ITIL 4 Foundation Exam Preparation

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.

• Output

• Product

• Service

• Outcome

What is the purpose of the 'information security management' practice?

• Protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information

• Ensuring that services achieve agreed and expected performance levels, satisfying current and future demand in a cost-effective way

• Ensuring that services deliver agreed levels of availability or that change can be assessed

• Systematically observing services and service components and recording and reporting selected changes of state identified as events

What is the purpose of the 'monitoring and event management' practice?

• Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner

• Systematically observing services and service components and recording and reporting selected changes of state identified as events

• Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible

• Ensuring that all an organization's projects are successfully delivered

What is the purpose of the 'incident management' practice?

• Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner

• Ensuring that services deliver agreed levels of availability or that change can be assessed

• Ensuring that all an organization's projects are successfully delivered

• Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible

COE 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?

• An outcome

• Value

• A service offering

• An output

Which describes outputs?

• Tangible or intangible deliverables

• Functionality offered by a product or service

• Results for a stakeholder

• Configuration of an organization's resources

Which guiding principle is most affected by the customer experience (CX)?

• Progress iteratively with feedback

• Focus on value

• Think and work holistically

• Start where you are

Which describes the nature of the guiding principles?

• A guiding principle is mandatory and must be used when adopting a new service within the organization

• A guiding principle is specific and only applies to one initiative within the organization

• An organization must implement the guiding principles exactly as defined by the ITIL 4 Foundation manual

• A guiding principle is a recommendation used as guidance in all circumstances

CEO Solutions has decided to create an online course for the ITIL 4 Foundation exam. The company developed their curriculum and then invited 50 students to participate in live training to determine if the training was effective. During the training, some students didn't understand the concept of the service value chain, so the instructor rewrote that portion of the curriculum. Which guiding principle is being demonstrated by this approach to curriculum development?

• Focus on value

• Collaborate and promote visibility

• Optimize and automate

• Progress iteratively with feedback

When working within the 'what is the vision' step of the continual improvement model, what must you ensure to occur?

• The high-level direction of the initiative has been understood

• The detailed steps of how to achieve your objectives

• What metrics you will use to measure success

• The current processes being used