Premium ITIL Practice Tests & Real Exam Simulations, ITIL 4 Foundation Exam

Question #1

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

A. Populating and maintaining the asset register

B. Providing a clear path for users to report issues, queries, and requests

C. Delivering tactical and operational engagement with customers

D. Identifying and logging opportunities

View answer

Correct Answer: D

Question #2

Which service transition process provides guidance about converting data into information?

A. Change evaluation D18912E1457D5D1DDCBD40AB3BF70D5D

B. Knowledge management

C. Service validation and testing

D. Service asset and configuration management

View answer

Correct Answer: C

Question #3

ScenarioBrewsters is a toy factory that has been in business for 30 years. The company started with a small family run shop and hasgrown consistently over the years. They are now supplying toy stores nationwide and are considered to be the primarysupplier of childrens collectable novelty erasers.Brewsters IT department is relatively small (currently 15 staff) but efficient. They have recently employed an IT Manager inan attempt to improve the management of the infrastructure, as well as more effective use o

A. You decide that the first two ITSM processes that need to be implemented are Incident Management and Request Fulfillment

B. You decide that the first two ITSM processes that need to be implemented are Incident Management and Request Fulfillment

C. The results of this initial assessment are better than you had expected, you do not see any need to change things yet

D. The results of this initial assessment are better than you had expected, you do not see any need to change things yet

View answer

Correct Answer: B

Question #4

See the Scenario for additional information.CruiseAlong CarsCruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. Ithas grown by acquisition over the last 20 years and has operations in over 50 countries.Each country has its own IT organization, with some central corporate IT services provided by the US parent company. Insome countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City ITSe

A. Action: Devise a communication plan for each stakeholder Why: To understand how the new Optimsiolv staff are likely to react, and win their support

B. Action: Devise a communication plan for each stakeholder Why: To understand the importance of each stakeholder to the initiative

C. Action: Prioritize stakeholders as major, critical, significant or minor Why: To understand the importance of each stakeholder to the initiative

D. Action: Prioritize stakeholders as major, critical, significant or minor Why: To understand how the new Optimsolv staff are likely to react, and win their support

View answer

Correct Answer: C

Question #5

See the scenario for additional informational. CruiseAlong Cars CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It has grown by acquisition over the last 20 years and has operations in over 50 countries.Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global Cit

A. “I am part of an important company initiative”

B. “I can use the opportunity to learn valuable new skills”

C. “Optimsolv gets ISO/IEC 20000 certification”

D. “GCITS achieves its corporate goals”

View answer

Correct Answer: A

Question #6

Which processes are responsible for the regular review of underpinning contracts?

A. Supplier management and service level management

B. Supplier management and change management

C. Availability management and service level management

D. Supplier management and availability management

View answer

Correct Answer: A

Question #7

Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?

A. Optimize and automate

B. Start where you are

C. Focus on value

D. Progress iteratively with feedback

View answer

Correct Answer: C

Question #8

Which is a key requirement for successful service level agreements (SLAs)?

A. They should be based on system-based metrics which are useful to the service provider

B. They should be written using language and terms which all parties will understand

C. They should be carried forward, unchanged, from one year to the next to enable consistent service

D. They should avoid ambiguous targets such as those relating to user experience

View answer

Correct Answer: B

Question #9

Which is the BEST example of an emergency change?

A. The implementation of a planned new release of a software application

B. A low-risk computer upgrade implemented as a service request

C. The implementation of a security patch to a critical software application

D. A scheduled major hardware and software implementation

View answer

Correct Answer: B

Question #10

Which three are the characteristics of ITIL guidance that help to make it successful?

A. Prescriptive, best practice and solution specific

B. Publicly available, prescriptive and best practice

C. Vendor neutral, non-prescriptive and best practice

D. Publicly available, solution specific and vendor neutral

View answer

Correct Answer: C

Question #11

See the Scenario for additional information.CruiseAlong CarsCruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. Ithas grown by acquisition over the last 20 years and has operations in over 50 countries.Each country has its own IT organization, with some central corporate IT services provided by the US parent company. Insome countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City ITSe

A. Grant application service: increases the number of successful grant applications by helping researchers to write effective grant proposals

B. User device access service: provides connectivity for phones, laptops and tablets

C. Exam administration service: increases productivity of administrative staff by reducing downtime of exam marking and grade tracking

D. Centralized email service: reduces overall costs for the university IT department by enabling retirement of many smaller email services

View answer

Correct Answer: D

Question #12

When should a workaround be created?

A. As soon as possible, once the incident is logged

B. After the resolution of a problem

C. When a problem cannot be resolved quickly

D. When a potential permanent solution has been identified

View answer

Correct Answer: C

Question #13

Which is the BEST description of a service request?

A. A request from a user for information, advice or for a standard change

B. Anything that the customer wants and is prepared to pay for

C. Any request or demand that is entered by a user via a self-help web-based interface

D. Any request for change (RFC

View answer

Correct Answer: A

Question #14

Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amountof change at a quicker rate?

A. Service desk

B. Monitoring and event management

C. Service level management

D. Continual improvement

View answer

Correct Answer: C

Question #15

Who normally chairs a change advisory board (CAB)?

A. Change initiator

B. Service owner

C. Change manager

D. Business relationship manager

View answer

Correct Answer: C

Question #16

See the Scenario for additional information.CruiseAlong CarsCruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. Ithas grown by acquisition over the last 20 years and has operations in over 50 countries.Each country has its own IT organization, with some central corporate IT services provided by the US parent company. Insome countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City ITSe

A. Guiding principle: Keep it simple Why: The customers and users were not kept informed of the progress of the project resulting in negative perception of the results

B. Guiding principle: Progress iteratively Why: Everything the service provider does needs to map directly to value for the UoB customers and other stakeholders

C. Guiding principle: Design for experience Why: Even though functional requirements were met the UoB customer interaction with the service was ignored leading to dissatisfaction

D. Guiding principle: Collaborate Why: The wrong people were involved in the agreement of functional requirements when designing the solution

View answer

Correct Answer: C

Question #17

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

A. Service operation

B. Service transition

C. Continual service improvement D18912E1457D5D1DDCBD40AB3BF70D5D

D. Service strategy

View answer

Correct Answer: B

Question #18

When is the earliest that a workaround can be documented in ‘problem management’?

A. After the problem has been logged

B. After the problem has been prioritized

C. After the problem has been analyzed

D. After the problem has been resolved

View answer

Correct Answer: C

Question #19

See the Scenario for additional information.CruiseAlong CarsCruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. Ithas grown by acquisition over the last 20 years and has operations in over 50 countries.Each country has its own IT organization, with some central corporate IT services provided by the US parent company. Insome countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City ITSe

A. No, because one of them is not relevant to the project goals

B. No, because one of them is not time-bound

C. Yes, they are SMART KPIs

D. No, because one of them is not measurable

View answer

Correct Answer: C

Question #20

What is the MAIN reason for a service provider to understand the five aspects of service design?

A. To prevent security breaches in mission critical services

B. To ensure a holistic, results-driven approach

C. To allow service design to cut costs

D. To prevent breaches of service level agreements (SLAs)

View answer

Correct Answer: B

Question #21

See the Scenario for additional information.CruiseAlong CarsCruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. Ithas grown by acquisition over the last 20 years and has operations in over 50 countries.Each country has its own IT organization, with some central corporate IT services provided by the US parent company. Insome countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City ITSe

A. Service desk issue: Inconsistent engagement in the project OCM activity: Create a plan for regular measurement and reporting

B. Service desk issue: Poorly defined roles and responsibilities for the new procedures OCM activity: Conduct a training needs analysis

C. Service desk issue: Resistance to using new procedures OCM activity: Invite users to share success stories

D. Service desk issue: Lack of training for the new service and procedures OCM activity: Implement a staff reward scheme

View answer

Correct Answer: A

Question #22

ScenarioVision Media is an international media organization, operating various lines of business including:The organization has recently been restructured, and now is comprised of the following companies and departments:The organization is also actively pursuing growth in the online market, and is currently holding discussions with the leadingonline news provider about the possible acquisition of their company. This would increase the overall size of Vision Media byaround 15%.The Information Technology depa

A. Option A

B. Option B

C. Option C

D. Option D

View answer

Correct Answer: A

Question #23

Arrange the following steps of software lifecycle in correct order. * 1. Retire * 2. Test * 3. Operate * 4. Deploy * 5. Ideation * 6. Develop * 7. Design

A. Ideation, Design, Develop, Deploy, Test, Operate, Retire

B. Retire, Test, Operate, Deploy, Ideation, Develop, Design

C. None of the above

D. Ideation, Test, Develop, Deploy, Design, Operate, Retire

View answer

Correct Answer: D

Question #24

ScenarioVericom is a leading provider of government, business and consumer telecommunication services, and is currently seekingways in which to improve its utilization of IT services to drive growth across its multiple lines of business. One of the largestorganizations in the United Kingdom, Vericom is comprised of the following business units:Due to the extensive scope of infrastructure deployed and large employee and customer base, Vericom continues to rely onlegacy systems for some critical IT services;

A. Option A

B. Option B

C. Option C

D. Option D

View answer

Correct Answer: D

Question #25

Which ITIL process ensures that the IT Services are restored as soon as possible in the case of a malfunction?

A. Change Management

B. Incident Management

C. Problem Management

D. Service Level Management

View answer

Correct Answer: B

Question #26

See the Scenario for additional information.CruiseAlong CarsCruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. Ithas grown by acquisition over the last 20 years and has operations in over 50 countries.Each country has its own IT organization, with some central corporate IT services provided by the US parent company. Insome countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City ITSe

A. During planning, to identify the key people who need to be influenced within Optimsolv

B. During process design, to prioritize stakeholders within GCITS

C. During implementation, to understand the primary motivation for change at Optimsolv

D. During testing, to measure the risk to achieving the ISO/IEC 20000 accreditation

View answer

Correct Answer: A

Question #27

Which BEST describes hierarchic escalation?

A. Notifying more senior levels of management about an incident

B. Passing an incident to people with a greater level of technical skill

C. Using more senior specialists than necessary to resolve an incident to maintain customer satisfaction

D. Failing to meet the incident resolution times specified in a service level agreement

View answer

Correct Answer: A

Question #28

Which statement about problems is CORRECT?

A. Problems are not related to incidents

B. Problems must be resolved quickly in order to restore normal business activity

C. Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis

D. Problem prioritization involves risk assessment

View answer

Correct Answer: B

Question #29

Which are the elements of process control?

A. Inputs, outputs and triggers

B. Work instructions, procedures and roles

C. Resources, capabilities and metrics

D. Process owner, policy and objectives

View answer

Correct Answer: D

Question #30

What should be done first when applying the 'focus on value' guiding principle?

A. Identify all suppliers and partners involved in the service

B. Determine the cost of providing the service

C. Identify the outcomes that the service facilitates

D. Determine who the service consumer is in each situation

View answer

Correct Answer: D

Question #31

What is organizational change management (OCM) MOST likely to contribute to in an organization?

A. The knowledge required to support the adoption of new technology platforms

B. Cultural changes required as a result of adopting new business processes

C. Standard changes that are made to IT service assets and configuration items

D. The development of underpinning processes for a change management standard

View answer

Correct Answer: B

Question #32

Which ITIL concept describes governance?

A. The service value system

B. The service value chain

C. The seven guiding principles

D. The four dimensions of service management

View answer

Correct Answer: B

Question #33

Which is the BEST example of the communication principle ‘communication is a two-way process’?

A. Passing on key messages from a briefing to a colleague who was unable to attend

B. Setting a calendar appointment for a team member’s performance appraisal

C. Sending a meeting agenda to all attendees before every meeting

D. Capturing issues raised by attendees at the end of a company briefing

View answer

Correct Answer: D

Question #34

See the Scenario for additional information.CruiseAlong CarsCruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. Ithas grown by acquisition over the last 20 years and has operations in over 50 countries.Each country has its own IT organization, with some central corporate IT services provided by the US parent company. Insome countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City ITSe

A. 1 and 2

B. 2 and 3

C. 3 and 4

D. 1 and 4

View answer

Correct Answer: A

Question #35

Identify the missing words in the following sentence. The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.

A. 'focus on value' guiding principle

B. service value system

C. 'service request management' practice

D. four dimensions of service management

View answer

Correct Answer: B

Question #36

ScenarioBrewsters is a toy factory that has been in business for 30 years. The company started with a small family run shop and hasgrown consistently over the years. They are now supplying toy stores nationwide and are considered to be the primarysupplier of childrens collectable novelty erasers.Brewsters IT department is relatively small (currently 15 staff) but efficient. They have recently employed an IT Manager inan attempt to improve the management of the infrastructure, as well as more effective use o

A. Organize a meeting with the managers of each IT department and form a Communication Plan

B. Organize a meeting with the managers of each IT department and form a Communication Plan

C. Recommend to the Business that a new staff training program needs to be implemented that will include one service desk member per week shadowing a member of staff in each of the Business Process areas to learn how they do things and what the business objectives are

D. No immediate action required

View answer

Correct Answer: A

Question #37

Identify the missing words in the following sentence. The management of information security incidents usually requires [?].

A. Immediate escalation

B. Specialist teams

C. A separate process

D. Third party support

View answer

Correct Answer: C

Question #38

What varies in size and complexity, and uses functions to achieve its objectives?

A. A risk

B. An organization

C. A practice

D. An outcome

View answer

Correct Answer: B

Question #39

Which practice has a purpose that includes restoring normal service operation as quickly as possible?

A. Problem management

B. Incident management

C. Deployment management

D. Supplier management

View answer

Correct Answer: B

Question #40

ScenarioBrewsters is a toy factory that has been in business for 30 years. The company started with a small family run shop and hasgrown consistently over the years. They are now supplying toy stores nationwide and are considered to be the primarysupplier of childrens collectable novelty erasers.Brewsters IT department is relatively small (currently 15 staff) but efficient. They have recently employed an IT Manager inan attempt to improve the management of the infrastructure, as well as more effective use o

A. You decide to recommend implementation of the Event Management process to formalize the event monitoring, planning and overall management

B. You are not concerned with the lack of skill sharing between the Operational Support departments and Service Design as they are two separate entities of the Service Lifecycle with their own objectives

C. You are not concerned with the lack of skill sharing between the Operational Support departments and Service Design as they are two separate entities of the Service Lifecycle with their own objectives

View answer

Correct Answer: A

Question #41

Which practice coordinates the classification, ownership and communication of service requests and incidents?

A. Supplier management

B. Service desk

C. Problem management

D. Relationship management

View answer

Correct Answer: D

Question #42

Which of the following is concerned with policy and direction?

A. Capacity management

B. Governance

C. Service design

D. Service level management

View answer

Correct Answer: B

Question #43

ScenarioYou are the CIO of a large stock broking firm, based in Hong Kong. Recently this company has acquired two other majorfirms in London and New York. Total Company staff now exceeds 800 people. Each Firm currently has their own ServiceDesk.With this new merger comes new support issues. Complaints are coming in to say that there si an imbalance with ratio of ITsupport staff to users, Service Desks in London and New York are having trouble knowing and supporting new systemswhich has resulted in users cal

A. Option A

B. Option B

C. Option C

D. Option D

View answer

Correct Answer: A

Question #44

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

A. Service request management

B. Service level management

C. Incident management

D. Change enablement

View answer

Correct Answer: C

Question #45

See the Scenario for additional information.CruiseAlong CarsCruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. Ithas grown by acquisition over the last 20 years and has operations in over 50 countries.Each country has its own IT organization, with some central corporate IT services provided by the US parent company. Insome countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City ITSe

A. Communications Approach: Critical Why: They are accountable for the project budget to build and support the new solution

B. Communications Approach: Significant Why: The data being shared on the new platform is critical to the technical team role

C. Communications Approach: Critical Why: Technical teams are the only people with the necessary skills to manage the new platform

D. Communications Approach: Significant Why: Continued support is required for the planning process and then support of the solution

View answer

Correct Answer: D

Question #46

What is an event?

A. The addition, modification, or removal of anything that could have a direct or indirect effect on services

B. Any change of state that has significance for the management of a service or other configuration item

C. Cause of one or more incidents

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

View answer

Correct Answer: A

Question #47

Functions are best described as?

A. Self-Contained units of organizations

B. Inter-related activities with a defined goal or output

C. Closed loop control systems

D. A team of IT staff who provide a single point of contact for all user communication

View answer

Correct Answer: B

Question #48

ScenarioVericom is a leading provider of government, business and consumer telecommunication services, and is currently seekingways in which to improve its utilization of IT services to drive growth across its multiple lines of business. One of the largestorganizations in the United Kingdom, Vericom is comprised of the following business units:Due to the extensive scope of infrastructure deployed and large employee and customer base, Vericom continues to rely onlegacy systems for some critical IT services;

C. The implementation of Event Management to complement existing ITIL processes within Verinet will have a number of significant benefits

D. The implementation of Event Management to complement existing ITIL processes within Verinet will have a number of significant benefits

View answer

Correct Answer: B

Question #49

What is the purpose of problem management?

A. Reduces the likelihood and impact of incidents

B. Ensures services are restored as soon as possible

C. Helps direct the incident to the correct support area

D. Determines how the service provider is perceived

View answer

Correct Answer: B

Question #50

How should an organization include third-party suppliers in the continual improvement of services?

A. Ensure suppliers include details of their approach to service improvement in contracts

B. Require evidence that the supplier uses agile development methods

C. Require evidence that the supplier implements all improvements using project management practices

D. Ensure that all supplier problem management activities result in improvements

View answer

Correct Answer: C

Question #51

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

A. The consumer demand for the service

B. The time that the customer indicates for service delivery

C. The service levels of the supplier

D. The time needed to realistically deliver the service

View answer

Correct Answer: D

Question #52

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

A. Applying risk management when considering to introduce new processes

B. Discarding existing processes before assessing their usefulness

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

D. Using service data to avoid any unintentional data distortion found in reports

View answer

Correct Answer: B

Question #53

Which guiding principle discourages ‘silo activity’?

A. Focus on value

B. Start where you are

C. Collaborate and promote visibility

D. Keep it simple and practical

View answer

Correct Answer: C

Question #54

Which process will regularly analyze incident data to identify discernable trends?

A. Service level management

B. Problem management

C. Change management

D. Event management

View answer

Correct Answer: B

Question #55

What is the difference between a Known Error and a Problem?

A. The underlying cause of a Known Error is known

B. A Known Error involves an error in the IT infrastructure, A

C. Problem does not involve such an error

D. A Known Error always originates from an Incident

E. With a Problem, the relevant Configuration Items have been identified

View answer

Correct Answer: A

Question #56

Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?

A. Service configuration management

B. Service desk

C. IT asset management

D. Monitoring and event management

View answer

Correct Answer: B

Question #57

Identify the missing word in the following sentence. The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the [?] that support them, is available when and where it is needed.

A. suppliers

B. assets

C. customers

D. CIs

View answer

Correct Answer: C

Question #58

See the Scenario for additional information.CruiseAlong CarsCruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. Ithas grown by acquisition over the last 20 years and has operations in over 50 countries.Each country has its own IT organization, with some central corporate IT services provided by the US parent company. Insome countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City ITSe

A. A lower risk of overspending the IT budget, because this is aligned with the goal of the improvement

B. Fewer breaches of agreed service levels, because this will lead to improved business unit satisfaction

C. Provision of shared funding from many countries, because this will lead to improved business unit satisfaction

D. A reduction in the cost of service desks, because this is aligned with the goal of the improvement

View answer

Correct Answer: D

Question #59

Which practice has a purpose that includes ensuring that risks have been properly assessed?

A. Service configuration management

B. Problem management

C. Service level management

D. Change control

View answer

Correct Answer: D

Question #60

Which service level metrics are BEST for measuring user experience?

A. Single system-based metrics

B. Metrics for the percentage of uptime of a service

C. Operational metrics

D. Metrics linked to defined outcomes

View answer

Correct Answer: C

Question #61

What type of change is MOST likely to be managed by the 'service request management' practice?

A. An emergency change

B. A normal change

C. An application change

D. A standard change

View answer

Correct Answer: A

Question #62

ScenarioVericom is a leading provider of government, business and consumer telecommunication services, and is currently seekingways in which to improve its utilization of IT services to drive growth across its multiple lines of business. One of the largestorganizations in the United Kingdom, Vericom is comprised of the following business units:Due to the extensive scope of infrastructure deployed and large employee and customer base, Vericom continues to rely onlegacy systems for some critical IT services;

B. You realize a phased approach is the best method, including four phases:

C. You realize a coordinated approach is the best method, including:

D. You realize that improving the business awareness of IT is most important, and address the issues by:

View answer

Correct Answer: A

Question #63

Service transition contains detailed descriptions of which processes?

A. Change management, service asset and configuration management, release and deployment management

B. Change management, capacity management, event management, service request management

C. Service level management, service portfolio management, service asset and configuration management

D. Service asset and configuration management, release and deployment management, request fulfillment

View answer

Correct Answer: B

Question #64

Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?

A. Service configuration management

B. Service desk

C. Problem management

D. Deployment management

View answer

Correct Answer: B

Question #65

Identify the missing word in the following sentence. The purpose of the 'information security management' practice is to [?] the organization's information.

A. protect

B. store

C. audit

D. provide

View answer

Correct Answer: C

Question #66

Identify the missing word in the following sentence. A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].

A. assets

B. values

C. elements

D. services

View answer

Correct Answer: A

Question #67

Which activity captures the demand for incident resolution and service requests?

A. Change control

B. Problem management

C. Service desk

D. Service catalogue management

View answer

Correct Answer: C

Question #68

See the Scenario for additional information.CruiseAlong CarsCruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. Ithas grown by acquisition over the last 20 years and has operations in over 50 countries.Each country has its own IT organization, with some central corporate IT services provided by the US parent company. Insome countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City ITSe

A. Survey Optimsolv senior managers to gain general feedback on employee satisfaction

B. Carry out stakeholder analysis to determine which Optimsolv employees to survey

C. Directly observe impacted Optimsolv employees in their roles

D. Create a resistance management plan for Optimsolv employees

View answer

Correct Answer: C

Question #69

Why is a meeting notes template used?

A. To record meeting objectives while the meeting is in progress

B. To help the meeting chairperson to capture key details

C. To ensure that the meeting runs to planned timings

D. To ensure the correct participants attend the meeting

View answer

Correct Answer: A

Question #70

What is the CORRECT definition of service management?

A. A set of specialized assets for transitioning services into the live operational environment

B. A set of specialized organizational capabilities for delivering value to customers in the form of services

C. The capability of supplier to deliver services to providers in exchange for money

D. The capability of service providers to minimize their costs without reducing the value of the services

View answer

Correct Answer: A

Question #71

What considerations influence the supplier strategy of an organization?

A. Contracts and agreements

B. Type of cooperation with suppliers

C. Corporate culture of the organization

D. Level of formality

View answer

Correct Answer: B

Question #72

Software and technology are examples of which of the four Ps?

A. Processes

B. Performance

C. Products

D. Partners

View answer

Correct Answer: C

Question #73

Which helps to manage an incident when it is unclear which support team should be working on the incident?

A. Disaster recovery plans

B. Swarming

C. Target resolution times

D. Self-help

View answer

Correct Answer: B

Question #74

ScenarioVericom is a leading provider of government, business and consumer telecommunication services, and is currently seekingways in which to improve its utilization of IT services to drive growth across its multiple lines of business. One of the largestorganizations in the United Kingdom, Vericom is comprised of the following business units:Due to the extensive scope of infrastructure deployed and large employee and customer base, Vericom continues to rely onlegacy systems for some critical IT services;

A. You understand the need to review current practices, so you compare current practices against those described in the ITIL volume of Service Operation

B. You communicate the need to review the situation, inviting various stakeholders from the IT departments and other business units to discuss the issues at hand

C. You understand the need for compliance to the defined processes, as currently many staff do not follow prescribed guidelines and procedures

D. You communicate the need to understand more about the current issues, so you invite the Service Desk, Incident, Problem and Release & Deployment managers to a meeting to review the situation

View answer

Correct Answer: B

Question #75

Which is an objective of service transition?

A. To negotiate service levels for new services

B. To ensure that service changes create the expected business value

C. To reduce the impact of business critical service outages on key services

D. To plan and manage entries in the service catalogue

View answer

Correct Answer: B

Question #76

See the scenario for additional informational. CruiseAlong Cars CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It has grown by acquisition over the last 20 years and has operations in over 50 countries.Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global Cit

A. ‘Timing and frequency matter’ because ‘where are we now?’ requires that messages to all stakeholders are kept simple

B. ‘There is no single correct method of communication because ‘how do we get there?’ requires coordination from a diverse range of stakeholders

C. ‘Timing and frequency matter’ because ‘what is the vision?’ will need regular reinforcement to ensure the execution of the project is a success

D. ‘There is no single correct method of communication’ because ‘where do we want to be?’ is different for every stakehold

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Correct Answer: C

Question #77

Which is the CORRECT of the ‘R’ role in a RACI matrix?

A. This role ensures that activities are executed correctly

B. This role has ownership of the end result

C. This role is involved in providing knowledge and input

D. This role ensures the flow of information to stakeholders

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Correct Answer: A

Question #78

Which term describes the functionality offered by a service?

A. cost

B. Utility

C. Warranty

D. Risk

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Correct Answer: A

Question #79

See the Scenario for additional information.CruiseAlong CarsCruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. Ithas grown by acquisition over the last 20 years and has operations in over 50 countries.Each country has its own IT organization, with some central corporate IT services provided by the US parent company. Insome countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City ITSe

A. Run a workshop to define the structure and value of IT services

B. Visit each customer in their normal place of work to see what they do

C. Issue a detailed questionnaire to all customers to discover their expectations

D. Establish current performance levels and match the new service to them

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Correct Answer: D

Question #80

See the Scenario for additional information.CruiseAlong CarsCruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. Ithas grown by acquisition over the last 20 years and has operations in over 50 countries.Each country has its own IT organization, with some central corporate IT services provided by the US parent company. Insome countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City ITSe

A. Create a new comprehensive communications plan for all stakeholders before engaging with the research teams

B. Use the existing communications plan and send all previous communications to the research teams

C. Make contact with the research teams and build a specific communications approach to address their needs

D. Include the named contacts immediately on the project email distribution list and ask them for feedback

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Correct Answer: C

Question #81

A significant, unresolved problem is likely to cause major business disruption. Where is this MOST LIKELY to be escalated to?

A. IT service continuity management

B. Availability management

C. Incident management

D. Change management

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Correct Answer: A

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