| Exam Code | ITIL-4-Foundation |
| Exam Name | ITIL 4 Foundation Exam |
| Questions | 532 Questions Answers With Explanation |
| Update Date | July 15,2024 |
| Price |
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Which is a way of applying the guiding principle 'focus on value'?
A. Understanding how service consumers use services
B. Comprehending the whole, but doing something
C. Recognizing the complexity of systems
D. Doing fewer things, but doing them better
In which situation will incident management USUALLY use a separate process?
A. Where no target resolution time exists
B. For low impact incidents
C. Where the cause must be diagnosed
D. For information security incidents
Which is part of the value proposition of a service?
A. Costs removed from the consumer by the service
B. Costs imposed on the consumer by the service
C. Outputs of the service received by the consumer
D. Risks imposed on the consumer by the service
Which practice helps to ensure that the services delivered to customers are aligned with their needs?
A. Service request management
B. Change enablement
C. Problem management
D. Service level management
Which is the addition, modification or removal of anything that could have an effect on services?
A. A change
B. An event
C. An incident
D. A problem
Which can act as an operating model for an organization?
A. The four dimensions of service management
B. The service value chain
C. The ITIL guiding principles
D. Continual improvement
Which dimension of service management considers how activities are coordinated?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes
Which principle concentrates on service consumers?
A. Start where you are
B. Optimize and automate
C. Keep it simple
D. Focus on value
Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?
A. Plan
B. Improve
C. Design and transition
D. Deliver and support
Which service request management decisions require that policies are established'?
A. Deciding how degradations of service are resolved
B. Deciding how to handle service requests where the steps are unknown
C. Deciding which service requests require approval
D. Deciding when workarounds should be used
Which is described by the 'organizations and people' dimension of service management?
A. Workflows and controls
B. Communication and collaboration
C. Inputs and outputs
D. Contracts and agreements
What type of change is MOST likely to be managed as a service request?
A. A standard change
B. A normal change
C. An emergency change
D. An organizational change
Which statement about output is correct?
A. They consist of several outcomes.
B. They capture customer demand for services
C. They contribute to the achievement of outcomes
D. They describes how the service performs.
Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?
A. Service desk
B. Continual improvement
C. Problem management
D. Incident management
Which practice makes use of methods from Lean. Agile and DevOps?
A. Service desk
B. Continual improvement
C. Problem management
D. Incident management
Which facilitates outcomes that customers want to achieve?
A. Service
B. Warranty
C. Organization
D. IT asset
Which ITIL concept helps an organization to make good decisions?
A. Four dimensions of service management
B. Guiding principles
C. Service value chain
D. Practices
Which of the following is NOT recommended by the guiding principle 'start where you are?
A. Asking questions that appear to be stupid
B. Identifying what is available to be leveraged
C. Building something completely new
D. Collecting data directly from the source
Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?
A. Focus on value
B. Start where you are
C. Think and work holisocally
D. Optimize and automate
What role would be MOST suitable for someone with tots of experience working in IT and business roles?They also have experience of managing relationships with various stakeholders, including suppliers and business managers.
A. Service level manager
B. Service desk agent
C. Change authority
D. Problem analyst
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