Ultimate Guide to Prepare Free ITIL ITIL-4-Foundation Exam Questions and Answer
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ITIL 4 Foundation certification exam is intended for IT professionals who are new to ITIL or those who have worked with previous versions of the framework. ITIL 4 Foundation Exam certification is vendor-neutral and covers the essential concepts, principles, and practices of ITIL 4. It is an ideal starting point for professionals who want to improve their understanding of IT service management and its role in delivering business value.
ITIL-4-Foundation (ITIL 4 Foundation) Exam is a certification program designed to provide professionals with a comprehensive understanding of the ITIL framework. The ITIL framework is a set of best practices for IT Service Management (ITSM) that is widely used across industries. ITIL 4 Foundation Exam certification program covers the latest version of the ITIL framework, which was released in 2019. ITIL-4-Foundation exam is designed to test the knowledge and skills of candidates in implementing and managing IT services using the ITIL framework.
NEW QUESTION # 94
Which statement about IT service management is CORRECT?
- A. It is performed by customers using a mix of IT systems, services and processes
- B. It is performed by IT service providers using a mix of people, process and technology
- C. It is performed by the service desk using a mix of people, process and technology
- D. It is performed by IT service providers using a mix of suppliers and their products
Answer: B
NEW QUESTION # 95
Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?
- A. Incident management
- B. Service level management
- C. Service request management
- D. Problem management
Answer: C
NEW QUESTION # 96
Identify the missing word in the following sentence.
The purpose of the 'supplier management' practice is to ensure that the organization's suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.
- A. defined
- B. rewarded
- C. managed
- D. measured
Answer: C
Explanation:
Explanation/Reference: https://www.bmc.com/blogs/itil-management-practices/
NEW QUESTION # 97
Identify the missing words in the following sentence.
The 'incident management' practice should maintain [?] for logging and managing incidents.
- A. a value chain activity
- B. a dedicated team
- C. detailed procedures
- D. a formal process
Answer: C
NEW QUESTION # 98
Which practice ensures that a variety of access channels are available for users to report issues?
- A. Incident management
- B. Service level management
- C. Service desk
- D. Change enablement
Answer: C
Explanation:
Service desks provide a variety of channels for access including:
Phone calls, which can include specialized technology, such as interactive voice response (IVR), conference calls, voice recognition, and others.
Service portals and mobile applications, supported by service and request catalogues, and knowledge bases.
Chat, through live chat and chatbots.
Email for logging and updating, and for follow-up surveys and confirmations.
Walk-in service desk (which are becoming more prevalent in some sectors, such as higher education, where there are high peaks of activity that demand physical presence)., Text and social media messaging, which are useful for notifications in case of major incidents and for contacting specific stakeholder groups, but can also be used to allow users to request support.
Public and corporate social media and discussion forums for contacting the service provider and for peer-to-peer support.
https://www.bmc.com/blogs/itil-service-desk/
NEW QUESTION # 99
Which practice recommends the use of event-based surveys to gather feedback from customers?
- A. Change enablement
- B. Service level management
- C. Problem management
- D. Service request management
Answer: B
NEW QUESTION # 100
Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?
- A. Supporting services view
- B. Retail customer view
- C. Wholesale customer view
- D. Service-based SLA view
Answer: A
NEW QUESTION # 101
What takes place in the "Did we get there?" step of the continual service improvement (CSI) approach?
- A. Understanding priorities for improvement
- B. Verifying that improvement targets have been achieved
- C. An initial baseline assessment
- D. The production of a detailed CSI plan
Answer: B
Explanation:
Explanation
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NEW QUESTION # 102
Which TWO are important aspects of the 'service request management' practice?
1. Standardization and automation
2. Providing a variety of channels for access
3. Establishing a shared view of targets
4. Policies for approvals
- A. 3 and 4
- B. 1 and 4
- C. 2 and 3
- D. 1 and 2
Answer: B
Explanation:
Explanation/Reference: https://www.bmc.com/blogs/itil-service-request-management/
NEW QUESTION # 103
How do all value chain activities transform inputs to outputs?
- A. By using a single functional team
- B. By determining service demand
- C. By using a combination of practices
- D. By implementing process automation
Answer: C
NEW QUESTION # 104
Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?
- A. Change management
The purpose of incident management is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible. Incident management can have an enormous impact on customer and user satisfaction, and the perception of those stakeholders of the service provider.
https://www.bmc.com/blogs/itil-incident-management/ - B. Service level management
- C. Incident management
- D. Service request management
Answer: C
NEW QUESTION # 105
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
- A. Monitoring and event management
- B. Continual improvement
- C. Information security management
- D. Service level management
Answer: C
Explanation:
To protect the information needed by the organization to conduct its business. This includes understanding and managing risks to the confidentiality, integrity, and availability of information, as well as other aspects of information security such as authentication and non-repudiation.
https://www.bmc.com/blogs/itil-management-practices/
NEW QUESTION # 106
Which statement about a 'continual improvement register' is CORRECT?
- A. It should be managed at the senior level of the organization
- B. It should be used to capture user demand
- C. There should only be one for the whole organization
- D. It should be re-prioritized as ideas are documented
Answer: D
NEW QUESTION # 107
Which practices are typically involved in the implementation of a problem resolution?
1. Continual improvement
2. Service request management
3. Service level management
4. Change control
- A. 3 and 4
- B. 1 and 4
- C. 2 and 3
- D. 1 and 2
Answer: B
NEW QUESTION # 108
Which statement about outcomes is CORRECT9
- A. An outcome depends on at least one output to deliver a result
- B. An outcome defines the amount of money spent on technology for a service
- C. Outcomes enable products to be delivered to a stakeholder
- D. Outcomes provide assurance to stakeholders on how a service performs
Answer: A
NEW QUESTION # 109
Which is included in the purpose of the 'service level management' practice?
- A. To ensure accurate information about the configuration of services is available
- B. To ensure that suppliers and their performance are managed appropriately
- C. To set clear business-based targets for service levels
- D. To maximize the number of successful service and product changes
Answer: C
NEW QUESTION # 110
Which is a use of a change schedule?
- A. Providing information about deployed changes to help manage incidents and problems
- B. Tracking and managing improvement ideas from identification through to final action
- C. Speeding up the planning and authorization of emergency changes
- D. Providing a means of initiating and assessing normal changes
Answer: A
NEW QUESTION # 111
What is defined as any component that needs to be managed in order to deliver an IT service?
- A. A service request
- B. A configuration item (CI)
- C. An incident
- D. An IT asset
Answer: B
NEW QUESTION # 112
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ITIL 4 Foundation Exam is suitable for individuals who require a basic understanding of the ITIL framework and how it can be used to improve IT service management. This includes IT professionals, business managers, and anyone involved in delivering or managing IT services.
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