ITIL 4 Foundation Practice Exam with Rationale latest 2022

ITIL 4 Foundation Practice Exam with Rationale latest 2022Which practice includes the classification and ownership of queries and requests from users? A. Service desk B. Incident management C. Change control D. Service level management A. "Service desks provide a clear path for users to report issues, queries, and requests, and have them acknowledged, classified, owned, and actioned" Rationals: B. Incorrect. The 'incident management' practice deals only with incidents, not queries and requests. "The purpose of the incident management practice is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible". Ref 5.2.5 C. Incorrect. The 'change control' practice deals only with change requests, not other queries and requests. "The purpose of the change control practice is to maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule". Ref 5.2.4 D. Incorrect. The 'service level management' practice ensures service targets are met. It does not manage queries and requests from users. "The purpose of the service level management practice is to set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets". Which practice identifies metrics that reflect the customer's experience of a service? A. Continual improvement B. Service desk C. Service level management D. Problem management C. "Service level management identifies metrics and measures that are a truthful reflection of the customer's actual experience and level of satisfaction with the whole service," and "Engagement is needed to understand and confirm the actual ongoing needs and requirements of customers, not simply what is interpreted by the service provider or has been agreed several years before." Rationales: A. Incorrect. "The purpose of the continual improvement practice is to align the organization's practices and services with changing business needs through the ongoing improvement of products, services, and practices, or any element involved in the management of products and services." Ref 5.1.2 B. Incorrect. "The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users." Ref 5.2.14 D. Incorrect. "The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors". 00:41 01:29 What is the PRIMARY use of a change schedule? A. To support 'incident management' and improvement planning B. To manage emergency changes C. To plan changes and help avoid conflicts D. To manage standard change C."The change schedule is used to help plan changes, assist in communication, avoid conflicts, and assign resources." Ref 5.2.4 Rationale: A. Incorrect. While it can be used after deploying a change, this is not the main use of the change schedule. "The change schedule is used to help plan changes, assist in communication, avoid conflicts, and assign resources. It can also be used after changes have been deployed to provide information needed for incident management, problem management, and improvement planning." Ref 5.2.4 B. Incorrect. "Emergency changes: These are changes that must be implemented as soon as possible; for example, to resolve an incident or implement a security patch. Emergency changes are not typically included in a change schedule, and the process for assessment and authorization is expedited to ensure they can be implemented quickly." Ref 5.2.4 D. Incorrect. Standard changes are already pre-authorized and do not need to be included on a change schedule. "These are low-risk, pre-authorized changes that are well understood and fully documented, and can be implemented without needing additional authorization Which service management dimension is focused on activities and how these are coordinated? A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes D.The 'value streams and processes' dimension "focuses on what activities the organization undertakes and how they are organized, as well as how the organization ensures that it is enabling value creation for all stakeholders efficiently and effectively." Ref 3.4 Rationale: A. Incorrect. The 'organizations and people' dimension describes "roles and responsibilities, formal organizational structures, culture, and required staffing and competencies." Ref 3.1 B. Incorrect. The 'information and technology' dimension includes "the information and knowledge necessary for the management of services, as well as the technologies required" and "the information created, managed, and used in the course of service provision and consumption, and the technologies that support and enable that service." Ref 3.2 C. Incorrect. "The partners and suppliers dimension encompasses an organization's relationships with other organizations that are involved in the design, development, deployment, delivery, support and/or continual improvement of services. It also incorporates contracts and other agreements between the organization and its partners or suppliers". Ref 3.3 How does categorization of incidents assist the 'incident management' practice? A. It helps direct the incident to the correct support area B. It determines the priority assigned to the incident C. It ensures that incidents are resolved in timescales agreed with the customer D. It determines how the service provider is perceived A. More complex incidents will usually be escalated to a support team for resolution. Typically, the routing is based on the incident category, which should help to identify the correct team." Ref 5.2.5 Rationale: B. Incorrect. The category is concerned with the type of incident whereas priority is determined by business impact. "Incidents are prioritized based on agreed classification to ensure that incidents with the highest business impact are resolved first." Ref 5.2.5 C. Incorrect. "Every incident should be logged and managed to ensure that it is resolved in a time that meets the expectations of the customer and user." Categorization by itself will not ensure this. Ref 5.2.5 D. Incorrect. Customer and user satisfaction determines how the service provider is perceived. "Incident management can have an enormous impact on customer and user satisfaction, and on how customers and users perceive the service provider." Ref 5.2.5 Identify the missing word(s) in the following sentence. A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve. A. the warranty B. outcomes C. the utility D. outputs B. A service is "a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks". Ref 2.3.1 Rationale: A. Incorrect. Warranty is "assurance that a product or service will meet agreed requirements." Warranty of a service is necessary, but not sufficient to enable value co-creation. Ref 2.5.4 C. Incorrect. Utility is "the functionality offered by a product or service". Utility of a service is necessary, but not sufficient to enable value co-creation. Ref 2.5.4 D. Incorrect. An output is "a tangible or intangible deliverable of an activity." The output of a service is necessary, but not sufficient to enable value co-creation. Ref 2.5.1 Which is a recommendation of the 'continual improvement' practice? A. There should at least be a small team dedicated to leading 'continual improvement' efforts B. All improvements should be managed as multi-phase projects C. 'Continual improvement' should be isolated from other practices D. External suppliers should be excluded from improvement initiatives A."Although everyone should contribute in some way, there should at least be a small team dedicated full-time to leading continual improvement efforts and advocating the practice across the organization." Ref 5.1.2 Rationale: B. Incorrect. "Different types of improvements may call for different improvement methods. For example, some improvements may be best organized into a multiphase project, while others may be more appropriate as a single quick effort." Ref 5.1.2 C. Incorrect. "The continual improvement practice is integral to the development and maintenance of every other practice." Ref 5.1.2 D. Incorrect. "When third-party suppliers form part of the service landscape, they should also be part of the improvement effort." Ref 5.1.2 Which is a potential benefit of using an IT service management tool to support the 'incident management' practice? A. It may ensure that the cause of incidents is identified within agreed times B. It may provide automated matching of incidents to problems or known errors C. It may ensure that supplier contracts are aligned with the needs of the service provider D. It may provide automated resolution and closure of complex incidents B."Modern IT service management tools can provide automated matching of incidents to other incidents, problems or known errors". Ref 5.2.5 Rationale: A. Incorrect. "Target resolution times are agreed, documented, and communicated to ensure that expectations are realistic." A good IT service management tool may help the organization to meet these times, but the tool cannot ensure that this happens. Furthermore, identifying the causes of incidents is a 'problem management' activity Ref 5.2.5 C. Incorrect. 'Incident management' requires supplier contracts to be correctly aligned, but ensuring that the contracts are aligned is a purpose of the 'supplier management' practice. Ref 5.1.13 D. Incorrect. "The most complex incidents, and all major incidents, often require a temporary team to work together to identify the resolution". "Investigation of more complicated incidents often requires knowledge and expertise, rather than procedural steps." Ref 5.2.5 Which role submits service requests? A. The user, or their authorized representative B. The customer, or their authorized representative C. The sponsor, or their authorized representative D. The supplier, or their authorized representativ A. "The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests..." and a service request is defined as "a request from a user or a user's authorized representative that initiates a service action". Ref 5.2.16 Rationale: B. Incorrect. A customer is "a person who defines the requirements for a service and takes responsibility for the outcomes of service consumption". A customer could also be a user, and in that role they may submit a service request. Ref 2.2.2 C. Incorrect. A sponsor is "A person who authorizes budget for service consumption." A sponsor could also be a user, and in that role they may submit a service request. Ref 2.2.2 D. Incorrect. "The partners and suppliers dimension encompasses an organization's relationships with other organizations that are involved in the design, development, deployment, delivery, support, and/or continual improvement of services.". This does not include consumption of services, and "The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests." Ref 3.3 Which practice provides a single point of contact for users? A. Incident management B. Change control C. Service desk D. Service request management C."The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users." Ref 5.2.14 Rationale: A. Incorrect. "The purpose of the incident management practice is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible." The 'incident management' practice does not provide a single point of contact for service users. Ref 5.2.5 B. Incorrect. "The purpose of the change control practice is to maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule." The 'change control' practice does not provide a single point of contact for service users. Ref 5.2.4 D. Incorrect. "The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner." The 'service request management' practice does not provide a single point of contact for service users. Ref 5.2.16 Which guiding principle recommends that the four dimensions of service management are considered? A. Think and work holistically B. Progress iteratively with feedback C. Focus on value D. Keep it simple and practical A. The 'think and work holistically' guiding