Exam (elaborations)
Axelos ITIL 4 Questions and Answers
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Exam of 121 pages for the course ITIL 4 at ITIL 4 (Axelos ITIL 4)
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Axelos ITIL 4What is the definition of a service?
A) The means by which an organization is directed and controlled
B) A set of specialized organizational capabilities for enabling value to customers
C) A method for visualizing work, identifying potential blockages and resource conflicts,
and managing work in progress
D) 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 - answerD
Identify the missing word(s) in the following sentence. Utility is the ________ offered by
a product or service to meet a particular need.
A) Assurance
B) Promise
C) Functionality
D) Outcome - answerC
Identify the missing word in the following sentence. ________ is the practice of ensuring
that risks are properly assessed, authorizing changes to proceed, and managing a
change schedule in order to maximize the number of successful IT changes.
A) IT asset management
B) Service configuration management
C) Change enablement
D) Service level management - answerC
Identify the missing word(s) in the following sentence. An event is any change of state
that has significance for the management of a(n) ________ or other configuration items.
A) Output
B) Product
C) Service
D) Outcome - answerC
What is the purpose of the 'information security management' practice?
A) Protecting an organization by understanding and managing risks to the
confidentiality, integrity, and availability of information
B) Ensuring that services achieve agreed and expected performance levels, satisfying
current and future demand in a cost-effective way
,C) Ensuring that services deliver agreed levels of availability or that change can be
assessed
D) Systematically observing services and service components and recording and
reporting selected changes of state identified as events - answerA
What is the purpose of the 'monitoring and event management' practice?
A) Supporting the agreed quality of a service by handling all pre-defined, user-initiated
service requests in an effective and user-friendly manner
B) Systematically observing services and service components and recording and
reporting selected changes of state identified as events
C) Minimizing the negative impact of incidents by restoring normal service operation as
quickly as possible
D) Ensuring that all an organization's projects are successfully delivered - answerB
What is the purpose of the 'incident management' practice?
A) Supporting the agreed quality of a service by handling all pre-defined, user-initiated
service requests in an effective and user-friendly manner
B) Ensuring that services deliver agreed levels of availability or that change can be
assessed
C) Ensuring that all an organization's projects are successfully delivered
D) Minimizing the negative impact of incidents by restoring normal service operation as
quickly as possible - answerD
What is defined as the practice of ensuring that accurate and reliable information about
the configuration of services, and the configuration items that support them, is available
when and where needed?
A) Change enablement
B) IT asset management
C) Service configuration management
D) Service level management - answerC
Identify the missing word in the following sentence. The ________ is the practice of
capturing demand for incident resolution and service requests.
A) Incident management
B) Service level management
C) Service request management
D) Service desk - answerD
Dion Training has decided to offer two membership levels to their training programs.
The first membership level includes all of their video courses, practice exams, and study
guides for a single monthly fee. This plan does not provide the students with the actual
,exam voucher to take the certification exams, though. What term best describes this
membership level which provides several services for a single price?
A) An outcome
B) Value
C) A service offering
D) An output - answerC
Which describes outputs?
A) Tangible or intangible deliverables
B) Functionality offered by a product or service
C) Results for a stakeholder
D) Configuration of an organization's resources - answerA
What term best describes a person or a group of people that has its own functions with
responsibilities, authorities, and relationships to achieve its objectives?
A) Consumer
B) Service provider
C) Customer
D) Organization - answerD
Which describes the nature of the guiding principles?
A) A guiding principle is mandatory and must be used when adopting a new service
within the organization
B) A guiding principle is specific and only applies to one initiative within the organization
C) An organization must implement the guiding principles exactly as defined by the ITIL
4 Foundation manual
D) A guiding principle is a recommendation used as guidance in all circumstances -
answerD
Which guiding principle is most affected by the customer experience (CX)?
A) Progress iteratively with feedback
B) Focus on value
C) Think and work holistically
D) Start where you are - answerB
Dion Training Solutions wants to build a new service to automatically fulfill exam
voucher orders for students. Currently, exam vouchers are fulfilled manually by a staff
member once the order is received from the student by copying and pasting the voucher
number from a spreadsheet into an email template and sending out the email to the
students. Before attempting to automate this fulfillment process, the team lead takes an
inventory of the current services, processes, and procedures that are being used by the
, voucher fulfillment team to see if they might be able to be reused. What guiding
principle best describes this scenario?
A) Focus on value
B) Collaborate and promote visibility
C) Start where you are
D) Keep it simple and practical - answerC
Dion Training Solutions has decided to create an online course for the ITIL 4
Foundation exam. The company developed their curriculum and then invited 50
students to participate in live training to determine if the training was effective. During
the training, some students didn't understand the concept of the service value chain, so
the instructor rewrote that portion of the curriculum. Which guiding principle is being
demonstrated by this approach to curriculum development?
A) Focus on value
B) Collaborate and promote visibility
C) Optimize and automate
D) Progress iteratively with feedback - answerD
You are working to design a new service for internal use across your organization. As
part of your design efforts, you form a small team with relevant stakeholders from the
human resources, information technology, sales, and other relevant departments to
ensure the service adequately meets each department's needs and hope this results in
great acceptance of the service when delivered. Which guiding principle best describes
this scenario?
A) Focus on value
B) Collaborate and promote visibility
C) Start where you are
D) Keep it simple and practical - answerB
John is currently working to create a new service that would allow a customer to
purchase a digital product online and have it delivered to the user's inbox. John is
responsible for the payment portion of this service, but Sally is responsible for the digital
product fulfillment portion of the service. Which of the following should John do in order
to follow the principle of 'think and work holistically'?
A) John should optimize his code to ensure it runs efficiently
B) John should meet with Sally to determine how the digital product fulfillment will occur
C) John should wait until Sally's portion is complete before beginning his to ensure they
work together properly
D) John should tell Sally to wait until his portion is done before starting hers to ensure
compatibility - answerB
Which of these are a key focus of the 'organization and people' dimension?
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