ITIL ITIL-4-Foundation Exam Questions Free Practice Test

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Questions # 1:

A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.

Options:

outputs

outcomes

costs

risks

Expert Solution

Questions # 2:

Which term describes the functionality offered by a service?

Options:

cost

Utility

Warranty

Risk

Expert Solution

Questions # 3:

Which statement about change management is CORRECT?

Options:

It optimizes overall business risk

It optimizes financial exposure

It ensures that all changes are authorized by the change advisory board (CAB)

It ensures that service requests follow the normal change management process

Expert Solution

Questions # 4:

What is a problem?

Options:

An addition or modification that could have an effect on services

Any change of state that has significance for the management of a configuration item

A cause or potential cause of one or more incidents

An unplanned reduction in the quality of a service

Expert Solution

Questions # 5:

What is a definition of a service improvement plan (SIP)?

Options:

A formal plan to implement improvements to a customer’s business processes

An input from availability management to service level management, detailing the service design plan

A formal plan to implement improvements to a service or process

An input from financial management for IT services to service level management, detailing the budget plan

Expert Solution

Questions # 6:

Which process is used to compare the value that new services offer with the value of the services they have

replaced?

Options:

Availability management

Capacity management

Service portfolio management

Service catalogue management

Expert Solution

Questions # 7:

Which practice may involve the initiation of disaster recovery?

Options:

Incident management

Service request management

Service level management

IT asset management

Expert Solution

Questions # 8:

Service transition contains detailed descriptions of which processes?

Options:

Change management, service asset and configuration management, release and deployment

management

Change management, capacity management, event management, service request management

Service level management, service portfolio management, service asset and configuration management

Service asset and configuration management, release and deployment management, request fulfillment

Expert Solution

Questions # 9:

What must always be done before an activity is automated?

Options:

Check that the activity has already been optimized

Check that suitable new technology has been purchased

Ensure that DevOps has been successfully implemented

Ensure the solution removes the need for human intervention

Expert Solution

Questions # 10:

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

Options:

Relationship management

Change enablement

Supplier management

Service desk

Expert Solution

Questions # 11:

Which term is used to describe the prediction and control of income and expenditure within an organization?

Options:

Charging

Governance

Budgeting

Accounting

Expert Solution

Questions # 12:

What is used to link activities within the service value chain?

Options:

Service level agreements

Inputs, outputs and triggers

Opportunity, demand and value

Service desk

Expert Solution

Questions # 13:

Which statement about the ‘change enablement’ practice is CORRECT?

Options:

Standard changes are those that need to be scheduled, assessed and authorized following a standard process

Normal changes are triggered by the creation of a change request which can be created manually or automated

Assessment and authorization of normal changes should be expedited to ensure they can be implemented quickly

There should be a separate change authority for standard changes which includes senior managers who understand the risks involved

Expert Solution

Questions # 14:

What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?

Options:

The problem record is deleted

The problem remains in the known error status

A change request is submitted to change control

Problem management restores the service as soon as possible

Expert Solution

Questions # 15:

Which dimension includes the knowledge needed for the management of services?

Options:

Organizations and people

Value streams and processes

Information and technology

Partners and suppliers

Expert Solution

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