ITIL 4 Foundation Practice Exam 6 Exam
Questions with Complete Solutions
How does 'service request management' contribute to the 'deliver and support' value
chain activity?
a) It ensures that users continue to be productive when they need assistance from the
service provider
b) It collects user-specific requirements, sets expectations, and provides status updates
c) It analyzes data to identify opportunities to provide new service request options
d) By acquiring pre-approved service components - Answer-It ensures that users
continue to be productive when they need assistance from the service provider
-Explanation-
This is the 'deliver and support' activity. Deliver and support ensures that users continue
to be productive when they need assistance from the service provider.
Which is a recommendation of the 'service desk' practice?
a) Service desks should never use technologies such as SMS and chat functions
b) Service desks should be highly technical functions
c) Service desks should have a practical understanding of the wider business
d) Service desks should always be a physical team in a single fixed location - Answer-
Service desks should have a practical understanding of the wider business
-Explanation-
A good service desk should have a practical understanding of the wider organization,
the business processes, and the users.
What does a centralized service desk require?
a) Walk-in service hours
b) Robotic process automation
c) Good workflow systems for routing and escalation
d) Outsourced employees - Answer-Good workflow systems from routing and escalation
-Explanation-
A centralized service desk requires supporting technologies like workflow systems for
routing and escalation, workforce management and resource planning systems, a
centralized knowledge base, intelligent telephony systems, automatic call distribution,
and remote access tools.
How does 'service level management' contribute to the 'deliver and support' value chain
activity?
a) Provides objectives for component and service performance for products and
services
, b) Collects feedback during interactions and communicates service performance
objectives to the operations and support teams
c) Provides information about the actual service performance and trends
d) Provides feedback from interactions with customers into new or changed services -
Answer-Collects feedback during interactions and communicates service performance
objectives to the operations and support teams
-Explanation-
The 'deliver and support' activity in the service level management practice collects
feedback during interactions and communicates service performance objectives to the
operations and support teams.
What is a documented agreement between a service provider and a customer that
identifies both the services required and the expected level of service?
a) Memorandum of Understanding
b) Business Partnership Agreement
c) Service Level Agreement
d) Interconnection Service Agreement - Answer-Service Level Agreement
-Explanation-
A service level agreement (SLA) is a documented agreement between a service
provider and a customer that identifies both the services required and the expected
level of service.
Your company has five branch offices located across the country. To support each of
these branch offices, a small service desk has been created for each office and it is co-
located with the users to whom they are providing service and support. What model of
service desk is your company using?
a) Virtual
b) Centralized
c) Follow-the-sun
d) Local - Answer-Local
-Explanation-
A local service desk involves service desk analysts working in a co-located space or
building. If your company has multiple locations, then a local service desk could be
created at each location instead of relying on one centralized or virtual service desk.
What is the definition of a sponsor?
a) A person who uses services
b) A person who authorizes budget for service consumption
c) A person who works for an organization other than the service provider
d) A person who defines the requirements for a service and takes responsibility for the
outcomes of service consumption - Answer-A person who authorizes budget for service
consumption
-Explanation-
Questions with Complete Solutions
How does 'service request management' contribute to the 'deliver and support' value
chain activity?
a) It ensures that users continue to be productive when they need assistance from the
service provider
b) It collects user-specific requirements, sets expectations, and provides status updates
c) It analyzes data to identify opportunities to provide new service request options
d) By acquiring pre-approved service components - Answer-It ensures that users
continue to be productive when they need assistance from the service provider
-Explanation-
This is the 'deliver and support' activity. Deliver and support ensures that users continue
to be productive when they need assistance from the service provider.
Which is a recommendation of the 'service desk' practice?
a) Service desks should never use technologies such as SMS and chat functions
b) Service desks should be highly technical functions
c) Service desks should have a practical understanding of the wider business
d) Service desks should always be a physical team in a single fixed location - Answer-
Service desks should have a practical understanding of the wider business
-Explanation-
A good service desk should have a practical understanding of the wider organization,
the business processes, and the users.
What does a centralized service desk require?
a) Walk-in service hours
b) Robotic process automation
c) Good workflow systems for routing and escalation
d) Outsourced employees - Answer-Good workflow systems from routing and escalation
-Explanation-
A centralized service desk requires supporting technologies like workflow systems for
routing and escalation, workforce management and resource planning systems, a
centralized knowledge base, intelligent telephony systems, automatic call distribution,
and remote access tools.
How does 'service level management' contribute to the 'deliver and support' value chain
activity?
a) Provides objectives for component and service performance for products and
services
, b) Collects feedback during interactions and communicates service performance
objectives to the operations and support teams
c) Provides information about the actual service performance and trends
d) Provides feedback from interactions with customers into new or changed services -
Answer-Collects feedback during interactions and communicates service performance
objectives to the operations and support teams
-Explanation-
The 'deliver and support' activity in the service level management practice collects
feedback during interactions and communicates service performance objectives to the
operations and support teams.
What is a documented agreement between a service provider and a customer that
identifies both the services required and the expected level of service?
a) Memorandum of Understanding
b) Business Partnership Agreement
c) Service Level Agreement
d) Interconnection Service Agreement - Answer-Service Level Agreement
-Explanation-
A service level agreement (SLA) is a documented agreement between a service
provider and a customer that identifies both the services required and the expected
level of service.
Your company has five branch offices located across the country. To support each of
these branch offices, a small service desk has been created for each office and it is co-
located with the users to whom they are providing service and support. What model of
service desk is your company using?
a) Virtual
b) Centralized
c) Follow-the-sun
d) Local - Answer-Local
-Explanation-
A local service desk involves service desk analysts working in a co-located space or
building. If your company has multiple locations, then a local service desk could be
created at each location instead of relying on one centralized or virtual service desk.
What is the definition of a sponsor?
a) A person who uses services
b) A person who authorizes budget for service consumption
c) A person who works for an organization other than the service provider
d) A person who defines the requirements for a service and takes responsibility for the
outcomes of service consumption - Answer-A person who authorizes budget for service
consumption
-Explanation-
