Free ITIL ITIL-4-Foundation Practice Exam with Questions & Answers | Set: 8

Scripts for collecting user information

Use of shift working patterns

Fulfillment of service requests

Creation of a temporary team

A change authority should be assigned to each type of change and change model

Centralizing change authorization to a single person is the most effective means of authorization

The authorization of normal changes should be expedited to ensure they can be implemented quickly

Standard changes are high risk and should be authorized by the highest level of change authority

Change evaluation

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Knowledge management

Service validation and testing

Service asset and configuration management

To protect the organization’s information

To handle user-initiated service requests

To make new and changed services available for use

To move hardware and software to live environments

The addition, modification, or removal of anything that could have a direct or indirect effect on services

Any change of state that has significance for the management of a service or other configuration item

Cause of one or more incidents

An unplanned interruption to a service or reduction in the quality of a service

It should always be used to support direct observation

It should always be used instead of direct observation

Measured data is always more accurate than direct observation

The act of measuring always positively impacts results

To protect the information needed by the organization to conduct its business

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

Practices

The service value chain

The service value system

The guiding principles

Service management

Practices

A value stream

Service level management

Considering the existing organizational assets before building something new

Integrating an organization’s activities to deliver value

Eliminating unnecessary steps to deliver valuable outcomes

Breaking down large initiative into smaller pieces of work

The system of directing and controlling an organization

A model to help meet stakeholders expectations

Recommendations to help an organization in all aspects of its work

A need from consumers for new or changes services

Ensuring the continual improvement of practices across all value chain activities

Ensuring that services continually meet expectations for quality, costs, and lime to market

Ensuring a shared understanding of the improvement direction for services across the organization

Ensuring continual engagement and good relationships with all stakeholders

The role that directs and controls an organization

The role that uses services

The role that authorizes budget for service consumption

The role that defines the requirements for a service

Value streams and processes

Partners and suppliers

Information and technology

Organizations and people

value

consumption

management

provision