ITIL itilfnd-v4 practice test
ITIL 4 Foundation
Question 1
What is defined as a change of state that has significate for the management of an IT service?
- A. Event
- B. Incident
- C. Problem
- D. Known error
Answer:
A
Question 2
What is the primary focus of business capacity management?
- A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology
- B. Review of all capacity supplier agreements and underpinning contracts with supplier management
- C. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services
- D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion
Answer:
D
Question 3
What is the purpose of the 'relationship management' practice?
- A. To establish and nurture the links between the organization and its stakeholders
- B. To align the organization's practices and services with changing business needs
- C. To set clear business-based targets for service performance
- D. To support the agreed quality of a service handling all agreed, user-initiated service requests
Answer:
A
Question 4
Which process works with incident management to ensure that security breaches are detected and logged?
- A. Change management
- B. Service level management
- C. Access management
- D. Continual service improvement
Answer:
C
Question 5
What impact does automation have on a service desk?
- A. Less low level work and a greater ability to focus on user experience
- B. Increased phone contact and a reduced ability to focus on user experience
- C. Ability to work from multiple locations, geographically dispersed
- D. Ability to work from a single centralized location
Answer:
A
Question 6
What helps diagnose and resolve a simple incident?
- A. Rapid escalation
- B. Formation of a temporary team
- C. The use of scripts
- D. Problem prioritization
Answer:
C
Question 7
Which statement about emergency changes is CORRECT?
- A. Emergency changes are low risk and well understood
- B. Emergency changes are not usually recorded in the change schedule
- C. It is necessary to complete all documentation before an emergency change is implemented
- D. Authorization of emergency changes may be deferred until after implementation
Answer:
B
Question 8
Which is included in the purpose of the ‘service level management’ practice?
- A. To maximize the number of successful service and product changes
- B. To ensure accurate information about the configuration of services is available
- C. To set clear business-based targets for service levels
- D. To ensure that suppliers and their performance are managed appropriately
Answer:
C
Question 9
Which practice helps to ensure that the services delivered to customers are aligned with their needs?
- A. Service request management
- B. Change enablement
- C. Service level management
- D. Problem management
Answer:
C
Explanation:
Reference: https://www.bmc.com/blogs/itil-change-enablement/
Question 10
Which is an objective of the design coordination process?
- A. To produce service design packages and ensure they are handed over to service transition
- B. To assess and evaluate all changes and their impact on service designs
- C. To document the initial structure and relationship between services and customers
- D. To gather and document new service level requirements from the customer
Answer:
A
Question 11
When should a workaround be created?
- A. As soon as possible, once the incident is logged
- B. After the resolution of a problem
- C. When a problem cannot be resolved quickly
- D. When a potential permanent solution has been identified
Answer:
C
Explanation:
Reference: https://www.globalknowledge.com/us-en/resources/resource-library/articles/incidents-and-problems-
workarounds/
Question 12
Which is a key requirement for successful service level agreements (SLAs)?
- A. They should be based on system-based metrics which are useful to the service provider
- B. They should be written using language and terms which all parties will understand
- C. They should be carried forward, unchanged, from one year to the next to enable consistent service
- D. They should avoid ambiguous targets such as those relating to user experience
Answer:
B
Question 13
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/
Question 14
Which statement about problems is CORRECT?
- A. Problems are not related to incidents.
- B. Problems must be resolved quickly in order to restore normal business activity.
- C. Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis.
- D. Problem prioritization involves risk assessment.
Answer:
B
Explanation:
Reference: https://www.bmc.com/blogs/itil-problem-management/
Question 15
Which activity is NOT recommended by the ‘start where you are’ guiding principle?
- A. Applying risk management when considering to introduce new processes
- B. Discarding existing processes before assessing their usefulness
- C. Involving people who are not familiar with a service when observing and assessing its activities
- D. Using service data to avoid any unintentional data distortion found in reports
Answer:
B