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ITIL 4 Exam Questions with Latest Update
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ITIL 4 Exam Questions with Latest Update
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ITIL 4 Exam Questions with LatestUpdate
What is the correct list of topics ITIL 4 Foundation covers?
A. key concepts of service management, dimensions of service management, guiding
principles, the service value system, the service value chain, and management
practices
B. key concepts of service management, the four Ps of service management, guiding
principles, the service value system, the service value chain, and management
practices
C. key concepts of service management, dimensions of service management, guiding
principles, the service lifecycle, the service value chain, and management practices
D. key concepts of service management, dimensions of service management, guiding
principles, the service value system, the service value chain, and processes and
functions - Answer-A. key concepts of service management, dimensions of service
management, guiding principles, the service value system, the service value chain, and
management practices
What are the three levels of reflection and action in 'the sandwich approach'? - Answer-
organization, individual, and team
Which statement is true?
Culture influences the choice of technology, but technology does not influence culture.
You should always work on processes before tools.
Technology influences culture, and culture influences technology.
Working on culture directly is a superior approach to working on technology to influence
culture. - Answer-Technology influences culture, and culture influences technology.
Which statement is true?
Dependencies can be inherent in technologies, but they can also be introduced by our
work practices.
Dependencies are only inherent in technologies.
Dependencies can only be introduced through our work practices.
, Dependencies are inevitable and unavoidable. - Answer-Dependencies can be inherent
in technologies, but they can also be introduced by our work practices.
Variations are a key driver for the need to ________. - Answer-meet about things like
changes and releases
We value the first four ways over _____.
enlightening and empowering people
engineering and enforcing end-to-end process activities
enacting and enabling outcomes
lowering barriers and increasing enablers - Answer-engineering and enforcing end-to-
end process activities
When improving moments of truth, our primary focus is on improving what two things? -
Answer-the interactions themselves and the settings in which they take place
Who developed force field analysis? - Answer-Kurt Lewin
Practices, properly construed, are ________. - Answer-what people do to drive toward
outcomes
In which kind of practices do we have activities and patterns and practices that we apply
or modify to accommodate the situation as it changes to produce the best outcome in
response to a changing situation? - Answer-adaptive
Broadly speaking, there are two approaches to managing things. What are they? -
Answer-focusing on activities or focusing on outcomes
What was the lightweight approach introduced at the inception of service management
called? - Answer-improving 'moments of truth'
Can you apply the concept of service relationships using the seventh way, individual,
team and organization-level reflection and action? - Answer-Yes, as service
relationships exist at all three levels.
When determining priority of addressing issues rated green, yellow, red, and gray, all
other things being equal, what should the order be? - Answer-Address red (critical)
items first, along with grays (make these unknowns known). Then address yellows.
In our color-coded rating system, what does gray mean? - Answer-unknown
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