Free ITIL Foundation (V4) Practice Questions

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

A.  

Organization and people

B.  

Information and technology

C.  

Partners and suppliers

D.  

Value streams and processes

A.  

Organizations and people

B.  

Information and technology

C.  

Partners and suppliers

D.  

Value streams and processes

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

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.

A.  

Focus on value

B.  

Start where you are

C.  

Think and work holisocally

D.  

Optimize and automate

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

A.  

Problem identification

B.  

Problem control

C.  

Error control

D.  

Post-implementation review

A.  

Incidents

B.  

Problems

C.  

Events

D.  

Requests

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