ITIL 4 Foundation Practice Exam #2
Questions with Complete Answers
Known error - Answer-The users on the fourth floor of your building keep calling the
service desk to report that their network connectivity is not working properly. The
service desk logs each of these incidents, but since there are multiple incidents for the
same issue, they forward it to the problem management activity for resolution. During
your analysis, you determine that the network switch that services the entire fourth floor
is broken and will need to be replaced. You checked the current inventory of spares, but
there are none available. It appears this problem will remain for 24 hours until a new
switch can be received and installed. How would you categorize the issue described in
this scenario?
The functionality offered by a product or service to meet a particular need - Answer-
What is the definition of utility?
Outcomes - Answer-Identify the missing word(s) in the following sentence. A customer
is a person who defines the requirements for a service and takes responsibility for the
[?] of service consumption.
Any valuable component that can contribute to the delivery of an IT product or service -
Answer-What is the definition of an IT asset?
Configuration item - Answer-Identify the missing word(s) in the following sentence. A(n)
[?] is any component that needs to be managed in order to deliver an IT service.
Establishing and nurturing links between an organization and its stakeholders at
strategic and tactical levels - Answer-What is the purpose of the 'relationship
management' practice?
Reducing the likelihood and impact of incidents by identifying actual and potential
causes of incidents, and managing workarounds and known errors - Answer-What is the
purpose of the 'problem management' practice?
Incident - Answer-Identify the missing word in the following sentence. [?] management
is the practice of minimizing the negative impact of incidents by restoring normal service
operation as quickly as
possible.
Continual improvement - Answer-What is defined as the practice of aligning an
organization's practices and services with changing business needs through the
ongoing identification and improvement of all elements
involved in the effective management of products and services?
Questions with Complete Answers
Known error - Answer-The users on the fourth floor of your building keep calling the
service desk to report that their network connectivity is not working properly. The
service desk logs each of these incidents, but since there are multiple incidents for the
same issue, they forward it to the problem management activity for resolution. During
your analysis, you determine that the network switch that services the entire fourth floor
is broken and will need to be replaced. You checked the current inventory of spares, but
there are none available. It appears this problem will remain for 24 hours until a new
switch can be received and installed. How would you categorize the issue described in
this scenario?
The functionality offered by a product or service to meet a particular need - Answer-
What is the definition of utility?
Outcomes - Answer-Identify the missing word(s) in the following sentence. A customer
is a person who defines the requirements for a service and takes responsibility for the
[?] of service consumption.
Any valuable component that can contribute to the delivery of an IT product or service -
Answer-What is the definition of an IT asset?
Configuration item - Answer-Identify the missing word(s) in the following sentence. A(n)
[?] is any component that needs to be managed in order to deliver an IT service.
Establishing and nurturing links between an organization and its stakeholders at
strategic and tactical levels - Answer-What is the purpose of the 'relationship
management' practice?
Reducing the likelihood and impact of incidents by identifying actual and potential
causes of incidents, and managing workarounds and known errors - Answer-What is the
purpose of the 'problem management' practice?
Incident - Answer-Identify the missing word in the following sentence. [?] management
is the practice of minimizing the negative impact of incidents by restoring normal service
operation as quickly as
possible.
Continual improvement - Answer-What is defined as the practice of aligning an
organization's practices and services with changing business needs through the
ongoing identification and improvement of all elements
involved in the effective management of products and services?
