Updated Jan 05, 2022 Verified Pass ITIL-4-Foundation Exam in First Attempt Guaranteed
Free ITIL-4-Foundation Sample Questions and 100% Cover Real Exam Questions (Updated 430 Questions)
ITIL ITIL-4-Foundation Exam Syllabus Topics:
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NEW QUESTION 35
Which is one of the MAIN concerns of the 'design and transition' value chain activity?
- A. Understanding stakeholder needs
- B. Ensuring service components are available
- C. Meeting stakeholder expectations
- D. Understanding the organization's vision
Answer: B
Explanation:
The purpose of 'obtain/build' value chain activity is "to ensure that service components are available when and where they are needed, and meet agreed specifications." Service components for 'deliver and support' and service components for design and transition are key outputs of 'obtain/build' value chain activity.
NEW QUESTION 36
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?
- A. Service desk
- B. Relationship management
- C. Change enablement
- D. Supplier management
Answer: B
NEW QUESTION 37
Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.
- A. analysed
- B. escalated
- C. closed
- D. logged
Answer: A
NEW QUESTION 38
What does 'change enablement' PRIMARILY focus on?
- A. Changes to service levels
- B. Changes to products and services
- C. Changes to organizational structure
- D. Changes to skills and competencies
Answer: B
NEW QUESTION 39
Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?
- A. Deployment management
- B. Service configuration management
- C. Service desk
- D. Problem management
Answer: C
NEW QUESTION 40
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?
- A. Service management
- B. An IT asset
- C. Continual improvement
- D. A service
Answer: D
NEW QUESTION 41
Which directly assists with the diagnosis and resolution of simple incidents?
- A. Scripts for collecting user information
- B. Creation of a temporary team
- C. Fulfillment of service requests
- D. Use of shift working patterns
Answer: A
NEW QUESTION 42
Which statement about IT service management is CORRECT?
- A. It is performed by the service desk using a mix of people, process and technology
- B. It is performed by IT service providers using a mix of people, process and technology
- C. It is performed by IT service providers using a mix of suppliers and their products
- D. It is performed by customers using a mix of IT systems, services and processes
Answer: B
NEW QUESTION 43
Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?
- A. Focus on value
- B. Progress iteratively with feedback
- C. Optimize and automate
- D. Collaborate and promote visibility
Answer: B
NEW QUESTION 44
What is a configuration item?
- A. Any change of state that has significance for the management of a service
- B. Any financially valuable component that can contribute to delivery of an IT product or 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
Explanation:
Reference: https://www.bmc.com/blogs/itil-key-terms/
NEW QUESTION 45
Which helps to manage an incident when it is unclear which support team should be working on the incident?
- A. Target resolution times
- B. Disaster recovery plans
- C. Swarming
- D. Self-help
Answer: C
NEW QUESTION 46
When should a workaround be created?
- A. When a problem cannot be resolved quickly
- B. When a potential permanent solution has been identified
- C. After the resolution of a problem
- D. As soon as possible, once the incident is logged
Answer: A
NEW QUESTION 47
What takes place in the "Did we get there?" step of the continual service improvement (CSI) approach?
- A. Understanding priorities for improvement
- B. The production of a detailed CSI plan
- C. An initial baseline assessment
- D. Verifying that improvement targets have been achieved
Answer: D
Explanation:
Explanation
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NEW QUESTION 48
Which describes a standard change?
- A. change that must be implemented as soon as possible
- B. change that is typically implemented as a service request
- C. change that needs to be scheduled, assessed and authorized following a defined process
- D. high-risk change that needs very thorough assessment
Answer: B
NEW QUESTION 49
When planning 'continual improvement', which approach for assessing the current state of a service is
CORRECT?
- A. An organization should always use an approach that combines Lean, Agile and DevOps methodologies
- B. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
- C. An organization should always develop competencies in methodologies and techniques that will meet
their
needs - D. An organization should always use a single technique to ensure metrics are consistent
Answer: C
NEW QUESTION 50
Which two statements about an organization's culture are CORRECT?
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization
- A. 1 and 2
- B. 1 and 4
- C. 2 and 3
- D. 3 and 4
Answer: B
NEW QUESTION 51
Which two statements about the guiding principles are CORRECT?
1.The guiding principles support continual improvement
2.Each guiding principle applies to a selection of the available stakeholder groups
3.Organizations should decide which one of the guiding principles is relevant to them
4.Organizations should consider how the guiding principles interact with each other
- A. 1 and 2
- B. 1 and 4
- C. 2 and 3
- D. 3 and 4
Answer: B
NEW QUESTION 52
Which is the CORRECT explanation of the 'R' role in a RACI matrix?
- A. This role ensures that activities are executed correctly
- B. This role has ownership of the end result
- C. This role ensures the flow of information to stakeholders
- D. This role is involved in providing knowledge and input
Answer: B
NEW QUESTION 53
What is defined as any financially valuable component that can contribute to the delivery of a service?
- A. IT asset
- B. Event
- C. Configuration item
- D. Product
Answer: A
NEW QUESTION 54
Which practice has a purpose that includes ensuring that risks have been properly assessed?
- A. Service level management
- B. Service configuration management
- C. Problem management
- D. Change control
Answer: D
NEW QUESTION 55
Which of the following is NOT recommended by the guiding principle 'start where you are?
- A. Collecting data directly from the source
- B. Identifying what is available to be leveraged
- C. Building something completely new
- D. Asking questions that appear to be stupid
Answer: C
NEW QUESTION 56
Which should be handled by 'service request management'?
- A. A request to implement a security patch
- B. A request to resolve an error in a service
- C. A request to provide a laptop
- D. A request to change a target in a service level agreement
Answer: A
Explanation:
Explanation/Reference: https://www.atlassian.com/itsm/service-request-management
NEW QUESTION 57
Which practice requires skills and competencies related to business analysis, supplier management and relationship management?
- A. Incident management
- B. Monitoring and event management
- C. Service level management
- D. IT asset management
Answer: C
Explanation:
Explanation/Reference: https://advisera.com/20000academy/blog/2019/06/17/sfia-and-itil-a-winning-combination-for-it- businesses/
NEW QUESTION 58
Which is part of service provision?
- A. The grouping of one or more services based on one or more products
- B. The management of resources configured to deliver the service
- C. The management of resources needed to consume the service
- D. The joint activities performed to ensure continual value co-creation
Answer: B
NEW QUESTION 59
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