ITIL 4 Foundation Certification 2021 Exam Question Answers Set 1

Select the service management dimension which is focused on an organization's relationships with other organizations to deliver its services.

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

ITIL 4 has introduced the [?], to ensure that the organization constantly co-creates value with all stakeholders through the use and management of products and services.

Select the term which best describes a �fit for use� service.

Select the service management dimension which is focused on the roles and responsibilities of the people involved in a process workflow.

Select the number of questions on the ITIL 4 Foundation exam.

Which of the following is NOT an activity within the service value chain?

Select the term which best describes a person or a group of people which has its own functions with responsibilities, authorities, and relationships to achieve its objectives.

Which is intended to help an organization adopt and adapt ITIL guidance?

View and examine the following available responses.

Select the question type on the ITIL4 exam which requires you to identify a term based on a specific word for word definition.

Select the item which refers to the value of co-creation by facilitating outcomes which a customer wishes to achieve without the customer having to manage specific costs and risks.

Select the minute duration of the ITIL 4 Foundation exam.

Select the industrial revolution which occurred in the 1980s with the large spread adoption of computers.

Select the item which refers to an outcome description.

Which guiding principle is concerned with an understanding of how all the parts of an organization work together in an integrated way?

Which statement about the value chain activities is CORRECT?

You have been asked to investigate an email service within your organization that is failing to meet its intended outcomes.

You begin by determining the intended outcome and then observe the current service with as much objectivity as possible. Based on your observations, you are able to determine that the current service is not meeting its utility and warranty requirements.

Which guiding principles best describes your actions in this scenario?

Select the statement which describes the nature of the guiding principles.

Select the set of specialized organizational capabilities for enabling value to customers in the form of services.

Select the ITIL concept which describes governance.

Select the service management dimension which is focused on the communication systems and knowledge bases used by employees.

What release uses two mirrored production environments?

Incident management can have an enormous impact on customer and user ________?

What usually requires a separate process?

What changes are not typically included in a change schedule?

The addition, modification, or removal of anything that could have a direct or indirect effect on ______?

A _________ is a configuration of an organization's resources designed to offer value for a consumer.

In the information security management practice, what is done to ensure that security incidents don't occur?

What practice will ensure the availability of information?

What practice will establish and nurture the links between the company and its stakeholders?

In what practice will you negotiate and agree on contracts and arrangements?

What is it called when the products or services are developed and/ or delivered internally by the business?

____________ is the procurement of a product or service from more than one independent supplier.

What practice is to observe services and service components, and record and report selected changes of their states?

What events allow actions to be taken before any negative impact is actually experienced by the business?

What should be done to ensure successful monitoring and event management?

What is used to document the timing for releases?

What events do not require action at the time they are identified?

What in release management enables learning and improvement, and helps to ensure that customers are satisfied?

What is it called when Components are integrated, tested, and deployed when they are needed, providing frequent opportunities for customer feedback loops?

What does the W stand for in a SWOT analysis?

Who is responsibility for continual improvement?

What changes are low-risk, pre-authorized changes that are well understood and fully documented, and can be implemented without needing additional authorization?

What events require action, even though business impact may not yet have been experienced?

What is used to help plan changes, assist in communication, avoid conflicts, and assign resources?

Change enablement is usually focused on changes in?

The change authority should be assigned to?

Service actions are performed by the service provider according to the?

The supplier strategy, sometimes called the?

What is specifically aimed at managing the acquisition, development, release, deployment, maintenance, and eventual retirement of software assets?

What practice requires accurate inventory information, which it keeps in an asset register?

Cloud-based assets must be assigned to specific products or groups so that _______ can be managed.

A ____ is a controlled environment established to test products, services, and other configuration items.

What is a list of minimum requirements that a service or service component must meet for it to be acceptable to key stakeholders?

Agile is an umbrella term for frameworks such as?

What is a way of working that has been proven to be successful by multiple organizations?

What are changes that need to be scheduled, assessed, and authorized following a process?

The asset register is used in what practice?

Which practice observe services and service components, and record and report selected changes?

Which of the following statement about authentication is correct?

The use of scripts can help which of the following?

What is a justification for expenditure of organizational resources, providing information about costs, benefits, options, risks, and issues?

What should be everyone responsibility in an organization?

Which of the following statement is correct about the continual improvement register (CIR)?

What change maybe subject to less testing than others?

Information security is critically dependent upon the?

Which of the following statement is true about non-repudiation?

Change enablement balances the need to make beneficial changes and ____________?

In high velocity organizations, it is common for change management practice to be?

Which of the following is not an external factor in the four dimensions model?

What choice is defined in ITIL to support the holistic approach is service management?

Which of the following can lead to poor decision-making and in turn impact the organization's ability to improve internal capabilities?

Which guiding principle is about ensuring that service management includes understanding of how all parts of an organization work together?

Which of the following will represent the steps and organization take in the creation of value?

What is the point of communication between the service provider and all its users?

Which of the following statement is correct about service request fulfillment?

What role is held accountable for the delivery of a specific service?

A risk assessment does not need to be repeated for which of the following change?

Which practice coordinates the classification and ownership of incidents?

Engage, plan, and improve are examples of?

Organizational change management manages the _________ aspects of changes to ensure that improvements and organizational transformations are implemented successfully.

Which is NOT a component of the service value system?

Which of the following statement is correct about effective incident management?

Which service value chain activity is done to provide a good understanding of stakeholder needs?

When managing information security, an organization must strive to achieve a balance between protecting the organization and _________________.

Which of the following practice has a major influence on how users perceived services?

Which of the following is not an example of an operational metrics?

An IT asset is any __________ valuable component that can contribute to the delivery of an IT product or service.

Service request fulfillment generally includes which of the following types of changes?

Which deployment approach allows for frequent customer feedback?

A router was recently upgraded with new memory. What practice will ensure this router is implemented into operations?

What practice helps to optimize the use of valuable resources?

Information security management is primary driven by?

What is it called when new or changed components are deployed to just part of the production environment at a time?

A new software has been made available on the network and users are able to install it at a time that is convenient for them. What deployment approaches this?

Which of the following statement about change enablement is correct?

1. Scope is defined by the organization

2. There are 3 types of changes

3. Change authority is who authorizes a change

Which of the following would be an example of a service requests?

It is common practice to use a decentralize change approval process in what type of organization?

The IT department will be installing a new application to all users over the weekend. What deployment approach is this?

ITIL SVS includes how many general management practices?

Events are often classified as:

1. Informational

2. Warning

3. Exceptions

What is an arrangement of configuration items (CIs) or other resources that work together to deliver a product or service?

What is a measure of whether the objectives of a practice, service or activity have been achieved?

What is the maximum acceptable period of time following a service disruption that can elapse before the lack of business functionality severely impacts the organization?