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ITIL 4 Foundation Exam Questions with Complete Answers
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ITIL 4 Foundation Exam Questions with Complete Answers
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ITIL 4 Foundation Exam Questions withComplete Answers
What is the purpose of problem management? - Answer-Reduces the likelihood and
impact of incidents
What is the definition of utility? - Answer-The functionality offered by a product or
service to meet a particular need
Which activity captures the demand for incident resolution and service requests? -
Answer-Service desk
Which value chain activity ensures the availability of service components? - Answer-
Obtain/build
Which of the following is an example of incident? - Answer-An application is not
available during the business hours
New or changed components are deployed to all targets at the same time. Which type
of
deployment approach does this statement represent? - Answer-Big bang deployment
What is an event? - Answer-Any change of state that has significance for the
management of a service or other
configuration item
Which of the following is a standard change? - Answer-Moving a desktop for a single
user
Which two needs should change control balance? - Answer-The need to make
beneficial changes
The need to protect customers and users
What are the types of asset management? - Answer-IT asset management and
software asset management
Which of the following are problem control activities? 1. Performing trend analysis of
incident records 2. Pre assessing the status of known errors that have not been
resolved 3. Prioritizing problems for analysis based on the risk 4. Finding in
documenting a workaround for future incidents when a problem cannot be resolved
quickly. - Answer-3 and 4
What is the best way to track and manage improvements? - Answer-Use a structure
document called a continual improvement register.
, Which ITIL concept describes governance? - Answer-The service of value system
Which practice ensures that stakeholders needs are understood and product and
services are prioritized appropriately? - Answer-Relationship management
Which of the following is not a key skill set required for service desk agents - Answer-
Technical skills
Which of the following can be used to access service desks - Answer-Phone calls,
email, text and social media messaging
Which of the following is an example of workaround - Answer-A server is resorted to
resolve an incident.
Which key activity of service continuiti management identifies vital business functions
vbf and their dependencies - Answer-Business impact analysis
A surface is a means of enabling value co-creation by facilitating - Answer-Outcomes
What is a disaster - Answer-Sudden unplanned event that causes great damage or
serious loss to an organization
Which practice is the responsibility of everyone in the organization - Answer-Continual
improvement
What are the different types of events - Answer-Informational, warning, and exception
Which of the following best describes outcomes - Answer-Results for a stakeholder
what of the following is an agreement between a service provider and a customer that
identifies both services required and the expanded level of service? - Answer-Service
level agreement
How does service request management contribute to obtain / build value chain activity -
Answer-It requires pre-approved service components to help fulfill service requests
What are the two types of costs that a service consumer should evaluate - Answer-The
costs removed by the service and the costs imposed by the
a service provider describes a package that includes a laptop with software, licenses,
and support. What is this package an example of? - Answer-Service offering
What is the purpose of the service desk practice - Answer-To capture demand for
incident resolution and service requests
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