Question 1

Which practice has a purpose that includes ensuring that risks have been properly assessed?

Accepted Answer

Change control ensures that risks associated with changes are properly assessed before implementation.

Question 2

Which statement about outcomes is CORRECT?

Accepted Answer

An outcome can indeed be enabled by more than one output, as outcomes are the results achieved from the outputs of a service.

Question 3

Which TWO statements about an organization's culture are CORRECT? (Choose two.) It is created from shared values based on how it carries out its work It is determined by the type of technology used to support services It should be based on the culture of prospective suppliers It should be based on the objectives of the organization

Accepted Answer

An organization's culture is created from shared values and should align with the organization's objectives to ensure coherence and effectiveness in achieving its goals.

Question 4

Which service level metrics are BEST for measuring user experience?

Accepted Answer

Metrics linked to defined outcomes are best for measuring user experience as they directly relate to the goals and expectations of the users, providing a clearer picture of how well the service meets user needs.

Question 5

Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

Accepted Answer

The principle "Start where you are" emphasizes the importance of assessing the current state and utilizing existing resources before making improvements.

Question 6

Which is a service request?

Accepted Answer

A service request typically involves asking for information or assistance with standard procedures, such as how to create a document.

Question 7

When should a change request be submitted to resolve a problem?

Accepted Answer

A change request should be submitted when the analysis of cost, risks, and benefits justifies the change, ensuring that the change is necessary and beneficial.

Question 8

Which is NOT a component of the service value system?

Accepted Answer

The four dimensions of service management are not a component of the service value system; they are a separate concept that provides a holistic view of service management.

Question 9

Which practice updates information relating to symptoms and business impact?

Accepted Answer

Incident management updates information relating to symptoms and business impact as it deals with managing and resolving incidents that affect service quality.

Question 10

What are the ITIL guiding principles used for?

Accepted Answer

The ITIL guiding principles are designed to help organizations make good decisions by providing a framework for decision-making and guiding actions and initiatives.

Question 11

Which practice coordinates the classification, ownership and communication of service requests and incidents?

Accepted Answer

The service desk is responsible for coordinating the classification, ownership, and communication of service requests and incidents.

Question 12

When should a full risk assessment and authorization be carried out for a standard change?

Accepted Answer

A full risk assessment and authorization should be carried out when the procedure for the standard change is created to ensure that it is safe and effective before it becomes a standard practice.

Question 13

Which statement about the steps to fulfill a service request is CORRECT?

Accepted Answer

The answer of Which statement about the steps to fulfill...

Question 14

Which statement about service desks is CORRECT?

Accepted Answer

The service desk should work closely with support and development teams to ensure efficient handling of incidents and service requests, facilitating better communication and resolution.

Question 15

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

Accepted Answer

The sentence is referring to changes that could affect services, which is a common context in IT and business environments where changes are managed to ensure service quality and continuity.

Question 16

Which statement about a 'continual improvement register' is CORRECT?

Accepted Answer

A continual improvement register should be re-prioritized as new ideas are documented to ensure that the most valuable improvements are addressed first.

Question 17

Which describes a set of defined steps for implementing improvements?

Accepted Answer

The 'continual improvement model' describes a set of defined steps for implementing improvements, providing a structured approach to identifying and executing improvements.

Question 18

Which statement about emergency changes is CORRECT?

Accepted Answer

Emergency changes are assessed and authorized quickly to ensure they can be implemented promptly, but they still require some level of assessment and authorization.

Question 19

What is defined as a cause, or potential cause, of one or more incidents?

Accepted Answer

A problem is defined as a cause, or potential cause, of one or more incidents in IT service management.

Question 20

Which is part of service provision?

Accepted Answer

Service provision involves the management of resources configured to deliver the service, ensuring that the necessary components are in place to provide the service effectively.

Exam 3: ITIL 4 Foundation