ITIL^® 4 Foundation Exam

What is the PRIMARY use of a changing schedule?

1. To support ‘incident management’ and improvement planning
2. To plan changes and help avoid conflicts
3. To manage emergency changes
4. To manage standard changes

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

1. Service desks should understand the wider organization
2. Service desks should avoid the use of automation
3. Service desks should be highly technical
4. Service desks should be a physical team in a single fixed location

Why should incidents be prioritized?

1. To help automated matching of incidents to problems or known errors
2. To identify which support team the incident should be escalated to
3. To ensure that incidents with the highest business impact are resolved first
4. To encourage a high level of collaboration within and between teams

Identify the missing word in the following sentence: The purpose of the ‘information security management’ practice is to ______ the organization’s information.

1. store
2. provide
3. audit
4. protect

Which dimension considers how knowledge assets should be protected?

1. Organizations and people
2. Partners and suppliers
3. Value streams and processes
4. Information and technology

What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve?

1. A service
2. An output
3. A practice
4. Continual improvement

Which one is included in the purpose of the ‘design and transition’ value chain activity?

1. Continually meeting stakeholder expectations for costs
2. Ensuring that product and service components are available when needed
3. Providing good stakeholder relationships for consumers
4. Supporting services according to agreed specifications defined in the service level agreement

Identify the missing word: The __ describes how all the components and activities of the organization work together as a system to enable value creation.

1. Service value system
2. Service relationship management
3. Guiding principles
4. Four dimensions

To plan changes and help avoid conflicts — The change schedule is used to help plan changes, assist in communication, avoid conflicts, and assign resources.

Service desks should understand the wider organization — A key aspect of a good service desk is its practical understanding of the wider organization, the business processes, and the users.

To ensure that incidents with the highest business impact are resolved first

protect — The purpose of the information security management practice is to protect the information needed by the organization to conduct its business. This includes understanding and managing risks to the confidentiality, integrity, and availability of information, as well as other aspects of information security such as authentication (ensuring someone is who they claim to be) and non-repudiation (ensuring that someone can’t deny that they took an action).

Information and technology — The dimension Information AND technology focuses on:

• Information and knowledge
• Knowledge management
• Supporting technologies
• Might be relevant non-IT technology

A service — A service is “A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.”

Continually meeting stakeholder expectations for costs — The purpose of the design and transition value chain activity is to ensure that products and services continually meet stakeholder expectations for quality, costs, and time to market.

Service value system — The Service Value System (SVS) describes how all the components and activities of the organization work together as a system to enable value creation. Each organization’s SVS has interfaces with other organizations, forming an ecosystem that can, in turn, facilitate value for those organizations, their customers, and other stakeholders.