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Free ITIL® ITIL-Foundation Exam Questions (page: 8)

Page 8 of 46
PDF with 356 Questions

Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value to the organization or its customers.
Which guiding principle recommends that the unnecessary work should be eliminated?

  1. Keep it simple and practical
  2. Think and work holistically
  3. Start where you are
  4. Progress iteratively with feedback

Answer(s): A



Which of the four dimensions includes the knowledge bases needed to deliver and manage services?

  1. Organizations and people
  2. Information and technology
  3. Partners and suppliers
  4. Value streams and processes

Answer(s): B



Identify the missing word in the following sentence:
A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect on services.

  1. problem
  2. risk
  3. change
  4. configuration item

Answer(s): C



Which costs are included in the value proposition of a service?

  1. Additional expense that the service consumer has because they are using the service
  2. Money that the service consumer no longer needs to spend because they are using the service
  3. Tangible or intangible results for the service consumer because they are using the service
  4. The benefits, usefulness, and importance of the service that are perceived by the service consumer

Answer(s): B



Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?

  1. Service providers are able to respond more quickly to customer needs
  2. Bottlenecks in the service provider's workflow are identified
  3. The complexities of the service provider's IT systems are identified
  4. The service provider gains a better understanding of the customer experience

Answer(s): A



Which practice is MOST associated with the use of empathy to understand users?

  1. Service desk
  2. Continual improvement
  3. Service level management
  4. Change enablement

Answer(s): A



Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?

  1. A normal change
  2. An emergency change
  3. A standard change
  4. A change model

Answer(s): C



Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?

  1. Service level management
  2. Relationship management
  3. Service desk
  4. Monitoring and event management

Answer(s): C



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