Beskyttet: ITIL 4 Foundation Sample Paper 1 v1.4

1) Which practice is responsible for moving components to live environments?

2) Which practice includes the classification, communication and ownership of incidents, requests and other queries from users?

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

4) What is the PRIMARY use of a change schedule?

5) Which service management dimension is focused on activities and how these are coordinated?

6) How does categorization of incidents assist the ‘incident management’ practice?

7) Identify the missing word(s) in the following sentence.

A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve.

8) Which is a recommendation of the ‘continual improvement’ practice?

9) Which is a potential benefit of using an IT service management tool to support the ‘incident management’ practice?

10) Which role submits service requests?

11) Which practice provides a single point of contact for users?

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

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

14) Which practice is the responsibility of everyone in the organization?

15) Identify the missing word in the following sentence.

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

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

17) Which is NOT usually included as part of incident management?

18) Which describes the nature of the guiding principles?

19) Which statement about a change authority is CORRECT?

20) Which practice has the purpose of making new and changed services and features available for use?

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

22) Which statement about the value chain activities is CORRECT?

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

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

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

26) How should an organization adopt continual improvement methods?

27) Which ITIL concept describes governance?

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

29) Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?

30) What is a standard change?

31) What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?

32) What is the definition of change?

33) What is the definition of an event?

34) Which describes outcomes?

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

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

1. Continual improvement
2. Service request management
3. Service level management
4. Change enablement

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

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

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

40) What is the definition of warranty?