Real ITILFND_V4 ITIL 4 Foundation Exam Questions and Answers Updated

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ITIL 4 Foundation Certification ITILFND_V4 Free Questions Below

Page 1 of 6

1. Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

Each iteration should be designed before starting the initiative and implemented without feedback

Feedback should only be taken into account when one iteration fails to meet its objective

Feedback should be reduced for large improvements as it is unlikely that circumstances will change

Each iteration should be continually re-evaluated based on feedback

2. What are the ITIL guiding principles used for?

To help an organization make good decisions

To direct and control an organization

To identify activities that an organization must perform in order to deliver a valuable service

To ensure that an organization’s performance continually meets stakeholders’ expectations

3. Which is part of service provision?

The management of resources configured to deliver the service

The management of resources needed to consume the service

The grouping of one or more services based on one or more products

The joint activities performed to ensure continual value co-creation

4. Which describes outcomes?

Tangible or intangible deliverables

Results desired by a stakeholder

Configuration of an organization's resources

Functionality offered by a product or service

5. What are ’engage’, ‘plan’ and ‘improve’ examples of?

Service value chain activities

Service level management

Service value chain inputs

Change control

6. When should the effectiveness of a problem workaround be assessed?

Whenever the workaround is used

Whenever the problem is resolved

Whenever the workaround becomes a known error

Whenever the problem is prioritized

7. Change control

1 and 2

1 and 4

3 and 4

2 and 3

8. Which competencies are required by the 'service level management' practice?

Problem investigation and resolution

Incident analysis and prioritization

Business analysis and commercial management

Balanced scorecard reviews and maturity assessment

9. Normal changes should be handled as service requests

3 and 4

2 and 3

1 and 4

1 and 2

10. Identify the missing word in the following sentence.

A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?] and risks.

information

utility

warranty

costs

Page 2 of 6

11. Design

Ideation, Design, Develop, Deploy, Test, Operate, Retire

Retire, Test, Operate, Deploy, Ideation, Develop, Design

None of the above

Ideation, Test, Develop, Deploy, Design, Operate, Retire

12. Which describes a set of defined steps for implementing improvements?

The ‘improve’ value chain activity

The ‘continual improvement register’

The ‘continual improvement model’

The ‘engage’ value chain activity

13. Which statement about emergency changes is CORRECT?

The testing of emergency can be eliminated in order to implement the change quickly

The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly

Emergency changes should be authorized and implemented as service requests

Emergency changes must be fully documented before authorization and implementation

14. When should a full risk assessment and authorization be carried out for a standard change?

Each time the standard change is implemented

When the procedure for the standard change is created

At least once a year

When an emergency change is requested

15. How does information about problems and known errors contribute to 'incident management'?

It enables the reassessment of known erros

It enables quick and efficient diagnosis of incidents

It removes the need for collaboration during incident resolution

It removes the need for regular customer updates

16. Which service level metrics are BEST for measuring user experience?

Single system-based metrics

Metrics for the percentage of uptime of a service

Operational metrics

Metrics linked to defined outcomes

17. Which of the following is an example of incident?

A backup server is being rebooted while services are running on the primary server

An application is not available during the business hours

A user has requested access to a shared repository

A user wants to reset the password of a server

18. Which activity captures the demand for incident resolution and service requests?

Change control

Problem management

Service desk

Service catalogue management

19. Which practice provides a single point of contact for users?

Incident management

Change control

Service desk

Service request management

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

Populating and maintaining the asset register

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

Delivering tactical and operational engagement with customers

Identifying and logging opportunities

Page 3 of 6

21. What are the three phases of 'problem management'?

Problem identification, problem control, error control

Problem analysis, error identification, incident resolution

Problem logging, problem classification, problem resolution

Incident management, problem management, change control

22. When planning ‘continual improvement’, which approach for assessing the current state of a service is CORRECT?

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

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

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

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

23. Which of these should be logged and managed as a problem?

Trend analysis shows a large number of similar incidents

A user requests delivery of a laptop

A monitoring tool detects a change of state for a service

'Continual improvement' needs to prioritize an improvement opportunity

24. What defines the requirements for a service and takes responsibility for the outcomes of service consumption?

A customer

A user

A configuration item (CI)

An IT asset

25. Which practice identifies metrics that reflect a customer experience of a service?

Continual improvement

Service level management

Service desk

Problem management

26. Which statement about the steps to fulfill a service request is CORRECT?

They should be complex and detailed

They should be well-known and proven

They should include incident handling

They should be brief and simple

27. How should an organization adopt continual improvement methods?

Use a new method for each improvement the organization handles

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

Build the capability to use as many improvement methods as possible

Select a single method for all improvements that the organization handles

28. What type of change is MOST likely to be managed by the 'service request management' practice?

An emergency change

A normal change

An application change

A standard change

29. Which statement about outcomes is CORRECT?

Outcomes help service consumers achieve outputs

Outcomes are one or more services that fulfil the needs of a service consumer

Service providers help service consumers achieve outcomes

Helping service consumers achieve outcomes reduces service provider costs

30. What should be used to set user expectations for request fulfilment times?

The consumer demand for the service

The time that the customer indicates for service delivery

The service levels of the supplier

The time needed to realistically deliver the service

Page 4 of 6

31. Which is a key consideration for the guiding principle 'keep it simple and practical'?

Try to create a solution for every exception

Start with a complex solution, then simplify

Understand how each element contributes to value creation

Ignore the conflicting objectives of different stakeholders

32. What is the starting point for optimization?

Standardizing practices and services

Determining where the most positive impact would be

Securing stakeholder engagement

Understanding the vision and objectives of the organization

33. What should be done to determine the appropriate metrics for measuring a new service?

Measuring the performance over the first six months, and basing a solution on the results

Asking customers to provide numerical targets that meet their needs

Using operational data to provide detailed service reports

Asking customers open questions to establish their requirements

34. Which statement about outcomes is CORRECT?

An outcome can be enabled by more than one output

Outcomes are how the service performs

An output can be enabled by one or more outcomes

An outcome is a tangible or intangible activity

35. What is defined as a cause, or potential cause, of one or more incidents?

Change

Event

Known error

Problem

36. Which is NOT a component of the service value system?

The guiding principles

Governance

Practices

The four dimensions of service management

37. Which guiding principle recommends standardizing and streamlining manual tasks?

Optimize and automate

Collaborate and promote visibility

Focus on value

Think and work holistically

38. How should automation be implemented?

By initially concentrating on the most complex tasks

By optimizing as much as possible first

By replacing human intervention wherever possible

By replacing the existing tools first

39. Which practice updates information relating to symptoms and business impact?

Service level management

Change control

Service request management

Incident management

40. How does a service consumer contribute to the reduction of disk?

By paying for the service

By managing server hardware

By communicating constraints

By managing staff availability

Page 5 of 6

41. What is the purpose of the 'information security management1 practice?

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

To observe services and service components

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

To plan and manage the full lifecycle of all IT assets

42. Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?

Change control

IT asset management

Service desk

Service request management

43. Which statement about service desks is CORRECT?

The service desk should work in close collaboration with support and development teams

The service desk should rely on self-service portals instead of escalation to support teams

The service desk should remain isolated from technical support teams

The service desk should escalate all technical issues to support and development teams

44. What is defined as any component that needs to be managed in order to deliver an IT service?

A service request

An IT asset

A configuration item (CI)

An incident

45. When should a change request be submitted to resolve a problem?

As soon as a solution for the problem has been identified

As soon as a workaround for the problem has been identified

As soon as the analysis of the frequency and impact of incidents justifies the change

As soon as the analysis of cost, risks and benefits justifies the change

46. Which stakeholders co-create value in a service relationship?

Investor and consumer

Investor and supplier

Consumer and provider

Provider and supplier

47. Identify the missing word in the following sentence.

A known error is a problem that has been [?] and has not been resolved.

closed

logged

analysed

escalated

48. Which is a purpose of the 'engage' value chain activity?

Meeting expectations for quality, costs and time-to-market

Ensuring the continual improvement of services

Ensuring that the organization's vision is understood

Providing transparency and good relationships

49. What are the MOST important skills required by service desk staff?

Incident analysis skills

Technical skills

Problem resolution skills

Supplier management skills

50. What is an output?

A possible event that could cause harm or loss

Something created by carrying out an activity

A result for a stakeholder

A change of state that has significance for the management of a configuration item

Page 6 of 6

51. What is the purpose of the ‘deployment management’ practice?

To ensure services achieve agreed and expected performance

To make new or changed services available for use

To move new or changed components to live environments

To set clear business-based targets for service performance

52. Which dimension includes a workflow management system?

Value streams and processes

Partners and suppliers

Information and technology

Organizations and people

53. Which is a service request?

Requesting a workaround for an issue

Requesting information about how to create a document

Requesting an enhancement to an application

Requesting investigation of a degraded service

54. What is warranty?

Assurance that a product or service will meet agreed requirements

The amount of money spent on a specific activity or resource

The functionality offered by a product or service to meet a particular need

The perceived benefits, usefulness and importance of something

55. Which skill is an essential part of the 'service level management' practice?

Problem analysis

Technical knowledge

Listening

Diagnosis

56. What is described by the service value system?

How to apply the systems approach of the guiding principle think and work holistically

Services based on one or more products, designed to address needs of a target consumer group

How all the components and activities of the organization work together as a system to enable value creation

Joint activities performed by a service provider and a service consumer to ensure continual value co-creation

57. Identify the missing word in the following sentence.

A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].

assets

values

elements

services

58. Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?

Progress iteratively with feedback

Think and work holistically

Keep it simple and practical

Focus on value

59. Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?

Release management

Service desk

Problem management

Supplier management

60. Which is a key requirement for a successful service level agreement?

It should be written in legal language

It should be simply written and easy to understand

It should be based on the service provider’s view of the service

It should relate to simple operational metrics

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