ITIL 4 Foundation v1.0

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Exam contains 342 questions

Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

  • A. Information security management
  • B. Continual improvement
  • C. Monitoring and event management
  • D. Service level management


Answer : A

Which will help solve incidents more quickly?

  • A. Target resolution times
  • B. Escalating all incidents to support teams
  • C. Collaboration between teams
  • D. Detailed procedural steps for incident investigation


Answer : D

When is the earliest that a workaround can be documented in 'problem management'?

  • A. After the problem has been logged
  • B. After the problem has been prioritized
  • C. After the problem has been analyzed
  • D. After the problem has been resolved


Answer : C

Which is an activity of the 'problem management' practice?

  • A. Restoration of normal service operation as quickly as possible
  • B. Prioritization of problems based on the risk that they pose
  • C. Authorization of changes to resolve the cause of problems
  • D. Resolution of incidents in a time that meets customer expectations


Answer : B

Which practice is MOST likely to benefit from the use of chatbots?

  • A. Service level management
  • B. Change enablement
  • C. Continual improvement
  • D. Service desk


Answer : D

Where are the details of the required performance outcomes of a service defined?

  • A. Service level agreements
  • B. Service requests
  • C. Service components
  • D. Service offerings


Answer : A

Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?

  • A. Plan
  • B. Improve
  • C. Design and transition
  • D. Deliver and support


Answer : A

Which practice has the purpose of ensuring that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services?

  • A. Release management
  • B. Supplier management
  • C. Service management
  • D. Relationship management


Answer : B

Which two practices interact the MOST with the service desk practice?

  • A. Incident management and service request management
  • B. Service request management and deployment management
  • C. Deployment management and change enablement
  • D. Change enablement and incident management


Answer : A

Which is an activity of the 'incident management' practice?

  • A. Assessing and prioritizing improvement opportunities
  • B. Performing service reviews with customers
  • C. Providing good-quality updates when expected
  • D. Automating service requests to the greatest degree possible


Answer : C

Identify the missing words in the following sentence:
A user is [?] that uses services.

  • A. an organization
  • B. a role
  • C. a team
  • D. a supplier


Answer : B

Which is included in the purpose of the 'change enablement' practice?

  • A. Make new and changed services available for use
  • B. Ensure that risks have been properly assessed
  • C. Record and report selected changes of state
  • D. Plan and manage the full lifecycle of all IT assets


Answer : B

Which activity is part of the 'continual improvement' practice?

  • A. Identifying the cause of incidents and recommending related improvements
  • B. Authorizing changes to implement improvements
  • C. Logging and managing incidents that result in improvement opportunities
  • D. Making business cases for improvement action


Answer : D

In which step of the 'continual improvement model' is an improvement plan implemented?

  • A. What is the vision?
  • B. How do we get there?
  • C. Take action
  • D. Did we get there?


Answer : C

Which is the BEST example of a standard change?

  • A. The review and authorization of a change requested by a customer
  • B. The implementation of a critical software patch in response to a vendor security issue
  • C. The installation of a software application in response to a service request
  • D. The replacement of a component in response to a major incident


Answer : C

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Exam contains 342 questions

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