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ITIL 4 Foundation Practice Exam Questions with Correct Answers
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ITIL 4 Foundation Practice Exam Questions with Correct Answers
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ITIL 4 Foundation Practice ExamQuestions with Correct Answers
What is the definition of a service?
The means by which an organization is directed and controlled
A set of specialized organizational capabilities for enabling value to customers
A method for visualizing work, identifying potential blockages and resource conflicts,
and managing work in progress
A means of enabling value co-creation by facilitating outcomes that customers want to
achieve, without the customer having to manage specific costs and risks - Answer-A
means of enabling value co-creation by facilitating outcomes that customers want to
achieve, without the customer having to manage specific costs and risks
Identify the missing word(s) in the following sentence. Utility is the [?] offered by a
product or service to meet a particular need.
Assurance
Promise
Functionality
Outcome - Answer-Functionality
Identify the missing word in the following sentence. [?] is the practice of ensuring that
risks are properly assessed, authorizing changes to proceed, and managing a change
schedule in order to maximize the number of successful IT changes.
IT asset management
Service configuration management
Change enablement
Service level management - Answer-Change enablement
Identify the missing word(s) in the following sentence. An event is any change of state
that has significance for the management of a(n) [?] or other configuration items.
Output
,Product
Service
Outcome - Answer-Service
What is the purpose of the 'information security management' practice?
Protecting an organization by understanding and managing risks to the confidentiality,
integrity, and availability of information
Ensuring that services achieve agreed and expected performance levels, satisfying
current and future demand in a cost-effective way
Ensuring that services deliver agreed levels of availability or that change can be
assessed
Systematically observing services and service components and recording and reporting
selected changes of state identified as events - Answer-Protecting an organization by
understanding and managing risks to the confidentiality, integrity, and availability of
information
What is the purpose of the 'monitoring and event management' practice?
Supporting the agreed quality of a service by handling all pre-defined, user-initiated
service requests in an effective and user-friendly manner
Systematically observing services and service components and recording and reporting
selected changes of state identified as events
Minimizing the negative impact of incidents by restoring normal service operation as
quickly as possible
Ensuring that all an organization's projects are successfully delivered - Answer-
Systematically observing services and service components and recording and reporting
selected changes of state identified as events
What is the purpose of the 'incident management' practice?
Supporting the agreed quality of a service by handling all pre-defined, user-initiated
service requests in an effective and user-friendly manner
Ensuring that services deliver agreed levels of availability or that change can be
assessed
,Ensuring that all an organization's projects are successfully delivered
Minimizing the negative impact of incidents by restoring normal service operation as
quickly as possible - Answer-Minimizing the negative impact of incidents by restoring
normal service operation as quickly as possible
What is defined as the practice of ensuring that accurate and reliable information about
the configuration of services, and the configuration items that support them, is available
when and where needed?
Change enablement
IT asset management
Service configuration management
Service level management - Answer-Service configuration management
Identify the missing word in the following sentence. The [?] is the practice of capturing
demand for incident resolution and service requests.
Incident management
Service level management
Service request management
Service desk - Answer-Service desk
Dion Training has decided to offer two membership levels to their training programs.
The first membership level includes all of their video courses, practice exams, and study
guides for a single monthly fee. This plan does not provide the students with the actual
exam voucher to take the certification exams, though. What term best describes this
membership level which provides several services for a single price?
An outcome
Value
A service offering
An output - Answer-A service offering
Which describes outputs?
Tangible or intangible deliverables
, Functionality offered by a product or service
Results for a stakeholder
Configuration of an organization's resources - Answer-Tangible or intangible
deliverables of an activity.
What term best describes a person or a group of people that has its own functions with
responsibilities, authorities, and relationships to achieve its objectives?
Consumer
Service provider
Customer
Organization - Answer-Organization
Which describes the nature of the guiding principles?
A guiding principle is mandatory and must be used when adopting a new service within
the organization
A guiding principle is specific and only applies to one initiative within the organization
An organization must implement the guiding principles exactly as defined by the ITIL 4
Foundation manual
A guiding principle is a recommendation used as guidance in all circumstances -
Answer-A guiding principle is a recommendation used as guidance in all circumstances
Which guiding principle is most affected by the customer experience (CX)?
Progress iteratively with feedback
Focus on value
Think and work holistically
Start where you are - Answer-Focus on value
Dion Training Solutions wants to build a new service to automatically fulfill exam
voucher orders for students. Currently, exam vouchers are fulfilled manually by a staff
member once the order is received from the student by copying and pasting the voucher
number from a spreadsheet into an email template and sending out the email to the
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