1. ITIL® 4 Foundation: Conclusion (EN)

ITIL® 4 Foundation: Sample Exam 2 von Dion Training

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Der Vortrag „ITIL® 4 Foundation: Sample Exam 2“ von Dion Training ist Bestandteil des Kurses „ITIL® 4 Foundation: Conclusion (EN)“.

Quiz zum Vortrag

  1. Greater ability to focus on customer experience when personal contact is needed
  2. Decrease in self-service incident logging and resolution
  3. Increased ability to focus on fixing technology instead of supporting people
  4. Elimination of the need to escalate incidents to support teams
  1. Utility
  2. Cost
  3. Warranty
  4. Risk
  1. To systematically observe services and service components, and record and report selected changes of state
  2. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
  3. To protect the information needed by the organization to conduct its business
  4. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
  1. Accurate and carefully analysed data
  2. Details of how services are measured
  3. An up-to-date balanced scorecard
  4. A recent maturity assessment
  1. By using a combination of practices
  2. By determining service demand
  3. By using a single functional team
  4. By implementing process automation
  1. 1 and 4
  2. 1 and 2
  3. 2 and 3
  4. 3 and 4
  1. Understanding the vision and objectives of the organization
  2. Securing stakeholder engagement
  3. Determining where the most positive impact would be
  4. Standardizing practices and services
  1. service value system
  2. ‘focus on value’ guiding principle
  3. four dimensions of service management
  4. ‘service request management’ practice
  1. Service request management
  2. Change control
  3. Problem management
  4. Incident management
  1. Service relationship management
  2. Service provision
  3. Service consumption
  4. Service offering
  1. Incident management
  2. Service request management
  3. Service level management
  4. IT asset management
  1. A standard change
  2. A normal change
  3. An emergency change
  4. An application change
  1. Collaborate and promote visibility
  2. Focus on value
  3. Think and work holistically
  4. Keep it simple and practical
  1. A service
  2. An output
  3. A practice
  4. Continual improvement
  1. A change authority should be assigned to each type of change and change model
  2. Centralizing change authorization to a single person is the most effective means of authorization
  3. The authorization of normal changes should be expedited to ensure they can be implemented quickly
  4. Standard changes are high risk and should be authorized by the highest level of change authority
  1. Organizations and people
  2. Information and technology
  3. Partners and suppliers
  4. Value streams and processes
  1. analysed
  2. logged
  3. escalated
  4. closed
  1. Known error is the status assigned to a problem after it has been analysed
  2. A known error is the cause of one or more problems
  3. Known errors cause vulnerabilities, problems cause incidents
  4. Known errors are managed by technical staff, problems are managed by service management staff
  1. Processes and procedures
  2. Compliments and complaints
  3. Self-service tools
  4. Incident management
  1. It needs a practical understanding of the business processes
  2. It provides a link with stakeholders at strategic and tactical levels
  3. It carries out change assessment and authorization
  4. It investigates the cause of incidents
  1. Service configuration management
  2. Service desk
  3. IT asset management
  4. Monitoring and event management
  1. Incident management
  2. Supplier management
  3. Deployment management
  4. Problem management
  1. outcomes
  2. outputs
  3. costs
  4. risks
  1. Progress iteratively with feedback
  2. Optimize and automate
  3. Start where you are
  4. Focus on value
  1. It should be prioritized based on its potential impact and probability
  2. It should be diagnosed to identify possible solutions
  3. It should be resolved so that it can be closed
  4. It should have a workaround to reduce the impact
  1. Ensure suppliers include details of their approach to service improvement in contracts
  2. Require evidence that the supplier uses agile development methods
  3. Require evidence that the supplier implements all improvements using project management practices
  4. Ensure that all supplier problem management activities result in improvements
  1. Corporate culture of the organization
  2. Contracts and agreements
  3. Type of cooperation with suppliers
  4. Level of formality
  1. A cause or potential cause of one or more incidents
  2. An addition or modification that could have an effect on services
  3. Any change of state that has significance for the management of a configuration item
  4. An unplanned reduction in the quality of a service
  1. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels
  2. To align the organization's practices and services with changing business needs
  3. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
  4. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
  1. The guiding principles
  2. The four dimensions of service management
  3. The service value chain
  4. Practices
  1. Something created by carrying out an activity
  2. A change of state that has significance for the management of a configuration item
  3. A possible event that could cause harm or loss
  4. A result for a stakeholder
  1. It provides an outcome-based view of services
  2. It reduces the number of metrics that need to be collected
  3. It reports each service element separately
  4. It facilitates the automatic collection of metrics
  1. To ensure that incidents with the highest business impact are resolved first
  2. To help automated matching of incidents to problems or known errors
  3. To identify which support team the incident should be escalated to
  4. To encourage a high level of collaboration within and between teams
  1. IT asset management
  2. Relationship management
  3. Release management
  4. Service desk
  1. To help identify problems
  2. To escalate incidents to the correct support team
  3. To ensure effective handling of service requests
  4. To engage the correct change authority
  1. Plan
  2. Improve
  3. Engage
  4. Obtain/build
  1. Focus on value
  2. Keep it simple and practical
  3. Optimize and automate
  4. Progress iteratively with feedback
  1. Service level management
  2. Service desk
  3. Service request management
  4. Service configuration management
  1. The implementation of a security patch to a critical software application
  2. The implementation of a planned new release of a software application
  3. A low-risk computer upgrade implemented as a service request
  4. A scheduled major hardware and software implementation
  1. Start where you are
  2. Focus on value
  3. Collaborate and promote visibility
  4. Progress iteratively with feedback

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Dozent des Vortrages ITIL® 4 Foundation: Sample Exam 2

Dion Training

Dion Training

Jason Dion (DionTraining.com) is a professor and instructor with multiple information technology professional certifications, including Certified Information Systems Security Professional (CISSP), Certified Ethical Hacker (CEH), Certified Network Defense Architect (CNDA), Digital Forensic Examiner (DFE), Digital Media Collector (DMC), CySA+, Security+, Network+, A+, PRINCE2 Practitioner, and ITIL. With decades of project management and networking experience, Jason Dion has been a network engineer, Deputy Director of a Network Operations Center, and an Information Systems Officer for large organizations around the globe.

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