risk management according to ITIL v4?

A. Risks are ignored and eventually dissipate

B. Risks are assessed, prioritized and dealt with appropriately

C. Risks are completely eliminated before they become a threat

D. Risks are prevented at the initial stages of product development

241 / 290

What are some of the factors an organization should consider when evaluating and selecting suppliers based on ’Importance and impact’?

A. The willingness of a supplier to customize its offerings.

B. The value of the service to the business, provided by the supplier.

C. The cost of the service and its provision.

D. The risks associated with using the service.

242 / 290

What does a well-constructed feedback mechanism facilitate the understanding of in a well-functioning organization?

A. Efficiency and effectiveness of value chain activities only

B. Demand for products and services only

C. End user and customer perception of the value created only

D. All of the above

243 / 290

What is the purpose of capacity and performance management practice in ITIL v4?

A. To ensure that services achieve agreed and expected performance in a cost-effective way

B. To reduce the cost of service delivery

C. To increase the number of service actions performed

D. To reduce the time required to fulfill a service action

244 / 290

What is one of the primary roles of the service owner in the service catalogue management practice?

A. Only introduce new services into the service catalogue

B. Always deliver the services that are listed in the catalogue

C. Monitor the demand patterns of the services in the catalogue for continual improvement and alignment

D. Manage, edit, and keep up to date the list of available services in the catalogue

245 / 290

What is the function of the admin assistant in the ’Engage, improve’ section?

A. To pass the survey to the service desk manager

B. To perform continual improvement practices

C. To complete and return the satisfaction survey

D. To handle incident management

246 / 290

What is the primary purpose of the strategy management practice?

A. To guide the technology decisions of the IT department

B. To formulate the goals of the organization and adopt the courses of action and allocation of resources necessary for achieving those goals

C. To focus on the development and implementation of new IT systems

D. To ensure the compliance of all the organizational processes with legal requirements

247 / 290

What does ITIL 4 bring to the table in order to modernize established ITSM practices?

A. It operationalizes new marketing strategies.

B. It promotes the use of traditional workflow methodologies.

C. It re-shapes practices in context of customer experience, value streams, and digital transformation.

D. It disregards new ways of working like Lean, Agile, and DevOps.

248 / 290

How is Service Financial Management involved in the ’Design and Transition’ activity in ITIL v4?

A. It provides the means for financial planning and control.

B. It is responsible for managing service availability during the transition process.

C. It negotiates contracts with external partners during the design phase.

D. It ensures technical feasibility of new services being introduced.

249 / 290

What are the key inputs to the ’Obtain/build’ activity in the ITIL v4 value chain?

A. Architectures and contracts only

B. Requirements and Contracts only

C. Improvement initiatives and status reports from improve

D. Knowledge and information about new and third-party service components from engage only

250 / 290

What are some of the areas covered in the ’Obtain/build’ value chain activity as per the ITIL v4 framework?

A. Workforce planning and recruitment

B. Personal development and learning

C. Talent management focused on knowledge, skills, abilities related to collaboration, customer focus, quality, speed, cost management

D. Mentoring and succession

251 / 290

According to the World Trade Organization, how is IT service management positioned in the context of organizations creating value?

A. It is a minor contribution to the value creation.

B. It is not directly related to creating value.

C. It is a key strategic capability.

D. It has no position in creating value.

252 / 290

In the context of ITIL v4 risk management, what does ’Identified’ refer to?

A. The process of making accurate assessment of the risks

B. Uncertainties that would affect the achievement of objectives within the context of a particular organizational activity

C. The act of managing risks associated with changes to the product and service portfolio

D. The step where appropriate responses to risks are planned, assigning owners and actionees, and then implemented, monitored, and controlled

253 / 290

According to ITIL v4, which of the following best defines the two types of costs involved in service relationships from a consumer’s perspective?

A. Costs incurred during service consumption and cost of service provision

B. Costs removed by the service and costs imposed by the service

C. Cost of staff training and cost of network utilization

D. Operating costs and capital costs

254 / 290

What is the importance of IT service management capability as described in the text?

A. It is beneficial for organizations to create, expand, and improve this capability as almost all services today are IT-enabled

B. It is the main way that organizations create value for themselves and their customers

C. It has no significant importance in the current digital era

D. It is merely about technological advancements and has no contribution to the organizational changes

255 / 290

What is the main purpose of service level management practice?

A. To establish a sole view of the services and target service levels with customers

B. To ensure the delivery of services are properly assessed, monitored, and managed against clear business-based targets

C. To perform service reviews to ensure that the current set of services continues to meet the needs of the organization and its customers

D. To focus solely on the constituent parts of the service

256 / 290

What is the main purpose of influence of the Engage activity in the context of Relationship Management practice in ITIL?

A. Ensure that a high level of customer satisfaction is maintained

B. Align customer’s feedback during service design

C. Prevent adverse impacts during service transition

D. Engage with internal and external customers to understand their requirements and priorities

257 / 290

What are some factors that may influence an organization’s strategy when using suppliers according to ITIL v4?

A. Strategic focus and availability of the required resources or skillset

B. The design and color of the organization’s logo

C. The personal preferences of the organization’s CEO

D. The quality of the office’s coffee machine

258 / 290

What does ’Service relationship management’ entail in the context of ITIL v4?

A. It only includes the activities performed by the service provider.

B. It revolves around the activities set in place by the service consumer.

C. It solely focuses on the value co-creation aspect of services.

D. It includes joint activities performed by both service provider and service consumer to ensure continual value co-creation.

259 / 290

What is the main purpose of problem management in ITIL v4?

A. To reduce the likelihood and impact of incidents

B. To identify and resolve all errors in a service

C. To manage known errors and workarounds

D. All the above

260 / 290

What are the three key steps to effective risk management?

A. Identified, Assessed, Treated

B. Detected, Analysed, Minimized

C. Recognized, Prioritized, Controlled

D. Found, Understood, Mitigated

261 / 290

What is the main purpose of the architecture management practice in ITIL v4?

A. To manage third-party contracts

B. To increase an organization’s efficiency and automation

C. To provide an understanding of all the different elements that make up an organization and how they interrelate

D. To address all the organizational silos

262 / 290

What is NOT one of the common rules when using the service value chain?

A. All incoming and outgoing interactions with parties external to the value chain are performed via engage

B. All new resources are obtained through obtain/build

C. Planning at all levels is performed via design and transition

D. Improvements at all levels are initiated and managed via improve

263 / 290

What are the four dimensions as outlined in ITIL v4 to ensure a holistic approach to service management?

A. Tools and methods, organizations and people, information and technology, partners and suppliers

B. Organizations and people, information and technology, partners and suppliers, value streams and processes

C. Organizations and people, hardware and software, partners and suppliers, service lifecycle

D. Customers and users, service portfolio, demand management, business processes

264 / 290

According to the ITIL v4 framework, how is the contribution to improvement from different stakeholder groups generally obtained?

A. Through rigorous software testing.

B. Using the organization’s intranet and various collaboration tools.

C. Creation of detailed technical reports for top management.

D. By everyone involved in the project participating in regular status meetings.

265 / 290

What does Service actions under Service offerings mean in the context of ITIL v4?

A. They are goods supplied to a customer with ownership transferred to them

B. They are resources licensed to a consumer under agreed terms and conditions

C. They are performed by the service provider to address a consumer’s needs according to an agreement with the consumer

D. They are the products produced by the organization for its customers

266 / 290

What are the two ways how products and services create value for stakeholders according to ITIL v4?

A. Direct and indirect

B. Financial and non-financial

C. Technical and non-technical

D. Internal and external

267 / 290

What is the purpose of risk management as per ISO 31000:2018?

A. To discourage innovation in organizational processes

B. To control and minimize performance

C. To stagnate the achievement of objectives

D. To create and protect value, improve performance, encourage innovation, and support the achievement of objectives

268 / 290

What is a potential risk of implementing ITIL without Agile techniques, as given in the text?

A. Losing focus on value for customers and users

B. Reduction of product increments

C. Higher costs of adopting new technologies

D. Decreasing the rate of incremental changes in software products

269 / 290

What is the primary purpose of the service desk in ITIL v4?

A. To provide technical support for broken technology

B. To serve as a single point of contact between the service provider and its users

C. To escalate every issue to the appropriate team for handling

D. To organize and coordinate various matters

270 / 290

In the context of ITIL v4, what is the purpose of ITIL 4?

A. It was designed to implement Agile methodology.

B. ITIL 4 is designed to ensure a flexible, coordinated and integrated system for the effective governance and management of IT-enabled services.

C. It primarily addresses the challenges of modern technology.

D. ITIL 4 was developed to reshape established ITSM practices.

271 / 290

What has the rise of new technologies such as cloud computing, infrastructure as a service (IaaS), machine learning and blockchain led to in the business sector?

A. Created a lack of employment in IT service management

B. Made IT an essential business driver and source of competitive advantage

C. Caused a decrease in the need for IT service management

D. Led to a reduction in the demand for services

272 / 290

What does portfolio management in ITIL v4 include?

A. Evaluting and prioritizing incoming product, service, or project proposals.

B. Monitoring the performance of the overall portfolio and proposing adjustments in response to any changes in organizational priorities.

C. Clearly defining products and services and linking them to the achievement of agreed outcomes.

D. All of the above

273 / 290

What is the importance of the ’asset register’ in the context of IT asset management?

A. It provides a list of all software and hardware licenses in an organization.

B. It maintains accurate inventory information, updated through audits and lifecycle changes.

C. It lists all the client devices within an organization.

D. It keeps track of all buildings and non-IT assets within the organization.

274 / 290

What does business analysis require apart from critical thinking and evaluation skills?

A. Only the ability to document business processes

B. Only the ability to use data analysis and modeling

C. Listening, communication, and facilitation skills, the ability to analyze and document business processes and use cases, and perform data analysis and modeling

D. It does not require anything apart from critical thinking and evaluation skills

275 / 290

What does the product/service portfolio represent within an organization?

A. The complete set of projects that have been authorized

B. Record of all the organization’s customers

C. The complete set of products and services managed by the organization

D. The resource allocation and management process

276 / 290

What is one of the main activities of the software development team in the ’Obtain/build’ practice of ITIL v4?

A. Predicting market trends

B. Building a backlog, identifying the minimum viable product, and developing functional software

C. Analyzing financial data

D. Managing customer relations

277 / 290

What is a Critical Success Factor (CSF) in the context of ITIL v4?

A. An important metric used to evaluate the success in meeting an objective.

B. A necessary precondition for the achievement of intended results.

C. The evaluation of various managed objects in a relevant data context.

D. Setting of clear reporting and data measurement objectives.

278 / 290

In the ’Engage’ section of ITIL v4, who takes the role of logging the information about the incident?

A. Admin assistant.

B. Service desk agent.

C. Both admin assistant and service desk agent.

D. None of the above.

279 / 290

What are the roles of the service catalogue management practice in the Design and transition value chain activity according to ITIL v4?

A. To automate request and order fulfilment processes only

B. To consider and publish both the utility and warranty aspects of services

C. To focus solely on the non-standard service offerings

D. To segregate service catalogues within different technology systems

280 / 290

What does the service relationship include in ITIL v4?

A. Service provision, service consumption, and service relationship management

B. Service actions, service provision, and service relationship management

C. Service consumption, service actions, and service provision

D. Service provision, service actions, and service relationship management

281 / 290

How has the advent of technology such as cloud computing, infrastructure as a service (IaaS), machine learning, and blockchain affected IT service management?

A. It has made IT service management obsolete

B. It has positioned IT service management as a key strategic capability

C. It has made IT service management less important in creating value

D. It has limited the extent of IT service management

282 / 290

What is a Unit Test in the context of ITIL v4’s test strategy?

A. It tests the vulnerability, policy compliance, penetration, and denial of service risk

B. It tests a group of dependent software modules together

C. It is the test performed by users of a new or changed system to approve a release

D. It is a test of a single system component

283 / 290

What is the purpose of incident management practice in ITIL v4 framework?

A. To maximally exploit incidents for learning

B. To minimize the negative impact of incidents and restore normal service operation as quickly as possible

C. To log and manage every action performed by the service provider

D. To engage customers and users in the incident resolution process

284 / 290

What does a service relationship entail in the ITIL v4 framework?

A. Only activities performed by an organization to provide and consume services

B. The cooperation between a service provider and service consumer which includes service provision, service consumption, and service relationship management

C. A sole provision of goods and services by the service provider

D. Exclusive management of the consumer’s resources needed to use the service

285 / 290

What are key activities that are part of continual improvement practices in ITIL v4?

A. Encouraging a fun work environment throughout the organization

B. Securing time and budget for continual improvement, identifying and logging improvement opportunities, assessing and prioritizing these opportunities, planning and implementing improvements, and coordinating improvement activities across the organization

C. Computational analysis and AI integration

D. Intensive product launch

286 / 290

What is a key concept when progressing iteratively with feedback according to ITIL v4?

A. Attempting to implement everything at once

B. Organizing work into smaller sections for easier management

C. All iterations must be done in a strict sequential format

D. Ignoring feedback and focusing solely on the initial plan

287 / 290

In terms of the ITIL v4 ’Design and transition’ value chain activity, what is the main responsibility of the architecture management practice?

A. Determining the organization’s readiness to address new or under-served markets

B. Continually auditing the organization’s business, service, and technical architectures

C. Facilitating identification of what products or services need to be obtained or built

D. Evaluating whether a new or changed service meets the investment objectives

288 / 290

What factor is NOT a part of evaluating and selecting suppliers in an organization?

A. Cost of the service

B. Impact on the business

C. Reliability of the supplier

D. Risk associated with the service

289 / 290

What is a key requirement for taking a holistic approach to service management according to ’Think and work holistically’ section in ITIL v4?

A. Maintaining separate parts of the organization

B. Establishing an understanding of how all the parts of an organization work together in an integrated way.

C. Avoiding automation for service management

D. Ignoring the impact of the alteration of one element on others

290 / 290

What does the ’Risk management culture and behaviours are important’ principle emphasize on?

A. Discouraging the reporting of incidents

B. The need for proactive risk management behaviours

C. Avoiding any kind of risks

D. Applying risk management only to key areas of organization

Your score is

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