ITIL 4 Foundation Practice Exam

Our ITIL Foundation practice exam series included questions and answers based on ITIL V4 Foundation Preparation. Prepare for your upcoming exam with full confidence and pass the first attempt 1) Which dimension focusses on the organization's relationships with other organizations that are involved in the design, development, deployment, delivery, support and/or continual improvement of services? a) Partners and Suppliers b) Organization and customers b) Cat and Jack d) Roles and Releases Answer : a 2) What should every service level agreement contain? a) System response time metrics b) Clearly defined service outcomes c) Number of emails to be sent per hour rate d) 100% system uptime Answer : b 3) What are all the mandate items to be included in SLA? a) Operational metrics b) Defined outcomes c) Both operational metrics and defined outcomes d) System response time Answer : b 4) In the service level management practice which activity supports planning of product and service portfolio and service offerings with information about the actual service performance and trends? a) Execution activity b) Design activity c) Plan activity d) Do activity Answer : c 5) What is the contribution of service level management to plan value chain activity? a) This plan provides information about the actual service performance and trends b) This plan collects customer and user feedback c) This plan markets products to potential customers d) This plan maintains uptime to 99.99% Answer : a 6) Which is used to measure the performance of services from a customer's point of view? a) Plan agreement b) Service agreement c) Service level agreement d) Execution Plan Answer : c 7) Which measures the availability and capability from customer's point of view? a) Performance Metrics b) Manager Plan c) Service Standards d) Service Level agreement Answer : d 8) What is the main use of service level agreement? a) Measure the performance of services from managers point of view b) Measure the performance of services from customer's point of view d) Measure performance of servers from IT point of view d) Measure quality of product Answer : b 9) What are all the key focus of the partners and suppliers dimension? Choose all that apply a) Roles and responsibilities b) Contracts and agreements c) Security and compliance d) Inventory and supply chain Answer : a,b,c 10) Which dimension incorporates contracts and other agreements between the organizations and its partners or suppliers? a) Partners and Suppliers b) Workflow and inventory c) Compliance and standards d) Roles and Revolution Answer : a 11) What is a good service desk practice? a) Practical understanding of the wider organization, the business processes, and the users b) Practical understanding of the wider organization, the business processes c) Practical understanding of the wider organization d) None of the above Answer : a 12) Which department should have a practical understanding of the business practices across the organization? a) Help Desk b) Service Desk c) Customer Service d) Customer support Answer : b 13) Which activity includes the analysis of data to identify opportunities to provide new service request options? a) Service activity b) Support activity c) Improve activity d) Important activity Answer : c 14) Which is the operating model that outlines the key activities required to respond todemand and facilitate realization of value through the design, development and managementof services and products? a) Continuous process improvement b) Service value chain c) service management plan d) continuous lifecycle Answer : b 15) What is the value chain activity output that includes portfolio decisions for design and transition? a) Service value chain b) Plan c) Dasign d) Development Answer : b 16) Which value chain activity is used to create a shared understanding of the vision, current status, improvement direction for all four dimensions and all products and services across the organization? a) Design b) Development c) Plan d) Execution Answer : c 17) What does a organization and people dimension of a service cover? a) Formal organizational structures b) service organizations c) call center support d) Customer support Answer : a 18) Which serve as the means of enabling value co-creation by facilitating outcomes that customers want to achieve without the customer having to manage specific costs and risks? a) Service b) Customer support c) Value chain d) Logistics Answer : a 19) What does change control practice ensure and take care of? a) Properly assessing risks b) Authorizing changes to proceed c) Managing a change schedule to maximize successful IT changes d) All of the above Answer : d 20) What is a change of state that has a significance for management of a service or other configuration items? a) Event b) Service c) Operating model d) Value chain Answer : a 21) What is the functionality offered by a product or service to meet a particular need? a) Utility b) Service c) Customer Service d) Value chain Answer : a 22) What is a utility? a) It is a functionality offered by a product or service to meet a particular need b) It is a service c) It is a customer service for a product d) All of the above Answer : a 23) What is the practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information? a) Information Technology b) Information security management c) Information portal d) Information product Answer : b 24) What is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible? a) Incident management b) Customer Management c) Process management d) Product management Answer : a 25) Is an output tangible deliverable or an intangible deliverable? a) Tangible deliverable b) Intangible deliverable c) Can be tangible or intangible deliverable d) None of the above Answer : c