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

Which is a recommendation for applying the guiding principle 'keep it simple and practical?

• Communicate in a way the audience can hear
• Sometimes nothing from the current state can be re used
• If a practice is easier to follow it is more likely to be adopted
• Fast does not mean incomplete

Which activity captures the demand for incident resolution and service requests?

• Change control
• Problem management
• Service desk
• Service catalogue management

Identify the missing words in the following sentence.When an organization has decided to improve a service, it should start by considering [?].

• existing information
• new methods
• additional measurements
• revised processes

Which of the four dimensions' focuses on roles responsibilities and systems of authority?

• Organizations and people
• Information and technology
• Partners and suppliers
• Value streams and processes

Which statement about output is correct?

• They consist of several outcomes.
• They capture customer demand for services
• They contribute to the achievement of outcomes
• They describes how the service performs.

Which of the following practices suggests that organizations should develop competencies in methodologies and techniques, like SWOT (strength, weakness, opportunity and threat) analysis and balanced scorecard review in order to meet their needs?

• incident management
• Continual improvement
• Service request management
• Change enablement

Which is a use of the change schedule?

• Assigning resources to changes
• Deciding the approval authority for changes
• Automating the change process
• Creating change models

How should the workflow for a new service request be designed?

• Use a single workflow for all types of service request
• Leverage existing workflows whenever possible
• Use different workflows for each type of service request
• Avoid workflows for simple service requests

Which term relates to service levels aligned with the needs of service consumers?

• Service management
• Warranty
• Cost
• Utility

Which dimension of service management considers the workflows and controls needed to deliver services?

• Organization and people
• Information and technology
• Partners and suppliers
• Value streams and processes