ITIL 4 FOUNDATION - HARD

What refers to the use of technology to perform a step or series of steps correctly and consistently with limited or no human involvement?

• Automation

• Optimization

• Value

• Utility

Which activity contribute to "Where do we want to be?" step of Continual Improvement Model?

• Perform baseline assestment

• Define measurable targets

• Define improvement Plan

• Define vision, mission and objectives

Your organization is preparing to launch a new service. Your manager is concerned that there is a possibility that something bad might happen which could cause the service to fail and the desired outcome won't be achieved. What term best describes your manager's concerns?

• Outputs

• Risks

• Costs

• Utility

Which of these are NOT a key focus of the ‘partners and suppliers’ dimension?

• Workflow management and inventory systems

• Roles and responsibilities

• Contracts and agreements

• Security and compliance

Which activity contribute to "Take action" step of Continual Improvement Model?

• Define mission, vision and objectives

• Evaluate metrics and KPI

• Define improvement plan

• Execute improvement plan

What should be included in every service level agreement?

• Detailed metrics to capture availability of the system

• Metrics for system response time

• Clearly defined service outcomes

• Number of emails sent per hour

Which activity contribute to "Where are we now?" step of Continual Improvement Model?

• Define improvement plan

• Perform baseline assestments

• Define measurable targets

• Execute improvement plan

The percentages of successful vs failed Changes is an example of what?

• A Practice Success Factor

• A Key Performance Indicator

• A Performance Goal

• A Critical Success Factor

Which activity contribute to "Did we get there?" step of Continual Improvement Model?

• Define improvement plan

• Execute improvement plan

• Evaluate metrics and KPI

• Define measurable targets

What is the MOST important for Continual Improvement Register (CIR)?

• Improvement ideas from many sources are kept in single CIR

• Improvement ideas that are not being action immediately removed from CIR

• Improvement ideas are documented, assessed & prioritize

• Improvement ideas are tested, funded and agreed