Breathing ITIL-4-Foundation Cram 2021

NEW QUESTION 1
Which TWO statements about the 'service request management' practice are CORRECT?
* 1. Service requests are part of normal service delivery
* 2. Complaints can be handled as service requests
* 3. Service requests result from a failure in service
* 4. Normal changes should be handled as service requests

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

Answer: D

NEW QUESTION 2
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

Answer: A

NEW QUESTION 3
What is the effect of increased automation on the 'service desk1 practice?

• A. Increased ability to focus on fixing technology instead of supporting people
• B. Greater ability to focus on customer experience when personal contact is needed
• C. Elimination of the need to escalate incidents to support teams
• D. Decrease in self-service incident logging and resolution

Answer: B

NEW QUESTION 4
What should be done for every problem?

• A. It should have a workaround to reduce the impact
• B. It should be prioritized based on its potential impact and probability
• C. It should be resolved so that it can be closed
• D. It should be diagnosed to identify possible solutions

Answer: B

NEW QUESTION 5
What is the expected outcome from using a service value chain?

• A. Service value streams
• B. Value realization
• C. Customer engagement
• D. The application of practices

Answer: B

NEW QUESTION 6
Which practice updates information relating to symptoms and business impact?

• A. Service level management
• B. Change control
• C. Service request management
• D. Incident management

Answer: D

NEW QUESTION 7
What is defined as a cause, or potential cause, of one or more incidents?

• A. Change
• B. Event
• C. Known error
• D. Problem

Answer: D

NEW QUESTION 8
How should automation be implemented?

• A. By initially concentrating on the most complex tasks
• B. By optimizing as much as possible first
• C. By replacing human intervention wherever possible
• D. By replacing the existing tools first

Answer: C

NEW QUESTION 9
Which guiding principle recommends standardizing and streamlining manual tasks?

• A. Optimize and automate
• B. Collaborate and promote visibility
• C. Focus on value
• D. Think and work holistically

Answer: A

NEW QUESTION 10
Which statement about a ‘continual improvement register’ is CORRECT?

• A. It should be managed at the senior level of the organization
• B. It should be used to capture user demand
• C. There should only be one for the whole organization
• D. It should be re-prioritized as ideas are documented

Answer: D

NEW QUESTION 11
Which statement about outcomes is CORRECT?

• A. An outcome can be enabled by more than one output
• B. Outcomes are how the service performs
• C. An output can be enabled by one or more outcomes
• D. An outcome is a tangible or intangible activity

Answer: A

NEW QUESTION 12
When should a change request be submitted to resolve a problem?

• A. As soon as a solution for the problem has been identified
• B. As soon as a workaround for the problem has been identified
• C. As soon as the analysis of the frequency and impact of incidents justifies the change
• D. As soon as the analysis of cost, risks and benefits justifies the change

Answer: D

NEW QUESTION 13
Which is an objective of the design coordination process?

• A. To produce service design packages and ensure they are handed over to service transition
• B. To assess and evaluate all changes and their impact on service designs
• C. To document the initial structure and relationship between services and customers
• D. To gather and document new service level requirements from the customer

Answer: A

Explanation:
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NEW QUESTION 14
Which describes a set of defined steps for implementing improvements?

• A. The ‘improve’ value chain activity
• B. The ‘continual improvement register’
• C. The ‘continual improvement model’
• D. The ‘engage’ value chain activity

Answer: C

NEW QUESTION 15
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

Answer: A

NEW QUESTION 16
Which is an example of improving service utility using service management automation?

• A. Pre-determined routing of a service request
• B. Reducing the time to compile service data
• C. Monitoring service availability
• D. Faster resource allocation

Answer: D

NEW QUESTION 17
Which practice owns and manages issues, queries and requests from users?

• A. Service desk
• B. Problem management
• C. Incident management
• D. Change control

Answer: A

NEW QUESTION 18
Which skill is an essential part of the 'service level management' practice?

• A. Problem analysis
• B. Technical knowledge
• C. Listening
• D. Diagnosis

Answer: C

NEW QUESTION 19
Which value chain activity ensures the availability of service components?

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

Answer: D

NEW QUESTION 20
What is defined as any component that needs to be managed in order to deliver an IT service?

• A. A service request
• B. An IT asset
• C. A configuration item (CI)
• D. An incident

Answer: C

NEW QUESTION 21
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