ITIL® 4 FOUNDATION (PRACTICE
EXAM #5) QUESTIONS & ANSWERS
What is the definition of service management? - Correct Answers -A set of specialized
organizational capabilities for enabling value to customers
Identify the missing word(s) in the following sentence. A user is a person who uses [?]. -
Correct Answers -Services
What is the definition of a change? - Correct Answers -The addition, modification, or
removal of anything that could have a direct or indirect effect on services
What is defined as a cause, or potential cause, of one or more incidents? - Correct
Answers -Problem
What is the purpose of the 'IT asset management' practice? - Correct Answers -
Planning and managing the full lifecycle of all IT assets
What is the purpose of the 'continual improvement' practice? - Correct Answers -
Aligning an organization's practices and services with changing business needs through
the ongoing identification and improvement of all elements involved in the effective
management of products and services
What is defined as the practice of protecting an organization by understanding and
managing risks to the confidentiality, integrity, and availability of information? - Correct
Answers -Information security management
What is defined as the practice of ensuring that an organization's suppliers and their
performance levels are managed appropriately to support the provision of seamless
quality products and services? - Correct Answers -Supplier management
Identify the missing word in the following sentence. [?] management is the practice of
reducing the likelihood and impact of incidents by identifying actual and potential causes
of incidents, and managing workarounds and known errors. - Correct Answers -Problem
Dion Training has outsourced the development of a mobile application to support their
students' learning while on the go. Instead of paying a fixed-fee for the development
though, Dion Training has negotiated with the developers to instead pay them a royalty
fee for each student who logs into the service through their smartphone app. To control
, costs, Dion Training has decided to only allow students on their higher membership
levels to be given access to the application. Which of the following terms best describes
the activities performed by Dion Training in this example? - Correct Answers -Service
consumption
What term best describes a service that is 'fit for purpose'? - Correct Answers -Utility
Fill in the blank. A(n) [?] is a result for a stakeholder enabled by one or more outputs. -
Correct Answers -Outcome
Fill in the blank. A guiding principle is defined as a(n) [?] that can guide an organization
in all circumstances and will guide organizations when adopting service management. -
Correct Answers -Recommendations
Fill in the blank. According to the guiding principles, "Everything that the organization
does needs to map, directly or indirectly, to [?] for the stakeholders. - Correct Answers -
Value
Which guiding principle says that the current state should be investigated and observed
directly to make sure it is fully understood before you attempt to create a brand new
service or process? - Correct Answers -Start where you are
Your company is currently spending $1.2 million per year on energy to run its data
center. The new CEO of the company wants the organization to become more
environmentally friendly and reduce its energy consumption from commercial power
sources such as coal and nuclear energy. To support this initiative, the IT Director has
created a goal of reducing the power consumption in the data center to less than $1
million next year. In which step of the continual service model would the IT Director
create this goal? - Correct Answers -Where do we want to be
Your company is undergoing an improvement initiative to reduce the number of physical
servers in the data center by 50%. You are working as part of the deployment team
trying to achieve this goal. You are currently migrating physical servers into virtualized
systems and removing the physical servers from the data center. Which step of the
continual improvement model are you working on? - Correct Answers -Take action
Your company's web server is currently experiencing a denial of service attack which is
preventing external users from accessing the company's e-commerce store. In order to
stop the attack, the information security team needs to add an IP block to the firewall's
access control list. Normally, any changes to the firewall's access control list must be
approved through change management first. Which type of change should be initiated
by the information security team? - Correct Answers -Emergency
Which guiding principle recognizes the complexity of a system and seeks to understand
the relationships between the various components that make up a service? - Correct
Answers -Think and work holistically
EXAM #5) QUESTIONS & ANSWERS
What is the definition of service management? - Correct Answers -A set of specialized
organizational capabilities for enabling value to customers
Identify the missing word(s) in the following sentence. A user is a person who uses [?]. -
Correct Answers -Services
What is the definition of a change? - Correct Answers -The addition, modification, or
removal of anything that could have a direct or indirect effect on services
What is defined as a cause, or potential cause, of one or more incidents? - Correct
Answers -Problem
What is the purpose of the 'IT asset management' practice? - Correct Answers -
Planning and managing the full lifecycle of all IT assets
What is the purpose of the 'continual improvement' practice? - Correct Answers -
Aligning an organization's practices and services with changing business needs through
the ongoing identification and improvement of all elements involved in the effective
management of products and services
What is defined as the practice of protecting an organization by understanding and
managing risks to the confidentiality, integrity, and availability of information? - Correct
Answers -Information security management
What is defined as the practice of ensuring that an organization's suppliers and their
performance levels are managed appropriately to support the provision of seamless
quality products and services? - Correct Answers -Supplier management
Identify the missing word in the following sentence. [?] management is the practice of
reducing the likelihood and impact of incidents by identifying actual and potential causes
of incidents, and managing workarounds and known errors. - Correct Answers -Problem
Dion Training has outsourced the development of a mobile application to support their
students' learning while on the go. Instead of paying a fixed-fee for the development
though, Dion Training has negotiated with the developers to instead pay them a royalty
fee for each student who logs into the service through their smartphone app. To control
, costs, Dion Training has decided to only allow students on their higher membership
levels to be given access to the application. Which of the following terms best describes
the activities performed by Dion Training in this example? - Correct Answers -Service
consumption
What term best describes a service that is 'fit for purpose'? - Correct Answers -Utility
Fill in the blank. A(n) [?] is a result for a stakeholder enabled by one or more outputs. -
Correct Answers -Outcome
Fill in the blank. A guiding principle is defined as a(n) [?] that can guide an organization
in all circumstances and will guide organizations when adopting service management. -
Correct Answers -Recommendations
Fill in the blank. According to the guiding principles, "Everything that the organization
does needs to map, directly or indirectly, to [?] for the stakeholders. - Correct Answers -
Value
Which guiding principle says that the current state should be investigated and observed
directly to make sure it is fully understood before you attempt to create a brand new
service or process? - Correct Answers -Start where you are
Your company is currently spending $1.2 million per year on energy to run its data
center. The new CEO of the company wants the organization to become more
environmentally friendly and reduce its energy consumption from commercial power
sources such as coal and nuclear energy. To support this initiative, the IT Director has
created a goal of reducing the power consumption in the data center to less than $1
million next year. In which step of the continual service model would the IT Director
create this goal? - Correct Answers -Where do we want to be
Your company is undergoing an improvement initiative to reduce the number of physical
servers in the data center by 50%. You are working as part of the deployment team
trying to achieve this goal. You are currently migrating physical servers into virtualized
systems and removing the physical servers from the data center. Which step of the
continual improvement model are you working on? - Correct Answers -Take action
Your company's web server is currently experiencing a denial of service attack which is
preventing external users from accessing the company's e-commerce store. In order to
stop the attack, the information security team needs to add an IP block to the firewall's
access control list. Normally, any changes to the firewall's access control list must be
approved through change management first. Which type of change should be initiated
by the information security team? - Correct Answers -Emergency
Which guiding principle recognizes the complexity of a system and seeks to understand
the relationships between the various components that make up a service? - Correct
Answers -Think and work holistically
