Free ITIL-4-Foundation Sample Questions and 100% Cover Real Exam Questions (Updated 430 Questions)
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ITIL ITIL-4-Foundation Exam Syllabus Topics:
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NEW QUESTION 70
Why should a service level manager carry out regular service reviews?
- A. To capture information about service issues and performance against agreed goals
- B. To ensure continual improvement of services, so that they meet the evolving needs of service consumers
- C. To collect information about service consumer goals and objectives
- D. To ensure that agreements are written simply and are easy to understand
Answer: A
NEW QUESTION 71
Which practice is responsible for moving new or changed components to live or other environments?
- A. Deployment management
- B. Release management
- C. Change enablement
- D. Supplier management
Answer: A
Explanation:
Explanation/Reference: https://www.sysaid.com/blog/entry/itil-4-practices-whats-new-and-changed
NEW QUESTION 72
Which statement about the 'incident management' practice is CORRECT?
- A. It maintains detailed procedures for diagnosing incidents.
- B. It resolves the highest impact incidents first.
- C. It authorizes changes to resolve incidents.
- D. It identifies the cause of major incidents.
Answer: B
Explanation:
Reference: https://www.bmc.com/blogs/itil-incident-management/
NEW QUESTION 73
Which value chain activity communicates the current status of all four dimensions of service management?
- A. Plan
- B. Improve
- C. Engage
- D. Obtain/build
Answer: A
NEW QUESTION 74
What is recommended by the guiding principle 'progress iteratively with feedback'?
- A. The identification of all interested parts at the start of an improvement initiative
- B. An assessment of how all the parts of an organization will affect an improvement initiative
- C. An improvement initiative that is broken into a number of manageable sections
- D. A current state assessment that is carried out at the start of an improvement initiative
Answer: C
NEW QUESTION 75
Which is a purpose of the 'relationship management' practice?
- A. To identify, analyze, monitor, and continually improve links with stakeholders
- B. To be the entry point and single point of contact for the service provider with all of its users
- C. To systematically observe services and service components
- D. To protect the information needed by the organization to conduct its business
Answer: A
Explanation:
Explanation/Reference: https://wiki.process-symphony.com.au/framework/lifecycle/process/relationship-management-itil-4/
NEW QUESTION 76
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
- A. Keep is simple and practical
- B. Progress iteratively with feedback
- C. Start where you are
- D. Focus on value
Answer: C
NEW QUESTION 77
What is the purpose of the 'information security management1 practice?
- A. To ensure that accurate and reliable information about the configuration of services is available when
and where it is needed - B. To protect the information needed by the organization to conduct its business
- C. To plan and manage the full lifecycle of all IT assets
- D. To observe services and service components
Answer: B
NEW QUESTION 78
Which statement about the service value chain is CORRECT?
- A. The service value chain converts value into demand
- B. Each value chain activity identifies a requirement for resources from an external supplier
- C. Each value chain activity uses different combinations of practices to convert inputs into outputs
- D. The service value chain uses value streams to describe a combination of consumers and providers
Answer: C
NEW QUESTION 79
How should the workflow for a new service request be designed?
- A. Use different workflows for each type of service request
- B. Avoid workflows for simple service requests
- C. Leverage existing workflows whenever possible
- D. Use a single workflow for all types of service request
Answer: C
NEW QUESTION 80
Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
- A. Release management
- B. Monitoring and event management
- C. Relationship management
- D. Change enablement
Answer: D
Explanation:
Explanation/Reference: https://www.symphonysummit.com/products/what-is-it-service-management-itsm/
NEW QUESTION 81
Which 'service level management' activity helps staff to deliver a more business-focused service?
- A. Using complex technical terminology in service level agreements (SLAs)
- B. Creating targets based on the percentage of uptime of a service
- C. Measuring low-level operational activities
- D. Understanding the ongoing requirements of customers
Answer: D
NEW QUESTION 82
Which practice provides a communications point for users to report operational issues, queries and requests?
- A. Service desk
- B. Continual improvement
- C. Relationship management
- D. Incident management
Answer: A
Explanation:
The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users. It provides a clear path for users to report issues, queries, and requests, and have them acknowledged, classified, owned, and actioned.
https://www.bmc.com/blogs/itil-service-desk/
NEW QUESTION 83
Which should be handled by 'service request management'?
- A. A request to provide a laptop
- B. A request to implement a security patch
- C. A request to change a target in a service level agreement
- D. A request to resolve an error in a service
Answer: A
NEW QUESTION 84
Which guiding principle considers customer and user experience?
- A. Start where you are
- B. Focus on value
- C. Collaborate and promote visibility
- D. Keep it simple and practical
Answer: B
NEW QUESTION 85
Which is NOT a component of the service value system?
- A. The four dimensions of service management
- B. The guiding principles
- C. Practices
- D. Governance
Answer: A
NEW QUESTION 86
Which practice provides a communications point for users to report operational issues, queries and requests?
- A. Service desk
- B. Continual improvement
- C. Relationship management
The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users. It provides a clear path for users to report issues, queries, and requests, and have them acknowledged, classified, owned, and actioned.
https://www.bmc.com/blogs/itil-service-desk/ - D. Incident management
Answer: A
NEW QUESTION 87
Which statement about the 'continual improvement' practice is CORRECT?
- A. A single continual improvement register should be maintained by senior management.
- B. It is the role of senior management to authorize improvement initiatives.
- C. Training should be provided to those involved in continual improvement.
- D. Continual improvement participation should be limited to a small dedicated team.
Answer: B
Explanation:
Reference: https://www.bmc.com/blogs/itil-continual-improvement/
NEW QUESTION 88
Which practice helps to ensure that the services delivered to customers are aligned with their needs?
- A. Service level management
- B. Problem management
- C. Service request management
- D. Change enablement
Answer: A
NEW QUESTION 89
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