ITIL 4 Foundation exam ACTUAL
QUESTIONS AND CORRECT ANSWERS
What is the purpose of problem management? - CORRECT ANSWERS
Reduces the likelihood and impact of incidents
What is the definition of utility? - CORRECT ANSWERS The
functionality offered by a product or service to meet a particular need
Which activity captures the demand for incident resolution and service
requests? - CORRECT ANSWERS Service desk
Which value chain activity ensures the availability of service components? -
CORRECT ANSWERS Obtain/build
Which of the following is an example of incident? - CORRECT ANSWERS
An application is not available during the business hours
New or changed components are deployed to all targets at the same time. Which
type of
deployment approach does this statement represent? - CORRECT ANSWERS
Big bang deployment
What is an event? - CORRECT ANSWERS Any change of state that has
significance for the management of a service or other
configuration item
Which of the following is a standard change? - CORRECT ANSWERS
Moving a desktop for a single user
,Which two needs should change control balance? - CORRECT ANSWERS
The need to make beneficial changes
The need to protect customers and users
What are the types of asset management? - CORRECT ANSWERS IT
asset management and software asset management
Which of the following are problem control activities? 1. Performing trend
analysis of incident records 2. Pre assessing the status of known errors that have
not been resolved 3. Prioritizing problems for analysis based on the risk 4.
Finding in documenting a workaround for future incidents when a problem
cannot be resolved quickly. - CORRECT ANSWERS 3 and 4
What is the best way to track and manage improvements? - CORRECT
ANSWERS Use a structure document called a continual improvement
register.
Which ITIL concept describes governance? - CORRECT ANSWERS
The service of value system
Which practice ensures that stakeholders needs are understood and product and
services are prioritized appropriately? - CORRECT ANSWERS
Relationship management
Which of the following is not a key skill set required for service desk agents -
CORRECT ANSWERS Technical skills
Which of the following can be used to access service desks - CORRECT
ANSWERS Phone calls, email, text and social media messaging
, Which of the following is an example of workaround - CORRECT ANSWERS
A server is resorted to resolve an incident.
Which key activity of service continuiti management identifies vital business
functions vbf and their dependencies - CORRECT ANSWERS Business
impact analysis
A surface is a means of enabling value co-creation by facilitating - CORRECT
ANSWERS Outcomes
What is a disaster - CORRECT ANSWERS Sudden unplanned event that
causes great damage or serious loss to an organization
Which practice is the responsibility of everyone in the organization -
CORRECT ANSWERS Continual improvement
What are the different types of events - CORRECT ANSWERS
Informational, warning, and exception
Which of the following best describes outcomes - CORRECT ANSWERS
Results for a stakeholder
what of the following is an agreement between a service provider and a
customer that identifies both services required and the expanded level of
service? - CORRECT ANSWERS Service level agreement
How does service request management contribute to obtain / build value chain
activity - CORRECT ANSWERS It requires pre-approved service
components to help fulfill service requests
QUESTIONS AND CORRECT ANSWERS
What is the purpose of problem management? - CORRECT ANSWERS
Reduces the likelihood and impact of incidents
What is the definition of utility? - CORRECT ANSWERS The
functionality offered by a product or service to meet a particular need
Which activity captures the demand for incident resolution and service
requests? - CORRECT ANSWERS Service desk
Which value chain activity ensures the availability of service components? -
CORRECT ANSWERS Obtain/build
Which of the following is an example of incident? - CORRECT ANSWERS
An application is not available during the business hours
New or changed components are deployed to all targets at the same time. Which
type of
deployment approach does this statement represent? - CORRECT ANSWERS
Big bang deployment
What is an event? - CORRECT ANSWERS Any change of state that has
significance for the management of a service or other
configuration item
Which of the following is a standard change? - CORRECT ANSWERS
Moving a desktop for a single user
,Which two needs should change control balance? - CORRECT ANSWERS
The need to make beneficial changes
The need to protect customers and users
What are the types of asset management? - CORRECT ANSWERS IT
asset management and software asset management
Which of the following are problem control activities? 1. Performing trend
analysis of incident records 2. Pre assessing the status of known errors that have
not been resolved 3. Prioritizing problems for analysis based on the risk 4.
Finding in documenting a workaround for future incidents when a problem
cannot be resolved quickly. - CORRECT ANSWERS 3 and 4
What is the best way to track and manage improvements? - CORRECT
ANSWERS Use a structure document called a continual improvement
register.
Which ITIL concept describes governance? - CORRECT ANSWERS
The service of value system
Which practice ensures that stakeholders needs are understood and product and
services are prioritized appropriately? - CORRECT ANSWERS
Relationship management
Which of the following is not a key skill set required for service desk agents -
CORRECT ANSWERS Technical skills
Which of the following can be used to access service desks - CORRECT
ANSWERS Phone calls, email, text and social media messaging
, Which of the following is an example of workaround - CORRECT ANSWERS
A server is resorted to resolve an incident.
Which key activity of service continuiti management identifies vital business
functions vbf and their dependencies - CORRECT ANSWERS Business
impact analysis
A surface is a means of enabling value co-creation by facilitating - CORRECT
ANSWERS Outcomes
What is a disaster - CORRECT ANSWERS Sudden unplanned event that
causes great damage or serious loss to an organization
Which practice is the responsibility of everyone in the organization -
CORRECT ANSWERS Continual improvement
What are the different types of events - CORRECT ANSWERS
Informational, warning, and exception
Which of the following best describes outcomes - CORRECT ANSWERS
Results for a stakeholder
what of the following is an agreement between a service provider and a
customer that identifies both services required and the expanded level of
service? - CORRECT ANSWERS Service level agreement
How does service request management contribute to obtain / build value chain
activity - CORRECT ANSWERS It requires pre-approved service
components to help fulfill service requests
