ITIL 4 Foundation Practice Exam 2
Questions with Complete Solutions
What is the definition of utility?
a) The assurance that a product or service will meet agreed requirements
b) A possible event that could cause harm or loss, or make it more difficult to achieve
objectives
c) The functionality offered by a product or service to meet a particular need
d) A tangible or intangible deliverable that is produced by carrying out an activity -
Answer-The functionality offered by a product or service to meet a particular need
-Explanation-
Utility is the functionality offered by a product or service to meet a particular need.
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.
a) Outcomes
b) Cost
c) Outputs
d) Benefits - Answer-Outcomes
-Explanation-
A customer is a person who defines the requirements for a service and takes
responsibility for the outcomes of service consumption.
What is the definition of an IT asset?
a) A particular set of settings or options on a given piece of equipment
b) Any valuable component that can contribute to delivery of an IT product or service
c) A means of enabling value co-creation by facilitation outcomes that customers want
to achieve, without the customer having to manage specific costs and risks
d) Any component that needs to be managed in order to deliver an IT service - Answer-
Any valuable component that can contribute to delivery of an IT product or service
-Explanation-
An IT asset is any valuable component that can contribute to the delivery of an IT
product or service.
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.
a) Product
b) Outputs
c) Asset
, d) Configuration item - Answer-Configuration item
-Explanation-
A configuration item is any component that needs to be managed in order to deliver an
IT service.
What is the purpose of the 'relationship management' practice?
a) Establishing and nurturing links between and organization and its stakeholders at
strategic and tactical levels
b) Supporting the agreed quality of a service by handling all pre-defined, user-initiated
service requests in an effective and user-friendly manner
c) Setting clear business-based targets for service performance so that the delivery of a
service can be properly assessed, monitored, and managed against these targets
d) Ensuring that an organization's suppliers and their performance levels are managed
appropriately to support the provision of seamless quality products and services -
Answer-Establishing and nurturing links between and organization and its stakeholders
at strategic and tactical levels
-Explanation-
Relationship management is the practice of establishing and nurturing links between an
organization and its stakeholders at strategic and tactical levels.
What is the purpose of the 'problem management' practice?
a) Ensuring that services deliver agreed levels of availability or that change can be
assessed
b) Supporting the agreed quality of a service by handling all pre-defined, user-initiated
service requests in an effective and user-friendly manner
c) Minimizing the negative impact of incidents by restoring normal service operation as
quickly as possible
d) Reducing the likelihood and impact of incidents by identifying actual and potential
causes of incidents, and managing workarounds and known errors - Answer-Reducing
the likelihood and impact of incidents by identifying actual and potential causes of
incidents, and managing workarounds and known errors
-Explanation-
Problem management is the practice of reducing the likelihood and impact of incidents
by identifying actual and potential causes of incidents, and managing workarounds and
known errors.
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.
a) Availability
b) Event
c) Incident
d) Problem - Answer-Incident
Questions with Complete Solutions
What is the definition of utility?
a) The assurance that a product or service will meet agreed requirements
b) A possible event that could cause harm or loss, or make it more difficult to achieve
objectives
c) The functionality offered by a product or service to meet a particular need
d) A tangible or intangible deliverable that is produced by carrying out an activity -
Answer-The functionality offered by a product or service to meet a particular need
-Explanation-
Utility is the functionality offered by a product or service to meet a particular need.
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.
a) Outcomes
b) Cost
c) Outputs
d) Benefits - Answer-Outcomes
-Explanation-
A customer is a person who defines the requirements for a service and takes
responsibility for the outcomes of service consumption.
What is the definition of an IT asset?
a) A particular set of settings or options on a given piece of equipment
b) Any valuable component that can contribute to delivery of an IT product or service
c) A means of enabling value co-creation by facilitation outcomes that customers want
to achieve, without the customer having to manage specific costs and risks
d) Any component that needs to be managed in order to deliver an IT service - Answer-
Any valuable component that can contribute to delivery of an IT product or service
-Explanation-
An IT asset is any valuable component that can contribute to the delivery of an IT
product or service.
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.
a) Product
b) Outputs
c) Asset
, d) Configuration item - Answer-Configuration item
-Explanation-
A configuration item is any component that needs to be managed in order to deliver an
IT service.
What is the purpose of the 'relationship management' practice?
a) Establishing and nurturing links between and organization and its stakeholders at
strategic and tactical levels
b) Supporting the agreed quality of a service by handling all pre-defined, user-initiated
service requests in an effective and user-friendly manner
c) Setting clear business-based targets for service performance so that the delivery of a
service can be properly assessed, monitored, and managed against these targets
d) Ensuring that an organization's suppliers and their performance levels are managed
appropriately to support the provision of seamless quality products and services -
Answer-Establishing and nurturing links between and organization and its stakeholders
at strategic and tactical levels
-Explanation-
Relationship management is the practice of establishing and nurturing links between an
organization and its stakeholders at strategic and tactical levels.
What is the purpose of the 'problem management' practice?
a) Ensuring that services deliver agreed levels of availability or that change can be
assessed
b) Supporting the agreed quality of a service by handling all pre-defined, user-initiated
service requests in an effective and user-friendly manner
c) Minimizing the negative impact of incidents by restoring normal service operation as
quickly as possible
d) Reducing the likelihood and impact of incidents by identifying actual and potential
causes of incidents, and managing workarounds and known errors - Answer-Reducing
the likelihood and impact of incidents by identifying actual and potential causes of
incidents, and managing workarounds and known errors
-Explanation-
Problem management is the practice of reducing the likelihood and impact of incidents
by identifying actual and potential causes of incidents, and managing workarounds and
known errors.
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.
a) Availability
b) Event
c) Incident
d) Problem - Answer-Incident
