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ITIL 4 Foundation Exam Review Questions and Answers
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ITIL 4 Foundation Exam Review Questions and Answers
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ITIL 4 Foundation Exam ReviewQuestions and Answers
Which practice identified metrics that reflect the customer's experience of a service? -
Answer-Service Level Management
To plan changes and help avoid conflicts - Answer-What is the PRIMARY use of a
change schedule
How does categorization of incidents assist the 'incident management' practice? -
Answer-It helps direct the incident to the correct support area
Which is a potential benefit of using an IT service management tool to support the
'incident management' practice - Answer-It may ensure that the cause of incidents is
identified within agreed times
Which guiding principle recommends that the four dimensions of service management
are considered - Answer-Focus on value
Which guiding principle recommends collecting data before deciding what can be re-
used? - Answer-Start where you are
Which describes the nature of the guiding principles - Answer-Guiding principles can
guide an organization in all circumstances
What are the two types of cost that a service consumer should evaluate - Answer-The
cost removed by the service, and the consts imposed by the service
Which guiding principle recommends organizing work into smaller, manageable
sections that can be executed and completed in a timely manner? - Answer-Progress
iteratively with feedback
What happens if a workaround becomes the permanent way of dealing with a problem
that cannot be resolved cost-effectively? - Answer-The problem remains in the know
error status
Which describes outcomes? - Answer-Results desired by a stakeholder
What is the effect of increased automation on the 'service desk' practice? - Answer-
Greater ability to focus on customer experience when personal contact is needed
How does customer engagement contribute to the 'service level management' practice?
- Answer-It captures information that metrics can be based on
It supports progress discussions
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