Free ITIL – Foundation (v4) Practice Questions

A.  

Service consumer

B.  

Service provider

C.  

Customer

D.  

Supplier

A.  

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

B.  

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

C.  

To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services

D.  

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

A.  

A current state assessment that is carried out at the start of an improvement initiative

B.  

The identification of all interested parts at the start of an improvement initiative

C.  

An improvement initiative that is broken into a number of manageable sections

D.  

An assessment of how all the parts of an organization will affect an improvement initiative

A.  

Coordinated authorities and responsibilities

B.  

Organizational silos

C.  

Interfaces among practices

D.  

Organizational agility

A.  

Pre-determined routing of a service request

B.  

Reducing the time to compile service data

C.  

Monitoring service availability

D.  

Faster resource allocation

A.  

A change authority should be assigned to each type of change and change model

B.  

Centralizing change authorization to a single person is the most effective means of authorization

C.  

The authorization of normal changes should be expedited to ensure they can be implemented quickly

D.  

Standard changes are high risk and should be authorized by the highest level of change authority

A.  

Incidents

B.  

Problems

C.  

Events

D.  

Requests

A.  

Organization and people

B.  

Information and technology

C.  

Partners and suppliers

D.  

Value streams and processes

A.  

Organizations and people

B.  

Information and technology

C.  

Partners and suppliers

D.  

Value streams and processes

A.  

A change

B.  

An event

C.  

An incident

D.  

A problem