ITIL 4 Foundation ITILFND_V4 Updated Questions

1. 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

2. 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

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

Service level management

Change control

Service request management

Incident management

4. Which is included in the purpose of the ‘design and transition’ value chain activity?

Ensuring that service components are available when needed

Providing transparency and good stakeholder relationships

Supporting services according to specifications

Continually meeting stakeholder expectations for costs

5. 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

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

The guiding principles

Governance

Practices

The four dimensions of service management

7. 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

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

Change

Event

Known error

Problem

9. Which guiding principle recommends eliminating activities that do not contribute to the creation of value?

Start where you are

Collaborate and promote visibility

Keep it simple and practical

Optimize and automate

10. 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

11. 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

12. Which dimension considers how knowledge assets should be protected?

Organizations and people

Partners and suppliers

Information and technology

Value streams and processes

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

Service management

Continual improvement

A service

An IT asset

14. Identify the missing words in the following sentence.

The management of information security incidents usually requires [?].

Immediate escalation

Specialist teams

A separate process

Third party support

15. 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

16. 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

17. 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

18. 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

19. Identify the missing word in the following sentence.

The purpose of the supplier management practice is to ensure that the organization’s suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.

costs

users

value

performances

20. What is a recommendation of the ‘focus on value’ guiding principle?

Make ‘focus on value’ a responsibility of the management

Focus on the value of new and significant projects first

Focus on value for the service provider first

Focus on value at every step of the improvement

ITIL 4 Foundation ITILFND_V4 Updated Questions

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