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ITIL Practice Exam Questions and Answers

ITIL Foundation (V4)

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Total Questions : 503

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Question # 1

Which statement about outcomes is CORRECT?

Options:

A.  

Outcomes rely on outputs to deliver results for a stakeholder.

B.  

Outcomes use activities to produce tangible or intangible deliverables.

C.  

Outcomes gives service consumers assurance of products or services

D.  

Outcomes help a service consumers to assess the cost of a specific activity

Discussion 0
Question # 2

Which dimension of service management considers the workflows and controls needed to deliver services?

Options:

A.  

Organization and people

B.  

Information and technology

C.  

Partners and suppliers

D.  

Value streams and processes

Discussion 0
Question # 3

Which dimension considers the application of artificial intelligence to service management?

Options:

A.  

Organizations and people

B.  

Information and technology

C.  

Partners and suppliers

D.  

Value streams and processes

Discussion 0
Question # 4

How can a service consumer contnbute to the reduction of nsk?

Options:

A.  

By providing the service in accordance with requirements

B.  

By ensuring that the service provider's resources are correctly configured

C.  

By fully understanding then own requirements for the service

D.  

By managing the detailed level of risk on behalf of the service provider

Discussion 0
Question # 5

Which statement about the ‘incident management’ practice is CORRECT?

Options:

A.  

It identifies the cause of major incidents.

B.  

It authorizes changes to resolve incidents.

C.  

It maintains detailed procedures for diagnosing incidents.

D.  

It resolves the highest impact incidents first.

Discussion 0
Question # 6

Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?

Options:

A.  

Focus on value

B.  

Start where you are

C.  

Think and work holisocally

D.  

Optimize and automate

Discussion 0
Question # 7

In service relationships, what is a benefit of identifying consumer roles?

Options:

A.  

It enables effective stakeholder management

B.  

It provides shared service expectations

C.  

It removes constraints from the customer

D.  

It enables a common definition of value

Discussion 0
Question # 8

Which phase of problem management includes analysing incidents to look for patterns and trends?

Options:

A.  

Problem identification

B.  

Problem control

C.  

Error control

D.  

Post-implementation review

Discussion 0
Question # 9

What are typically recognized through notifications created by an IT service, CI or monitoring tool?

Options:

A.  

Incidents

B.  

Problems

C.  

Events

D.  

Requests

Discussion 0
Question # 10

What is important for a ‘continual improvement register’ (CIR)?

Options:

A.  

Improvement ideas are documented, assessed and prioritized

B.  

Improvement ideas from many sources are kept in a single CIR

C.  

Improvement ideas that are not being actioned immediately are removed from the CIR

D.  

Improvement ideas are tested, funded and agreed

Discussion 0
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