ITIL 4 Foundation Sample Paper 2 UPDATED ACTUAL Exam Questions and CORRECT Answers
3 views 0 purchase
Course
ITIL 4 Foundation
Institution
ITIL 4 Foundation
ITIL 4 Foundation Sample Paper 2
UPDATED ACTUAL Exam Questions and
CORRECT Answers
1) What is the effect of increased automation on the 'service desk' practice?
A. Greater ability to focus on customer experience when personal contact is needed
B. Decrease in self-service incident logging and ...
ITIL 4 Foundation Sample Paper 2
UPDATED ACTUAL Exam Questions and
CORRECT Answers
1) What is the effect of increased automation on the 'service desk' practice?
A. Greater ability to focus on customer experience when personal contact is needed
B. Decrease in self-service incident logging and resolution
C. Increased ability to focus on fixing technology instead of supporting people
D. Elimination of the need to escalate incidents to support teams - CORRECT ANSWER✔✔-
A. Correct. "With increased automation... The impact on service desks is reduced phone
contact, less low-level work, and a greater ability to focus on excellent CX when personal
contact is needed". Ref 5.2.14
2) Which term describes the functionality offered by a service?
A. Cost
B. Utility
C. Warranty
D. Risk - CORRECT ANSWER✔✔- B. Correct. Utility is "The functionality offered by a
product or service." Ref 2.5.4
3) Which is the purpose of the 'monitoring and event management' practice?
A. To ensure that accurate and reliable information about the configuration of services is
available when and where it is needed
B. To systematically observe services and service components, and record and report selected
changes of state
C. To protect the information needed by the organization to conduct its business
D. To minimize the negative impact of incidents by restoring normal service operation as
quickly as possible - CORRECT ANSWER✔✔- B. Correct. "The purpose of the monitoring
and event management practice is to systematically observe services and service components,
and record and report selected changes of state identified as events". Ref 5.2.7
4) What should all 'continual improvement' decisions be based on?
A. Details of how services are measured
, B. Accurate and carefully analysed data
C. An up-to-date balanced scorecard
D. A recent maturity assessment - CORRECT ANSWER✔✔- B. Correct. "Accurate data,
carefully analysed and understood, is the foundation of fact-based decision-making for
improvement." The 'continual improvement' practice should be supported by relevant data
sources and by skilled data analytics to ensure that each potential improvement situation is
sufficiently understood. Ref 5.1.2
5) How do all value chain activities transform inputs to outputs?
A. By determining service demand
B. By using a combination of practices
C. By using a single functional team
D. By implementing process automation - CORRECT ANSWER✔✔- B. Correct. "To
convert inputs into outputs, the value chain activities use different combinations of ITIL
practices." Ref 4.5
6) How does customer engagement contribute to the 'service level management' practice?
1. It captures information that metrics can be based on
2. It ensures the organization meets defined service levels
3. It defines the workflows for service requests
4. It supports progress discussions
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4 - CORRECT ANSWER✔✔- D. Correct.
(1) (4) "Customer engagement: This involves initial listening, discovery, and information
capture on which to base metrics, measurement, and ongoing progress discussions." Ref
5.2.15
7) What is the starting point for optimization?
A. Securing stakeholder engagement
B. Understanding the vision and objectives of the organization
C. Determining where the most positive impact would be
The benefits of buying summaries with Stuvia:
Guaranteed quality through customer reviews
Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.
Quick and easy check-out
You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.
Focus on what matters
Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!
Frequently asked questions
What do I get when I buy this document?
You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.
Satisfaction guarantee: how does it work?
Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.
Who am I buying these notes from?
Stuvia is a marketplace, so you are not buying this document from us, but from seller MGRADES. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for $10.49. You're not tied to anything after your purchase.
