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ITIL 4 Oefen examen vragenlijst

itil4 foundation oefenvragen en antwoorden

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Warning: TT: undefined function: 32 ©AXELOS Limited 2019. AXELOSReproduction of this material requires the permission of AXELOS Limited. ®, ITIL® and the swirl logo are registered trade marks of AXELOS Limited. All rights reserved.

Sample Paper 1

Question Booklet

Multiple Choice

Examination Duration: 1 Hour

Instructions

You should attempt all 40 questions. Each question is worth one mark.
There is only one correct answer per question.
You need to answer 26 questions correctly to pass the exam.
Mark your answers on the answer sheet provided. Use a pencil (NOT pen).
You have 60 minutes to complete this exam.
This is a ‘closed book’ exam. No material other than the exam paper is allowed.

Which practice is responsible for moving components to live environments?

A. Change control B. Release management C. IT asset management D. Deployment management

Which practice includes the classification and ownership of queries and requests from users?

A. Service desk B. Incident management C. Change control D. Service level management

Which practice identifies metrics that reflect the customer’s experience of a service?

A. Continual improvement B. Service desk C. Service level management D. Problem management

What is the PRIMARY use of a change schedule?

A. To support 'incident management' and improvement planning B. To manage emergency changes C. To plan changes and help avoid conflicts D. To manage standard changes

Which is a potential benefit of using an IT service management tool to support the 'incident management' practice?

A. It may ensure that the cause of incidents is identified within agreed times B. It may provide automated matching of incidents to problems or known errors C. It may ensure that supplier contracts are aligned with the needs of the service provider D. It may provide automated resolution and closure of complex incidents

Which role submits service requests?

A. The user, or their authorized representative B. The customer, or their authorized representative C. The sponsor, or their authorized representative D. The supplier, or their authorized representative

Which practice provides a single point of contact for users?

A. Incident management B. Change control C. Service desk D. Service request management

Which guiding principle recommends that the four dimensions of service management are considered?

A. Think and work holistically B. Progress iteratively with feedback

C. Focus on value

D. Keep it simple and practical

Which would be supported by the ‘service request management’ practice?

A. A request to authorize a change that could have an effect on a service B. A request from a user for something which is a normal part of service delivery C. A request to restore service after a service interruption D. A request to investigate the cause of multiple related incidents

Which practice is the responsibility of everyone in the organization?

A. Service level management B. Change control C. Problem management D. Continual improvement

Identify the missing word in the following sentence.

The purpose of the ‘information security management’ practice is to [?] the organization’s information.

A. store B. provide C. audit D. protect

Which guiding principle recommends collecting data before deciding what can be re-used?

A. Focus on value B. Start where you are C. Keep it simple and practical D. Progress iteratively with feedback

Which value chain activity ensures people understand the organization’s vision?

A. Improve B. Plan C. Deliver and support D. Obtain/build

Which statement about the value chain activities is CORRECT?

A. Every practice belongs to a specific value chain activity B. A specific combination of value chain activities and practices forms a service relationship C. Service value chain activities form a single workflow that enables value creation D. Each value chain activity contributes to the value chain by transforming specific inputs into outputs

What is the purpose of the ‘supplier management’ practice?

A. To ensure that the organization‘s suppliers and their performance are managed appropriately to support the seamless provision of quality products and services B. To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services C. To ensure that the organization’s suppliers and their performance are managed appropriately at strategic and tactical levels through coordinated marketing, selling, and delivery activities D. To ensure that accurate and reliable information about the configuration of suppliers' services is available when and where it is needed

What are the two types of cost that a service consumer should evaluate?

A. The price of the service, and the cost of creating the service B. The costs removed by the service, and the costs imposed by the service C. The cost of provisioning the service, and the cost of improving the service D. The cost of software, and the cost of hardware

Which is a purpose of the ‘service desk’ practice?

A. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents B. To maximize the number of successful IT changes by ensuring risks are properly assessed C. To capture demand for incident resolution and service requests D. To set clear business-based targets for service performance

How should an organization adopt continual improvement methods?

A. Use a new method for each improvement the organization handles B. Select a few key methods for the types of improvement that the organization handles C. Build the capability to use as many improvement methods as possible D. Select a single method for all improvements that the organization handles

Which ITIL concept describes governance?

A. The seven guiding principles B. The four dimensions of service management C. The service value chain D. The service value system

Which is a recommendation of the ‘service desk’ practice?

A. Service desks should avoid the use of automation B. Service desks should be highly technical C. Service desks should understand the wider organization D. Service desks should be a physical team in a single fixed location

What is the definition of an event?

A. Any change of state that has significance for the management of a service or other configuration item B. Any component that needs to be managed in order to deliver an IT service C. An unplanned interruption to a service or reduction in the quality of a service D. Any financially valuable component that can contribute to the delivery of an IT product or service

Which describes outcomes?

A. Tangible or intangible deliverables B. Functionality offered by a product or service C. Results desired by a stakeholder D. Configuration of an organization’s resources

Which is NOT a key focus of the ‘information and technology’ dimension?

A. Security and compliance B. Communication systems and knowledge bases C. Workflow management and inventory systems D. Roles and responsibilities

Which practices are typically involved in the implementation of a problem resolution?

Continual improvement
Service request management
Service level management
Change control

A. 1 and 2 B. 2 and 3 C. 3 and 4 D. 1 and 4

Which is a key consideration for the guiding principle ‘keep it simple and practical’?

A. Try to create a solution for every exception B. Understand how each element contributes to value creation C. Ignore the conflicting objectives of different stakeholders D. Start with a complex solution, then simplify

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

A. Identify the outcomes that the service facilitates B. Identify all suppliers and partners involved in the service C. Determine who the service consumer is in each situation D. Determine the cost of providing the service

A service provider describes a package that includes a laptop with software, licences, and support. What is this package an example of?

A. Value B. An outcome C. Warranty D. A service offering

What is the definition of warranty?

A. A tangible or intangible deliverable that is produced by carrying out an activity B. The assurance that a product or service will meet agreed requirements C. A possible event that could cause harm or loss, or make it more difficult to achieve objectives D. The functionality offered by a product or service to meet a particular need

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ITIL 4 Oefen examen vragenlijst

Vak: ITIL (ITIL)

13 Documenten

Studenten deelden 13 documenten in dit vak

Universiteit: Hogeschool Inholland

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EN_ITIL4_FND_2019_SamplePaper1_QuestionBk_v1.3

The ITIL® 4 Foundation Examination

Sample Paper 1

Question Booklet

Multiple Choice

Examination Duration: 1 Hour

Instructions

1. You should attempt all 40 questions. Each question is worth one mark.

2. There is only one correct answer per question.

3. You need to answer 26 questions correctly to pass the exam.

4. Mark your answers on the answer sheet provided. Use a pencil (NOT pen).

5. You have 60 minutes to complete this exam.

6. This is a ‘closed book’ exam. No material other than the exam paper is

allowed.

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