Free ITIL – Foundation (v4) Practice Questions

A.  

What is the vision?

B.  

How do we get there?

C.  

Take action

D.  

Did we get there?

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

A.  

Service provision, service consumption, service relationship management

B.  

Governance, service value chain, practices

C.  

Outcomes, utility, warranty

D.  

Customer value, stakeholder value, organization

A.  

Incident management

B.  

Service request management

C.  

Service level management

D.  

IT asset management

A.  

It is performed by customers using a mix of IT systems, services and processes

B.  

It is performed by IT service providers using a mix of suppliers and their products

C.  

It is performed by the service desk using a mix of people, process and technology

D.  

It is performed by IT service providers using a mix of people, process and technology

A.  

To maximize the number of successful service and product changes

B.  

To ensure accurate information about the configuration of services is available

C.  

To set clear business-based targets for service levels

D.  

To ensure that suppliers and their performance are managed appropriately

A.  

It optimizes overall business risk

B.  

It optimizes financial exposure

C.  

It ensures that all changes are authorized by the change advisory board (CAB)

D.  

It ensures that service requests follow the normal change management process

A.  

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

B.  

Any change of state that has significance for the management of a service or other configuration item

C.  

Cause of one or more incidents

D.  

An unplanned interruption to a service or reduction in the quality of a service

A.  

Information should always be communicated

B.  

It has an intended purpose or a resultant action

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C.  

Meetings are always the best method of communication

D.  

It is stored in the configuration management system

A.  

Supplier management

B.  

Change enablement

C.  

Relationship management

D.  

Service desk