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ITIL 4 Foundation Exam Questions And 100% Correct Answers
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ITIL 4 Foundation Exam Questions And100% Correct Answers
What is the purpose of problem management? - Answer Reduces likelihood and impact
of incidents
What is utility? - Answer The functionality provided by a product or service to meet a
particular need
Which activity captures demand for incident resolution and service requests? - Answer
Service desk
Which value chain activity makes service components available? - Answer Obtain/build
Which of the following is an example of incident? - Answer An application is not available
during the business hours
New or changed components are deployed to all targets at the same time. Which type of
deployment approach does this statement represent? - Answer Big bang deployment
What is an event? - Answer Any change of state that has significance for the
management of a service or other
configuration item
Which of the following is a standard change? - Answer Moving a desktop for a single
user
,Which two needs should balance change control? - Answer The need for beneficial
changes
The need for protection of customers and users
What types of asset management are there? - Answer IT asset management and
software asset management
Which of the following are Problem Control activities? 1. Trend analysis of incident
records 2. Pre-evaluation of status of known errors that have not been resolved 3.
Prioritizing problems for analysis based on risk 4. Documenting a work around for future
incidents when a problem cannot be resolved quickly. Answer 3 and 4
What is best way to track and manage improvements? -Answer Use a structure
document called a continual improvement register.
Which ITIL concept describes governance? - Answer The service of value system
Which practice ensures that stakeholders needs are understood and product and
services are prioritized appropriately? - Answer Relationship management
Which of the following is not a key skill set required for service desk agents -Answer
Technical skills
Which of the following can be used to access service desks - Answer Phone calls, email,
text and social media messaging
Which of the following is an example of workaround - Answer A server is resorted to
resolve an incident.
Which key activity of service continuiti management identifies vital business functions
vbf and their dependencies - Answer Business impact analysis
, A surface is an instrument for allowing value co-creation by facilitating - Answer
Outcomes
What is disaster - Answer Sudden unplanned occurrence of a causal incident that
seriously impairs operations and reputation of an organization
Which, among the following practices, is everyone's responsibility in the organization? -
Answer Continual improvement
What are the types of events - Answer Informational, warning, and exception
Which of the following describes best, the outcomes - Answer Results for a stakeholder
-which of the following is an agreement between a service provider and a customer that
identifies both services required and the expanded level of service -Answer Service
level agreement
How does service request management help get /build value chain activity -Answer it
requires pre-approved service components to help fulfill service requests
What are the two types of cost that should be considered by a service consumer? -
Answer The costs removed by the service and the costs imposed by the
a service provider describes a package comprising a laptop with software, licenses and
support. What is this an example of? - Answer Service offering
What is the purpose of the service desk practice? Answer To capture demand for
incident resolution and service requests
What should be included in every service level agreement? Answer Clearly defined
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