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ITIL v4 Q&A sample for study, Exams of Computer Applications

AMET UniversityComputer Applications

ITIL Q&AITIL Q&AITIL Q&AITIL Q&AITIL Q&AITIL Q&AITIL Q&AITIL Q&AITIL Q&AITIL Q&AITIL Q&AITIL Q&AITIL Q&AITIL Q&AITIL Q&AITIL Q&AITIL Q&AITIL Q&AITIL Q&AITIL Q&AITIL Q&AITIL Q&AITIL Q&A

Typology: Exams

2020/2021

Uploaded on 03/23/2021

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waghmaresachin 🇮🇳

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QUESTION 1 Which ITIL guiding principle recommends using existing services, processes and tools
when improving services?
A. Progress iteratively with feedback
B. Keep is simple and practical
C. Start where you are
D. Focus on value
Correct Answer: C
QUESTION 2
Which practice has a purpose that includes ensuring that risks have been properly assessed?
A. Service configuration management
B. Problem management
C. Service level management
D. Change control
Correct Answer: D
QUESTION 3
When should a full risk assessment and authorization be carried out for a standard change?
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
Correct Answer: B
QUESTION 4
Which statement about emergency changes is CORRECT?
A. The testing of emergency can be eliminated in order to implement the change quickly
B. The assessment and authorization of emergency changes is expedited to ensure they can be
implemented quickly
C. Emergency changes should be authorized and implemented as service requests
D. Emergency changes must be fully documented before authorization and implementation
Correct Answer: B
QUESTION 5
Which practice coordinates the classification, ownership and communication of service
requests and incidents?
A. Supplier management
B. Service desk
C. Problem management
D. Relationship management
Correct Answer: B
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QUESTION 1 Which ITIL guiding principle recommends using existing services, processes and tools when improving services? A. Progress iteratively with feedback B. Keep is simple and practical C. Start where you are D. Focus on value Correct Answer: C QUESTION 2 Which practice has a purpose that includes ensuring that risks have been properly assessed? A. Service configuration management B. Problem management C. Service level management D. Change control Correct Answer: D QUESTION 3 When should a full risk assessment and authorization be carried out for a standard change? 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 Correct Answer: B QUESTION 4 Which statement about emergency changes is CORRECT? A. The testing of emergency can be eliminated in order to implement the change quickly B. The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly C. Emergency changes should be authorized and implemented as service requests D. Emergency changes must be fully documented before authorization and implementation Correct Answer: B QUESTION 5 Which practice coordinates the classification, ownership and communication of service requests and incidents? A. Supplier management B. Service desk C. Problem management D. Relationship management Correct Answer: B

QUESTION 6

What is warranty? A. Assurance that a product or service will meet agreed requirements B. The amount of money spent on a specific activity or resource C. The functionality offered by a product or service to meet a particular need D. The perceived benefits, usefulness and importance of something Correct Answer: A QUESTION 7 Which is part of service provision? A. The management of resources configured to deliver the service B. The management of resources needed to consume the service C. The grouping of one or more services based on one or more products D. The joint activities performed to ensure continual value co-creation Correct Answer: A QUESTION 8 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 Correct Answer: D QUESTION 9 What are ’engage’, ‘plan’ and ‘improve’ examples of? A. Service value chain activities B. Service level management C. Service value chain inputs D. Change control Correct Answer: A QUESTION 10 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 Correct Answer: A

QUESTION 16 Which statement about the steps to fulfill a service request is CORRECT? 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 Correct Answer: B QUESTION 17 What is defined as a cause, or potential cause, of one or more incidents? A. Change B. Event C. Known error D. Problem Correct Answer: D QUESTION 18 Which guiding principle recommends eliminating activities that do not contribute to the creation of value? A. Start where you are B. Collaborate and promote visibility C. Keep it simple and practical D. Optimize and automate Correct Answer: C QUESTION 19 When should the effectiveness of a problem workaround be assessed? A. Whenever the workaround is used B. Whenever the problem is resolved C. Whenever the workaround becomes a known error D. Whenever the problem is prioritized Correct Answer: A QUESTION 20 Identify the missing word in the following sentence.A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?]. A. assets B. values C. elements D. services Correct Answer: D

QUESTION 21 Which dimension considers how knowledge assets should be protected?

A. Organizations and people B. Partners and suppliers C. Information and technology D. Value streams and processes Correct Answer: C

QUESTION 22 What 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?

A. Service management B. Continual improvement C. A service D. An IT asset Correct Answer: C QUESTION 23 Identify the missing words in the following sentence. The management of information security incidents usually requires [?]. A. Immediate escalation B. Specialist teams C. A separate process D. Third party support Correct Answer: C QUESTION 24 What are the ITIL guiding principles used for? A. To help an organization make good decisions B. To direct and control an organization C. To identify activities that an organization must perform in order to deliver a valuable service D. To ensure that an organization’s performance continually meets stakeholders’ expectations Correct Answer: A

QUESTION 25 Which is the CORRECT approach for managing a large improvement

initiative as smaller iterations?

A. Each iteration should be designed before starting the initiative and implemented without feedback B. Feedback should only be taken into account when one iteration fails to meet its objective C. Feedback should be reduced for large improvements as it is unlikely that circumstances will change D. Each iteration should be continually re-evaluated based on feedback