ITIL ITIL-4-Foundation Exam Dumps

ITIL ITIL-4-Foundation Sample Question Answers

Question # 1

Which is a way of applying the guiding principle 'focus on value'?

A. Understanding how service consumers use services 
B. Comprehending the whole, but doing something 
C. Recognizing the complexity of systems 
D. Doing fewer things, but doing them better 

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Question # 2

In which situation will incident management USUALLY use a separate process?

A. Where no target resolution time exists 
B. For low impact incidents 
C. Where the cause must be diagnosed 
D. For information security incidents 

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Question # 3

Which is part of the value proposition of a service?

A. Costs removed from the consumer by the service 
B. Costs imposed on the consumer by the service 
C. Outputs of the service received by the consumer 
D. Risks imposed on the consumer by the service 

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Question # 4

Which practice helps to ensure that the services delivered to customers are aligned with their needs?

A. Service request management 
B. Change enablement 
C. Problem management 
D. Service level management 

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Question # 5

Which is the addition, modification or removal of anything that could have an effect on services? 

A. A change 
B. An event 
C. An incident 
D. A problem 

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Question # 6

Which can act as an operating model for an organization?

A. The four dimensions of service management 
B. The service value chain 
C. The ITIL guiding principles 
D. Continual improvement

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Question # 7

Which dimension of service management considers how activities are coordinated?

A. Organizations and people 
B. Information and technology 
C. Partners and suppliers 
D. Value streams and processes 

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Question # 8

Which principle concentrates on service consumers?

A. Start where you are 
B. Optimize and automate 
C. Keep it simple 
D. Focus on value 

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Question # 9

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

A. Plan 
B. Improve 
C. Design and transition 
D. Deliver and support 

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Question # 10

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

A. Deciding how degradations of service are resolved 
B. Deciding how to handle service requests where the steps are unknown 
C. Deciding which service requests require approval 
D. Deciding when workarounds should be used 

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Question # 11

Which is described by the 'organizations and people' dimension of service management?

A. Workflows and controls 
B. Communication and collaboration 
C. Inputs and outputs 
D. Contracts and agreements 

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Question # 12

What type of change is MOST likely to be managed as a service request?

A. A standard change 
B. A normal change 
C. An emergency change 
D. An organizational change 

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Question # 13

Which statement about output is correct?

A. They consist of several outcomes. 
B. They capture customer demand for services 
C. They contribute to the achievement of outcomes 
D. They describes how the service performs. 

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Question # 14

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

A. Service desk 
B. Continual improvement 
C. Problem management 
D. Incident management 

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Question # 15

Which practice makes use of methods from Lean. Agile and DevOps?

A. Service desk 
B. Continual improvement 
C. Problem management 
D. Incident management 

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Question # 16

Which facilitates outcomes that customers want to achieve?

A. Service 
B. Warranty 
C. Organization 
D. IT asset 

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Question # 17

Which ITIL concept helps an organization to make good decisions?

A. Four dimensions of service management 
B. Guiding principles 
C. Service value chain 
D. Practices 

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Question # 18

Which of the following is NOT recommended by the guiding principle 'start where you are?

A. Asking questions that appear to be stupid 
B. Identifying what is available to be leveraged 
C. Building something completely new 
D. Collecting data directly from the source 

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Question # 19

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

A. Focus on value 
B. Start where you are 
C. Think and work holisocally 
D. Optimize and automate 

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Question # 20

What role would be MOST suitable for someone with tots of experience working in IT and business roles?They also have experience of managing relationships with various stakeholders, including suppliers and business managers.

A. Service level manager 
B. Service desk agent 
C. Change authority 
D. Problem analyst 

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Question # 21

Which practice is most likely to benefit from the use of chatbots?

A. Service level management 
B. Change enablement
C. Continual improvement 
D. Service desk 

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Question # 22

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

A. Executing improvement actions 
B. Performing baseline assessments 
C. Defining the improvement plan 
D. Understanding the business mission 

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Question # 23

Which value chain activity ensures that ongoing service activity meets user expectations?

A. Plan 
B. Engage 
C. Obtain/build 
D. Deliver and support 

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Question # 24

Which practice minimizes the impact on normal service operation by managing resources in response to unplanned reductions m service quality?

A. Incident management 
B. Change enablement 
C. Service level management 
D. Continual improvement 

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Question # 25

Which practice recommends that organizations develop competencies »n techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?

A. Incident management 
B. Continual improvement 
C. Service request management 
D. Change enablement 

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Question # 26

Which statement about value streams is CORRECT?

A. Each value stream must include all six value chain activities 
B. Each value stream must be designed for a specific scenario 
C. Each value stream must include all 34 ITIL practices 
D. Each value stream must include suppliers or partners 

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Question # 27

Which describe a 'change authority'?

A. a model used to determine who will assess a change 
B. A person who approves a change 
C. A tool used to help plan changes 
D. A way to manage the people aspects of change 

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Question # 28

A flaw in an application could cause a service to fail IT staff are actively analysing the application to try and understand what is going on. What is the correct name for this type of flaw?

A. Problem 
B. Incident 
C. Event 
D. Known error 

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Question # 29

Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?

A. Incident management 
B. Service level management 
C. Problem management 
D. Service request management 

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Question # 30

Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?

A. Incident management 
B. Service level management 
C. Problem management 
D. Service request management 

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Question # 31

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

A. Communicate in a way the audience can hear 
B. Sometimes nothing from the current state can be re used 
C. If a practice is easier to follow it is more likely to be adopted 
D. Fast does not mean incomplete

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Question # 32

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

A. Assessing and prioritizing improvement opportunities 
B. Performing service reviews with customers 
C. Providing good-quality updates when expected 
D. Automating service requests to the greatest degree possible 

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Question # 33

Identify the missing word in the following sentence. Sponsor is the role that authorizes budget for service [?)

A. value 
B. consumption 
C. management 
D. provision 

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Question # 34

Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?

A. Deployment management 
B. Release management 
C. Change enablement 
D. Service configuration management 

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Question # 35

Identify the missing word in the following sentence. Sponsor is the role that authorizes budget for service [?)

A. value 
B. consumption 
C. management 
D. provision 

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Question # 36

Which two practices interact the MOST with the service desk practice?

A. Incident management and service request management 
B. Service request management and deployment management 
C. Deployment management and change enablement 
D. Change enablement and incident management 

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Question # 37

Which two practices interact the MOST with the service desk practice?

A. Incident management and service request management 
B. Service request management and deployment management 
C. Deployment management and change enablement 
D. Change enablement and incident management 

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Question # 38

Which two practices interact the MOST with the service desk practice?

A. Incident management and service request management 
B. Service request management and deployment management 
C. Deployment management and change enablement 
D. Change enablement and incident management 

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Question # 39

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

A. To ensure that agreements are written simply and are easy to understand 
B. To collect information about service consumer goals and objectives 
C. To capture information about service issues and performance against agreed goals 
D. To ensure continual improvement of services, so that they meet the evolving needs ofservice consumers 

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Question # 40

Identity 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 configuration of p\. and the CIs that support them, is available when and where it is needed

A. organizations 
B. outcomes 
C. relationships 
D. services 

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Question # 41

Which practice has a purpose that includes responding to conditions that could lead to potential faults or incidents?

A. Incident management 
B. Service request management 
C. Monitoring and event management 
D. Change enablement 

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Question # 42

Which statement about service offerings is CORRECT?

A. The same product can be used as a basis for more than one service offering 
B. Service offerings include the transfer of goods from the consumer to the prowler 
C. Service offerings describe how providers and consumers cooperate to co-create value 
D. Each service should be described to consumers as a single service offering 

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Question # 43

Which practice's purpose includes creating closer more collaborative relationships?

A. Supplier management 
B. Information security management 
C. Release management 
D. Service configuration management 

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Question # 44

Which practice has a purpose that deludes maximizing the number of successful additions modifications, or removals of anything that could have an effect on a service?

A. Service request management 
B. Incident management 
C. Service desk 
D. Change enablement 

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Question # 45

Which TWO are inputs to the service value system?1 Demand2 Products3 Value4 Opportunity

A. 1 and 2 
B. 2 and 3 
C. 3 and 4 
D. 1 and 4 

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Question # 46

What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues? They also have good communication skills, high emotional intelligence, and a broad understanding of IT technology.

A. Service level manager 
B. Service desk agent 
C. Change authority 
D. Problem analyst 

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Question # 47

What is a problem that has been analysed but has not been resolved?

A. Workaround 
B. Incident 
C. Known error 
D. Event 

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Question # 48

Which TWO of the following are considerations of change enablement?1. Managing the people aspects of change2. Ensuring that organizational transformations are successful3. Maximizing the number of successful service changes4. Ensuring that changes are properly assessed

A. 1 and2 
B. 2 and 3 
C. 3 and 4 
D. 1 and 4 

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Question # 49

Which is included in the purpose of the 'change enablement' practice?

A. Make new and changed services available for use 
B. Ensure that risks have been property assessed 
C. Record and report selected changes of state 
D. Plan and manage the full lifecycle of all IT assets 

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Question # 50

Which will help solve incidents more quickly?

A. Target resolution times 
B. Escalating all incidents to support teams 
C. Collaboration between teams 
D. Detailed procedural steps for incident investigation 

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Question # 51

Which practice has the purpose of ensuring that the organization’s suppliers and their performance and managed appropriately to support the provision of seamless, quality products andservices?

A. Release management 
B. Supplier management 
C. Service management 
D. Relationship management 

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Question # 52

Which is the BEST example of a standard change?

A. The review and authorization of a change requested by a customer 
B. The implementation of a critical software patch in response to a vendor security Issue 
C. The Installation of a software application in response to a service request 
D. The replacement of a component in response to a major incident 

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Question # 53

Where are the details of the required performance outcomes of a service denned?

A. Service level agreements 
B. Service requests 
C. Service components 
D. Service offerings 

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