ITIL 4 Foundation: ITIL SVS (Part 3)

Which of the following steps is NOT present in the seven-step model?

• Did we get there?

• What should be done?

• How do we get there?

• Take action.

Answer explanation

“What should be done?” is not present in the seven-step model.

Which of the following is Step 4 in the ITIL continual improvement model?

• Where are we now?

• How do we get there?

• Where do we want to be?

• What is the vision?

Which of the following practices is a feature under technical management practices.

• Infrastructure and platform management

• Project management

• Information security management

• IT asset management

Which of the following figures into the general management practices?

• Incident management

• Portfolio management

• Business analysis

• Service continuity management

Answer explanation

Incident management, business analysis, and service continuity management figure into the service management practices.

Which of the following practices is NOT one of the general management practices?

• Workforce and talent management

• Measurement and reporting

• Organizational change management

• Availability management

Answer explanation

Availability management is the part of service management practices.

Identify the missing word in the following sentence.

______________ allows the organization’s capabilities to be compared with its strategy to identify gaps.

• Business architecture

• Information systems architecture

• Service architecture

• Technology architecture

What is the uncertainty of an outcome called?

• A risk

• A hazard

• A change

• An opportunity

Answer explanation

For risk management to be effective, you need to identify any uncertainties that would affect the achievement of objectives within the context of a particular organizational activity.

These uncertainties must be considered and then described to ensure that there is common understanding.

Which of the following accurately describes the strategy management practice?

• The practice of formulating the goals of an organization and adopting the courses of action and allocation of resources necessary for achieving those goals

• The practice of ensuring that an organization’s suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services

• The practice of providing an understanding of all the different elements that make up an organization and how those elements relate to one another

• The practice of analyzing a business or some element of a business, defining its needs and recommending solutions to address these needs and/or solve a business problem, and creating value for stakeholders.

Answer explanation

The strategy management practice is to formulate the goals of the organization and adopt the courses of action and allocation of the resources necessary for achieving those goals.

Strategy management establishes the organization’s direction, focuses effort, defines or clarifies the organization’s priorities, and provides consistency or guidance in response to the environment.

Which of the following are the process activities included in supplier management?

2. 1. Supplier and contract management

3. 2. Warranty management

4. 3. Performance management

5. 4. Contract renewal and/or termination

• 1, 2, 3

• 2, 3, 4

• 1, 3

• All of the above

Answer explanation

Supplier management process activities include the following:

• Supplier planning

• Evaluating suppliers and contracts

• Supplier and contract negotiation

• Supplier categorization

• Supplier and contract management

• Warranty management

• Performance management

• Contract renewal and/or termination

Which of the following statements is NOT part of the supplier management activities?

• Creating a single point of visibility and control to ensure consistency

• Maintaining a supplier strategy and policy as well as contract management information

• Negotiating and agreeing on contracts and arrangements

• Evaluating and prioritizing product, service, project, and change proposals

Answer explanation

Evaluating and prioritizing product, service, project, and change proposals is part of the portfolio management activities.