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ITIL 4 Foundation Practice Exam 2024/2025 With complete solutions latest update
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ITIL 4 Foundation Practice Exam 2024/2025 With complete solutions latest update
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ITIL 4 Foundation Practice ExamWhich practice includes the classification and ownership of queries and
requests from users?
A. Service desk
B. Incident management
C. Change control
D. Service level management Answer: A. "Service desks provide a
clear path for users to report issues, queries,
and requests, and have them acknowledged, classified, owned, and
actioned"
Rationals:
B. Incorrect. The 'incident management' practice deals only with
incidents, not
queries and requests. "The purpose of the incident management practice
is to
minimize the negative impact of incidents by restoring normal service
operation as
quickly as possible". Ref 5.2.5
C. Incorrect. The 'change control' practice deals only with change
requests, not
,other queries and requests. "The purpose of the change control practice
is to
maximize the number of successful service and product changes by
ensuring that
risks have been properly assessed, authorizing changes to proceed, and
managing
the change schedule". Ref 5.2.4
D. Incorrect. The 'service level management' practice ensures service
targets are
met. It does not manage queries and requests from users. "The purpose
of the
service level management practice is to set clear business-based targets
for service
performance, so that the delivery of a service can be properly assessed,
monitored,
and managed against these targets".
Which practice identifies metrics that reflect the customer's experience
of a service?
A. Continual improvement
B. Service desk
C. Service level management
D. Problem management Answer: C. "Service level management
identifies metrics and measures that are a
,truthful reflection of the customer's 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."
Rationales:
A. Incorrect. "The purpose of the continual improvement practice is to
align the
organization's practices and services with changing business needs
through the
ongoing improvement of products, services, and practices, or any
element involved
in the management of products and services." Ref 5.1.2
B. Incorrect. "The purpose of the service desk practice is to capture
demand for
incident resolution and service requests. It should also be the entry point
and single
point of contact for the service provider with all of its users." Ref 5.2.14
D. Incorrect. "The purpose of the problem management practice is to
reduce the
likelihood and impact of incidents by identifying actual and potential
causes of
incidents, and managing workarounds and known errors".
, 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 change Answer: C."The change schedule is
used to help plan changes, assist in
communication, avoid conflicts, and assign resources." Ref 5.2.4
Rationale:
A. Incorrect. While it can be used after deploying a change, this is not the
main use
of the change schedule. "The change schedule is used to help plan
changes, assist
in communication, avoid conflicts, and assign resources. It can also be
used after
changes have been deployed to provide information needed for incident
management, problem management, and improvement planning." Ref
5.2.4
B. Incorrect. "Emergency changes: These are changes that must be
implemented
as soon as possible; for example, to resolve an incident or implement a
security
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