ITIL ITIL-4-Foundation Free Practice Questions

NEW QUESTION 1

Which skill is an essential part of the 'service level management' practice?

• A. Problem analysis
• B. Technical knowledge
• C. Listening
• D. Diagnosis

Answer: C

NEW QUESTION 2

Which guiding principle considers customer and user experience?

• A. Collaborate and promote visibility
• B. Focus on value
• C. Start where you are
• D. Keep it simple and practical

Answer: B

NEW QUESTION 3

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

• A. problem
• B. risk
• C. change
• D. configuration item

Answer: C

NEW QUESTION 4

What does ‘change enablement’ PRIMARILY focus on?

• A. Changes to service levels
• B. Changes to products and services
• C. Changes to organizational structure
• D. Changes to skills and competencies

Answer: B

NEW QUESTION 5

What is the reason for using a balanced bundle of service metrics?

• A. It reduces the number of metrics that need to be collected
• B. It reports each service element separately
• C. It provides an outcome-based view of services
• D. It facilitates the automatic collection of metrics

Answer: C

NEW QUESTION 6

What describes the steps needed to create and deliver a specific service to a consumer?

• A. Service management
• B. Practices
• C. A value stream
• D. Service level management

Answer: C

NEW QUESTION 7

When is the earliest that a workaround can be documented in ‘problem management’?

• A. After the problem has been logged
• B. After the problem has been prioritized
• C. After the problem has been analyzed
• D. After the problem has been resolved

Answer: C

NEW QUESTION 8

What is the purpose of the ‘deployment management’ practice?

• A. To ensure services achieve agreed and expected performance
• B. To make new or changed services available for use
• C. To move new or changed components to live environments
• D. To set clear business-based targets for service performance

Answer: C

NEW QUESTION 9

What is a change schedule used for?

• A. To help plan emergency changes
• B. To help authorize standard changes
• C. To help assign a change authority
• D. To help manage normal changes

Answer: D

NEW QUESTION 10

Which TWO statements about an organization’s culture are CORRECT? (Choose two.)
* 1. It is created from shared values based on how it carries out its work
* 2. It is determined by the type of technology used to support services
* 3. It should be based on the culture of prospective suppliers
* 4. It should be based on the objectives of the organization

• A. 1 and 2
• B. 2 and 3
• C. 3 and 4
• D. 1 and 4

Answer: D

NEW QUESTION 11

Why should incidents be prioritized?

• A. To help automated matching of incidents to problems or known errors
• B. To identify which support team the incident should be escalated to
• C. To ensure that incidents with the highest business impact are resolved first
• D. To encourage a high level of collaboration within and between teams

Answer: C

NEW QUESTION 12

Which is a key activity carried out in the ‘did we get there?’ step of the ‘continual improvement’ model?

• A. Define measurable targets
• B. Perform baseline assessments
• C. Execute improvement actions
• D. Evaluate measurements and metrics

Answer: D

NEW QUESTION 13

What is the effect of increased automation on the 'service desk1 practice?

• A. Increased ability to focus on fixing technology instead of supporting people
• B. Greater ability to focus on customer experience when personal contact is needed
• C. Elimination of the need to escalate incidents to support teams
• D. Decrease in self-service incident logging and resolution

Answer: B

NEW QUESTION 14

What should be used to set user expectations for request fulfilment times?

• A. The consumer demand for the service
• B. The time that the customer indicates for service delivery
• C. The service levels of the supplier
• D. The time needed to realistically deliver the service

Answer: D

NEW QUESTION 15

What is defined as an unplanned interruption or reduction in the quality of a service?

• A. An incident
• B. A problem
• C. A change
• D. An event

Answer: A

NEW QUESTION 16

Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?

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

Answer: C

NEW QUESTION 17

Which practice involves the management of vulnerabilities that were not identified before the service went live?

• A. Service request management
• B. Problem management
• C. Change control
• D. Service level management

Answer: B

NEW QUESTION 18

Identify 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 [?], and the CIs that support them, is available when and where it is needed.

• A. relationships with suppliers
• B. configuration of services
• C. skills of people
• D. authorization of changes

Answer: B

Explanation:
Reference: https://wiki.process-symphony.com.au/framework/lifecycle/process/service-configuration- management-itil-4/

NEW QUESTION 19

Which statement about outcomes is CORRECT?

• A. Outcomes help service consumers achieve outputs
• B. Outcomes are one or more services that fulfil the needs of a service consumer
• C. Service providers help service consumers achieve outcomes
• D. Helping service consumers achieve outcomes reduces service provider costs

Answer: C

NEW QUESTION 20

Which statement about the known error database (KEDB) is CORRECT?

• A. It is maintained by the service desk and updated with the details of each new incident
• B. It is a part of the configuration management database (CMDB) and contains workarounds
• C. It is maintained by problem management and is used by the service desk to help resolve incidents
• D. It is maintained by incident management and contains solutions to be implemented by problem management

Answer: C

NEW QUESTION 21
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