ITIL-4-Foundation Practice Exam Questions and Answers

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

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

A.  

Problem

B.  

Incident

C.  

Event

D.  

Known error

A.  

Service level management

B.  

Service request management

C.  

Continual improvement

D.  

Change enablement

A.  

Organizations and people

B.  

Information and technology

C.  

Partners and suppliers

D.  

Value streams and processes

A.  

Understanding the current state

B.  

Defining the future desired state

C.  

Tracking and managing ideas

D.  

Ensuring everyone actively participates

A.  

A continual improvement register

B.  

An incident record

C.  

A change schedule

D.  

A service level agreement

A.  

Assessing which procedures can be re-used when improving a service

B.  

Understanding the methods applicable to complex systems

C.  

Eliminating metrics which do not contribute to achieving an objective

D.  

Using technology for standard tasks to give people time for complex activities

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.

A.  

Communicate so that the audience will hear

B.  

Re-use nothing from the current state

C.  

Adopt a practice which is easy to follow

D.  

Understand that fast does not mean incomplete

A.  

Suppliers

B.  

Customers

C.  

Relationship managers

D.  

Developers

A.  

The benefits, usefulness, or importance of the service, as perceived by the stakeholders

B.  

The amount of money that is created or saved for the service consumers by using the service.

C.  

A tangible or intangible deliverable of the service

D.  

A result for a stakeholder enabled by the outputs of the service

A.  

Creating collaborative relationships with key suppliers to uncover and realize new value.

B.  

Setting clear business-based targets so that the delivery of a service can be properly assessed

C.  

Identifying, analyzing, monitoring, and the continual improvement of relationships with stakeholders.

D.  

Handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.

A.  

Any financially valuable component that contributes to a service

B.  

Any request from a user that is a normal part of service delivery

C.  

Any component that needs to be managed to deliver a service

D.  

Any change of state that has significance for the management of a service

A.  

Output

B.  

Outcome

C.  

Utility

D.  

Warranty