ITIL itilfnd-v4 practice test

ITIL 4 Foundation


Question 1

What is defined as a change of state that has significate for the management of an IT service?

  • A. Event
  • B. Incident
  • C. Problem
  • D. Known error
Answer:

A

Discussions

Question 2

What is the primary focus of business capacity management?

  • A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology
  • B. Review of all capacity supplier agreements and underpinning contracts with supplier management
  • C. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services
  • D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion
Answer:

D

Discussions

Question 3

What is the purpose of the 'relationship management' practice?

  • A. To establish and nurture the links between the organization and its stakeholders
  • B. To align the organization's practices and services with changing business needs
  • C. To set clear business-based targets for service performance
  • D. To support the agreed quality of a service handling all agreed, user-initiated service requests
Answer:

A

Discussions

Question 4

Which process works with incident management to ensure that security breaches are detected and logged?

  • A. Change management
  • B. Service level management
  • C. Access management
  • D. Continual service improvement
Answer:

C

Discussions

Question 5

What impact does automation have on a service desk?

  • A. Less low level work and a greater ability to focus on user experience
  • B. Increased phone contact and a reduced ability to focus on user experience
  • C. Ability to work from multiple locations, geographically dispersed
  • D. Ability to work from a single centralized location
Answer:

A

Discussions

Question 6

What helps diagnose and resolve a simple incident?

  • A. Rapid escalation
  • B. Formation of a temporary team
  • C. The use of scripts
  • D. Problem prioritization
Answer:

C

Discussions

Question 7

Which statement about emergency changes is CORRECT?

  • A. Emergency changes are low risk and well understood
  • B. Emergency changes are not usually recorded in the change schedule
  • C. It is necessary to complete all documentation before an emergency change is implemented
  • D. Authorization of emergency changes may be deferred until after implementation
Answer:

B

Discussions

Question 8

Which is included in the purpose of the ‘service level management’ practice?

  • A. To maximize the number of successful service and product changes
  • B. To ensure accurate information about the configuration of services is available
  • C. To set clear business-based targets for service levels
  • D. To ensure that suppliers and their performance are managed appropriately
Answer:

C

Discussions

Question 9

Which practice helps to ensure that the services delivered to customers are aligned with their needs?

  • A. Service request management
  • B. Change enablement
  • C. Service level management
  • D. Problem management
Answer:

C

Explanation:
Reference: https://www.bmc.com/blogs/itil-change-enablement/

Discussions

Question 10

Which is an objective of the design coordination process?

  • A. To produce service design packages and ensure they are handed over to service transition
  • B. To assess and evaluate all changes and their impact on service designs
  • C. To document the initial structure and relationship between services and customers
  • D. To gather and document new service level requirements from the customer
Answer:

A

Discussions
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