ITIL® 4 Foundation (Practice Exam #4)
Identify the missing word(s) in the following sentence. Service management
✅
is a set of specialized organizational [?] for enabling value for customers in
the form of services.- Capabilities
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What is the definition of a configuration item?- Any component that needs
to be managed in order to deliver an IT service
Identify the missing word(s) in the following sentence. An incident is a(n) [?]
✅
interruption to a service or reduction in the quality of a
service.- Unplanned
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What is the purpose of the 'change enablement' practice?- 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.
✅
What is the purpose of the 'deployment management' practice?- Moving
new or changed hardware, software, documentation, processes, or any
other service component to live environments.
✅
What is the purpose of the 'service level management' practice?- Setting
clear business-based targets for service performance so that the delivery of
a service can be properly assessed, monitored, and managed against
these targets.
✅
What is defined as the practice of planning and managing the full lifecycle
of all IT assets?- IT asset management
Identify the missing word in the following sentence. [?] management is the
✅
practice of minimizing the negative impact of incidents by restoring normal
service operation as quickly as possible.- Incident
, Dion Training has just hired three new staff members. The IT department at
Dion Training has created new accounts for the new staff members on the
domain controller and allocated 10 GB of storage on the company's internal
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file server per staff member. What term best describes these activities
performed by the IT department?- Service provision
Fill in the blank. [?] may simultaneously be removed from a service
consumer and imposed on a service consumer. For example, outsourcing a
service to a service provider may remove the need for the consumer to
have their own IT infrastructure, but it may require them to install a faster
✅
Internet connection to reach the service provider's servers
instead.- Costs
Your organization has recently installed a brand new accounting program.
The program has many functions including one that creates a report that
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shows the 'Profit and Loss (P&L)' metrics for the month. What term best
describes the P&L report that is produced each month?- Output
Your organization is currently designing a new service for implementation.
The team designing the service has decided to focus on value during the
✅
design efforts. What best describes 'focus on value' in this
context?- Guiding principle
Which guiding principle may best be served by understanding the cost and
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financial consequences that a service consumer might face when choosing
to use a service?- Focus on value
Which guiding principle states that there is likely something in the current
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services, processes, programs, projects, or organization that can be used
to create the desired outcome for a new or redesigned service?- Start
where you are
A company is planning to launch a new service and expects it will take
them a full year to develop, test, and release the service. The project board
for the project (the new service) has decided that instead of using a
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