Free ITIL ITIL-4-Foundation Practice Exam with Questions & Answers | Set: 4

An outcome can be enabled by more than one output

Outcomes are how the service performs

An output can be enabled by one or more outcomes

An outcome is a tangible or intangible activity

It should be written in legal language

It should be simply written and easy to understand

It should be based on the service provider’s view of the service

It should relate to simple operational metrics

By initially concentrating on the most complex tasks

By optimizing as much as possible first

By replacing human intervention wherever possible

By replacing the existing tools first

Changes that need to be scheduled and assessed following a process

Changes that are low-risk and pre-authorized

Changes that are typically initiated as service requests

Changes that must be implemented as soon as possible

Incident management

Change control

Service desk

Service request management

Problem investigation and resolution

Incident analysis and prioritization

Business analysis and commercial management

Balanced scorecard reviews and maturity assessment

costs

users

value

performances

Accurate and carefully analysed data

Details of how services are measured

A recent maturity assessment

An up-to-date balanced scorecard

Start where you are

Think and work holistically

Keep it simple and practical

Progress iteratively with feedback

To ensure services achieve agreed and expected performance

To make new or changed services available for use

To move new or changed components to live environments

To set clear business-based targets for service performance

Value streams and processes

Partners and suppliers

Information and technology

Organizations and people

The testing of emergency can be eliminated in order to implement the change quickly

The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly

Emergency changes should be authorized and implemented as service requests

Emergency changes must be fully documented before authorization and implementation

Ideation, Design, Develop, Deploy, Test, Operate, Retire

Retire, Test, Operate, Deploy, Ideation, Develop, Design

None of the above

Ideation, Test, Develop, Deploy, Design, Operate, Retire

Incident management

Monitoring and event management

Change control

Information security management

The incident priority

The incident category

A change schedule

A self-help tool