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ITIL Practice Questions

ITIL Foundation (V4)

Last Update 5 days ago
Total Questions : 503

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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
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