ITIL-4-Foundation Exam - ITIL 4 Foundation

NEW QUESTION 1

Which practice helps to ensure that the services delivered to customers are aligned with their needs?

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

Answer: D

NEW QUESTION 2

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 3

Which statement about outcomes is CORRECT?

• A. An outcome can be enabled by more than one output
• B. Outcomes are how the service performs
• C. An output can be enabled by one or more outcomes
• D. An outcome is a tangible or intangible activity

Answer: A

NEW QUESTION 4

Which function is responsible for the management of a data centre?

• A. Technical management
• B. Service desk
• C. Application management
• D. Facilities management

Answer: D

Explanation:
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NEW QUESTION 5

Which statement about change management is CORRECT?

• A. It optimizes overall business risk
• B. It optimizes financial exposure
• C. It ensures that all changes are authorized by the change advisory board (CAB)
• D. It ensures that service requests follow the normal change management process

Answer: C

NEW QUESTION 6

What are the ITIL guiding principles used for?

• A. To help an organization make good decisions
• B. To direct and control an organization
• C. To identify activities that an organization must perform in order to deliver a valuable service
• D. To ensure that an organization’s performance continually meets stakeholders’ expectations

Answer: A

NEW QUESTION 7

Which activity is part of the ‘continual improvement practice?

• A. handing compliments and complaints from user to identify improvements.
• B. Improving relationships with and between stakeholders.
• C. Prioritizing and creating business cases for improvement initiatives.
• D. Identifying the cause unplanned interruptions to service.

Answer: C

NEW QUESTION 8

Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific circumstances?

• A. Continual improvement
• B. Service value chain
• C. Practices
• D. Guiding principles

Answer: A

NEW QUESTION 9

Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].

• A. existing information
• B. new methods
• C. additional measurements
• D. revised processes

Answer: A

NEW QUESTION 10

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 resolves complex issues, service desk reserves simpler issues
• C. Incident What is the difference between the 'incident management" and 'service
• D. Incident management manages interruptions to services, service desk monitors achieved service quality

Answer: A

Explanation:
The incident management practice aims to minimize the negative impact of incidents by restoring normal service operation as quickly as possible1. This practice involves logging, categorizing, prioritizing, investigating, resolving, and closing incidents2. The service desk practice provides a single point of contact fo users and customers to report issues, make requests, or seek guidance1. This practice involves providing communication with users, capturing feedback, managing user satisfaction, and facilitating continual improvement3. References: ITIL Foundation - ITIL 4 Edition, page 14; ITIL® 4 – A Pocket Guide, page 32; ITIL® 4 Practice Guide: Incident Management, page 7.

NEW QUESTION 11

Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?

• A. Problem identification
• B. Problem control
• C. Error control
• D. Problem analysis

Answer: C

Explanation:
Error control also regularly re-assesses the status of known errors that have not been resolved, taking acc of the overall impact on customers and/or service availability, and the cost of permanent resolutions, and effectiveness of workarounds
https://www.bmc.com/blogs/itil-problem-management/#:~:text=Error%20control%20also%20regularly%20re,re

NEW QUESTION 12

Which statement about ‘continual improvement’ is CORRECT?

• A. All improvement ideas should be logged in a single ‘continual improvement register’
• B. A single team should carry out ‘continual improvement’ across the organization
• C. ‘Continual improvement’ should have minimal interaction with other practices
• D. Everyone in the organization is responsible for some aspects of ‘continual improvement’

Answer: D

NEW QUESTION 13

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 14

In which case would a problem be logged?

• A. When the cause is identified but not resolved
• B. After analysis of error information from a supplier
• C. When a user reports an unplanned service interruption
• D. Alter a workaround is identified and documented

Answer: A

NEW QUESTION 15

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 16

Which describe a 'change authority'?

• A. a model used to determine who will assess a change
• B. A person who approves a change
• C. A tool used to help plan changes
• D. A way to manage the people aspects of change

Answer: C

NEW QUESTION 17

What is a problem?

• A. An addition or modification that could have an effect on services
• B. Any change of state that has significance for the management of a configuration item
• C. A cause or potential cause of one or more incidents
• D. An unplanned reduction in the quality of a service

Answer: C

NEW QUESTION 18

Which is a purpose of the ‘relationship management’ practice?

• A. To systematically observe services and service components
• B. To protect the information needed by the organization to conduct its business
• C. To be the entry point and single point of contact for the service provider with all of its users
• D. To identify, analyze, monitor, and continually improve links with stakeholders

Answer: D

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

NEW QUESTION 19

Which describes a standard change?

• A. A high-risk change that needs very thorough assessment
• B. A change that is typically implemented as a service request
• C. A change that must be implemented as soon as possible
• D. A change that needs to be scheduled, assessed and authorized following a defined process

Answer: B

NEW QUESTION 20

What are guiding principles?

• A. A set of interconnected activities that help an organization deliver a valuable service
• B. A description of one or more services that help address the needs of a target consumer group
• C. A set of specialized organizational capabilities for enabling value for customers
• D. Recommendations that help an organization when adopting a service management approach

Answer: D

NEW QUESTION 21
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