ITIL 4 Foundation EXAM LATEST UPDATED
VERSION QUESTIONS AND VERIFIED CORRECT
ANSWERS JUST RELEASED
Which is a risk that might be removed from a service consumer by an IT service?
A. Service provider ceasing to trade
B. Security breach
C. Failure of server hardware
D. Cost of purchasing servers - answer>>>C. Failure of server hardware
Which is one of the MAIN concerns of the 'design and transition' value chain activity?
A. Understanding the organization's vision
B. Understanding stakeholder needs
C. Meeting stakeholder expectations
D. Ensuring service components are available - answer>>>C. Meeting stakeholder
expectations
Which should be handled by 'service request management'?
A. A request to implement a security patch
B. A request to provide a laptop
C. A request to resolve an error in a service
D. A request to change a target in a service level agreement - answer>>>B. A request to
provide a laptop
What can be described as an operating model for the creation and management of
products and services?
,A. Governance
B. Service value chain
C. Guiding principles
D. Practices - answer>>>B. Service value chain
Which action is performed by a service provider?
A. Requesting required service actions
B. Authorizing budget for service consumption
C. Ensuring access to agreed resources
D. Receiving of the agreed goods - answer>>>C. Ensuring access to agreed resources
Which step of the continual improvement model includes baseline assessments?
A. Did we get there?
B. Where are we now?
C. What is the vision?
D. Where do we want to be? - answer>>>B. Where are we now?
Which describes a 'change authority'?
A. A model used to determine who will assess a change
B. A person who approves a change
C. A tool used to help plan changes
D. A way to manage the people aspects of change - answer>>>B. A person who approves
a change
Which is NOT a component of the service value system?
A. The service value chain
, B. Opportunity and demand
C. Continual improvement
D. Governance - answer>>>B. Opportunity and demand
Which statement about service relationship management is CORRECT?
A. It focuses on the service actions performed by users
B. It requires the service consumer to create resources for the service provider
C. It requires co-operation of both the service provider and service consumer
D. It focuses on the fulfilment of the agreed service actions - answer>>>C. It requires co-
operation of both the service provider and service consumer
What is the MOST important reason for prioritizing incidents?
A. To ensure that user expectations are realistic
B. To ensure that incidents with highest impact are resolved first
C. To help information-sharing and learning
D. To provide links to related changes and known errors - answer>>>B. To ensure that
incidents with highest impact are resolved first
Which 'service level management' activity helps staff to deliver a more business-focused
service?
A. Creating targets based on the percentage of uptime of a service
B. Understanding the ongoing requirements of customers
C. Using complex technical terminology in service level agreements (SLAs)
D. Measuring low-level operational activities - answer>>>B. Understanding the ongoing
requirements of customers
VERSION QUESTIONS AND VERIFIED CORRECT
ANSWERS JUST RELEASED
Which is a risk that might be removed from a service consumer by an IT service?
A. Service provider ceasing to trade
B. Security breach
C. Failure of server hardware
D. Cost of purchasing servers - answer>>>C. Failure of server hardware
Which is one of the MAIN concerns of the 'design and transition' value chain activity?
A. Understanding the organization's vision
B. Understanding stakeholder needs
C. Meeting stakeholder expectations
D. Ensuring service components are available - answer>>>C. Meeting stakeholder
expectations
Which should be handled by 'service request management'?
A. A request to implement a security patch
B. A request to provide a laptop
C. A request to resolve an error in a service
D. A request to change a target in a service level agreement - answer>>>B. A request to
provide a laptop
What can be described as an operating model for the creation and management of
products and services?
,A. Governance
B. Service value chain
C. Guiding principles
D. Practices - answer>>>B. Service value chain
Which action is performed by a service provider?
A. Requesting required service actions
B. Authorizing budget for service consumption
C. Ensuring access to agreed resources
D. Receiving of the agreed goods - answer>>>C. Ensuring access to agreed resources
Which step of the continual improvement model includes baseline assessments?
A. Did we get there?
B. Where are we now?
C. What is the vision?
D. Where do we want to be? - answer>>>B. Where are we now?
Which describes a 'change authority'?
A. A model used to determine who will assess a change
B. A person who approves a change
C. A tool used to help plan changes
D. A way to manage the people aspects of change - answer>>>B. A person who approves
a change
Which is NOT a component of the service value system?
A. The service value chain
, B. Opportunity and demand
C. Continual improvement
D. Governance - answer>>>B. Opportunity and demand
Which statement about service relationship management is CORRECT?
A. It focuses on the service actions performed by users
B. It requires the service consumer to create resources for the service provider
C. It requires co-operation of both the service provider and service consumer
D. It focuses on the fulfilment of the agreed service actions - answer>>>C. It requires co-
operation of both the service provider and service consumer
What is the MOST important reason for prioritizing incidents?
A. To ensure that user expectations are realistic
B. To ensure that incidents with highest impact are resolved first
C. To help information-sharing and learning
D. To provide links to related changes and known errors - answer>>>B. To ensure that
incidents with highest impact are resolved first
Which 'service level management' activity helps staff to deliver a more business-focused
service?
A. Creating targets based on the percentage of uptime of a service
B. Understanding the ongoing requirements of customers
C. Using complex technical terminology in service level agreements (SLAs)
D. Measuring low-level operational activities - answer>>>B. Understanding the ongoing
requirements of customers
