ITIL 4 Foundation Test 1

Which describes the functionality offered by a product or service to meet a particular need?

• Outcome

• Value

• Warranty

• Utility

Answer explanation

Utility is defined as the functionality offered by a product or service to meet a particular need. When a service has utility, it is referred to as 'fit for purpose'.

How can you ensure the incidents with the highest business impact are resolved first?

• Implement incident classification

• Use automation

• Utilize self-help tools

• Utilize problem management

Answer explanation

By classifying incidents based on an agreed classification scheme, you can ensure that incidents with the highest business impact are resolved first. The other choices are considered good things to do within your organization, but incident classification directly results in faster resolution for incidents classified as 'high priority'.

Which incidents should be logged?

• Only an incident that cannot be immediately resolved

• Every incident should be logged

• Any incident that occurs more than once

• Only incidents that are not solved using self-help tools

Answer explanation

Every incident should be logged and managed to ensure that it is resolved in a time that meets the expectations of the customer and user.

What is NOT a phase in problem management?

• Problem identification

• Problem classification

• Problem control

• Error control

Answer explanation

Problem management involves three distinct phases: problem identification, problem control, and error control.

If a problem cannot be resolved quickly, you might wish to document and implement a temporary solution to reduce the impact of the problem. What is this known as?

• Incident

• Solution

• Workaround

• Known error

Answer explanation

A workaround is a solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available. Some workarounds reduce the likelihood of incidents.

How does 'service request management' contribute to the 'improve' value chain activity?

• It ensures that users continue to be productive when they need assistance from the service provider

• It collects user-specific requirements, sets expectations, and provides status updates

• It analyzes data to identify opportunities to provide new service request options

• It acquires pre-approved service components to help fulfill service requests

Answer explanation

This is the 'improve' activity. Improve includes the analysis of data to identify opportunities to provide new service request options.

Fill in the blank. Service requests and their fulfillment should be [?] and automated to the greatest degree possible.

• Uniquely handled

• Standardized

• Creatively solved

• Ignored

Answer explanation

Service requests and their fulfillment should be standardized and automated to the greatest degree possible. By using standardization, we can decrease the consumer's wait time for a resolution since every service desk analyst will handle the request the same way. This allows efficiencies of scale to be achieved.

Your smartphone isn't working properly. You call the toll-free number for your service provider's support center. Which practice would you reach that serves as the entry point for all contact between the service provider and its users?

• Problem Management

• Service desk

• Service request management

• Incident management

Answer explanation

The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users.

Which is a recommendation of the ‘service desk’ practice?

• Service desks should never use technologies such as SMS and chat functions

• Service desks should be highly technical functions

• Service desks should have a practical understanding of the business practices across the organization

• Service desks should always use a virtual service desk

Answer explanation

A good service desk should have a practical understanding of the wider organization, the business processes, and the users.

What is a service level agreement used for?

• To measure the performance of services from a customer's point of view

• To measure the performance of the service availability

• To measure the performance of the service capability

• To measure the performance of the service from the service provider's point of view

Answer explanation

Service level agreements are used to measure the performance of services from a customer's point of view. They may measure availability and capability, but only from the customer's point of view.