- Study guides, Class notes & Summaries

ITIL 4 Foundation Exam Questions and Answers 100% Solved | Rated A+ What is the purpose of problem management? - Reduces the likelihood and impact of incidents What is the definition of utility? - The functionality offered by a product or service to meet a particular need Which activity captures the demand for incident resolution and service requests? - Service desk Which value chain activity ensures the availability of service components? - Obtain/build Which of the following is an ex...

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22 pages

Written in 2024/2025

Grade A+

NinjaNerd

ITIL 4 Exam Questions and Answers 100% Solved | Graded A+ 2) Which term describes the functionality offered by a service? A. Cost B. Utility C. Warranty D. Risk - A. Incorrect. Cost is "The amount of money spent on a specific activity or resource." Ref 2.5.2 B. Correct. Utility is "The functionality offered by a product or service." Ref 2.5.4 C. Incorrect. Warranty is "Assurance that a product or service will meet agreed requirements". Ref 2.5.4 D. Incorrect. A risk...

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46 pages

Written in 2024/2025

Grade A+

NinjaNerd

ITIL 4 Exam Questions and Answers 100% Solved | Grade A+ What is IT Service Management? - A set of specialized organizational capabilities for enabling value to customers in the form of services. ITSM is the application of service management to IT. It is our discipline; how we all work together Organization - A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives Value - The perceived benefits, usefulness, ...

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26 pages

Written in 2024/2025

Grade A+

NinjaNerd

ITIL 4 Exam Practice Questions and Answers 100% Solved | Rated A+ Which practice is responsible for moving components to live environments? A. Change enablement B. Release management C. IT asset management D. Deployment management - D Which practice includes the classification and ownership of queries and requests from users? A. Service desk B. Incident management C. Change enablement D. Service level management - A Which practice identifies metrics that reflect the customer's ex...

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31 pages

Written in 2024/2025

Grade A+

NinjaNerd

ITIL 4 FOUNDATION QUESTIONS AND ANSWERS governance ANSWER the means by which an organization is directed and controlled service management ANSWER A set of specialized organizational capabilities for providing value to customers in the form of services value ANSWER the perceived benefits, usefulness, and importance of something Who determines the perceived value? ANSWER the RECIPIENT value is objective ANSWER False organization ANSWER a person or a group of peo...

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5 pages

Written in 2024/2025

Grade A+

LectEduPdf

ITIL 4 FOUNDATION PRACTICE EXAM WITH ANSWERS Which practice includes the classification and ownership of queries and requests from users? A. Service desk B. Incident management C. Change control D. Service level management ANSWER A. "Service desks provide a clear path for users to report issues, queries, and requests, and have them acknowledged, classified, owned, and actioned" Rationals: B. Incorrect. The 'incident management' practice deals only with incidents,...

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36 pages

Written in 2024/2025

Grade A+

LectEduPdf

ITIL FOUNDATION 4 PRACTICE EXAM AND ANSWERS What is the effect of increased automation on the 'service desk' practice? ANSWER Greater ability to focus on customer experience when personal contact is needed Which term describes the functionality offered by a service? ANSWER Utility Which is the purpose of the 'monitoring and event management' practice? ANSWER To systematically observe services and service components, and record and report selected changes of state ...

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5 pages

Written in 2024/2025

Grade A+

LectEduPdf

ITIL 4 EXAM WITH CORRECT QUESTIONS AND ANSWERS Service Management ANSWER A set of specialized organizational capabilities for enabling value for customers in the form of services Service Management ANSWER A set of specialized organizational capabilities for enabling value for customers in the form of services Output ANSWER Tangible or intangible deliverable of an activity Outcome ANSWER Result for a stakeholder produced by one or more outputs. Cost ANSWER Amount ...

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7 pages

Written in 2024/2025

Grade A+

LectEduPdf

ITIL 4 FOUNDATION INTRODUCTION WITH CORRECT ANSWERS Identify the missing word in the following sentence. ITIL, the most widely accepted approach to IT service management in the world, is developed, managed and operated by the [?] organization. —(ISC)² —ANXELOS —CompTIA —ISACA ANSWER ANXELOS is a joint venture set up in 2014 by the Government of the United Kingdom and Capita, to develop, manage and operate qualifications in best practice such as ITIL. ...

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6 pages

Written in 2024/2025

Grade A+

LectEduPdf

et the ultimate Axelos ITIL V4 study package, featuring comprehensive notes, practice exams, and key summaries. Master IT service management principles efficiently. Ideal for exam preparation and boosting your ITIL certification success. Start your journey now

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7 items

SparklingGrades1

Axelos ITIL v4 Exam Flashcards Exam Prep Questions And Answers ()

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4 pages

Written in 2023/2024

Grade A+

SparklingGrades1

ITIL Final Exam Questions & Answers 2024/2025

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3 pages

Written in 2023/2024

Grade A+

Bensuda

ITIL Exam Questions & Answers 2024/2025 What are the sources of Best Practice? - ANSWERSStandards Industry Practices Academic Research Training & Education Internal Experience What are the enablers of Best Practice? - ANSWERSEmployees Customers Suppliers Advisors Technology Why is ITIL successful? - ANSWERSITIL is a framework that identifies best practices. ITIL is: Vendor Neutral Non-prescriptive A best practice Internal Service - ANSWERSA service delivered between...

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5 pages

Written in 2023/2024

Grade A+

Bensuda

Bundle of ITIL Exams |Questions Solved 100% Correct

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9 items

QUINTER

What do customer perceptions and business outcomes help to define? A. The value of a service B. Service metrics C. The total cost of a service D. Key performance indicators (KPIs) - A Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific circumstances? A. Continual improvement B. Service value chain C. Practices D. Guiding principles - A

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91 pages

Written in 2023/2024

Grade A+

QUINTER

A - Which of these statements is the BEST description of the purpose of the service transition lifecycle stage? A. Ensure services agreed on and designed in strategy and design are delivered effectively into operation B. Ensure services are designed to meet business expectations C. Ensure services are operated according to service level agreement D. Ensure services are measured and improved according to improvement guidelines C - Which of these recognized "business benefits" or "value ...

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26 pages

Written in 2023/2024

Grade A+

QUINTER

Which practice makes use of methods from Lean, Agile and DevOps? - Continual improvement Identify the missing word in the following sentence. Sponsor is the role that authorizes budget for service [?] - consumption Which statement about service offerings is CORRECT? - The same product can be used as a basis for more than one service offering Which statement about value streams is CORRECT? - Each value stream must be designed for a specific scenario

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9 pages

Written in 2023/2024

Grade A+

QUINTER

) Which practice is responsible for moving components to live environments? A. Change control B. Release management C. IT asset management D. Deployment management - D. Correct. "The purpose of the deployment management practice is to move new or changed hardware, software, documentation, processes, or any other component to live environments." Ref 5.3.1 Which practice includes the classification and ownership of queries and requests from users? A. Service desk B. Incident management...

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15 pages

Written in 2023/2024

Grade A+

QUINTER

QUESTION 1 Which role is responsible for carrying out the activities of a process? A. Process owner B. Change manager C. Service manager D. Process practitioner - D. Process practitioner QUESTION 2 Which process or function is responsible for monitoring activities and events in the IT infrastructure? A. Service level management B. IT operations management C. Capacity management D. Incident management - B. IT operations management

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165 pages

Written in 2023/2024

Grade A+

QUINTER

Book Topics - 1. ITIL Qualification Scheme 2. Intro to Service Management 3. ITIL and the service lifecycle 4. Service Strategy 5. Service Design 6. Service Transition 7. Service Operations 8. Continual Service Improvement 9. Service Management Technology 10. How it all fits together ITIL Service Lifecycle - Service Strategy-SS, Service Design-SD, Service Transition-ST, Service Operation, Continual Service Improvement-CSI

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30 pages

Written in 2023/2024

Grade A+

QUINTER