ITIL-4-Foundation Practice Exam Questions and Answers

A.  

To ensure that spending is properly accounted for

B.  

To ensure that information security requirements are met

C.  

To streamline the fulfillment workflow

D.  

To set user expectations for fulfillment times

A.  

Focus on value

B.  

Start where you are

C.  

Collaborate and promote visibility

D.  

Progress iteratively with feedback

A.  

The process owner and process manager for each type of release

B.  

The roles and responsibilities for incident and problem resolution

C.  

The naming convention and expected frequency of each type of release

D.  

The naming convention for all configuration items (CI) recorded in the configuration management system

(CMS)

A.  

cost

B.  

Utility

C.  

Warranty

D.  

Risk

A.  

Change enablement

B.  

Service level management

C.  

Problem management

D.  

Service desk

A.  

Define measurable targets

B.  

Perform baseline assessments

C.  

Execute improvement actions

D.  

Evaluate measurements and metrics

A.  

Known error is the status assigned to a problem after it has been analysed

B.  

A known error is the cause of one or more problems

C.  

Known errors cause vulnerabilities, problems cause incidents

D.  

Known errors are managed by technical staff, problems are managed by service management staff

A.  

Understanding which service requests can be accomplished with limited approvals

B.  

Creating new workflows for every service request

C.  

Separating requests relating to service failures from the degradation of services

D.  

Eliminating service requests which have complex workflows

A.  

The ‘improve’ value chain activity

B.  

An overall plan

C.  

Customer requirements

D.  

Feedback loops

A.  

1, 2 and 4 only

B.  

1, 2 and 3 only

C.  

2, 3 and 4 only

D.  

1, 3 and 4 only