Seven ITIL practices in detail — page 3
Objective 7 of ITIL 4 Foundation, worth 47.5% of the exam. This is page 3 of 3 of its question list; page one carries the full objective summary.
- Share of the exam
- 47.5%
- Questions in a real sitting
- roughly 19 of 40
- Questions in this bank
- 57
- Signed for by a person
- 0
- Machine-checked only
- 57
Partly checked. None of the 57 questions here has been read against the cited source by a person. 57 questions have been checked against their cited clause by an automated pass — which is not the same thing, and is not a signature.
Only questions a person has signed for are used in mock exams here. That is the whole difference between the two kinds of checking above.
What this objective covers
The 57 questions written for this objective cite 1 ITIL 4 syllabus clause (7).
They break down as 57 single-answer questions.
Questions on this objective (page 3 of 3)
- An IT department reports 99.8% server availability every month and the service level report is green, yet the business complains constantly that it cannot get its work done. What is this pattern usually called, and what does it indicate? machine-checked
- A service level agreement lists twenty individual measures such as CPU utilisation, network latency and patch currency, but no measure of what the customer is trying to achieve. Why is this a weakness? machine-checked
- A provider drafts service targets internally, publishes them on the intranet, and treats them as the agreed service levels. Which requirement for a successful service level agreement has been missed? machine-checked
- An organization agrees a target for 'average response time of the order-entry transaction' but this measure is not tied to any service in the service catalogue. Why does the service level management practice warn against this? machine-checked
- Beyond producing reports, which capability does the service level management practice most depend on? machine-checked
- An internal IT department agrees with the internal network team that network faults affecting the payroll service will be picked up within 15 minutes. There is no external party involved. What is this agreement normally called? machine-checked
- A provider has committed to a customer that a service will be restored within four hours. Delivery depends on a hosting company outside the organization. What should the provider put in place with that hosting company so the commitment is realistic? machine-checked
- Which combination of information best supports the service level management practice in judging whether a service is performing acceptably? machine-checked
- Which statement best describes the purpose of the continual improvement practice? machine-checked
- In the ITIL continual improvement model, a team has answered 'What is the vision?', 'Where are we now?' and 'Where do we want to be?'. Which question comes next? machine-checked
- Which step of the ITIL continual improvement model is concerned with establishing an objective, measured baseline of the current situation? machine-checked
- An improvement has been implemented and measurement has confirmed the targets were met. The team disbands and within six months the old behaviour has returned. Which step of the continual improvement model was neglected? machine-checked
- What is the purpose of a continual improvement register? machine-checked
- An organization creates a small continual improvement team and tells everyone else to refer all improvement ideas to it and otherwise concentrate on their day jobs. Why is this approach flawed? machine-checked
- A team beginning an improvement is tempted to declare the current process a failure and design a replacement from a blank sheet. Which guiding principle most directly challenges this, and at which step of the continual improvement model does it bite hardest? machine-checked
- Rather than attempting one large transformation, an organization plans a series of small improvement cycles, each measured and reviewed before the next is started. Which guiding principle is being applied? machine-checked
- How does the continual improvement practice relate to the 'improve' activity of the service value chain? machine-checked
Drill this objective
The trainer can run a practice set drawn from this objective alone, which is what the weight column above is for: revise the heavy objectives first.
Practise Seven ITIL practices in detail
The other objectives in ITIL 4 Foundation
- 1. Key concepts of service management — 12.5% of the exam
- 2. The ITIL guiding principles — 15% of the exam
- 3. The four dimensions of service management — 5% of the exam
- 4. The ITIL service value system — 2.5% of the exam
- 5. The service value chain — 5% of the exam
- 6. Purpose and key terms of 15 ITIL practices — 12.5% of the exam