Free ITIL (ITIL-4-Foundation) Certification Sample Questions with Online Practice Test
ITIL-4-Foundation Certification Study Guide Pass ITIL-4-Foundation Fast
ITIL 4 Foundation Exam is designed for IT professionals who are new to ITIL and want to gain a basic understanding of the framework. ITIL-4-Foundation exam covers the key concepts, principles, and practices of ITIL 4, including the four dimensions of service management: organizations and people, information and technology, partners and suppliers, and value streams and processes. It also covers the ITIL service value system, which includes the guiding principles, governance, and continual improvement.
ITIL 4 Foundation Exam is designed to test a candidate's knowledge of the ITIL framework, including its key concepts, principles, and practices. It covers a range of topics, including service management, service value system, service value chain, and guiding principles. ITIL-4-Foundation exam is intended to provide a basic understanding of ITIL 4 and its role in IT service management.
NEW QUESTION # 94
Which describes a set of defined steps for implementing improvements?
- A. The 'continual improvement register'
- B. The 'improve' value chain activity
- C. The 'continual improvement model'
- D. The 'engage' value chain activity
Answer: C
NEW QUESTION # 95
Which is described by the 'organizations and people' dimension of service management?
- A. Communication and collaboration
- B. Contracts and agreements
- C. Workflows and controls
- D. Inputs and outputs
Answer: A
Explanation:
The organizations and people dimension sets out the people aspects of service management to be considered when designing, operating and changing service offerings. People include employees, managers, executives, customers, supplier employees, or anybody else who is involved in the creation or consumption of services.
https://assyst.ifs.com/blog/itil4-organizations-and-people#:~:text=The%20organizations%20and%20people%20dimension%20sets%20out%20the%20people%20aspects,creation%20or%20consumption%20of%20services.
NEW QUESTION # 96
Which is included in the purpose of the 'design and transition' value chain activity?
- A. Continually meeting stakeholder expectations for costs
- B. Ensuring that service components are available when needed
- C. Providing transparency and good stakeholder relationships
- D. Supporting services according to specifications
Answer: A
NEW QUESTION # 97
Which role would is MOST SUITABLE for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?
- A. Service desk agent
- B. Change authority
- C. Service level manager
- D. Problem analyst
Answer: C
Explanation:
The purpose of the SLM practice is to set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets. SLM involves service level activities, including:
Defining service levels
Documenting
Actively managing them
https://www.bmc.com/blogs/itil-service-level-management/
NEW QUESTION # 98
Which practice requires skills and competencies related to business analysis, supplier management and relationship management?
- A. IT asset management
- B. Service level management
- C. Incident management
- D. Monitoring and event management
Answer: B
Explanation:
Reference: https://advisera.com/20000academy/blog/2019/06/17/sfia-and-itil-a-winning-combination-for-it- businesses/
NEW QUESTION # 99
Identify the missing word in the following sentence.
The purpose of the 'information security management' practice is to [?] the organization's information.
- A. audit
- B. provide
- C. store
- D. protect
Answer: D
NEW QUESTION # 100
How should an organization adopt continual improvement methods?
- A. Select a few key methods for the types of improvement that the organization handles
- B. Build the capability to use as many improvement methods as possible
- C. Use a new method for each improvement the organization handles
- D. Select a single method for all improvements that the organization handles
Answer: A
NEW QUESTION # 101
Which statement about the known error database (KEDB) is CORRECT?
- A. It is maintained by incident management and contains solutions to be implemented by problem
- B. It is a part of the configuration management database (CMDB) and contains workarounds
- C. It is maintained by the service desk and updated with the details of each new incident
- D. It is maintained by problem management and is used by the service desk to help resolve incidents
Answer: D
Explanation:
management
NEW QUESTION # 102
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
- A. Customer engagement
- B. Business metrics
- C. Operational metrics
- D. Customer feedback
Answer: A
NEW QUESTION # 103
Which is described by the 'organizations and people' dimension of service management?
- A. Communication and collaboration
- B. Contracts and agreement
- C. Workflows and controls
- D. Inputs and outputs
Answer: A
Explanation:
Explanation
The organizations and people dimension sets out the people aspects of service management to be considered when designing, operating and changing service offerings. People include employees, managers, executives, customers, supplier employees, or anybody else who is involved in the creation or consumption of services.
https://assyst.ifs.com/blog/what-are-the-four-dimensions-of-itil-4
NEW QUESTION # 104
Which dimension includes a workflow management system?
- A. Information and technology
- B. Organizations and people
- C. Partners and suppliers
- D. Value streams and processes
Answer: D
NEW QUESTION # 105
When using the ITIL continual improvement model, which information should be produced by an organization in order to understand where the organization is now?
- A. KPI reports
- B. Improvement plans
- C. Assessment results
- D. Business objectives
Answer: A
NEW QUESTION # 106
Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?
- A. Problem analysis
- B. Error control
- C. Problem identification
- D. Problem control
Answer: B
Explanation:
Explanation
Error control also regularly re-assesses the status of known errors that have not been resolved, taking account of the overall impact on customers and/or service availability, and the cost of permanent resolutions, and effectiveness of workarounds
https://www.bmc.com/blogs/itil-problem-management/#:~:text=Error%20control%20also%20regularly%20re,re
NEW QUESTION # 107
Which practice establishes a channel between the service provider and its users?
- A. Service desk
- B. Change enablement
- C. Relationship management
- D. Supplier management
Answer: A
Explanation:
Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-management-practices-processes
NEW QUESTION # 108
Which is a low risk change that has been pre-approved so that no additional authorization is needed?
- A. A normal change
- B. An emergency change
- C. A change model
- D. A standard change
Answer: D
NEW QUESTION # 109
Which is one of the MAIN concerns of the 'design and transition' value chain activity?
- A. Meeting stakeholder expectations
- B. Understanding the organization's vision
- C. Understanding stakeholder needs
- D. Ensuring service components are available
Answer: D
Explanation:
The purpose of 'obtain/build' value chain activity is "to ensure that service components are available when and where they are needed, and meet agreed specifications." Service components for 'deliver and support' and service components for design and transition are key outputs of 'obtain/build' value chain activity.
NEW QUESTION # 110
Which is a result of applying the guiding principle 'progress iteratively with feedback'?
- A. Understanding the customer's perception of value
- B. The ability to discover and respond to failure earlier
- C. Standardization of practices and services
- D. Understanding the current state and identifying what can be reused
Answer: A
NEW QUESTION # 111
Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
- A. IT asset management
- B. Continual management
- C. Deployment management
- D. Monitoring and event management
Answer: A
Explanation:
Explanation
An asset is defined as anything that is useful or valuable within a product or service. This value is generally determined financially: how much an asset costs versus how much it saves.
https://www.bmc.com/blogs/it-asset-management/
NEW QUESTION # 112
Which usually requires a team of representatives from many stakeholder groups?
- A. Authorizing an emergency change
- B. Fulfilling a service request
- C. Logging a new problem
- D. Investigating a major incident
Answer: D
NEW QUESTION # 113
Which practice is responsible for moving new or changed components to live or other environments?
- A. Release management
- B. Change enablement
- C. Deployment management
- D. Supplier management
Answer: C
NEW QUESTION # 114
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