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ITIL 4 Foundation Exam

ITIL 4 Foundation Exam

ITIL 4 Foundation Exam Questions And Answers


ITIL 4 Foundation Exam 1





















ITIL 4 Foundation Exam

What is the purpose of the Software development and management?

Identify the missing word(s) in the following sentence. An incident is a(n) [?] interruption to a service or reduction in the quality of a service.

Which statement about the steps to fulfill a service request is CORRECT?

What term best describes a service that is ‘fit for purpose’?

An organization often experiences difficulties in production during the first few weeks of major application launches. This causes a decrease in the value delivered to customers because the services often have reduced availability and poor support during this period. The organization has decided to create teams of developers and operational staff to help improve the launches. This should also reduce the chance of any early decreases in performance. Which practice includes this activity?

You have been asked to create a standard process for approving new accounts on your corporate network. You have been working on this process for about 2 weeks because you are trying to create rules to handle every possible exception to the process. Frustrated, you ask your coworker, Nancy, how she would approach the problem. She states, “Well, I would create a process for the most common three types of account creation which account for 99% of all requests made. Then, create a blanket rule at the end of the process that says, ‘If the account doesn’t belong to one of the above three categories, elevate the request to your supervisor’. This will allow the supervisors to handle the exception, which only accounts for 1% of all account requests, and you can create that process in just a few hours.” What guiding principle is Nancy recommending you to follow with her approach to solving this problem?

Which is an example of how the ‘problem management’ practice contributes to a value stream for user support?

A service desk prioritizes incidents based on their business impact. Which prioritization method is this an example of?

Innovation Training has just hired three new staff members. The IT department at Innovation Training has created new accounts for the new staff members on the domain controller and allocated 10 GB of storage on the company’s internal file server per staff member. What term best describes these activities performed by the IT department?

You are attempting to print a document from your workstation to the network printer in your office. The print job failed when you attempted to print, so you called the service desk for assistance. What term best describes your issue?

What helps diagnose and resolve a simple incident?

When verifying that an incident has been resolved, which is an example of value as perceived by a user?

An organization wants to introduce a new service. There are many teams that will contribute to the design, development and transition of the service. Which approach should the organization follow when creating a value stream for this new service?

An organization wants to ensure that its vendors fulfil the responsibilities defined in their contracts as they deliver, stage and install IT equipment in a new building. This includes ensuring that the status of the equipment and any related documentation is captured in the organization’s configuration management system.

What is 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?

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ITIL 4 Foundation Exam 2









ITIL 4 Foundation Exam

Which dimension of service management should be considered when deciding whether or not moving the organization’s web server from an on-premise solution to the cloud is a good decision in terms of compliance and security?

During a review of the New Account Creation process at your company, you determine that the current process requires 15 steps to create a new account. As you analyze each step, you find that steps 3 and 5 provide no value to the process or the organization. Based on which guiding principle should you eliminate steps 3 and 5 from the process?

You have just been promoted to the role of the Service Desk manager. The manager before you loved metrics, and the Service Desk is currently spending numerous hours per week creating reports based on over 150 different metrics they call ‘measures of effectiveness’. You believe there are simply too many metrics being collected and begin an analysis of each one to determine if is it providing valuable information. For the ones you find without value, you eliminate the requirement to track and report on those metrics. Which guiding principle are you following in this scenario?



You are working to design a new service for internal use across your organization. As part of your design efforts, you form a small team with relevant stakeholders from the human resources, information technology, sales, and other relevant departments to ensure the service adequately meets each department’s needs and hope this results in great acceptance of the service when delivereWhich guiding principle best describes this scenario?




Your organization is currently running a web hosting service, but it is not providing sufficient utility and warranty. In order to fix this, a team has been assembled and asked to design a new web hosting service. The team manager suggests that the team first look at the existing service and its processes before they begin to design the new service. What guiding principle is being followed by the team manager?

You are working as a service desk manager. One of your analysts has created a new workaround for a problem that has been causing issues for users for the last few hours. To ensure all users across the network are notified of this workaround, you decide to post the workaround on the front page of your user service portal on the intranet. During which value chain activity would this occur?

Which guiding principle recommends that the four dimensions of service management are considered?

Identify the missing words in the following sentence. The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization’s objectives.

Fill in the blank. Service requests and their fulfillment should be [?] and automated to the greatest degree possible.

What is the definition of an IT asset?

What is an example of an action a service request management employee would undertake as part of the ‘improve’ activity?

What is NOT a phase in problem management?

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ITIL 4 Foundation Exam 3








ITIL 4 Foundation Exam

1 / 9

Identify the missing word(s) in the following sentence. A known error is a(n) [?] that has been analyzed but has not been resolved.

2 / 9

Which would be supported by the ‘service request management’ practice?

3 / 9

Which value chain activity would best be used to categorize the actions of the service desk when they are responding to a consumer’s request for assistance?

4 / 9

Which ITIL concept describes practices?

5 / 9

Which is a potential benefit of using an IT service management tool to support the ‘incident management’ practice?

6 / 9

What is defined as the practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels?

7 / 9

Which guiding principle should you use to maximize the value of the work carried out by the human and technical resources within an organization?

8 / 9

Your smartphone isn’t working properly. You call the toll-free number for your service provider’s support center. Which practice would you reach that serves as the entry point for all contact between the service provider and its users?

9 / 9

What is defined as a cause, or potential cause, of one or more incidents?

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ITIL 4 Foundation Exam 4















ITIL 4 Foundation Exam

1 / 6

What is the definition of a sponsor?

2 / 6

What are ’engage’, ‘plan’ and ‘improve’ examples of?

3 / 6

How can you ensure the incidents with the highest business impact are resolved first?

4 / 6

Which of the following is NOT an activity within the service value chain?

5 / 6

What refers to the use of technology to perform a step or series of steps correctly and consistently with limited or no human involvement?

6 / 6

What activity is the main channel for communication and collaboration with users?

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