PeopleCert itil-4-foundation practice test

Answers ITIL 4 Foundation Exam


Question 1

Which dimension of service management includes consideration of the type of relationship required
with other organizations involved in the design and delivery of services?

  • A. Organizations and people
  • B. Information and technology
  • C. Partners and suppliers
  • D. Value streams and processes
Answer:

D

Explanation:

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Question 2

Identity the missing word(s) in the blowing sentence.
The purpose of the problem management practice is to reduce the likelihood and impact o' incidents
by identifying actual and potential causes of incidents, and managing workarounds and [?].

  • A. events
  • B. charges
  • C. IT assets
  • D. known errors
Answer:

D

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Question 3

What term is used to describe the functionality of a service?

  • A. Output
  • B. Outcome
  • C. Utility
  • D. Warranty
Answer:

A

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Question 4

Which is CORRECT about change authorization?

  • A. A change authority is assigned each time a standard change is requested
  • B. Emergency changes are authorized by the technician making the change
  • C. Assignment of the change authority is based on the charge type and model
  • D. The chance authority will ensure changes are authorized after they are deployed
Answer:

C

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Question 5

Which TWO types of competence are MOST important 'or service desk staff?
1. Knowledge of business processes
2. Collaboration skills
3. Advanced technical knowledge
4. Workflow design skills

  • A. 1 and 2
  • B. 2 and 3
  • C. 3 and 4
  • D. 1 and 4
Answer:

A

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Question 6

For which purpose would the continual improvement practice use a SWOT analysis?

  • A. Understanding the current state
  • B. Defining the future desired state
  • C. Tracking and managing ideas
  • D. Ensuring everyone actively participates
Answer:

A

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Question 7

When using the ITIL continual improvement model, which information should be produced by an
organization in order to understand where the organization is now?

  • A. Business objectives
  • B. Improvement plans
  • C. Assessment results
  • D. KPI reports
Answer:

D

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Question 8

Which of the four dimensions focuses or managing data in compliance with industry regulations?

  • A. Partners and suppliers
  • B. Organizations and people
  • C. Value streams and processes
  • D. Information and technology
Answer:

D

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Question 9

Which is an example o' a service request?

  • A. A request for normal operation to be restored
  • B. A request to implement a security patch
  • C. A request tor access to a file
  • D. A request to investigate the cause of an incident
Answer:

C

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Question 10

Which is a key requirement for successful service level agreements (SLAs)?

  • A. They should be written using language and terms v/hich all parties will understand
  • B. They should be based on system-based metrics which are useful to the service provider
  • C. They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service
  • D. They should avoid ambiguous targets such as those relating to user experience
Answer:

A

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