Best Quality ITIL ITIL-4-Foundation Exam Questions TestPassed Realistic Practice Exams [2021]
Critical Information To ITIL 4 Foundation Exam Pass the First Time
ITIL ITIL-4-Foundation Exam Syllabus Topics:
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NEW QUESTION 46
Which is intended to help an organization adopt and adapt ITIL guidance?
- A. The guiding principles
- B. The four dimensions of service
- C. Practices
- D. The service value chain
Answer: A
NEW QUESTION 47
What is a definition of a service improvement plan (SIP)?
- A. An input from financial management for IT services to service level management, detailing the budget plan
- B. A formal plan to implement improvements to a customer's business processes
- C. An input from availability management to service level management, detailing the service design plan
- D. A formal plan to implement improvements to a service or process
Answer: D
NEW QUESTION 48
What is an IT asset?
- A. Any financially valuable component that can contribute to delivery of an IT product or service
- B. A request from a user mat initiates a service action
- C. Any component that needs to be managed in order to deliver a service
- D. The removal of anything that could have a direct or indirect effect on services
Answer: A
NEW QUESTION 49
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service
requests?
- A. IT asset management
- B. Service request management
- C. Change control
- D. Service desk
Answer: B
NEW QUESTION 50
Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?
- A. Service configuration management
- B. Service level management
- C. Service request management
- D. Service desk
Answer: B
NEW QUESTION 51
Which statement about the steps to fulfill a service request is CORRECT?
- A. They should include incident handling
- B. They should be complex and detailed
- C. They should be brief and simple
- D. They should be well-known and proven
Answer: D
NEW QUESTION 52
Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?
- A. Service operation
- B. Service transition
- C. Service strategy
- D. Continual service improvement
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Answer: D
NEW QUESTION 53
Where should all master copies of controlled software and documentation be stored?
- A. In the definitive capacity library
- B. In the definitive security library
- C. In the definitive media library
- D. In the definitive production library
Answer: C
NEW QUESTION 54
Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?
- A. A standard change
- B. A normal change
- C. A change model
- D. An emergency change
Answer: A
Explanation:
Explanation/Reference:
NEW QUESTION 55
Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?
- A. Optimize and automate
- B. Keep it simple and practical
- C. Focus on value
- D. Progress iteratively with feedback
Answer: C
NEW QUESTION 56
What type of change is MOST likely to be managed by the 'service request management' practice?
- A. An application change
- B. A standard change
- C. A normal change
- D. An emergency change
Answer: B
NEW QUESTION 57
Which practice would help a user gain access to an application that they need to use?
- A. Service level management
- B. Change enablement
- C. Service configuration management
- D. Service request management
Answer: B
NEW QUESTION 58
What is used to link activities within the service value chain?
- A. Opportunity, demand and value
- B. Inputs, outputs and triggers
- C. Service level agreements
- D. Service desk
Answer: A
NEW QUESTION 59
Which dimension of service management considers the workflows and controls needed to deliver services?
- A. Partners and suppliers
- B. Information and technology
- C. Organization and people
- D. Value streams and processes
Answer: D
Explanation:
Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-four-dimensions-it-service-management
NEW QUESTION 60
Which activity is part of the 'continual improvement' practice?
- A. Identifying the cause of incidents and recommending related improvements
- B. Authorizing changes to implement improvements
- C. Making business cases for improvement action
- D. Logging and managing incidents that result in improvement opportunities
Answer: A
NEW QUESTION 61
Which is a service request?
- A. Requesting investigation of a degraded service
- B. Requesting a workaround for an issue
- C. Requesting an enhancement to an application
- D. Requesting information about how to create a document
Answer: D
NEW QUESTION 62
What is a configuration item?
- A. Any financially valuable component that can contribute to delivery of an IT product or service
- B. Any change of state that has significance for the management of a service
- C. A problem that has been analyzed but has not been resolved
- D. Any component that needs to be managed in order to deliver an IT service
Answer: D
NEW QUESTION 63
Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
- A. Partners and suppliers
- B. Information and technology
- C. Organizations and people
- D. Value streams and processes
Answer: D
Explanation:
Value streams and processes focus mainly on those areas which ensure integration and coordination of various actions and parts which contribute towards better value creation for the organization. This dimension is more concerned about the way the organization has organized the activities or processes and how it enables and ensures the value creation across all stakeholders.
https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-four-dimensions-it-service-management
NEW QUESTION 64
Which statement about emergency changes is CORRECT?
- A. Emergency changes should be authorized and implemented as service requests
- B. Emergency changes must be fully documented before authorization and implementation
- C. The testing of emergency can be eliminated in order to implement the change quickly
- D. The assessment and authorization of emergency changes is expedited to ensure they can be implemented
quickly
Answer: D
NEW QUESTION 65
Which practice forms a link between the service provider and the users of services?
- A. Problem management
- B. Service desk
- C. Service level management
- D. Change enablement
Answer: B
NEW QUESTION 66
What should be used to set user expectations for request fulfilment times?
- A. The time needed to realistically deliver the service
- B. The service levels of the supplier
- C. The consumer demand for the service
- D. The time that the customer indicates for service delivery
Answer: A
NEW QUESTION 67
Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?
- A. Retail customer view
- B. Wholesale customer view
- C. Supporting services view
- D. Service-based SLA view
Answer: C
NEW QUESTION 68
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