PeopleCert ITIL-4-Foundation ITIL 4 Foundation ITIL 4 Exam Practice Test

Answer : C

The change enablement practice maximizes the number of successful service and product changes by ensuring that risks have been properly assessed, authorized, and managed within a schedule1.Change authorization is the activity of verifying that a proposed change is desirable, viable, and achievable before committing to its implementation2.The change type (standard, normal, or emergency) and model (a predefined approach for handling a specific type of change) is the basis for assigning the change authority (the role that can authorize a change)2. The other statements are incorrect because:

A standard change is a low-risk, pre-authorized change that follows an agreed procedure and does not require authorization at the point of implementation2.

An emergency change is a high-priority change that must be implemented as soon as possible to resolve an incident or implement a security patch2.An emergency change must be authorized by an emergency change authority (ECA), which is usually a subset of the normal change authority (CAB)2.

Ensuring that changes are authorized before their deployment is done by the change enabler (the role that coordinates all aspects of a change)2.Reference:ITIL Foundation - ITIL 4 Edition, page 16;ITIL 4 -- A Pocket Guide, page 39;ITIL 4 Practice Guide: Change Enablement, page 7.

Answer : C

Partners and suppliers are one of the four dimensions of service management that influence the effectiveness and efficiency of service delivery1.This dimension covers the relationships that an organization has with other organizations that are involved in the design, development, deployment, delivery, support, and improvement of services2.This dimension also includes the contracts, agreements, and policies that govern these relationships3.Reference:ITIL Foundation - ITIL 4 Edition, page 8;ITIL 4 -- A Pocket Guide, page 19;ITIL 4 Practice Guide: Partner and Supplier Management, page 7.

Answer : D

The 'progress iteratively with feedback' guiding principle encourages organizations to break down complex initiatives into smaller, simpler, and more manageable units of work1.This principle also recommends seeking and acting on feedback from stakeholders, avoiding big-bang approaches, and adapting plans based on new information2.However, this principle does not advise prohibiting changes to plans, analysing the whole situation in detail, or reducing the number of steps that produce tangible results, as these would be contrary to the iterative and adaptive nature of this principle3.Reference:ITIL Foundation - ITIL 4 Edition, page 7;ITIL 4 -- A Pocket Guide, page 27;ITIL 4 Practice Guide: Progress Iteratively with Feedback, page 9.

Answer : D

The 'start where you are' guiding principle advises organizations to observe and understand the current state of affairs before initiating any improvement or change1.This principle also recommends using source data, involving people who know the service, and applying risk management when considering new processes2.However, this principle does not suggest discarding existing processes before assessing their usefulness, as this would be wasteful and potentially harmful3.Reference:ITIL Foundation - ITIL 4 Edition, page 7;ITIL 4 -- A Pocket Guide, page 26;ITIL 4 Practice Guide: Start Where You Are, page 9.

Answer : C

The ITIL guiding principle 'keep it simple and practical' advises organizations to use the minimum number of steps and resources needed to accomplish an objective1.A good way to apply this principle is to adopt a practice which is easy to follow, understand, and communicate2.This helps to avoid unnecessary complexity, bureaucracy, and duplication3.Reference:ITIL Foundation - ITIL 4 Edition, page 7;ITIL 4 -- A Pocket Guide, page 25;ITIL 4 Practice Guide: Keep It Simple and Practical, page 9.

Answer : B

The change schedule is used tohelp 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

https://www.bmc.com/blogs/itil-change-enablement/#:~:text=The%20change%20schedule%20is%20used,problem%20management%2C%20and%20improvement%20planning.

Answer : A

The second step is to conduct an objective current-state assessment of existing services and service management practices. This should include consideration of the users' perception of the value being received, along with a review of people's competencies and skills, the processes and procedures involved, the capabilities of the available technological solutions and the prevailing organizational culture. The success of an improvement initiative depends on a clear and accurate understanding of the starting point and the required impact of the initiative.

For example, an organization can measure the current net promoter score (NPS) from a customer satisfaction survey, conduct a benchmark survey against its competitors or review findings of operational statistics or audit reports to understand its current state. If this step is skipped, the current state will not be understood and there will not be an objective baseline measurement against which improvement can be measured.

https://www.bmc.com/blogs/itil-continual-improvement/