ITIL 4 Foundation Practice (3)

21. Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?

• 0. Service configuration management

• 0. Service desk

• 0. IT asset management

• 0. Monitoring and event management

Answer explanation

The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed.

This includes information on how CIs are configured and the relationships between them

29. Which is intended to help an organization adopt and adapt ITIL guidance?

• 0. The four dimensions of service management

• 0. The guiding principles

• 0. The service value chain

• 0. Practices

Answer explanation

he guiding principles can "guide organizations in their work as they adopt a service management approach and adapt ITIL guidance to their own specific needs and circumstances."

29. What is the purpose of the 'relationship management' practice?

• 1. To align the organization's practices and services with changing business needs

• 1. To establish and nurture the links between the organization and its stakeholders at strategic

     and tactical levels

• 1. To reduce the likelihood and impact of incidents by identifying actual and potential causes of

     incidents, and managing workarounds and known errors

• 1. To minimize the negative impact of incidents by restoring normal service operation as quickly

     as possible

Answer explanation

The purpose of the relationship management practice is to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.

It includes the identification, analysis, monitoring, and continual improvement of relationships with and between stakeholders.

25. What is a problem?

• 0. An addition or modification that could have an effect on services

• 0. Any change of state that has significance for the management of a configuration item

• 0. A cause or potential cause of one or more incidents

• 0. An unplanned reduction in the quality of a service

25. What considerations influence the supplier strategy of an organization?

• 0. Contracts and agreements

• 0. Type of cooperation with suppliers

• 0. Corporate culture of the organization

• 0. Level of formality

Answer explanation

Some organizations have a historical preference for one approach over another.

Long-standing cultural bias is difficult to change without compelling reasons.

25. How should an organization include third-party suppliers in the continual improvement of services?

• 1. Ensure suppliers include details of their approach to service improvement in contracts

• 1. Require evidence that the supplier uses agile development methods

• 1. Require evidence that the supplier implements all improvements using project management

     practices

• 1. Ensure that all supplier problem management activities result in improvements

Answer explanation

When contracting for a supplier’s service, the contract should include details of how they will measure, report on, and improve their services over the life of the contract.

25. What should be done for every problem?

• 0. It should be diagnosed to identify possible solutions

• 0. It should be prioritized based on its potential impact and probability

• 0. It should be resolved so that it can be closed

• 0. It should have a workaround to reduce the impact

Answer explanation

Problems are prioritized for analysis based on the risk that they pose, and are managed as risks based on their potential impact and probability

21. Which guiding principle describes the importance of doing something, instead of spending a long time analyzing different options?

• 0. Optimize and automate

• 0. Start where you are

• 0. Focus on value

• 0. Progress iteratively with feedback

Answer explanation

‘Progress iteratively with feedback’ recommends comprehending "the whole, but do something:

Sometimes the greatest enemy to progressing iteratively is the desire to understand and account for everything.

This can lead to what has sometimes been called ‘analysis paralysis’, in which so much time is spent analyzing the situation that nothing ever gets done about it.

21. Identify the missing word in the following sentence.

22. A customer is the role that defines the requirements for a service and takes responsibility for the [?] of service consumption.

• 0. outputs

• 0. outcomes

• 0. costs

• 0. risks

21. Which practice has a purpose that includes restoring normal service operation as quickly as possible?

• 0. Supplier management

• 0. Deployment management

• 0. Problem management

• 0. Incident management

Answer explanation

The purpose of the incident management practice is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible.