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ITIL ITIL-4-Foundation Sample Question Answers
Question # 1
Which term is used to describe removing something that could have an effect on a service?
A. A change B. An incident C. An IT asset D. A problem
Answer: A
Question # 2
Which practice has a purpose that includes managing authentication and non-repudiation?
A. Information security management B. Change enablement C. Service configuration management D. IT asset management
Answer: A
Question # 3
What is the difference between the 'incident management' and 'service desk' practices?
A. Incident management restores service operation, service desk provides communication with users B. incident management manages interruptions to service desk monitors achieved service quality C. incident management resolves issues, service desk investigates the underlying causes of issues D. incident management resolves complex issues, service desk resolve simpler issues.
Answer: A
Question # 4
Which of the following is included in the purpose of the 'continual improvement' practice?
A. The restoration of normal service operation as quickly as possible B. The establishment of links between the organization and its stakeholders at strategic
and tactical levels C. The alignment of the organization's practices and services with changing business needs D. The reduction of the likelihood and impact of incidents
Answer: C
Question # 5
Which statement about outcomes is CORRECT?
A. Outcomes enable products to be delivered to a stakeholder B. An outcome defines the amount of money spent on technology for a service C. An outcome depends on at least one output to deliver a result D. Outcomes provide assurance to stakeholders on how a service performs
Answer: C
Question # 6
Which of the following statements is included in the 'improve' value chain activity's
purpose'?
A. Ensure the continual improvement of practices across all value chain activities B. Ensure services continually meet expectations for quality costs, and time to market C. Ensure a shared understanding of the improvement direction for services across the organization D. Ensure continual engagement and good relationships with all stakeholders
Answer: A
Question # 7
What can a change schedule be used for?
A. Speeding up the planning and authorization of emergency changes B. Providing information about deployed changes to help manage incidents and problems. C. Tracking and managing improvement ideas from identification through to final action D. Providing a way to initiate normal changes
Answer: B
Question # 8
Which is the MOST LIKELY way of resolving major incidents?
A. Users establishing a resolution using serf-help B. The service desk identifying the cause and a resolution C. A temporary team working together to identity a resolution D. A support team following detailed procedures for investigating the incident
Answer: C
Question # 9
What is included in the purpose of the 'release management' practice?
A. Authorizing changes to proceed B. Making new features available for use C. Moving new software to live environments D. Ensuring information about services is available
Answer: C
Question # 10
Why should a service level agreement include bundles of metrics?
A. To ensure that the service levels have been agreed with customers B. To reduce the number of metrics that need to be measured and reported C. To ensure that all services are included in the service reports D. To help focus on business outcomes, rather than operational result.
Answer: D
Question # 11
Which practice MOST requires staff who demonstrate skills such as empathy and
emotional intelligence?
A. Service request management B. Service desk C. Problem management D. Continual management
Answer: B
Question # 12
Which is part of the value proposition of a service?
A. Costs removed from the consumer by the service B. Costs imposed on the consumer by the service C. Outputs of the service received by the consumer D. Risks imposed on the consumer by the service
Answer: A
Question # 13
Identity the missing word in the following sentence
The purpose of the service configuration management practice is to ensure that accurate
and reliable information about the configuration of [?], and the CIs that support them, is
available when and where it is needed
A. organizations B. outcomes C. relationships D. services
Answer: D
Question # 14
What is the definition of “service management”?
A. A result for a stakeholder enabled by one or more outputs B. A formal description of one or more services, designed to address the needs of a target consumer group C. Join activities performed by a service provider and a service consumer to ensure continual value co-creation D. A set of specialized organizational capabilities for enabling value for customers in the form of services.
Answer: D
Question # 15
What is defined as "the role that uses services?
A. Service consumer B. Customer C. User D. Sponsor
Answer: C
Question # 16
What is defined as "any component that needs to be managed in order to deliver an IT
service"?
A. An event B. An IT asset C. A configuration item D. A change
Answer: C
Question # 17
Which is the BEST type of resource for investigating complex incidents?
A. Self-help systems B. Knowledgeable support staff C. Detailed work instructions D. Disaster recovery plans
Answer: B
Question # 18
Which practice guarantees that users have a range of access channels to choose from to
report problems?
A. Service desk B. Service level management C. Incident management D. Change enablement
Answer: A
Question # 19
Which organization delivers output or outcomes of a service?
A. A service consumer delivers outcomes of the service B. A service provider delivers outcomes of the service C. A service consumer delivers outputs of the service D. A service provider delivers outputs of the service
Answer: D
Question # 20
What is the customer of a service responsible for?
A. Authorizing the budget for the service B. Provisioning the service C. Defining the requirements for the service D. Using the service
Answer: C
Question # 21
Identify the missing word in the following sentence.
The purpose of the service configuration management practice to to ensure mat accurate
and reliable information about the configuration of [?], and the is that support mem, is
available when and where it to needed.
A. organizations B. outcomes C. IT assets D. services
Answer: C
Question # 22
Identify the missing word(s) in the following sentence.
A(n) [?] is the cause, or potential cause, of one or more incidents.
A. Known error B. Change C. Event D. Problem
Answer: D
Question # 23
A service will be unavailable for the next two hours for unplanned maintenance. Which
practice is MOST LIKELY to be involved in managing this?
A. Incident management B. Service Request management C. Change enablement D. Service request management
Answer: C
Question # 24
What are the KEY stakeholder groups mat service providers should cooperate with?
A. Suppliers B. Customers C. Relationship managers D. Developers
Answer: B
Question # 25
Which is recommended as pan of the 'progress iteratively with feedback' guiding principle?
A. Prohibit changes to plans after they have been finalized B. Analyse the whole situation in detail before taking any action C. Reduce the number of steps that produce tangible results D. Organize work into small manageable units
Answer: D
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