ITIL ITIL-4-Foundation Free Practice Questions

NEW QUESTION 1

Arrange the following steps of software lifecycle in correct order.
* 1. Retire
* 2. Test
* 3. Operate
* 4. Deploy
* 5. Ideation
* 6. Develop
* 7. Design

• A. Ideation, Design, Develop, Deploy, Test, Operate, Retire
• B. Retire, Test, Operate, Deploy, Ideation, Develop, Design
• C. None of the above
• D. Ideation, Test, Develop, Deploy, Design, Operate, Retire

Answer: A

NEW QUESTION 2

Which statement about emergency changes is CORRECT?

• A. The testing of emergency can be eliminated in order to implement the change quickly
• B. The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly
• C. Emergency changes should be authorized and implemented as service requests
• D. Emergency changes must be fully documented before authorization and implementation

Answer: B

NEW QUESTION 3

Which is an external input to the service value chain?

• A. The ‘improve’ value chain activity
• B. An overall plan
• C. Customer requirements
• D. Feedback loops

Answer: C

NEW QUESTION 4

Which two are considered part of the ‘organizations and people’ dimension of service management?
* 1. Systems of authority
* 2. Culture
* 3. Relationships between organizations 4.Workflows

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

Answer: A

NEW QUESTION 5

Which activity is part of the 'continual improvement' practice?

• A. Populating and maintaining the asset register
• B. Providing a clear path for users to report issues, queries, and requests
• C. Delivering tactical and operational engagement with customers
• D. Identifying and logging opportunities

Answer: D

NEW QUESTION 6

Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

• A. Incident management
• B. Continual improvement
• C. Service request management
• D. Problem management

Answer: B

NEW QUESTION 7

In which TWO situations should the ITIL guiding principles be considered?
* 1. In every initiative
* 2. In relationships with all stakeholders
* 3. Only in specific initiatives where the principle is relevant
* 4. Only in specific stakeholder relationships where the principle is relevant

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

Answer: A

NEW QUESTION 8

How should automation be implemented?

• A. By initially concentrating on the most complex tasks
• B. By optimizing as much as possible first
• C. By replacing human intervention wherever possible
• D. By replacing the existing tools first

Answer: C

NEW QUESTION 9

Which statement about the steps to fulfill a service request is CORRECT?

• A. They should be complex and detailed
• B. They should be well-known and proven
• C. They should include incident handling
• D. They should be brief and simple

Answer: B

NEW QUESTION 10

Which term describes the functionality offered by a service?

• A. cost
• B. Utility
• C. Warranty
• D. Risk

Answer: B

NEW QUESTION 11

Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?

• A. Progress iteratively with feedback
• B. Think and work holistically
• C. Keep it simple and practical
• D. Focus on value

Answer: C

NEW QUESTION 12

Which practice establishes a channel between the service provider and its users?

• A. Relationship management
• B. Change enablement
• C. Supplier management
• D. Service desk

Answer: D

Explanation:
Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-management-practices-processes

NEW QUESTION 13

How does a service consumer contribute to the reduction of disk?

• A. By paying for the service
• B. By managing server hardware
• C. By communicating constraints
• D. By managing staff availability

Answer: C

NEW QUESTION 14

Which describes the utility of a service?

• A. A service that is fit for use
• B. A service that meets its service level targets
• C. A service that increases constraints on the consumer
• D. A service that supports the performance of the consumer

Answer: D

NEW QUESTION 15

What includes governance as a component?

• A. Practices
• B. The service value chain
• C. The service value system
• D. The guiding principles

Answer: C

NEW QUESTION 16

Which practice provides a communications point for users to report operational issues, queries and requests?

• A. Incident management
• B. Continual improvement
• C. Service desk
• D. Relationship management

Answer: C

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 17

Which guiding principle says that services and processes should NOT provide a solution for every exception?

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

Answer: A

NEW QUESTION 18

Which of the following should IT service continuity strategy be based on?
* 1. Design of the service metrics
* 2. Business continuity strategy
* 3. Business impact analysis (BIA)
* 4. Risk assessment

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

Answer: C

NEW QUESTION 19

Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?

• A. Focus on value
• B. Collaborate and promote visibility
• C. Think and work holistically
• D. Keep it simple and practical

Answer: B

NEW QUESTION 20

Which is a key requirement for a successful service level agreement (SLA)?

• A. Using individual metrics that relate to the service catalogue
• B. Using bundled metrics to relate performance to outcomes
• C. Using single-system-based metrics that relate to outputs
• D. Using an agreement between the service provider and service supplier

Answer: B

NEW QUESTION 21
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