Free Foundation ITIL 4 Foundation Exam ITIL-4-Foundation Exam Practice Test

Which is the BEST example of an emergency change?

• The implementation of a planned new release of a software application
• A low-risk computer upgrade implemented as a service request
• The implementation of a security patch to a critical software application
• A scheduled major hardware and software implementation

When should a change request be submitted to resolve a problem?

• As soon as a solution for the problem has been identified
• As soon as a workaround for the problem has been identified
• As soon as the analysis of the frequency and impact of incidents justifies the change
• As soon as the analysis of cost, risks and benefits justifies the change

Which role approves the cost of services?

• User
• Change authority
• Sponsor
• Customer

Which of the following is an example of incident?

• A backup server is being rebooted while services are running on the primary server
• An application is not available during the business hours
• A user has requested access to a shared repository
• A user wants to reset the password of a server

What is the CORRECT order for the three phases of problem management?

• Problem control, error control problem identification
• Error control, problem control, problem identification
• Problem identification problem control error control
• Problem identification error control problem control

Which is NOT a component of the service value system?

• The service value chain
• Opportunity and demand
• Continual improvement
• Governance

In which situation will incident management USUALLY use a separate process?

• Where no target resolution time exists
• For low impact incidents
• Where the cause must be diagnosed
• For information security incidents

Which practice provides visibility of the organization's services by capturing and reporting on service performance?

• Service desk
• Service level management
• Service request management
• Service configuration management

Which is a financially valuable component that can contribute to the delivery of a service?

• Configuration item
• Sponsor
• IT asset
• Service offering

What should a release policy include?

• The process owner and process manager for each type of release
• The roles and responsibilities for incident and problem resolution
• The naming convention and expected frequency of each type of release
• The naming convention for all configuration items (CI) recorded in the configuration management system (CMS)