FREE ISO 20000 Certification ITIL Foundation 4 Questions and Answers
Which of the following is an example of a business-related measurement?
The number of passengers checked in" is an example of a statistic that is directly tied to a business metric that monitors the operational success of an airline or transportation provider.
It depicts the primary function of the company and how it affects clients.
What is the MAIN PURPOSE of a change schedule?
A change timetable is mostly used to aid in change planning, communication facilitation, and conflict avoidance within an organization's IT environment.
It offers a methodical and structured means to monitor and control impending changes to IT services, systems, or components.
Organizations can effectively manage resources, maintain good coordination among diverse stakeholders, and prevent conflicts with overlapping changes by planning changes in advance.
"Determine the missing word in the following statement.
A user is [?] that employs services."
The phrase "a user is a role that uses services" would be complete if the word "a role" were added. In this sense, a "user" is a role inside an organization or system that makes use of the services offered by the organization.
The relationship between users and their duties in the context of service utilization is highlighted in this line.
Which of the following describes the utility of a service?
A service's utility is its capacity to support the performance of the user.
It serves as a gauge of the value the service offers to the customer.Â
The agreed-upon levels of service that a service provider is committed to delivering are known as service level targets.
They do not reflect how useful a service is.
A service must be capable of serving its intended function to be considered fit for use.
It does not reflect how useful a service is.Â
Limitations on how a service can be used are called constraints.
They might make a service less useful.
Which of the following statements about change enablement practice is TRUE?
because the creation of a change request, which can be done manually or automatically as part of the change enablement approach in IT service management, is what actually causes typical changes to occur.
Which allows an individual access to a system?
Why must additional clearances be obtained in order to execute some service requests?
It helps to streamline and speed up the process by allowing some service requests to be executed without requiring extra approvals, which decreases needless delays and administrative burden.
For common and low-risk requests, this is especially advantageous.
What is the method utilized to connect activities along the service value chain?
According to the ITIL (Information Technology Infrastructure Library) framework, the main principles "opportunity, demand, and value" are utilized to link the various components of the service value chain.
The ITIL 4 framework for IT service management (ITSM) is a commonly used one, and one of its key components is the service value chain.
Which of the following is included in the provide and support value chain activity's purpose?
This is a legitimate component of the value chain activity "Deliver and Support".
It entails providing IT services promptly to satisfy the needs of the market and stakeholders.
Delivering value to the organization critically depends on making sure that services are available when requested and that deployment timeframes are met.
Which two practices make use of workarounds?
While a long-term remedy is being created or put into place, workarounds are short-term fixes or activities that are utilized to address or lessen the effects of incidents or problems.
Workarounds serve as a temporary fix while the underlying problem is being investigated and resolved; they are not the ideal solution.
What is the goal of the practice of'service level management'?
Setting distinct and widely accepted business-based service level targets is the goal of the "service level management" approach within IT service management (ITSM).
This procedure entails establishing, negotiating, monitoring, and reporting on service levels to make sure that the services offered by an organization fulfill the needs and expectations of its stakeholders and customers.
What does it mean for a group of specialized organizational capabilities to enable customers to receive value in the form of services?
All the tasks, procedures, and skills required to create, provide, and continuously enhance services in a way that supports the objectives of the business and satisfies client needs are included in service management.
It covers a variety of topics, including service design, operation, transfer, and more.
What procedures are required to build and deliver a certain service to a consumer?
SLM is a crucial component of IT service management because it enables the delivery of IT services in a way that satisfies customer needs.
SLM can assist in identifying and resolving issues before they have an impact on customers by defining and monitoring service levels.
Additionally, it may aid in enhancing customer and IT communications, which may result in a better overall customer experience.
Which of the following provides a user with system access?
Service agreements specify the type of service to be given, whereas service requirements are expressions of the needs of the customer.
While service provision provides the service to the user, service consuming involves actually using the service.
While other solutions prevent access to a system, service provision does.
A user does not have access to a system through consumption, service agreements, or needs.
How is the 'incident management' technique using target resolution times?
The appropriate justification is this. Customers or users and the service provider agree on target resolution times.
They are then included in service level agreements (SLAs) or other papers of a similar nature.
The service provider establishes clear expectations for how quickly incidents will be resolved by letting users know when these target times are expected to be met.
Which statement about the automation of service requests is CORRECT?
Service requests are specialized, predetermined tasks or actions that users or clients ask a service provider to perform.
These requests frequently entail standard, clearly established procedures, such as access permissions, software installations, hardware upgrades, and password resets.
Automating service requests can increase productivity dramatically, minimize human work, and give users quicker response times.