ITIL ITIL-4-Foundation Exam Questions Free Practice Test

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Questions # 61:

Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?

Options:

A normal change

An emergency change

A standard change

A change model

Expert Solution

Questions # 62:

Which statement about the 'optimize and automate' guiding principle is CORRECT?

Options:

Activities should be automated before they are optimized

Automation is best applied to non-standard tasks

Technology eliminates the need for human intervention

Automation frees human resources for more complex activities

Expert Solution

Questions # 63:

Which activity contributes to the ‘where are we now?’ step of the ‘continual improvement’ model?

Options:

Executing improvement actions

Performing baseline assessments

Defining the improvement plan

Understanding the business mission

Expert Solution

Questions # 64:

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

Options:

1 and 2

2 and 3

3 and 4

1 and 4

Expert Solution

Questions # 65:

Which is a use of a continual improvement register?

Options:

Planning changes, assisting in communication, avoiding conflicts, and assigning resources

Selecting the right method, model or technique for identifying improvements

Tracking and managing improvement ideas from identification through to final action

Describing the services designed to meet the needs of a consumer group

Expert Solution

Questions # 66:

Identity the missing word(s) in the following sentence.

The purpose of the problem management practice is to reduce the likelihood and impact o' incidents by identifying actual and potential causes of incidents, and managing workarounds and [?].

Options:

events

charges

IT assets

known errors

Expert Solution

Questions # 67:

Which statement about managing incidents is CORRECT?

Options:

Low impact incidents should be resolved efficiently, making logging unnecessary

The 'incident management' practice should use a single process regardless of the impact of the incident

Low impact incidents should be resolved efficiently so the resource required is reduced

Incidents with the lowest impact should be resolved first

Expert Solution

Questions # 68:

Which dimension of service management considers the workflows and controls needed to deliver services?

Options:

Organization and people

Information and technology

Partners and suppliers

Value streams and processes

Expert Solution

Questions # 69:

Which statement about value creating activities is CORRECT?

Options:

Each value stream should be designed with a specific combination of service value chain activities

Service value chain activities have pre-determined dependencies on ITIL practices

A value stream is an operating model for creating value through products and services

Organizations should ensure that each value stream is applicable to many scenarios

Expert Solution

Questions # 70:

Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?

Options:

Service configuration management

Service desk

Problem management

Deployment management

Expert Solution

Questions # 71:

Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?

Options:

Service desk

Continual improvement

Problem management

Incident management

Expert Solution

Questions # 72:

Which statement about outcome is CORRECT?

Options:

Outcomes rely on outputs to deliver results for a stakeholder

Outcomes use activities to produce tangible or intangible deliverables

Outcomes give service consumers assurance of products or services

Outcomes help a service consumer to assess the cost of a specific activity

Expert Solution

Questions # 73:

Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?

Options:

Plan

Improve

Design and transition

Deliver and support

Expert Solution

Questions # 74:

Which statement about a service value stream is CORRECT?

Options:

it uses inputs and outputs prescribed by ITIL

It is a service value chain activity

It integrates practices for a specific scenario

It provides an operating model for service providers

Expert Solution

Questions # 75:

Why should a service level manager carry out regular service reviews?

Options:

To ensure that agreements are written simply and are easy to understand

To collect information about service consumer goals and objectives

To capture information about service issues and performance against agreed goals

To ensure continual improvement of services, so that they meet the evolving needs of service consumers

Expert Solution

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