ITIL 4 Foundation Practice (2)

9. Which practice may involve the initiation of disaster recovery?

• 0. Incident management

• 0. Service request management

• 0. Service level management

• 0. IT asset management

Answer explanation

0. Incident management = In some extreme cases, disaster recovery plans may be invoked to resolve an incident.
   

0. Service request management = Service requests are a normal part of service delivery and are not a failure or degradation of service, which are handled as incidents.

0. Service level management = The purpose of the service level management practice is to set clear business-based targets for service levels, and to ensure that delivery of services is properly assessed, monitored, and managed against these targets.
   

2. IT asset management = The purpose of the IT asset management practice is to plan and manage the full lifecycle of all IT assets.

17. Which statement about the 'service desk' practice is CORRECT?

• 0. It provides a link with stakeholders at strategic and tactical levels

• 0. It carries out change assessment and authorization

• 0. It investigates the cause of incidents

• 0. It needs a practical understanding of the business processes

Answer explanation

Another key aspect of a good service desk is its practical understanding of the wider organization, the business processes, and the users.

17. What does the 'service request management' practice depend on for maximum efficiency?

• 0. Compliments and complaints

• 0. Self-service tools

• 0. Processes and procedures

• 0. Incident management

Answer explanation

Service request management is dependent upon well-designed processes and procedures, which are operationalized through tracking and automation tools to maximize the efficiency of the practice."

17. Which statement about known errors and problems is CORRECT?

• 1. Known error is the status assigned to a problem after it has been analyzed

• 1. A known error is the cause of one or more problems

• 1. Known errors cause vulnerabilities, problems cause incidents

• 1. Known errors are managed by technical staff, problems are managed by service management

     staff

Answer explanation

Known errors "are problems where initial analysis has been completed; it usually means that faulty components have been identified... the problem remains in the known error status, and the documented workaround is applied".

17. Identify the missing word in the following sentence.

18. 
    A known error is a problem that has been [?] and has not been resolved.

• 0. logged

• 0. analyzed

• 0. escalated

• 0. closed

Answer explanation

A known error is ”A problem that has been analyzed but has not been resolved"

13. Which dimension of service management considers governance, management, and communication?

• 0. Organizations and people

• 0. Information and technology

• 0. Partners and suppliers

• 0. Value streams and processes

Answer explanation

It is important to ensure that the way an organization is structured and managed, as well as its roles, responsibilities, and systems of authority and communication, is well defined and supports its overall strategy and operating model.

13. Which statement about change authorization is CORRECT?

• 1. A change authority should be assigned to each type of change and change model

• 1. Centralizing change authorization to a single person is the most effective means of

     authorization

• 1. The authorization of normal changes should be expedited to ensure they can be implemented

     quickly

• 1. Standard changes are high risk and should be authorized by the highest level of change

     authority

Answer explanation

It is essential that the correct change authority is assigned to each type of change to ensure that change enablement is both efficient and effective.

13. What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve?

• 0. A service

• 0. An output

• 0. A practice

• 0. Continual improvement

Answer explanation

A service is "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."

13. Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?

• 0. Focus on value

• 0. Collaborate and promote visibility

• 0. Think and work holistically

• 0. Keep it simple and practical

Answer explanation

‘Collaborate and promote’ visibility states "Insufficient visibility of work leads to poor decision-making, which in turn impacts the organization’s ability to improve internal capabilities.

It will then become difficult to drive improvements as it will not be clear which ones are likely to have the greatest positive impact on results.

To avoid this, the organization needs to perform such critical analysis activities as: understanding the flow of work in progress; identifying bottlenecks, as well as excess capacity; and uncovering waste".

9. What type of change is MOST likely to be managed by the 'service request management' practice?

• 0. A normal change

• 0. An emergency change

• 0. A standard change

• 0. An application change

Answer explanation

0. Normal change = These are changes that need to be scheduled, assessed, and authorized.
   

2. Emergency change = As far as possible, emergency changes should be subject to the same testing, assessment, and authorization as normal changes.

0. Standard change = These are low-risk, pre-authorized changes that are well understood and fully documented, and can be implemented without needing additional authorization. They are often initiated as service requests
   

1. 
   Application change = The scope of change enablement is defined by each organization. It will typically include all IT infrastructure, applications, documentation, processes. Some application changes may be managed as standard changes, but others will be normal or emergency changes and will be supported by the 'change enablement' practice.