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ITIL 4 Foundations Practice Exam Questions and Answers
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ITIL 4 Foundations Practice Exam Questions and Answers
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ITIL 4 Foundations Practice ExamQuestions and Answers
D) Deployment management
Why?
The purpose of the deployment management practice is to move new or changed
hardware, software, documentation, processes, or any other component to live
environments - Answer-What practice is responsible for moving components to live
environments?
A) change enablement
B) release management
C) IT asset Management person
D) deployment management
A) Service desk
Why?
Service desks provide a clear path for users to report issues, queries, and request, and
have them acknowledged, classified, owned, and action - Answer-Which practice
includes the classification and ownership of queries and requests from users?
A) Service desk
B) incident management
C) change enablement
D) Service level management
C) Service level management
Why?
Service level management identifies metrics and measures that are a truthful reflection
of the customers actual experience and level of satisfaction with the whole service, and
engagement is needed to understand and confirm the actual ongoing needs and
requirements of customers, not simply what is interpreted by the service provider or has
been agreed several years before - Answer-Which practice identifies metrics that reflect
the customers experience of a service?
A) continual improvement
B) service desk
C) Service level management
D) problem management
C) to plan changes and avoid conflict
Why?
, The change schedule is used to help plan changes, assist in communication, avoid
conflict, and assign resources. - Answer-What is the primary use of a change schedule?
A) to support incident management and improvement planning
B) to manage emergency changes
C) to plan changes and help avoid conflicts
D) to manage standard changes
Continual Improvement Model - Answer-1) What is the vision?
2) Where are we now?
3) Where do we want to be?
4) How do we get there?
5) Take action?
6) Did we get there?
7) How do we keep the momentum going?
D) value streams and processes
Why?
The value streams and processes dimension focuses on what activities the organization
undertakes and how they are organized, as well as how the organization ensures that it
is an enabling value creation for all stakeholders efficiently and effectively - Answer-
Which service management dimension is focused on activities and how these are
coordinated?
A) organizations and peoples
b) information and technology
C) Partners and suppliers
D) value streams and processes
A) it helps direct the incident to the correct support area
Why?
More complex incidents will usually be escalated to a support team for resolution.
Typically, the routing is based on the incident category, which should help to identify the
correct team - Answer-How does categorization of incidents assist the incident
management practice?
A) It helps direct the incident to the correct support area
B) it determines the priority assigned to the incident
C) it ensures that incidents are result in time skills agreed with the customer
D) it determines how the service provider is perceived
B) outcomes - Answer-A service is a means of enabling value co-creation by facilitating
______ that customers want to achieve.
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