ITIL® 4 Foundation Courseware - English

Van Haren Learning Solutions a.o.

• Verlag: Van Haren Publishing
• Jahr: 2019
• ISBN:
  9789401803953
• Auflage: 1
• Thema: Education
• Thema: Education General

Besides the ITIL® 4 Foundation Courseware - English (ISBN: 978 94 018 0394 6) publication you are advised to obtain the ITIL® 4 - A Pocket Guide (ISBN: 978 94 018 0439 4).The course is designed as an introduction to ITIL 4 and enables you to understand a new way to look at IT Service Management through a Service Value System (SVS). ITIL 4 provides an end-to-end picture of what means to contribute to business value, and also integrates concepts from models such as Lean IT, Agile and DevOps.This course is for those who are involved in the delivery of IT services and need an understanding of best practice in IT Service Management. Student must pass a 60 minute, 40 question closed book multiple choice, examination with a passing score of 65% in order to receive this certification. You can write the exam at any time and at any place after the course. The test is done via your own computer proctored via webcam.Candidates wishing to be trained and pass the exam for this qualification would be recommended to have a general awareness of IT and appreciation of their own business environment.You'll learn: •Understand the key concepts of service management•Understand how the ITIL guiding principles can help an organization adopt and adapt service management•Understand the four dimensions of service management•Understand the purpose and components of the ITIL service value system•Understand the activities of the service value chain, and how they interconnect•Know the purpose and key terms of 18 ITIL practices•Understand 7 ITIL practicesITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. This product is only for courseware partners, affiliates or designated students. Any course should always include an exam.

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

A. Change control

B. Release management

C. IT asset management

D. Deployment management

2) Which practice includes the classification and ownership of queries and requests from users?

A. Service desk

B. Incident management

C. Change control

D. Service level management

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

A. Continual improvement

B. Service desk

C. Service level management

D. Problem management

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

A. To support 'incident management' and improvement planning

B. To manage emergency changes

C. To plan changes and help avoid conflicts

D. To manage standard changes

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

A. Organizations and people

B. Information and technology

C. Partners and suppliers

D. Value streams and processes

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

A. It helps direct the incident to the correct support area

B. It determines the priority assigned to the incident

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

D. It determines how the service provider is perceived

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.

A. the warranty

B. outcomes

C. the utility

D. outputs

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

A. There should at least be a small team dedicated to leading ‘continual improvement’ efforts

B. All improvements should be managed as multi-phase projects

C. ‘Continual improvement' should be isolated from other practices

D. External suppliers should be excluded from improvement initiatives

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

A. It may ensure that the cause of incidents is identified within agreed times

B. It may provide automated matching of incidents to problems or known errors

C. It may ensure that supplier contracts are aligned with the needs of the service provider

D. It may provide automated resolution and closure of complex incidents

10) Which role submits service requests?

A. The user, or their authorized representative

B. The customer, or their authorized representative

C. The sponsor, or their authorized representative

D. The supplier, or their authorized representative

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

A. Incident management

B. Change control

C. Service desk

D. Service request management

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

A. Think and work holistically

B. Progress iteratively with feedback

C. Focus on value

D. Keep it simple and practical

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

A. A request to authorize a change that could have an effect on a service

B. A request from a user for something which is a normal part of service delivery

C. A request to restore service after a service interruption

D. A request to investigate the cause of multiple related incidents

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

A. Service level management

B. Change control

C. Problem management

D. Continual improvement

15) Identify the missing word in the following sentence.

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

A. store

B. provide

C. audit

D. protect

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

A. Focus on value

B. Start where you are

C. Keep it simple and practical

D. Progress iteratively with feedback

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

A. Scripts for collecting initial information about incidents

B. Formalized procedures for logging incidents

C. Detailed procedures for the diagnosis of incidents

D. The use of specialized knowledge for complicated incidents

18) Which describes the nature of the guiding principles?

A. Guiding principles can guide an organization in all circumstances

B. Each guiding principle mandates specific actions and decisions

C. An organization will select and adopt only one of the seven guiding principles

D. Guiding principles describe the processes that all organizations must adopt

19) Which statement about a change authority is CORRECT?

A. A single change authority should be assigned to authorize all types of change and change models

B. A change authority should be assigned for each type of change and change model

C. Normal changes are pre-authorized and do not need a change authority

D. Emergency changes can be implemented without authorization from a change authority

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

A. Change control

B. Service request management

C. Release management

D. Deployment management

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

A. Improve

B. Plan

C. Deliver and support

D. Obtain/build

22) Which statement about the value chain activities is...