ITIL – Foundation (v4) Questions and Answers
Which statement about service relationship management is CORRECT?
Which statement about the ‘incident management’ practice is CORRECT?
Which will help solve incidents more quickly?
Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?
Which dimension considers the application of artificial intelligence to service management?
Which practice provides a communications point for users to report operational issues, queries and requests?
Which guiding principle discourages 'silo activity'?
Which practice has a strong influence on the user experience and perception of the service provider?
Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
A user contacts the service desk to ask how they can create a report. Which practice is MOST LIKELY to contribute to resolving this issue?
Which describes a CORRECT approach to change authorization?
Why should a service level manager carry out regular service reviews?
Which is a recommendation for applying the guiding principle 'keep it simple and practical?
Which two are considered part of the ‘organizations and people’ dimension of service management?
1.Systems of authority
2.Culture
3.Relationships between organizations
4.Workflows
Which two practices interact the MOST with the service desk practice?
What can be used to determine if a service is 'fit for purpose'?
What is the purpose of the ‘deployment management’ practice?
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
Which is provided by the ‘engage’ value chain activity?
Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
For which purpose would the continual improvement practice use a SWOT analysis?
When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?
Which is the FIRST action when optimizing a service?
Which is part of the value proposition of a service?
What type of change is often used for resolving incidents or implementing security patches?
Which is described by the 'organizations and people' dimension of service management?
Which is the definition of an IT asset?
Identity the missing word in the following sentence
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [?], and the CIs that support them, is available when and where it is needed
Which statement about outcomes is CORRECT?
For which purpose would the continual improvement practice use a SWOT analysis?
Which TWO BEST describe the guiding principles?
- Short term
- Standards
- Recommendations
- Long-term
Why should a service level agreement include bundles of metrics?
What should remain constant within an organization, even when the organization's objectives change?
Which step of the 'continual improvement model' defines measurable targets?
What is MOST LIKELY to be handled as a service request?
Which role would is MOST SUITABLE for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?
Identify the missing work in the following sentence.
An organization which is undertaking an improvement initiative should [?] the existing methods and services when building for the future.
Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?
What is the PRIMARY use of a change schedule?
What does ‘change enablement’ PRIMARILY focus on?
Which is NOT a structure of service desk that is described in the ITIL service operation guidance?
What includes governance as a component?
What is an incident?
Which are elements of the service value system?
What is defined as a change of state that has significate for the management of an IT service?
Which dimension considers data security and privacy?
Which helps to streamline the fulfilment of service requests?
What is recommended by the guiding principle ‘progress iteratively with feedback’?
Which TWO are important aspects of the ‘service request management’ practice?
1.Standardization and automation
2.Providing a variety of channels for access
3.Establishing a shared view of targets
4.Policies for approvals
Which guiding principle considers customer and user experience?
What are typically recognized through notifications created by an IT service, CI or monitoring tool?
Which are the elements of process control?
What is a problem?
Identify the missing word in the following sentence.
A user is [?] that uses services.
What is a definition of a service improvement plan (SIP)?
Which statement about the ‘four Ps’ of service design is CORRECT?
Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
When planning ‘continual improvement’, which approach for assessing the current state of a service is
CORRECT?
What are the types of asset management?
Which practice provides a single point of contact for users?
Which is a purpose of the 'engage' value chain activity?
How should automation be implemented?
Which of the following is an example of incident?
How does a service consumer contribute to the reduction of disk?
What is warranty?
What is the purpose of the 'relationship management' practice?
Which describes a standard change?
What should be done to determine the appropriate metrics for measuring a new service?
When should a change request be submitted to resolve a problem?
Which skill is an essential part of the 'service level management' practice?
Which is included in the purpose of the ‘design and transition’ value chain activity?
Which statement about outcomes is CORRECT?
