1. ITIL® 4 Foundation: Conclusion (EN)

ITIL® 4 Foundation: Sample Exam 1 von Dion Training

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Über den Vortrag

Der Vortrag „ITIL® 4 Foundation: Sample Exam 1“ von Dion Training ist Bestandteil des Kurses „ITIL® 4 Foundation: Conclusion (EN)“.

Quiz zum Vortrag

  1. Deployment management
  2. Change control
  3. Release management
  4. IT asset management
  1. Service desk
  2. Incident management
  3. Change control
  4. Service level management
  1. Service level management
  2. Continual improvement
  3. Service desk
  4. Problem management
  1. To plan changes and help avoid conflicts
  2. To support 'incident management' and improvement planning
  3. To manage emergency changes
  4. To manage standard changes
  1. Value streams and processes
  2. Organizations and people
  3. Information and technology
  4. Partners and suppliers
  1. It helps direct the incident to the correct support area
  2. It determines the priority assigned to the incident
  3. It ensures that incidents are resolved in timescales agreed with the customer
  4. It determines how the service provider is perceived
  1. outcomes
  2. the warranty
  3. the utility
  4. outputs
  1. There should at least be a small team dedicated to leading ‘continual improvement’ efforts
  2. All improvements should be managed as multi-phase projects
  3. ‘Continual improvement' should be isolated from other practices
  4. External suppliers should be excluded from improvement initiatives
  1. It may provide automated matching of incidents to problems or known errors
  2. It may ensure that the cause of incidents is identified within agreed times
  3. It may ensure that supplier contracts are aligned with the needs of the service provider
  4. It may provide automated resolution and closure of complex incidents
  1. The user, or their authorized representative
  2. The customer, or their authorized representative
  3. The sponsor, or their authorized representative
  4. The supplier, or their authorized representative
  1. Service desk
  2. Incident management
  3. Change control
  4. Service request management
  1. Think and work holistically
  2. Progress iteratively with feedback
  3. Focus on value
  4. Keep it simple and practical
  1. A request from a user for something which is a normal part of service delivery
  2. A request to authorize a change that could have an effect on a service
  3. A request to restore service after a service interruption
  4. A request to investigate the cause of multiple related incidents
  1. Continual improvement
  2. Service level management
  3. Change control
  4. Problem management
  1. protect
  2. store
  3. provide
  4. audit
  1. Start where you are
  2. Focus on value
  3. Keep it simple and practical
  4. Progress iteratively with feedback
  1. Detailed procedures for the diagnosis of incidents
  2. Scripts for collecting initial information about incidents
  3. Formalized procedures for logging incidents
  4. The use of specialized knowledge for complicated incidents
  1. Guiding principles can guide an organization in all circumstances
  2. Each guiding principle mandates specific actions and decisions
  3. An organization will select and adopt only one of the seven guiding principles
  4. Guiding principles describe the processes that all organizations must adopt
  1. A change authority should be assigned for each type of change and change model
  2. A single change authority should be assigned to authorize all types of change and change models
  3. Normal changes are pre-authorized and do not need a change authority
  4. Emergency changes can be implemented without authorization from a change authority
  1. Release management
  2. Change control
  3. Service request management
  4. Deployment management
  1. Plan
  2. Improve
  3. Deliver and support
  4. Obtain/build
  1. Each value chain activity contributes to the value chain by transforming specific inputs into outputs
  2. Every practice belongs to a specific value chain activity
  3. A specific combination of value chain activities and practices forms a service relationship
  4. Service value chain activities form a single workflow that enables value creation
  1. To ensure that the organization‘s suppliers and their performance are managed appropriately to support the seamless provision of quality products and services
  2. To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services
  3. To ensure that the organization’s suppliers and their performance are managed appropriately at strategic and tactical levels through coordinated marketing, selling, and delivery activities
  4. To ensure that accurate and reliable information about the configuration of suppliers' services is available when and where it is needed
  1. The costs removed by the service, and the costs imposed by the service
  2. The price of the service, and the cost of creating the service
  3. The cost of provisioning the service, and the cost of improving the service
  4. The cost of software, and the cost of hardware
  1. To capture demand for incident resolution and service requests
  2. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
  3. To maximize the number of successful IT changes by ensuring risks are properly assessed
  4. To set clear business-based targets for service performance
  1. Select a few key methods for the types of improvement that the organization handles
  2. Use a new method for each improvement the organization handles
  3. Build the capability to use as many improvement methods as possible
  4. Select a single method for all improvements that the organization handles
  1. The service value system
  2. The seven guiding principles
  3. The four dimensions of service management
  4. The service value chain
  1. Service desks should understand the wider organization
  2. Service desks should avoid the use of automation
  3. Service desks should be highly technical
  4. Service desks should be a physical team in a single fixed location
  1. Progress iteratively with feedback
  2. Focus on value
  3. Start where you are
  4. Collaborate and promote visibility
  1. A change that is well understood, fully documented and pre-authorized
  2. A change that needs to be assessed, authorized, and scheduled by a change authority
  3. A change that doesn’t need a risk assessment because it is required to resolve an incident
  4. A change that is assessed, authorized, and scheduled as part of ‘continual improvement’
  1. The problem remains in the known error status
  2. A change request is submitted to change control
  3. Problem management restores the service as soon as possible
  4. The problem record is deleted
  1. To add, modify or remove anything that could have a direct or indirect effect on services
  2. To ensure that accurate and reliable information about the configuration of services is available
  3. To make new and changed services and features available for use
  4. To move new or changed hardware, software, or any other component to live environments
  1. Any change of state that has significance for the management of a service or other configuration item
  2. Any component that needs to be managed in order to deliver an IT service
  3. An unplanned interruption to a service or reduction in the quality of a service
  4. Any financially valuable component that can contribute to the delivery of an IT product or service
  1. Results desired by a stakeholder
  2. Tangible or intangible deliverables
  3. Functionality offered by a product or service
  4. Configuration of an organization’s resources
  1. Roles and responsibilities
  2. Security and compliance
  3. Communication systems and knowledge bases
  4. Workflow management and inventory systems
  1. 1 and 4
  2. 1 and 2
  3. 2 and 3
  4. 3 and 4
  1. Understand how each element contributes to value creation
  2. Try to create a solution for every exception
  3. Ignore the conflicting objectives of different stakeholders
  4. Start with a complex solution, then simplify
  1. Determine who the service consumer is in each situation
  2. Identify the outcomes that the service facilitates
  3. Identify all suppliers and partners involved in the service
  4. Determine the cost of providing the service
  1. A service offering
  2. Value
  3. An outcome
  4. Warranty
  1. The assurance that a product or service will meet agreed requirements
  2. A tangible or intangible deliverable that is produced by carrying out an activity
  3. A possible event that could cause harm or loss, or make it more difficult to achieve objectives
  4. The functionality offered by a product or service to meet a particular need

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Dozent des Vortrages ITIL® 4 Foundation: Sample Exam 1

Dion Training

Dion Training

Jason Dion (DionTraining.com) is a professor and instructor with multiple information technology professional certifications, including Certified Information Systems Security Professional (CISSP), Certified Ethical Hacker (CEH), Certified Network Defense Architect (CNDA), Digital Forensic Examiner (DFE), Digital Media Collector (DMC), CySA+, Security+, Network+, A+, PRINCE2 Practitioner, and ITIL. With decades of project management and networking experience, Jason Dion has been a network engineer, Deputy Director of a Network Operations Center, and an Information Systems Officer for large organizations around the globe.

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