Which two needs should change enablement balance

B. Think and work holistically

D. Collaborate and promote visibility

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

A. Service configuration management

C. Service request management

D. Service level management

A. To ensure that spending is properly accounted for

B. To ensure that information security requirements are met

C. To streamline the fulfilment workflow

D. To set user expectations for fulfilment times

A. Less low level work and a greater ability to focus on user experience

B. Increased phone contact and a reduced ability to focus on user experience

C. Ability to work from multiple locations, geographically dispersed

D. Ability to work from a single centralised location

A. To help plan, authorize and schedule emergency changes

B. To publish a list of service requests that users can select

C. To ensure that a single change authority reviews every change

D. To help plan changes, assist in communication and avoid conflicts

A. Service level agreements

B. Inputs, outputs and triggers

C. Opportunity, demand and value

A. A service that is fit for use

B. A service that meets its service level targets

C. A service that increases constraints on the consumer

D. A service that supports the performance of the consumer

A. Incident management and service request management

B. Service request management and deployment management

C. Deployment management and change enablement

D. Change enablement and incident management

A. Conduct a review of existing service management practices and decide what to keep and what to discard

B. Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner

C. Review service management practices and remove any unnecessary complexity

D. Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative Correct

A. Assessing and prioritizing improvement opportunities

B. Performing service reviews with customers

C. Providing good-quality updates when expected

D. Automating service requests to the greatest degree possible

A. An unplanned interruption to a service, or reduction in the quality of a service

B. A cause, or potential cause, of one or more incidents

C. A problem that has been analysed and has not been resolved

D. Any change of state that has significance for the management of a service or other configuration item (CI)

A. The level of integration and formality involved in the relationships between organizations

B. The activities, workflows, controls and procedures needed to achieve the agreed objectives

C. The information created, managed and used in the course of service provision and consumption

D. The required skills and competencies of teams and individual members of the organization

A. Activities performed by an organization to provide products and services to their consumers

B. A description of services based on products, which meet the needs of a target consumer group

C. A means of enabling value co-creation by facilitating outcomes that customers want to achieve

D. A set of specialized organizational capabilities for enabling value for customers in the form of services

1. In every initiative 2. In relationships with all stakeholders 3. Only in specific initiatives where the principle is relevant 4. Only in specific stakeholder relationships where the principle is relevant

A. Collaborate and promote visibility

D. Keep it simple and practical

A. Change enablement and continual improvement

B. Change enablement and problem management

C. Problem management and incident management

D. Incident management and continual improvement

A. Standard changes are those that need to be scheduled, assessed and authorized following a standard process

B. Normal changes are triggered by the creation of a change request which can be created manually or automated

C. Assessment and authorization of normal changes should be expedited to ensure they can be implemented quickly

D. There should be a separate change authority for standard changes which includes senior managers who understand the risks involved

A. Meeting stakeholder expectations for time to market

B. Understanding the organization's service vision

C. Understanding stakeholder needs

D. Providing services to agreed specifications

A. Service provision, service consumption, service relationship management

B. Governance, service value chain, practices

C. Outcomes, utility, warranty

D. Customer value, stakeholder value, organization

A. Make new and changed services available for use

B. Ensure that risks have been properly assessed

C. Record and report selected changes of state

D. Plan and manage the full lifecycle of all IT assets

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

A. To protect the organization's information

B. To handle user-initiated service requests

C. To make new and changed services available for use

D. To move hardware and software to live environments

A. Restricting information about the improvement to essential stakeholders only

B. Increasing collaboration and visibility for the improvement

C. Involving customers after all planning has been completed

D. Engaging every stakeholder group in the same way, with the same communication

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 meets customer expectations

A. It should always be used to support direct observation

B. It should always be used instead of direct observation

C. Measured data is always more accurate than direct observation

D. The act of measuring always positively impacts results

A. The planned removal of an item that might affect a service

B. A result enabled by one or more outputs

C. A possible future event that could cause harm

D. A service interruption resolved by the use of self-help tools

A. Organizations and people

B. Information and technology

C. Partners and suppliers

D. Value streams and processes

A. To support the 'incident management' practice and improvement planning

B. To manage emergency changes

C. To plan changes and help avoid conflicts

D. To manage standard changes

A. A set of interconnected activities that help an organization deliver a valuable service

B. A description of one or more services that help address the needs of a target consumer group

C. A set of specialized organizational capabilities for enabling value for customers

D. Recommendations that help an organization when adopting a service management approach

B. Collaborate and promote visibility

D. Think and work holistically

ITIL4 - Foundation Sample Exam Set (2)

The score in sample mocks need to be around 80% and more to be sure that you are passing the real exams. For more questions and resources proceed to register in QPunch