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ITIL Practice Exam Questions and Answers

ITIL Foundation (V4)

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Question # 1

Which statement about outcomes is CORRECT?

Options:

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

Discussion 0
Question # 2

Which dimension of service management considers the workflows and controls needed to deliver services?

Options:

A.  

Organization and people

B.  

Information and technology

C.  

Partners and suppliers

D.  

Value streams and processes

Discussion 0
Question # 3

Which dimension considers the application of artificial intelligence to service management?

Options:

A.  

Organizations and people

B.  

Information and technology

C.  

Partners and suppliers

D.  

Value streams and processes

Discussion 0
Question # 4

How can a service consumer contnbute to the reduction of nsk?

Options:

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

Discussion 0
Question # 5

Which statement about the ‘incident management’ practice is CORRECT?

Options:

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.

Discussion 0
Question # 6

Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?

Options:

A.  

Focus on value

B.  

Start where you are

C.  

Think and work holisocally

D.  

Optimize and automate

Discussion 0
Question # 7

In service relationships, what is a benefit of identifying consumer roles?

Options:

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

Discussion 0
Question # 8

Which phase of problem management includes analysing incidents to look for patterns and trends?

Options:

A.  

Problem identification

B.  

Problem control

C.  

Error control

D.  

Post-implementation review

Discussion 0
Question # 9

What are typically recognized through notifications created by an IT service, CI or monitoring tool?

Options:

A.  

Incidents

B.  

Problems

C.  

Events

D.  

Requests

Discussion 0
Question # 10

What is important for a ‘continual improvement register’ (CIR)?

Options:

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

Discussion 0
Question # 11

Which practice needs people who understand complex systems and have creative and analytical skills?

Options:

A.  

Change enablement

B.  

Service level management

C.  

Service request management

D.  

Problem management

Discussion 0
Question # 12

Which practice provides users with a way to get various requests arranged, explained and coordinated?

Options:

A.  

Service level management

B.  

Relationship management

C.  

Continual improvement

D.  

Service desk

Discussion 0
Question # 13

Which statement about the ‘four Ps’ of service design is CORRECT?

Options:

A.  

Processes refers to skill and training

B.  

Partners refers to suppliers and vendors

C.  

People refers to technology and tools

D.  

Products refers to producers and metrics

Discussion 0
Question # 14

Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?

Options:

A.  

Relationship management

B.  

IT asset management

C.  

Release management

D.  

Service desk

Discussion 0
Question # 15

Which practice identifies metrics that reflect the customer's experience of a service?

Options:

A.  

Continual improvement

B.  

Service desk

C.  

Service level management

D.  

Problem management

Discussion 0
Question # 16

Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?

Options:

A.  

Service desk

B.  

Service request management

C.  

Service level management

D.  

Service configuration management

Discussion 0
Question # 17

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.

Options:

A.  

'focus on value' guiding principle

B.  

service value system

C.  

'service request management' practice

D.  

four dimensions of service management

Discussion 0
Question # 18

Which role approves the cost of services?

Options:

A.  

User

B.  

Change authority

C.  

Sponsor

D.  

Customer

Discussion 0
Question # 19

Identify the missing work in the following sentence.

An organization which is undertaking an improvement initiative should [?] the existing methods and services when building for the future.

Options:

A.  

Consider

B.  

Discard

C.  

Re-use

D.  

Improve

Discussion 0
Question # 20

Which statement about emergency changes is CORRECT?

Options:

A.  

Emergency changes are low risk and well understood

B.  

Authorization of emergency changes may be deferred until after implementation

C.  

It is necessary to complete all documentation before an emergency charge is implemented

D.  

Emergency changes are not usually recorded in the change schedule

Discussion 0
Question # 21

What is the customer of a service responsible for?

Options:

A.  

Authorizing the budget for the service

B.  

Provisioning the service

C.  

Defining the requirements for the service

D.  

Using the service

Discussion 0
Question # 22

Which statement about the input and output of the value chain activities is CORRECT?

Options:

A.  

Each value chain activity receives inputs and provides outputs

B.  

The organization’s governance will determine the inputs and outputs of each value chain activity

C.  

Some value chain activities only have input, whereas others only have outputs

D.  

Input and output are fixed for each value chain activity

Discussion 0
Question # 23

Which practice performs reviews to ensure that services continue to meet the needs of the customers?

Options:

A.  

Monitoring and event management

B.  

Service level management

C.  

Change enablement

D.  

Service desk

Discussion 0
Question # 24

Which is a financially valuable component that can contribute to the delivery of a service?

Options:

A.  

Configuration item

B.  

Sponsor

C.  

IT asset

D.  

Service offering

Discussion 0
Question # 25

Which practice requires focus and effort to engage and listen to the requirements, issues, concerns and daily needs of customers?

Options:

A.  

Service desk

B.  

Supplier Management

C.  

Service request management

D.  

Service level management

Discussion 0
Question # 26

Which of the following is the MOST important for effective incident management?

Options:

A.  

A variety of access channels

B.  

Balanced scorecard review

C.  

Automated pipelines

D.  

Collaboration tools and techniques

Discussion 0
Question # 27

Which TWO BEST describe the guiding principles?

  • Short term
  • Standards
  • Recommendations
  • Long-term

Options:

A.  

1 and 4

B.  

3 and 4

C.  

1 and 2

D.  

2 and 3

Discussion 0
Question # 28

Which of the four dimensions contributes MOST to defining activities needed to deliver services?

Options:

A.  

Value streams and processes

B.  

Partners and suppliers

C.  

Information and technology

D.  

Organizations and people

Discussion 0
Question # 29

Which is an input to the service value system?

Options:

A.  

The system of directing and controlling an organization

B.  

A model to help meet stakeholders expectations

C.  

Recommendations to help an organization in all aspects of its work

D.  

A need from consumers for new or changes services

Discussion 0
Question # 30

Which is an example of a service request?

Options:

A.  

A request for normal operation to be restored

B.  

A request to implement a security patch

C.  

A request for access to a file

D.  

A request to investigate the cause of an incident

Discussion 0
Question # 31

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

Options:

A.  

Business objectives

B.  

Improvement plans

C.  

Assessment results

D.  

Measureable Targets

Discussion 0
Question # 32

Which TWO of the following statements are MOST associated with the optimize and automate' guiding principle?

1. It is important to assess which method of communication is appropriate 'or each type of stakeholder.

2. Complex systems should be designed with an understanding of how the components' parts are related.

3. Organizations should consider whether technology could improve the eficiency o' manual processes.

4 It is important to understand the organization's objectives when assessing the impact of potential improvements.

Options:

A.  

1 and 2

B.  

2 and 3

C.  

3 and 4

D.  

1 and 4

Discussion 0
Question # 33

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

Options:

A.  

Understanding the current state

B.  

Defining the future desired state

C.  

Tracking and managing ideas

D.  

Ensuring everyone actively participates

Discussion 0
Question # 34

What is used as a tool to help define and measure performance?

Options:

A.  

A continual improvement register

B.  

An incident record

C.  

A change schedule

D.  

A service level agreement

Discussion 0
Question # 35

What can a change schedule be used for?

Options:

A.  

Speeding up the planning and authorization of emergency changes

B.  

Providing information about deployed changes to help manage incidents and problems.

C.  

Tracking and managing improvement ideas from identification through to final action

D.  

Providing a way to initiate normal changes

Discussion 0
Question # 36

Identity the missing word in the following sentence

The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [?], and the CIs that support them, is available when and where it is needed

Options:

A.  

organizations

B.  

outcomes

C.  

relationships

D.  

services

Discussion 0
Question # 37

Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?

Options:

A.  

IT asset management

B.  

Deployment management

C.  

Continual management

D.  

Monitoring and event management

Discussion 0
Question # 38

What is the primary focus of business capacity management?

Options:

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

Discussion 0
Question # 39

Why should service desk staff detect recurring issues?

Options:

A.  

To help identify problems

B.  

To escalate incidents to the correct support team

C.  

To ensure effective handling of service requests

D.  

To engage the correct change authority

Discussion 0
Question # 40

Which statement about the ‘change enablement’ practice is CORRECT?

Options:

A.  

Service requests are usually normal changes that can be implemented quickly without authorization

B.  

Emergency changes are changes that must be fully tested and fully documented prior to implementation

C.  

Standard changes are changes that need to be scheduled, assessed and authorized following a standard process

D.  

Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited

Discussion 0
Question # 41

Which guiding principle recommends collecting data before deciding what can be re-used?

Options:

A.  

Focus on value

B.  

Keep it simple and practical

C.  

Start where you are

D.  

Progress interactively with feedback

Discussion 0
Question # 42

What should be done first when applying the 'focus on value' guiding principle?

Options:

A.  

Identify all suppliers and partners involved in the service

B.  

Determine the cost of providing the service

C.  

Identify the outcomes that the service facilitates

D.  

Determine who the service consumer is in each situation

Discussion 0
Question # 43

Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?

Options:

A.  

Keep it simple and practical

B.  

Optimize and automate

C.  

Progress iteratively with feedback

D.  

Focus on value

Discussion 0
Question # 44

Which function is responsible for the management of a data centre?

Options:

A.  

Technical management

B.  

Service desk

C.  

Application management

D.  

Facilities management

Discussion 0
Question # 45

Which value chain activity ensures the availability of service components?

Options:

A.  

Improve

B.  

Deliver and support

C.  

Engage

D.  

Obtain/build

Discussion 0
Question # 46

Which describes the utility of a service?

Options:

A.  

A service that is fit for use

B.  

A service that meets its service level targets

C.  

A service that increases constraints on the consumer

D.  

A service that supports the performance of the consumer

Discussion 0
Question # 47

Which of the four dimensions include, the knowledge bases needed to deliver and manage services?

Options:

A.  

Organizations and people

B.  

Information and technology

C.  

Partners and suppliers

D.  

Value streams and processes

Discussion 0
Question # 48

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.

Options:

A.  

Service level manager

B.  

Service desk agent

C.  

Change authority

D.  

Problem analyst

Discussion 0
Question # 49

Which is part of the ‘focus on value’ guiding principle?

Options:

A.  

Understanding what services help the service consumer

B.  

Reducing the number of steps in the customer experience

C.  

Assessing services to identify parts that can be reused

D.  

Identifying activities that can be achieved in smaller iterations

Discussion 0
Question # 50

Which activity is part of the 'continual improvement' practice?

Options:

A.  

Identifying the cause of incidents and recommending related improvements

B.  

Authorizing changes to implement improvements

C.  

Logging and managing incidents that result in improvement opportunities

D.  

Making business cases for improvement action

Discussion 0
Question # 51

Which two are considered part of the ‘organizations and people’ dimension of service management?

1.Systems of authority

2.Culture

3.Relationships between organizations

4.Workflows

Options:

A.  

1 and 2

B.  

2 and 3

C.  

3 and 4

D.  

1 and 4

Discussion 0
Question # 52

Why should a service level manager carry out regular service reviews?

Options:

A.  

To ensure that agreements are written simply and are easy to understand

B.  

To collect information about service consumer goals and objectives

C.  

To capture information about service issues and performance against agreed goals

D.  

To ensure continual improvement of services, so that they meet the evolving needs of service consumers

Discussion 0
Question # 53

What is the MOST important reason for prioritizing incidents?

Options:

A.  

To ensure that user expectations are realistic

B.  

To ensure that incidents with highest impact are resolved first

C.  

To help information-sharing are learning

D.  

To provide links to related changes and known errors

Discussion 0
Question # 54

Which step of the continual improvement model includes baseline assessments?

Options:

A.  

Did we get there?

B.  

Where are we now?

C.  

What is the vision?

D.  

Where do we want to be?

Discussion 0
Question # 55

Which practice nurtures links with stakeholders at strategic and tactical levels'?

Options:

A.  

Supplier management

B.  

Relationship management

C.  

Continual improvement

D.  

Service level management

Discussion 0
Question # 56

Which Practice includes management of workarounds and known errors?

Options:

A.  

Monitoring and event management

B.  

Service configuration management

C.  

Problem management

D.  

Incident management

Discussion 0
Question # 57

Which statement about change authorities is CORRECT?

Options:

A.  

Change authorities are only required for authorizing emergency changes

B.  

Change authorities are assigned when each change is deployed

C.  

Change authorities are only required for authorizing normal changes

D.  

Change authorities are assigned for each type of change and change model

Discussion 0
Question # 58

What are the types of asset management?

Options:

A.  

IT asset management and software asset management

B.  

Operational and technical management

C.  

IT asset management and technical management

D.  

Operational management and IT asset management

Discussion 0
Question # 59

Which practice coordinates the classification, ownership and communication of service requests and incidents?

Options:

A.  

Supplier management

B.  

Service desk

C.  

Problem management

D.  

Relationship management

Discussion 0
Question # 60

Which activity captures the demand for incident resolution and service requests?

Options:

A.  

Change control

B.  

Problem management

C.  

Service desk

D.  

Service catalogue management

Discussion 0
Question # 61

Which statement about a ‘continual improvement register’ is CORRECT?

Options:

A.  

It should be managed at the senior level of the organization

B.  

It should be used to capture user demand

C.  

There should only be one for the whole organization

D.  

It should be re-prioritized as ideas are documented

Discussion 0
Question # 62

Which statement about outcomes is CORRECT?

Options:

A.  

An outcome can be enabled by more than one output

B.  

Outcomes are how the service performs

C.  

An output can be enabled by one or more outcomes

D.  

An outcome is a tangible or intangible activity

Discussion 0
Question # 63

What should be done for every problem?

Options:

A.  

It should have a workaround to reduce the impact

B.  

It should be prioritized based on its potential impact and probability

C.  

It should be resolved so that it can be closed

D.  

It should be diagnosed to identify possible solutions

Discussion 0
Question # 64

Which is a key requirement for a successful service level agreement?

Options:

A.  

It should be written in legal language

B.  

It should be simply written and easy to understand

C.  

It should be based on the service provider’s view of the service

D.  

It should relate to simple operational metrics

Discussion 0
Question # 65

Which TWO statements about an organization’s culture are CORRECT? (Choose two.)

1. It is created from shared values based on how it carries out its work

2. It is determined by the type of technology used to support services

3. It should be based on the culture of prospective suppliers

4. It should be based on the objectives of the organization

Options:

A.  

1 and 2

B.  

2 and 3

C.  

3 and 4

D.  

1 and 4

Discussion 0
Question # 66

In which TWO situations should the ITIL guiding principles be considered?

1. In every initiative

2. In relationships with all stakeholders

3. Only in specific initiatives where the principle is relevant

4. Only in specific stakeholder relationships where the principle is relevant

Options:

A.  

1 and 2

B.  

1 and 4

C.  

2 and 3

D.  

3 and 4

Discussion 0
Question # 67

Which ITIL practice has a purpose that includes reducing the likelihood of incidents?

Options:

A.  

Change control

B.  

Continual improvement

C.  

Problem management

D.  

Service desk

Discussion 0
Question # 68

What is an IT asset?

Options:

A.  

The removal of anything that could have a direct or indirect effect on services

B.  

Any component that needs to be managed in order to deliver a service

C.  

A request from a user that initiates a service action

D.  

Any financially valuable component that can contribute to delivery of an IT product or service

Discussion 0
Question # 69

Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

Options:

A.  

Incident management

B.  

Continual improvement

C.  

Service request management

D.  

Problem management

Discussion 0
Question # 70

What helps diagnose and resolve a simple incident?

Options:

A.  

Rapid escalation

B.  

Formation of a temporary team

C.  

The use of scripts

D.  

Problem prioritization

Discussion 0
Question # 71

How should the workflow for a new service request be designed?

Options:

A.  

Use a single workflow for all types of service request

B.  

Leverage existing workflows whenever possible

C.  

Use different workflows for each type of service request

D.  

Avoid workflows for simple service requests

Discussion 0
Question # 72

Which is NOT a key focus of the 'information and technology' dimension?

Options:

A.  

Workflow management and inventory systems

B.  

Communication systems and knowledge bases

C.  

Roles and responsibilities

D.  

Security and compliance

Discussion 0
Question # 73

Identify the missing words in the following sentence.

The management of information security incidents usually requires [?].

Options:

A.  

Immediate escalation

B.  

Specialist teams

C.  

A separate process

D.  

Third party support

Discussion 0
Question # 74

A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?

Options:

A.  

As an event

B.  

As a problem

C.  

As a service request

D.  

As a change request

Discussion 0
Question # 75

Which is the purpose of the 'monitoring and event management' practice?

Options:

A.  

To ensure that accurate and reliable information about the configuration of services is available when and where it is needed

B.  

To systematically observe services and service components, and record and report selected changes of state

C.  

To protect the information needed by the organization to conduct its business

D.  

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

Discussion 0
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