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ITIL-4-Foundation Practice Questions

ITIL 4 Foundation Exam

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Total Questions : 119

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Question # 1

Which practice ensures that a variety of access channels are available for users to report issues?

Options:

A.  

Service desk

B.  

Service level management

C.  

Incident management

D.  

Change enablement

Discussion 0
Question # 2

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

Options:

A.  

Partners and suppliers

B.  

Organizations and people

C.  

Value streams and processes

D.  

Information and technology

Discussion 0
Question # 3

Identify the Missing word(s) in the following sentence

A(n) [?] cause, or potential cause, of one or more incidents?

Options:

A.  

Change

B.  

Event

C.  

Known error

D.  

Problem

Discussion 0
Question # 4

Which of the following practices suggests that organizations should develop competencies in methodologies and techniques, like SWOT (strength, weakness, opportunity, and threat) analysis and balanced scorecard review, in order to meet their needs?

Options:

A.  

Incident management

B.  

Continual improvement

C.  

Service request management

D.  

Change enablement

Discussion 0
Question # 5

Which statement about the purpose or the Monitoring and event management practice is TRUE?

Options:

A.  

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

B.  

Support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner

C.  

Systematically observe services and service components and record and report selected changes of state identified as events

D.  

Maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorized and managed within a schedule

Discussion 0
Question # 6

Which is described by the ‘organizations and people’ dimension of service management?

Options:

A.  

Communication and collaboration

B.  

Workflows and controls

C.  

Inputs and outputs

D.  

Contracts and agreement

Discussion 0
Question # 7

Why should a service level agreement include bundles of metrics?

Options:

A.  

To ensure that the service levels have been agreed with customers

B.  

To reduce the number of metrics that need to be measured and reported

C.  

To ensure that all services are included in the service reports

D.  

To help focus on business outcomes, rather than operational result.

Discussion 0
Question # 8

Which describes an unresolved problem which has been already analysed?

Options:

A.  

A workaround

B.  

An incident

C.  

A known error

D.  

A risk

Discussion 0
Question # 9

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 # 10

Which of the following is a necessity to a successful service level agreement (SLAs)?

Options:

A.  

The language and terms used in the SLA should be commonly understood by all parties

B.  

Base the SLA on system-based metrics that are useful to the service provider

C.  

In order to promote consistent service, they should be be carried forward, unchanged, from one year to the next

D.  

Vague targets, such as those related to user experience should be avoided

Discussion 0
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