ITILFND_V4: ITIL 4 Foundation - Free download from ExamHUB

Which is a result of applying the guiding principle 'progress iteratively with feedback'?

The ability to discover and respond to failure earlier
Standardization of practices and services
Understanding the customer's perception of value
Understanding the current state and identifying what can be reused

Correct answer: A

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

Information security management
Continual improvement
Monitoring and event management
Service level management

Correct answer: A

Which will help solve incidents more quickly?

Target resolution times
Escalating all incidents to support teams
Collaboration between teams
Detailed procedural steps for incident investigation

Correct answer: D

When is the earliest that a workaround can be documented in 'problem management'?

After the problem has been logged
After the problem has been prioritized
After the problem has been analysed
After the problem has been resolved

Correct answer: C

Explanation:

Problems are the causes of incidents. They require investigation and analysis to identify the causes, develop workarounds, and recommend longer-term resolution. This reduces the number and impact of future incidents.

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

Restoration of normal service operation as quickly as possible
Prioritization of problems based on the risk that they pose
Authorization of changes to resolve the cause of problems
Resolution of incidents in a time that meets customer expectations

Correct answer: B

What can be used to determine if a service is 'fit for purpose'?

Availability
Warranty
Outcome
Utility

Correct answer: D

Explanation:

The functionality offered by a product or service to meet a particular need. Utility can be summarized as 'what the service does' and can be used to determine whether a service is 'fit for purpose'. To have utility, a service must either support the performance of the consumer or remove constraints from the consumer. Many services do both.

In service relationships, what is a benefit of identifying consumer roles?

It enables effective stakeholder management
It provides shared service expectations
It removes constraints from the customer
It enables a common definition of value

Correct answer: D

Which statement about managing incidents is CORRECT?

Low impact incidents should be resolved efficiently, making logging unnecessary
The 'incident management' practice should use a single process regardless of the impact of the incident
Low impact incidents should be resolved efficiently so the resource required is reduced
Incidents with the lowest impact should be resolved first

Correct answer: C

Explanation:

Organizations should design their incident management practice to provide appropriate management and resource allocation to different types of incident. Incidents with a low impact must be managed efficiently to ensure that they do not consume too many resources. Incidents with a larger impact may require more resources and more complex management. There are usually separate processes for managing major incidents, and for managing information security incidents.

Which statement about the service value chain is CORRECT?

The service value chain converts value into demand
Each value chain activity uses different combinations of practices to convert inputs into outputs
Each value chain activity identifies a requirement for resources from an external supplier
The service value chain uses value streams to describe a combination of consumers and providers

Correct answer: B

What term is used to describe whether a service will meet availability, capacity and security

requirements?

Outcomes
Value
Utility
Warranty

Correct answer: D

Explanation:

warranty Assurance that a product or service will meet agreed requirements. Warranty can be summarized as ‘how the service performs’ and can be used to determine whether a service is ‘fit for use’. Warranty often relates to service levels aligned with the needs of service consumers. This may be based on a formal agreement, or it may be a marketing message or brand image. Warranty typically addresses such areas as the availability of the service, its capacity, levels of security, and continuity. A service may be said to provide acceptable assurance, or ‘warranty’, if all defined and agreed conditions are met.

warranty

Assurance that a product or service will meet agreed requirements.

Warranty can be summarized as ‘how the service performs’ and can be used to determine whether a service is ‘fit for use’. Warranty often relates to service levels aligned with the needs of service consumers.

This may be based on a formal agreement, or it may be a marketing message or brand image. Warranty typically addresses such areas as the availability of the service, its capacity, levels of security, and continuity. A service may be said to provide acceptable assurance, or ‘warranty’, if all defined and agreed conditions are met.