ITIL 4 Foundation Practice Exam 4 Exam
Questions with Correct Answers
Identify the missing word(s) in the following sentence. Service management is a set of
specialized organizational [?] for enabling value for customers in the form of services.
a) Requirements
b) Functions
c) Capabilities
d) Products - Answer-Capabilities
-Explanation-
Service management is a set of specialized organizational capabilities for enabling
value to customers in the form of services.
What is the definition of a configuration item?
a) 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
b) Any valuable component that can contribute to the delivery of IT product or service
c) A particular set of settings or options on a given piece of equipment
d) Any component that needs to be managed in order to deliver an IT service. - Answer-
Any component that needs to be managed in order to deliver an IT service.
-Explanation-
A configuration item is any component that needs to be managed in order to deliver an
IT service.
Identify the missing word(s) in the following sentence. An incident is a(n) [?] interruption
to a service or reduction in the quality of a service.
a) Planned
b) Unplanned
c) Scheduled
d) Expected - Answer-Unplanned
-Explanation-
An incident is an unplanned interruption to a service or reduction in the quality of a
service.
What is the purpose of the 'change enablement' practice?
a) Supporting the agreed quality of a service by handling all pre-defined, user-initiated
service requests in an effective and user-friendly manner
b) Making new and changed services and features available for use
c) Ensuring that risks are properly assessed, authoring changes to proceed and
managing a change schedule in order to maximize the number of successful IT changes
, d) Aligning an organization's practices and services with the changing business needs
through the ongoing identification and improvement of all elements involved in the
effective management of products and services - Answer-Ensuring that risks are
properly assessed, authoring changes to proceed and managing a change schedule in
order to maximize the number of successful IT changes
-Explanation-
Change enablement is the practice of ensuring that risks are properly assessed,
authorizing changes to proceed and managing a change schedule in order to maximize
the number of successful IT changes.
What is the purpose of the 'deployment management' practice?
a) Ensuring that risks are properly assessed, authoring changes to proceed and
managing a change schedule in order to maximize the number of successful IT changes
b) Making new and changed services and features available for use
c) Moving new or changed hardware, software, documentation, processes, or any other
service component to live environments
d) Supporting the agreed quality of a service by handling all pre-defined, user-initiated
service requests in an effective and user-friendly manner - Answer-Moving new or
changed hardware, software, documentation, processes, or any other service
component to live environments
-Explanation-
Deployment management is the practice of moving new or changed hardware, software,
documentation, processes, or any other service component to live environments.
What is the purpose of the 'service level management' practice?
a) Establishing and nurturing links between an 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) Ensuring that an organization's suppliers and their performance levels are managed
appropriately to support the provision of seamless quality products and services
d) 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 -
Answer-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
-Explanation-
Service level management is the practice of 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.
What is defined as the practice of planning and managing the full lifecycle of all IT
assets?
Questions with Correct Answers
Identify the missing word(s) in the following sentence. Service management is a set of
specialized organizational [?] for enabling value for customers in the form of services.
a) Requirements
b) Functions
c) Capabilities
d) Products - Answer-Capabilities
-Explanation-
Service management is a set of specialized organizational capabilities for enabling
value to customers in the form of services.
What is the definition of a configuration item?
a) 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
b) Any valuable component that can contribute to the delivery of IT product or service
c) A particular set of settings or options on a given piece of equipment
d) Any component that needs to be managed in order to deliver an IT service. - Answer-
Any component that needs to be managed in order to deliver an IT service.
-Explanation-
A configuration item is any component that needs to be managed in order to deliver an
IT service.
Identify the missing word(s) in the following sentence. An incident is a(n) [?] interruption
to a service or reduction in the quality of a service.
a) Planned
b) Unplanned
c) Scheduled
d) Expected - Answer-Unplanned
-Explanation-
An incident is an unplanned interruption to a service or reduction in the quality of a
service.
What is the purpose of the 'change enablement' practice?
a) Supporting the agreed quality of a service by handling all pre-defined, user-initiated
service requests in an effective and user-friendly manner
b) Making new and changed services and features available for use
c) Ensuring that risks are properly assessed, authoring changes to proceed and
managing a change schedule in order to maximize the number of successful IT changes
, d) Aligning an organization's practices and services with the changing business needs
through the ongoing identification and improvement of all elements involved in the
effective management of products and services - Answer-Ensuring that risks are
properly assessed, authoring changes to proceed and managing a change schedule in
order to maximize the number of successful IT changes
-Explanation-
Change enablement is the practice of ensuring that risks are properly assessed,
authorizing changes to proceed and managing a change schedule in order to maximize
the number of successful IT changes.
What is the purpose of the 'deployment management' practice?
a) Ensuring that risks are properly assessed, authoring changes to proceed and
managing a change schedule in order to maximize the number of successful IT changes
b) Making new and changed services and features available for use
c) Moving new or changed hardware, software, documentation, processes, or any other
service component to live environments
d) Supporting the agreed quality of a service by handling all pre-defined, user-initiated
service requests in an effective and user-friendly manner - Answer-Moving new or
changed hardware, software, documentation, processes, or any other service
component to live environments
-Explanation-
Deployment management is the practice of moving new or changed hardware, software,
documentation, processes, or any other service component to live environments.
What is the purpose of the 'service level management' practice?
a) Establishing and nurturing links between an 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) Ensuring that an organization's suppliers and their performance levels are managed
appropriately to support the provision of seamless quality products and services
d) 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 -
Answer-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
-Explanation-
Service level management is the practice of 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.
What is defined as the practice of planning and managing the full lifecycle of all IT
assets?
