Free ITIL – Foundation (v4) Practice Questions

A.  

Changes that need to be scheduled and assessed following a process

B.  

Changes that are low-risk and pre-authorized

C.  

Changes that are typically initiated as service requests

D.  

Changes that must be implemented as soon as possible

A.  

1 and 2

B.  

1 and 4

C.  

3 and 4

D.  

2 and 3

A.  

An organization should always use a single technique to ensure metrics are consistent

B.  

An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis

C.  

An organization should always develop competencies in methodologies and techniques that will meet their

needs

D.  

An organization should always use an approach that combines Lean, Agile and DevOps methodologies

A.  

Problem investigation and resolution

B.  

Incident analysis and prioritization

C.  

Business analysis and commercial management

D.  

Balanced scorecard reviews and maturity assessment

A.  

By initially concentrating on the most complex tasks

B.  

By optimizing as much as possible first

C.  

By replacing human intervention wherever possible

D.  

By replacing the existing tools first

A.  

Rapid escalation

B.  

Formation of a temporary team

C.  

The use of scripts

D.  

Problem prioritization

A.  

Populating and maintaining the asset register

B.  

Providing a clear path for users to report issues, queries, and requests

C.  

Delivering tactical and operational engagement with customers

D.  

Identifying and logging opportunities

A.  

Use a new method for each improvement the organization handles

B.  

Select a few key methods for the types of improvement that the organization handles

C.  

Build the capability to use as many improvement methods as possible

D.  

Select a single method for all improvements that the organization handles

A.  

A service request

B.  

An IT asset

C.  

A configuration item (CI)

D.  

An incident

A.  

To ensure that accurate and reliable information about the configuration of services is available when and where it is needed

B.  

To observe services and service components

C.  

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

D.  

To plan and manage the full lifecycle of all IT assets