ITIL ITIL-4-Foundation Free Practice Questions

NEW QUESTION 1

What is an incident?

• A. The planned removal of an item that might affect a service
• B. A result enabled by one or more outputs
• C. A possible future event that could cause harm
• D. A service interruption resolved by the use of self-help tools

Answer: D

NEW QUESTION 2

Which statement about the ‘incident management’ practice is CORRECT?

• A. It identifies the cause of major incidents.
• B. It authorizes changes to resolve incidents.
• C. It maintains detailed procedures for diagnosing incidents.
• D. It resolves the highest impact incidents first.

Answer: D

Explanation:
Reference: https://www.bmc.com/blogs/itil-incident-management/

NEW QUESTION 3

Which term relates to service levels aligned with the needs of service consumers?

• A. Service management
• B. Warranty
• C. Cost
• D. Utility

Answer: B

NEW QUESTION 4

Which is NOT a component of the service value system?

• A. The service value chain
• B. Opportunity and demand
• C. Continual improvement
• D. Governance

Answer: B

NEW QUESTION 5

How should an organization include third-party suppliers in the continual improvement of services?

• A. Ensure suppliers include details of their approach to service improvement in contracts
• B. Require evidence that the supplier uses agile development methods
• C. Require evidence that the supplier implements all improvements using project management practices
• D. Ensure that all supplier problem management activities result in improvements

Answer: A

NEW QUESTION 6

Which statement about outcomes is CORRECT?

• A. They are deliverables provided to service consumers.
• B. They allow service consumers to achieve a desired result.
• C. They provide products to service providers based on outputs.
• D. The co-create value for service providers by reducing costs and risks.

Answer: B

Explanation:
Reference: https://www.axelos.com/news/blogs/february-2015/difference-between-outputs-and-outcomes-in- itsm

NEW QUESTION 7

Which describes a CORRECT approach to change authorization?

• A. Changes included in the change schedule are pre-authorized and do not need additional authorization
• B. formal changes should be assessed and authorized before they are deployed
• C. Emergency changes should be authorized by as many people as possible to reduce risk
• D. formal changes are typically implemented as service requests and authorized by the service desk

Answer: B

NEW QUESTION 8

Where should all master copies of controlled software and documentation be stored?

• A. In the definitive capacity library
• B. In the definitive media library
• C. In the definitive security library
• D. In the definitive production library

Answer: B

NEW QUESTION 9

Which two practices use workarounds?

• A. Change enablement and continual improvement
• B. Change enablement and problem management
• C. Problem management and incident management
• D. Incident management and continual improvement

Answer: C

NEW QUESTION 10

Identify the missing word in the following sentence.
The purpose of the supplier management practice is to ensure that the organization’s suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.

• A. costs
• B. users
• C. value
• D. performances

Answer: D

NEW QUESTION 11

Which guiding principle recommends collecting data before deciding what can be re-used?

• A. Focus on value
• B. Keep it simple and practical
• C. Start where you are
• D. Progress interactively with feedback

Answer: C

NEW QUESTION 12

Which guiding principle focuses on reducing costs and human errors?

• A. Focus and value
• B. Collaborate and promote visibility
• C. Optimize and automate
• D. Think and work holistically

Answer: C

NEW QUESTION 13

What must always be done before an activity is automated?

• A. Check that the activity has already been optimized
• B. Check that suitable new technology has been purchased
• C. Ensure that DevOps has been successfully implemented
• D. Ensure the solution removes the need for human intervention

Answer: A

NEW QUESTION 14

Which statement about the 'continual improvement model' is CORRECT?

• A. Organizations should work through the steps of the model in the sequence in which they are presented
• B. The low of the model helps organizations to link improvements to its goals
• C. The model is applicable to only certain parts of the service value system
• D. Organizations should use an additional model or method to link improvements to customer value

Answer: A

NEW QUESTION 15

Which helps to manage an incident when it is unclear which support team should be working on the incident?

• A. Disaster recovery plans
• B. Swarming
• C. Target resolution times
• D. Self-help

Answer: B

Explanation:
Reference: https://www.bmc.com/blogs/itil-incident-management/

NEW QUESTION 16

What are the MOST important skills required by service desk staff?

• A. Incident analysis skills
• B. Technical skills
• C. Problem resolution skills
• D. Supplier management skills

Answer: A

NEW QUESTION 17

What is a service?

• A. A possible event that could cause harm or loss, or make it more difficult to achieve objectives
• B. A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
• C. A tangible or intangible deliverable of an activity
• D. Joint activities performed by a service provider and a service consumer to ensure continual value co- creation based on agreed and available service offerings

Answer: B

Explanation:
Reference: https://www.bmc.com/blogs/itil-key-concepts-service-management/

NEW QUESTION 18

What considerations influence the supplier strategy of an organization?

• A. Contracts and agreements
• B. Type of cooperation with suppliers
• C. Corporate culture of the organization
• D. Level of formality

Answer: C

NEW QUESTION 19

Which statement about the ‘four Ps’ of service design is CORRECT?

• A. Processes refers to skill and training
• B. Partners refers to suppliers and vendors
• C. People refers to technology and tools
• D. Products refers to producers and metrics

Answer: B

Explanation:
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NEW QUESTION 20

What can a service remove from the consumer and impose on the consumer?

• A. Utility
• B. Asset
• C. Cost
• D. Outcome

Answer: C

NEW QUESTION 21
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