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Exin ITIL Dumps

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Total 503 questions

ITIL Foundation (syllabus 2011) Questions and Answers

Question 1

Which is a purpose of the 'service desk' practice?

Options:

A.

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

B.

To capture demand for incident resolution and service requests

C.

To set clear business-based targets for service performance

D.

To maximize the number of successful IT changes by ensuring risks are properly assessed

Question 2

Which TWO statements about an organization’s culture are CORRECT? (Choose two.)

1. It is created from shared values based on how it carries out its work

2. It is determined by the type of technology used to support services

3. It should be based on the culture of prospective suppliers

4. It should be based on the objectives of the organization

Options:

A.

1 and 2

B.

2 and 3

C.

3 and 4

D.

1 and 4

Question 3

How does information about problems and known errors contribute to 'incident management'?

Options:

A.

It enables the reassessment of known erros

B.

It enables quick and efficient diagnosis of incidents

C.

It removes the need for collaboration during incident resolution

D.

It removes the need for regular customer updates

Question 4

Which guiding principle recommends coordinating all dimensions of service management?

Options:

A.

Start where you are

B.

Think and work holistically

C.

Keep it simple and practical

D.

Progress iteratively with feedback

Question 5

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

Options:

A.

Try to create a solution for every exception

B.

Start with a complex solution, then simplify

C.

Understand how each element contributes to value creation

D.

Ignore the conflicting objectives of different stakeholders

Question 6

What is typically needed to assign complex incidents to support groups?

Options:

A.

The incident priority

B.

The incident category

C.

A change schedule

D.

A self-help tool

Question 7

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

Options:

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

Question 8

Which dimension considers how knowledge assets should be protected?

Options:

A.

Organizations and people

B.

Partners and suppliers

C.

Information and technology

D.

Value streams and processes

Question 9

What should be done for every problem?

Options:

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

Question 10

Which service level metrics are BEST for measuring user experience?

Options:

A.

Single system-based metrics

B.

Metrics for the percentage of uptime of a service

C.

Operational metrics

D.

Metrics linked to defined outcomes

Question 11

Which practice updates information relating to symptoms and business impact?

Options:

A.

Service level management

B.

Change control

C.

Service request management

D.

Incident management

Question 12

Which statement about service desks is CORRECT?

Options:

A.

The service desk should work in close collaboration with support and development teams

B.

The service desk should rely on self-service portals instead of escalation to support teams

C.

The service desk should remain isolated from technical support teams

D.

The service desk should escalate all technical issues to support and development teams

Question 13

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

Options:

A.

Service desk

B.

Problem management

C.

Incident management

D.

Change control

Question 14

How should automation be implemented?

Options:

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

Question 15

Which statement about the steps to fulfill a service request is CORRECT?

Options:

A.

They should be complex and detailed

B.

They should be well-known and proven

C.

They should include incident handling

D.

They should be brief and simple

Question 16

What type of change is MOST likely to be managed by the 'service request management' practice?

Options:

A.

An emergency change

B.

A normal change

C.

An application change

D.

A standard change

Question 17

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

Options:

A.

Workflow management and inventory systems

B.

Communication systems and knowledge bases

C.

Roles and responsibilities

D.

Security and compliance

Question 18

When should a full risk assessment and authorization be carried out for a standard change?

Options:

A.

Each time the standard change is implemented

B.

When the procedure for the standard change is created

C.

At least once a year

D.

When an emergency change is requested

Question 19

Which of the following is an example of incident?

Options:

A.

A backup server is being rebooted while services are running on the primary server

B.

An application is not available during the business hours

C.

A user has requested access to a shared repository

D.

A user wants to reset the password of a server

Question 20

Which activity is NOT recommended by the start where you are' guiding principle?

Options:

A.

Involving people who are not familiar with a service when observing and assessing its activities

B.

Applying risk management when considering to introduce new processes

C.

Using source data to avoid any unintentional data distortion found in reports

D.

Discarding existing processes before assessing their usefulness

Question 21

Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?

Options:

A.

Incident management

B.

Service level management

C.

Service request management

D.

Change enablement

Question 22

When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?

Options:

A.

Analysis Paralysis

B.

Direct observation

C.

Minimum viable product

D.

Feedback loop

Question 23

Which is a financially valuable component that can contribute to the delivery of a service?

Options:

A.

Configuration item

B.

Sponsor

C.

IT asset

D.

Service offering

Question 24

What is used as a tool to help define and measure performance?

Options:

A.

A continual improvement register

B.

An incident record

C.

A change schedule

D.

A service level agreement

Question 25

Which BEST describe the focus of the 'think and work holistically' principle?

Options:

A.

Considering the existing organizational assets before building something new

B.

Integrating an organization’s activities to deliver value

C.

Eliminating unnecessary steps to deliver valuable outcomes

D.

Breaking down large initiative into smaller pieces of work

Question 26

Identify the missing word in the following sentence.

Sponsor is the role that authorizes budget for service [?)

Options:

A.

value

B.

consumption

C.

management

D.

provision

Question 27

Which is a key requirement for successful service level agreements (SLAs)?

Options:

A.

They should be written using language and terms which all parties will understand

B.

They should be based on system-based metrics which are useful to the service provider

C.

They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service

D.

They should avoid ambiguous targets such as those relating to user experience

Question 28

What is included in the purpose of the 'release management' practice?

Options:

A.

Authorizing changes to proceed

B.

Making new features available for use

C.

Moving new software to live environments

D.

Ensuring information about services is available

Question 29

Which practice handles all pre-defined user-initiated service actions?

Options:

A.

Deployment management

B.

Incident management

C.

Service level management

D.

Service request management

Question 30

Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

Options:

A.

Information security management

B.

Continual improvement

C.

Monitoring and event management

D.

Service level management

Question 31

What is MOST LIKELY to be handled as a service request?

Options:

A.

An emergency change to apply a security patch

B.

The implementation of a workaround

C.

Providing a virtual server for a development team

D.

Managing an interruption to a service

Question 32

Which statement about outcomes is CORRECT?

Options:

A.

Outcomes enable products to be delivered to a stakeholder

B.

An outcome defines the amount of money spent on technology for a service

C.

An outcome depends on at least one output to deliver a result

D.

Outcomes provide assurance to stakeholders on how a service performs

Question 33

Which is included in the purpose of the 'improve' value chain activity?

Options:

A.

Ensuring the continual improvement of practices across all value chain activities

B.

Ensuring that services continually meet expectations for quality, costs, and lime to market

C.

Ensuring a shared understanding of the improvement direction for services across the organization

D.

Ensuring continual engagement and good relationships with all stakeholders

Question 34

Which statement about the input and output of the value chain activities is CORRECT?

Options:

A.

Each value chain activity receives inputs and provides outputs

B.

The organization’s governance will determine the inputs and outputs of each value chain activity

C.

Some value chain activities only have input, whereas others only have outputs

D.

Input and output are fixed for each value chain activity

Question 35

For which purpose would the continual improvement practice use a SWOT analysis?

Options:

A.

Understanding the current state

B.

Defining the future desired state

C.

Tracking and managing ideas

D.

Ensuring everyone actively participates

Question 36

Which practice balance management of risk with maximizing throughput?

Options:

A.

Change enablement

B.

Continual improvement

C.

Incident management

D.

Problem management

Question 37

Which of the following is the MOST important for effective incident management?

Options:

A.

A variety of access channels

B.

Balanced scorecard review

C.

Automated pipelines

D.

Collaboration tools and techniques

Question 38

Which role would is MOST SUITABLE for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?

Options:

A.

Service level manager

B.

Service desk agent

C.

Change authority

D.

Problem analyst

Question 39

Where should all master copies of controlled software and documentation be stored?

Options:

A.

In the definitive capacity library

B.

In the definitive media library

C.

In the definitive security library

D.

In the definitive production library

Question 40

How does categorization of incidents assist the 'incident management' practice?

Options:

A.

It determines the priority assigned to the incident

B.

It determines how the service provider is perceived

C.

It helps direct the incident to the correct support area

D.

It ensures that incidents are resolved in timescales agreed with the customer

Question 41

Which problem management activity ensures that a problem can be easily tracked and management

information can be obtained?

Options:

A.

Categorization

B.

Detection

C.

Prioritization

D.

Escalation

Question 42

Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?

Options:

A.

Supplier management

B.

Change enablement

C.

Relationship management

D.

Service desk

Question 43

What is important for a ‘continual improvement register’ (CIR)?

Options:

A.

Improvement ideas are documented, assessed and prioritized

B.

Improvement ideas from many sources are kept in a single CIR

C.

Improvement ideas that are not being actioned immediately are removed from the CIR

D.

Improvement ideas are tested, funded and agreed

Question 44

Why should service desk staff detect recurring issues?

Options:

A.

To help identify problems

B.

To escalate incidents to the correct support team

C.

To ensure effective handling of service requests

D.

To engage the correct change authority

Question 45

Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?

Options:

A.

Service configuration management

B.

Service desk

C.

IT asset management

D.

Monitoring and event management

Question 46

Which is an objective of the design coordination process?

Options:

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

Question 47

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

Options:

A.

Pre-determined routing of a service request

B.

Reducing the time to compile service data

C.

Monitoring service availability

D.

Faster resource allocation

Question 48

Which guiding principle focuses on reducing costs and human errors?

Options:

A.

Focus and value

B.

Collaborate and promote visibility

C.

Optimize and automate

D.

Think and work holistically

Question 49

Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?

Options:

A.

Service level management

B.

Service desk

C.

Continual improvement

D.

Change enablement

Question 50

Which process is used to compare the value that new services offer with the value of the services they have

replaced?

Options:

A.

Availability management

B.

Capacity management

C.

Service portfolio management

D.

Service catalogue management

Question 51

Which statement about the ‘four Ps’ of service design is CORRECT?

Options:

A.

Processes refers to skill and training

B.

Partners refers to suppliers and vendors

C.

People refers to technology and tools

D.

Products refers to producers and metrics

Question 52

Which guiding principle is PRIMARILY concerned with end-to-end service delivery?

Options:

A.

Focus on value

B.

Think and work holistically

C.

Optimize and automate

D.

Collaborate and promote

Question 53

Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?

Options:

A.

Service desk

B.

Monitoring and event management

C.

Service level management

D.

Continual improvement

Question 54

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

Options:

A.

To protect the information needed by the organization to conduct its business

B.

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

C.

To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services

D.

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

Question 55

Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?

Options:

A.

Relationship management

B.

IT asset management

C.

Release management

D.

Service desk

Question 56

Which approach is CORRECT when applying the guiding principle ‘keep it simple and practical’?

Options:

A.

Only add controls and metrics when they are needed

B.

Design controls and metrics first, then remove those not adding value

C.

Design controls and metrics and add them individually until all are implemented

D.

Only add controls and metrics that are required for compliance

Question 57

Which practice forms a link between the service provider and the users of services?

Options:

A.

Change enablement

B.

Service level management

C.

Problem management

D.

Service desk

Question 58

Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?

Options:

A.

Organizations and people

B.

Information and technology

C.

Partners and suppliers

D.

Value streams and processes

Question 59

Which practice has the purpose of ensuring that the organization’s suppliers and their performance and

managed appropriately to support the provision of seamless, quality products and services?

Options:

A.

Release management

B.

Supplier management

C.

Service management

D.

Relationship management

Question 60

Which statement about value creating activities is CORRECT?

Options:

A.

Each value stream should be designed with a specific combination of service value chain activities

B.

Service value chain activities have pre-determined dependencies on ITIL practices

C.

A value stream is an operating model for creating value through products and services

D.

Organizations should ensure that each value stream is applicable to many scenarios

Question 61

Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

Options:

A.

Service request management

B.

Service level management

C.

Incident management

D.

Change management

Question 62

Which describes the 'plan' value chain activity?

Options:

A.

It ensures a shared understanding of the current status and vision for all products and services across the organization

B.

It ensures that services are delivered and supported according to agreed specifications and stakeholders expectations

C.

It ensures that service components are available when and where they are needed, and meet agreed specifications

D.

It ensures continual improvement of products, services, and practices across all value chain activities

Question 63

What can be described as an operating model for the creating and management of products and services?

Options:

A.

Governance

B.

Service value chain

C.

Guiding principles

D.

Practices

Question 64

Which is an activity of the 'problem management' practice?

Options:

A.

Restoration of normal service operation as quickly as possible

B.

Prioritization of problems based on the risk that they pose

C.

Authorization of changes to resolve the cause of problems.

D.

Resolution of incidents in a time that meet customer expectations

Question 65

Which practice has a purpose that includes responding to conditions that could lead to potential faults or incidents?

Options:

A.

Incident management

B.

Service request management

C.

Monitoring and event management

D.

Change enablement

Question 66

Which practice involves the management of vulnerabilities that were not identified before the service went live?

Options:

A.

Service request management

B.

Problem management

C.

Change control

D.

Service level management

Question 67

Which guiding principle discourages 'silo activity'?

Options:

A.

Focus on value

B.

Start where you are

C.

Collaborate and promote visibility

D.

Keep it simple and practical

Question 68

Which activity is part of the 'continual improvement' practice?

Options:

A.

Identifying the cause of incidents and recommending related improvements

B.

Authorizing changes to implement improvements

C.

Logging and managing incidents that result in improvement opportunities

D.

Making business cases for improvement action

Question 69

Which Guiding principle says that it is not usually necessary to build something new?

Options:

A.

Focus on value

B.

start where you are

C.

Progress iteratively with feedback

D.

Think and work holistically

Question 70

Which statement about problems is CORRECT?

Options:

A.

Problems are not related to incidents.

B.

Problems must be resolved quickly in order to restore normal business activity.

C.

Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis.

D.

Problem prioritization involves risk assessment.

Question 71

What is a configuration item?

Options:

A.

Any financially valuable component that can contribute to delivery of an IT product or service

B.

Any component that needs to be managed in order to deliver an IT service

C.

Any change of state that has significance for the management of a service

D.

A problem that has been analyzed but has not been resolved

Question 72

Which statement about service requests is CORRECT?

Options:

A.

Complex service requests should be dealt with as normal changes

B.

Service requests that require simple workflows should be dealt with as incidents

C.

Service requests require workflows that should use manual procedures and avoid automation

D.

Service requests are usually formalized using standard procedures for initiation, approval and fulfilment

Question 73

Which practice has a purpose that deludes maximizing the number of successful additions modifications, or removals of anything that could have an effect on a service?

Options:

A.

Service request management

B.

Incident management

C.

Service desk

D.

Change enablement

Question 74

How can a service consumer contnbute to the reduction of nsk?

Options:

A.

By providing the service in accordance with requirements

B.

By ensuring that the service provider's resources are correctly configured

C.

By fully understanding then own requirements for the service

D.

By managing the detailed level of risk on behalf of the service provider

Question 75

Which statement about change authorities is CORRECT?

Options:

A.

Change authorities are only required for authorizing emergency changes

B.

Change authorities are assigned when each change is deployed

C.

Change authorities are only required for authorizing normal changes

D.

Change authorities are assigned for each type of change and change model

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Total 503 questions