ITIL 4 Foundation Practice (4)

29. What is an output?

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

• 0. A possible event that could cause harm or loss

• 0. A result for a stakeholder

• 0. Something created by carrying out an activity

Answer explanation

An output is "A tangible or intangible deliverable of an activity"

37. Which guiding principle recommends assessing the current state and deciding what can be reused?

• 0. Focus on value

• 0. Start where you are

• 0. Collaborate and promote visibility

• 0. Progress iteratively with feedback

Answer explanation

The guiding principle 'start where you are' advises "Having a proper understanding of the current state of services and methods is important to selecting which elements to re-use, alter, or build upon.

37. Which is the BEST example of an emergency change?

• 0. The implementation of a planned new release of a software application

• 0. A low-risk computer upgrade implemented as a service request

• 0. The implementation of a security patch to a critical software application

• 0. A scheduled major hardware and software implementation

Answer explanation

Emergency changes are "Changes that must be implemented as soon as possible; for example, to resolve an incident or implement a security patch.

37. Which practice provides visibility of the organization's services by capturing and reporting on service performance?

• 0. Service desk

• 0. Service level management

• 0. Service request management

• 0. Service configuration management

Answer explanation

Service level management provides the end-to-end visibility of the organization’s services. To achieve this, service level management:... captures and reports on service issues, including performance against defined service levels.

37. Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?

• 0. Keep it simple and practical

• 0. Optimize and automate

• 0. Progress iteratively with feedback

• 0. Focus on value

Answer explanation

This section is mostly focused on the creation of value for service consumers... This value may come in various forms, such as revenue, customer loyalty, lower cost, or growth opportunities.

33. Which value chain activity communicates the current status of all four dimensions of service management?

• Improve

• Engage

• Obtain/build

• Plan

Answer explanation

The purpose of the plan value chain activity is to ensure a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across the organization.

33. Why should service desk staff detect recurring issues?

• 0. To help identify problems

• 0. To escalate incidents to the correct support team

• 0. To ensure effective handling of service requests

• 0. To engage the correct change authority

Answer explanation

Problem identification activities identify and log problems.

These include:... detection of duplicate and recurring issues by users, service desk, and technical support staff.

33. Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?

• 0. Relationship management

• 0. IT asset management

• 0. Release management

• 0. Service desk

Answer explanation

The purpose of the IT asset management practice is to plan and manage the full lifecycle of all IT assets, to help the organization: maximize value, control costs, manage risks.

33. Why should incidents be prioritized?

• 0. To help automated matching of incidents to problems or known errors

• 0. To identify which support team the incident should be escalated to

• 0. To ensure that incidents with the highest business impact are resolved first

• 0. To encourage a high level of collaboration within and between teams

29. What is the reason for using a balanced bundle of service metrics?

• 0. It reduces the number of metrics that need to be collected

• 0. It reports each service element separately

• 0. It provides an outcome-based view of services

• 0. It facilitates the automatic collection of metrics

Answer explanation

They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics.