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ITIL® 4 Foundation (Practice Exam #1) Questions and Answers
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ITIL® 4 Foundation (Practice Exam #1) Questions and Answers
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ITIL® 4 Foundation (Practice Exam #1)Questions and Answers
What is the definition of a service? - Answer-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.
Identify the missing word(s) in the following sentence. Utility is the [?] offered by a
product or service to meet a particular need. - Answer-functionality
Utility is the functionality offered by a product or service to meet a particular need.
Identify the missing word in the following sentence. [?] is the practice of ensuring that
risks are properly assessed, authorizing changes to proceed, and managing a change
schedule in order to maximize the number of successful IT changes. - Answer-Change
enablement
Change enablement is the practice of ensuring that risks are properly assessed,
authorizing changes to proceed, and managing a change schedule in order to maximize
the number of successful IT changes.
Identify the missing word(s) in the following sentence. An event is any change of state
that has significance for the management of a(n) [?] or other configuration items. -
Answer-Service
An event is any change of state that has significance for the management of a service
or other configuration item.
What is the purpose of the 'information security management' practice? - Answer-
Information security management is the practice of protecting an organization by
understanding and managing risks to the confidentiality, integrity, and availability of
information.
What is the purpose of the 'monitoring and event management' practice? - Answer-
Monitoring and event management is the practice of systematically observing services
and service components and recording and reporting selected changes of state
identified as events.
What is the purpose of the 'incident management' practice? - Answer-Incident
management is the practice of minimizing the negative impact of incidents by restoring
normal service operation as quickly as possible.
, What is defined as the practice of ensuring that accurate and reliable information about
the configuration of services, and the configuration items that support them, is available
when and where needed? - Answer-Service configuration management
is the practice of ensuring that accurate and reliable information about the configuration
of services, and the configuration items that support them, is available when and where
needed.
Identify the missing word in the following sentence. The [?] is the practice of capturing
demand for incident resolution and service requests. - Answer-The service desk
is the practice of capturing demand for incident resolution and service requests.
IT Training has decided to offer two membership levels to their training programs. The
first membership level includes all of their video courses, practice exams, and study
guides for a single monthly fee. This plan does not provide the students with the actual
exam voucher to take the certification exams, though. What term best describes this
membership level which provides several services for a single price? - Answer-service
offering
A service offering is a description of one or more services, designed to address the
needs of a target consumer group (which may include goods, access to resources, and
service actions). In the case of this service offering, Dion Training is providing students
with everything they need to study for the certification exam (videos, practice exams,
and a study guide), but they are not providing the students with the actual exam
voucher to take the exam. The service provider may offer a different package or bundle
that provides the voucher as well.
Which describes outputs? - Answer-An output is a tangible or intangible deliverable of
an activity. For example, a 'Profit and Loss statement' being produced might be an
output of an accounting program.
What term best describes a person or a group of people that has its own functions with
responsibilities, authorities, and relationships to achieve its objectives? - Answer-
organization
An organization is a person or a group of people that has its own functions with
responsibilities, authorities, and relationships to achieve its objectives. An organization
can be an entire company, a department within a company, or even just a small group
of people focused around a singular set of objectives.
Which describes the nature of the guiding principles? - Answer-A guiding principle is
defined as a recommendation that can guide an organization in all circumstances and
will guide organizations when adopting service management. They are not described as
prescriptive or mandatory.
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