ITIL ITIL-4-Foundation Free Practice Questions

NEW QUESTION 1
How should the workflow for a new service request be designed?

• A. Use a single workflow for all types of service request
• B. Leverage existing workflows whenever possible
• C. Use different workflows for each type of service request
• D. Avoid workflows for simple service requests

Answer: B

NEW QUESTION 2
What helps diagnose and resolve a simple incident?

• A. Rapid escalation
• B. Formation of a temporary team
• C. The use of scripts
• D. Problem prioritization

Answer: C

NEW QUESTION 3
Which is one of the five aspects of service design?

• A. Management information systems and tools
• B. Risk analysis and management approach
• C. Management policy for business case creation
• D. Corporate governance and policy

Answer: A

NEW QUESTION 4
Which is a service request?

• A. Requesting a workaround for an issue
• B. Requesting information about how to create a document
• C. Requesting an enhancement to an application
• D. Requesting investigation of a degraded service

Answer: B

NEW QUESTION 5
What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?

• A. The problem record is deleted
• B. The problem remains in the known error status
• C. A change request is submitted to change control
• D. Problem management restores the service as soon as possible

Answer: B

NEW QUESTION 6
Which is intended to help an organization adopt and adapt ITIL guidance?

• A. The four dimensions of service
• B. Practices
• C. The service value chain
• D. The guiding principles

Answer: D

NEW QUESTION 7
Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?

• A. Relationship management
• B. IT asset management
• C. Release management
• D. Service desk

Answer: B

NEW QUESTION 8
What is defined as a cause, or potential cause, of one or more incidents?

• A. Change
• B. Event
• C. Known error
• D. Problem

Answer: D

NEW QUESTION 9
What is an event?

• A. The addition, modification, or removal of anything that could have a direct or indirect effect on services
• B. Any change of state that has significance for the management of a service or other configuration item
• C. Cause of one or more incidents
• D. An unplanned interruption to a service or reduction in the quality of a service

Answer: B

NEW QUESTION 10
Which service management dimension is focused on activities and how these are coordinated?

• A. Partners and suppliers
• B. Information and technology
• C. Value streams and processes
• D. Organizations and people

Answer: C

NEW QUESTION 11
When should the effectiveness of a problem workaround be assessed?

• A. Whenever the workaround is used
• B. Whenever the problem is resolved
• C. Whenever the workaround becomes a known error
• D. Whenever the problem is prioritized

Answer: A

NEW QUESTION 12
Which is an objective of the design coordination process?

• A. To produce service design packages and ensure they are handed over to service transition
• B. To assess and evaluate all changes and their impact on service designs
• C. To document the initial structure and relationship between services and customers
• D. To gather and document new service level requirements from the customer

Answer: A

Explanation:
D18912E1457D5D1DDCBD40AB3BF70D5D

NEW QUESTION 13
What is typically needed to assign complex incidents to support groups?

• A. The incident priority
• B. The incident category
• C. A change schedule
• D. A self-help tool

Answer: B

NEW QUESTION 14
Identify the missing word in the following sentence.
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].

• A. assets
• B. values
• C. elements
• D. services

Answer: D

NEW QUESTION 15
What should be done for every problem?

• A. It should have a workaround to reduce the impact
• B. It should be prioritized based on its potential impact and probability
• C. It should be resolved so that it can be closed
• D. It should be diagnosed to identify possible solutions

Answer: B

NEW QUESTION 16
Which statement about metrics is CORRECT?

• A. Process metrics can be used to measure end-to-end service performance
• B. Technology metrics can be used to measure component performance and availability
• C. Process metrics can be used to measure the utilization of a supplier’s network
• D. Technology metrics can be used to determine the overall health of a process

Answer: B

NEW QUESTION 17
What should a release policy include?

• A. The process owner and process manager for each type of release
• B. The roles and responsibilities for incident and problem resolution
• C. The naming convention and expected frequency of each type of release
• D. The naming convention for all configuration items (CI) recorded in the configuration management system(CMS)

Answer: C

NEW QUESTION 18
Which guiding principle helps to ensure that better information is available for decision making?

• A. Keep it simple and practical
• B. Collaborate and promote visibility
• C. Optimize and automate
• D. Think and work holistically

Answer: B

NEW QUESTION 19
Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?

• A. Optimize and automate
• B. Start where you are
• C. Focus on value
• D. Progress iteratively with feedback

Answer: D

NEW QUESTION 20
Which is a purpose of the 'engage' value chain activity?

• A. Meeting expectations for quality, costs and time-to-market
• B. Ensuring the continual improvement of services
• C. Ensuring that the organization's vision is understood
• D. Providing transparency and good relationships

Answer: D

NEW QUESTION 21
......