Download ITIL ITIL-4-Foundation Mock Test Study Material
ITIL-4-Foundation Questions Prepare with Learning Information
ITIL 4 Foundation Certification Exam is ideal for IT professionals who are involved in IT service management, including service desk managers, IT support staff, IT project managers, and IT leaders. ITIL 4 Foundation Exam certification is also beneficial for professionals who wish to enhance their knowledge and skills in IT service management and improve their career prospects. ITIL 4 Foundation Certification Exam is recognized globally and is highly valued by organizations that use the ITIL framework for their IT service management processes.
ITIL 4 Foundation exam is an entry-level certification that provides a solid foundation for understanding the ITIL framework. It covers the four dimensions of service management, including organizations and people, information and technology, partners and suppliers, and value streams and processes. ITIL-4-Foundation exam also covers the ITIL service value system (SVS), which is the core of the ITIL framework. The SVS includes various components, such as the ITIL guiding principles, governance, service value chain, and continual improvement.
NEW QUESTION # 299
Which should be handled by 'service request management'?
- A. A request to implement a security patch
- B. A request to resolve an error in a service
- C. A request to provide a laptop
- D. A request to change a target in a service level agreement
Answer: A
Explanation:
Explanation/Reference: https://www.atlassian.com/itsm/service-request-management
NEW QUESTION # 300
Which practice provides a single point of contact for users?
- A. Incident management
- B. Service request management
- C. Service desk
- D. Change control
Answer: C
NEW QUESTION # 301
Which of the four dimensions' focuses on roles responsibilities and systems of authority?
- A. Information and technology
- B. Partners and suppliers
- C. Value streams and processes
- D. Organizations and people
Answer: D
Explanation:
Organizations and people is one of the four dimensions of service management that influence the effectiveness and efficiency of service delivery1. This dimension focuses on the roles, responsibilities, and systems of authority that are needed to deliver and support services2. This dimension also covers the culture, skills, competencies, and collaboration of the people involved in service management3. References: ITIL Foundation
- ITIL 4 Edition, page 8; ITIL 4 - A Pocket Guide, page 19; ITIL 4 Practice Guide: Organizational Change Management, page 7.
NEW QUESTION # 302
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
- A. Optimize and automate
- B. Start where you are
- C. Collaborate and promote visibility
- D. Keep it simple and practical
Answer: D
NEW QUESTION # 303
Service transition contains detailed descriptions of which processes?
- A. Service level management, service portfolio management, service asset and configuration management
- B. Change management, capacity management, event management, service request management
- C. Service asset and configuration management, release and deployment management, request fulfillment
- D. Change management, service asset and configuration management, release and deployment
management
Answer: D
NEW QUESTION # 304
Which TWO BEST describe the guiding principles?
Short term
Standards
Recommendations
Long-term
- A. 1 and 4
- B. 2 and 3
- C. 3 and 4
- D. 1 and 2
Answer: C
Explanation:
A guiding principle is a recommendation that provides universal and enduring guidance to an organization, which applies in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.
https://www.bmc.com/blogs/itil-guiding-principles/#:~:text=A%20guiding%20principle%20is%20a,of%20work%2C%20or%20management%20structure.
NEW QUESTION # 305
Which is an activity in the 'Problem control' phase of problem management?
- A. Reviewing incident records to identity trends
- B. Implementing a technical fix to resolve an issue
- C. Re-assessing a known error to manage the ongoing impact.
- D. Documenting the steps in workaround
Answer: D
Explanation:
Problem Control. Problem control activities include problem analysis and documenting workarounds and known errors.
Just like incidents, problems will be prioritized based on the risk they pose in terms of probability and impact to services. Focus should be given to problems that have highest risk to services and service management.
https://www.bmc.com/blogs/itil-problem-management/#:~:text=2.,probability%20and%20impact%20to%20serv
NEW QUESTION # 306
Which is an activity of 'problem identification'?
- A. Analyzing information from software developers
- B. Establishing problem workarounds
- C. Analyzing the cause of problems
- D. Establishing potential permanent solutions
Answer: A
NEW QUESTION # 307
Which is a purpose of the 'relationship management' practice?
- A. To protect the information needed by the organization to conduct its business
- B. To identify, analyze, monitor, and continually improve links with stakeholders
- C. To systematically observe services and service components
- D. To be the entry point and single point of contact for the service provider with all of its users
Answer: B
NEW QUESTION # 308
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity
assessments?
- A. Incident management
- B. Service request management
- C. Continual improvement
- D. Problem management
Answer: C
NEW QUESTION # 309
Which is included in the purpose of the 'improve' value chain activity?
- A. Ensuring that services continually meet expectations for quality, costs, and lime to market
- B. Ensuring continual engagement and good relationships with all stakeholders
- C. Ensuring the continual improvement of practices across all value chain activities
- D. Ensuring a shared understanding of the improvement direction for services across the organization
Answer: C
Explanation:
Explanation
The purpose of the improve value chain activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
https://wiki.process-symphony.com.au/framework/lifecycle/service-value-systemitil-4/#:~:text=The%20purpose
NEW QUESTION # 310
Which activity is NOT recommended by the 'start where you are' guiding principle?
- A. Using source data to avoid any unintentional data distortion found in reports
- B. Applying risk management when considering to introduce new processes
- C. Discarding existing processes before assessing their usefulness
- D. Involving people who are not familiar with a service when observing and assessing its activities
Answer: C
Explanation:
The 'start where you are' guiding principle advises organizations to observe and understand the current state of affairs before initiating any improvement or change1. This principle also recommends using source data, involving people who know the service, and applying risk management when considering new processes2. However, this principle does not suggest discarding existing processes before assessing their usefulness, as this would be wasteful and potentially harmful3. Reference: ITIL Foundation - ITIL 4 Edition, page 7; ITIL 4 - A Pocket Guide, page 26; ITIL 4 Practice Guide: Start Where You Are, page 9.
NEW QUESTION # 311
Which value chain activity ensures that service components meet agreed specifications?
- A. Design and transition
- B. Obtain/build
- C. Plan
- D. Deliver and support
Answer: B
NEW QUESTION # 312
Which usually requires a team of representatives from many stakeholder groups?
- A. Investigating a major incident
- B. Logging a new problem
- C. Authorizing an emergency change
- D. Fulfilling a service request
Answer: A
NEW QUESTION # 313
Which are phases of the release and deployment process?
1. Release build and test
2. Review and close
3. Categorize and record
4. Change authorization and schedule
- A. 2 and 4
- B. 1 and 2
- C. 1 and 3
- D. 3 and 4
Answer: B
NEW QUESTION # 314
What type of change is often used for resolving incidents or implementing security patches?
- A. Normal change
- B. Change model
- C. Emergency change
- D. Standard change
Answer: C
Explanation:
Explanation
A change that must be implemented as soon as possible without strictly following the standard process e.g. to resolve an incident or implement a security patch.
The process for assessment and authorization is expedited to ensure quick implementation, so scheduling and documentation is not a priority.
The change authority may be separate from what is standard or normal practice, typically smaller in number but with greater capacity to expedite approval.
https://www.bmc.com/blogs/itil-change-enablement/
NEW QUESTION # 315
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