ITIL®4 Foundation Practice Exam

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A sample of latest CLO-002 Exam Questions And Answers Selected from the most recent exams.

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Below is the definition of? "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.” *

1 point

A Service

Service Management

Supplier Management

Service Continuity Management

Which of the following statements is true as per the Guiding Principle “Optimize and automate” *

1 point

Before an activity is automated, it should be simplified and optimized

Before an activity is optimized, it should be simplified and automated

All activities should be automated

All activities with which we have difficulties should be automated

Which Value Chain Activity has the purpose of ensuring “a shared understanding of the vision, current status and improvement direction for all four dimensions and all products and services across the organization”? *

1 point

Plan

Improve

Engage

Design and transition

Which Value Chain Activity has an output of “knowledge and information about new and changed products and services to all value chain activities”? *

1 point

Design and Deliver

Deliver and Support

Design and Transition

Transition and Support

Service Value System (SVS) is a ___________ Model? *

1 point

Sense-Making Model

Operational Model

Organisational Model

Resource Model

Below is the definition of? "A set of specialized organizational capabilities for enabling value for customers in the form of services" *

1 point

Service Integration And Management (SIAM)

Service Management

Service Consumption

Service Provision

Expand CIR... *

1 point

Continual Improvement Resource

Continual Integration Resource

Continual Improvement Register

Continuous Integration Register

The purpose of the _____________ practice is to move new or changed hardware, software, documentation, processes, or any other component to live environments. It may also be involved in deploying components to other environments for testing or staging. *

1 point

Incident Management Practice

Problem Management Practice

Service Request Management Practice

Deployment Management Practice

Service Consumption is defined as? *

1 point

Activities performed by an organization to provide services

Activities performed by an organization to construct services

Activities performed by an organization to consume services

Activities performed by an organization to produce services

The statement "the addition, modification, or removal of anything that could have a direct or indirect effect on services" is…? *

1 point

The purpose of Change Control

The definition of a Change

The purpose of Release Management

The definition of a Release

Which of the following practice is responsible for the management of interactions with Suppliers? *

1 point

Relationship Management

Stakeholder Management

Supplier Management

Service Configuration Management

The purpose of the ______________ practice is to make new and changed services and features available for use. *

1 point

Information Security Management Practice

Project Management Practice

Monitoring & Event Management Practice

Release Management Practice

What is the trigger for activities in the SVS? *

1 point

A Service Request

A Third-Party Contract

Desire For New Functionality

Opportunity & Demand

Identify the three phases of Problem Management: *

1 point

Problem Resolution, Problem Solving, Problem Eradication

Problem Identification, Problem Control, Error Control

Problem Resistance, Problem Recovery, Problem Fixing

Problem Review, Problem identification, Problem analysis

What are the core skills on which the Service desk staff require training and competency? *

1 point

Empathy, Incident analysis, Incident prioritization, Effective communications, Emotional intelligence

Socialising, categorisation, prioritisation, conflict analysis, root cause analysis

Change assessment, major problem reviews, customer service review meetings, supplier management.

Metrics analysis, time management skills, negotiation skills, team leadership skills.

The Problem management practice contributes to the Deliver & Support Value Chain Activity by: *

1 point

preventing incident repetition and supporting timely incident resolution

by preventing incident causes and supporting quality incident resolution

by preventing all incidents, thereby reducing the importance of the Incident Management practice

by preventing all incidents, thereby reducing the importance of the Change Control practice

What are the factors that can affect multiple dimensions? *

1 point

Positional, equitable, sociable, testable, legal, essential

Political, economical, social, technological, legal, environmental

Practical, ergonomically, social, technological, lethal, essential

Problematical, economical, societal, traceable, legitimate, environmental.

Who can close an Incident record? *

1 point

Senior Management

Technical Team Leaders

The Consumer

The Service Desk

What are the three types of change referred to by ITIL? *

1 point

Standard – Retrospective – Emergency

Normal – Retrospective – Emergency

Standard – Normal – Emergency

Emergency – Planned - Normal

Which of the following is a correct name of one of the Guiding Principles? *

1 point

Start where you arrive

Progress iteratively with feedback

Collaborate and predict visibility

Keep it simple and precise

Guiding Principles are? *

1 point

Ubiquitous and endangering

Utility and enduring

Universal and enduring

Utility and endangering

Change control should …? *

1 point

Authorise every change to increase agility

Balance the cost of the change against the risk

Balance the costs and risks of making the change against the expected business benefits

Authorise only those changes that will not fail

Below is the definition of? The perceived benefits, usefulness and importance of something.” *

1 point

Costs

Risks

Value

Governance

What is the definition of an Event? *

1 point

“any change of state that has significance for the management of a service value chain”

“any change of state that has significance for the management of a service or other configuration item”

“any change of state that has significance for the management of a service value system”

“any change of state that has significance for the management of a service’s value”

How may the Service Desk be delivered? *

1 point

With Full/Part-Time Staff

Using A Virtual Approach

With Mixed Teams

There Is No ‘’Right Way’’

Identify the Four dimensions of Service Management. *

1 point

Organisations & people, Information & technology, partners & suppliers, value streams & processes.

Value streams & processes, organizations & technology, partners & resources, costs & benefits.

Value, outcomes, costs & risks.

Budgeting, accounting, charging & value on investment

The ITIL Guiding Principles? *

1 point

Should be used instead of the Agile Manifesto and 12 Guiding Principles

Replace the 3 Ways of DevOps

Are not needed if you are using Scrum

Are in tune with the messages of Agile, DevOps and Scrum

Which of the following statements is correct? *

1 point

Utility is fitness for use

Utility is fitness for purpose

Utility is both fitness for purpose and fitness for usefulness

Utility is fitness for availability

Identify the 5 components of the SVS? *

1 point

Processes, functions, teams, organisations, partners.

Guiding principles, governance, service value chain, practices, continual improvement.

Problem, incident, event management, request management, access management.

Availability, reliability, resilience, continuity, mean time to restore service.

What is the output of the SVS? *

1 point

System Validation

Value

Return On Investment

Restoration Of Service

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