ITIL ITIL-4-Foundation Exam Questions Free Practice Test

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Questions # 91:

Identify the missing word in the following sentence.

The purpose of the service configuration management practice is to ensure that accurate and reliable information about the [?], and the CIs that support them, is available when and where it is needed.

Options:

relationships with suppliers

configuration of services

skills of people

authorization of changes

Expert Solution

Questions # 92:

What should be considered as part of the 'partners and suppliers' dimension?

Options:

The level of integration and formality involved in the relationships between organizations

The activities, workflows, controls and procedures needed to achieve the agreed objectives

The information created, managed and used in the course of service provision and consumption

The required skills and competencies of teams and individual members of the organization

Expert Solution

Questions # 93:

Which is provided by the ‘engage’ value chain activity?

Options:

Ensuring that stakeholder expectations for quality are met

Ensuring that stakeholder needs are understood by the organization

Ensuring that service components are available when needed

Ensuring that services are operated to meet agreed specifications

Expert Solution

Questions # 94:

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 # 95:

Which BEST describes the purpose of the 'improve' value chain activity?

Options:

To organize a major improvement initiative into several smaller initiatives

To make new and improved services and features available for use

To ensure a shared understanding of the vision and improvement direction for all products and services

To continually improve all products and services across all value chain activities

Expert Solution

Questions # 96:

Which practices is MOST associate with the use of empathy to understand users?

Options:

Service desk

Continual improvement

Service level management

Change enablement

Expert Solution

Questions # 97:

Which service request management decisions require that policies are established'?

Options:

Deciding how degradations of service are resolved

Deciding how to handle service requests where the steps are unknown

Deciding which service requests require approval

Deciding when workarounds should be used

Expert Solution

Questions # 98:

What can help to reduce resistance to a planned improvement when applying the guiding principle ‘collaborate and promote visibility’?

Options:

Restricting information about the improvement to essential stakeholders only.

Increasing collaboration and visibility for the improvement.

Involving customers after all planning has been completed.

Engaging every stakeholder group in the same way, with the same communication.

Expert Solution

Questions # 99:

Identify the missing word in the following sentence.

A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect on services

Options:

problem

risk

change

configuration item

Expert Solution

Questions # 100:

Which is a recommendation for applying the guiding principle 'keep it simple and practical?

Options:

Communicate in a way the audience can hear

Sometimes nothing from the current state can be re used

If a practice is easier to follow it is more likely to be adopted

Fast does not mean incomplete

Expert Solution

Questions # 101:

Identify the missing word in the following sentence.

The purpose of the ‘supplier management’ practice is to ensure that the organization’s suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.

Options:

measured

rewarded

managed

defined

Expert Solution

Questions # 102:

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 # 103:

Which is NOT a component of the service value system?

Options:

The service value chain

Opportunity and demand

Continual improvement

Governance

Expert Solution

Questions # 104:

Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?

Options:

Focus on value

Start where you are

Think and work holisocally

Optimize and automate

Expert Solution

Questions # 105:

Which is an activity of the 'incident management" practice?

Options:

Assessing and prioritizing improvement opportunities

Performing service reviews with customers

Providing good-quality updates when expected

Automating service requests to the greatest degree possible

Expert Solution

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