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ITILFND V4 Practice Exam — Free 337+ Questions

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Question 1

ITIL practices

Question 2

Continual improvement

Question 3

The service value chain

Question 4

The service value chain

Question 5

ITIL practices

Question 6

Service management concepts

Question 7

ITIL practices

Question 8

ITIL practices

Question 9

ITIL practices

Question 10

ITIL practices

Question 11

ITIL practices

Question 12

Service management concepts

Question 13

Service management concepts

Question 14

The service value chain

Question 15

ITIL practices

Question 16

The service value chain

Question 17

The ITIL service value system

Question 18

Service management concepts

Question 19

ITIL practices

Question 20

ITIL practices

Question 21

ITIL practices

Question 22

The service value chain

Question 23

The four dimensions of service management

Question 24

Service management concepts

Question 25

ITIL practices

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What is the cause, or potential cause, of one or more incidents?

A A problem
B A known error
C An event
D A change

Which statement about a ‘continual improvement register (CIR)’ is TRUE?

A Used to help plan changes, assist in communication, avoid conflicts, and assign resources
B Used to select the right method, model or technique for identifying improvements
C Used to track and manage improvement ideas from identification through to final action
D Used to provide a formal description of one or more services, designed to address the needs of a target consumer group

What is used to link activities within the service value chain?

A Service level agreements
B Inputs, outputs and triggers
C Opportunity, demand and value
D Service desk

What describes the steps needed to create and deliver a specific service to a consumer?

A Service management
B Practices
C A value stream
D Service level management

What is an incident?

A The planned removal of an item that might affect a service
B A result enabled by one or more outputs
C A possible future event that could cause harm
D A service interruption resolved by the use of self-help tools

Which is an example of a business related measurement?

A The number of passengers checked in
B The average time to respond to change requests
C The average resolution time for incidents
D The number of problems resolved

Identify the missing word(s) in the following sentence:
The service desk should be the entry point and single point of contact for the [?] with all of its users.

A Service consumer
B Service provider
C Customer
D Supplier

What is the definition of a known error?

A An unplanned interruption to a service, or reduction in the quality of a service
B A cause, or potential cause, of one or more incident
C A problem that has been analyzed and has not been resolved
D Any change of state that has significance for the management of a service or other configuration item (CI)

Which is handled as a service request?

A An investigation to identify the cause of an incident
B A compliment about an IT support team
C The failure of an IT service
D An emergency change to implement a security patch

What actions does a service desk take for all issues, queries and requests that are reported to them?

A Schedule, assess, authorize
B Diagnose, investigate, resolve
C Initiate, approve, fulfil
D Acknowledge, classify, own

Which statement about the 'change enablement' practice is CORRECT?

A Service requests are usually normal changes that can be implemented quickly without authorization
B Emergency changes are changes that must be fully tested and fully documented prior to implementation
C Standard changes are changes that need to be scheduled, assessed and authorized following a standard process
D Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited

Which will NOT be handled as a service request?

A The degradation of a service
B The replacement of a toner cartridge
C The provision of a laptop
D A complaint about a support team

Identify the missing words in the following sentence:
A user is [?] that uses services.

A an organization
B a role
C a team
D a supplier

Which is an external input to the service value chain?

A The 'improve' value chain activity
B An overall plan
C Customer requirements
D Feedback loops

Which gives a user access to a system?

A Service requirement
B Service agreement
C Service consumption
D Service provision

Which value chain activity ensures that service components meet agreed specifications?

A Plan
B Design and transition
C Obtain/build
D Deliver and support

Which usually requires a team of representatives from many stakeholder groups?

A Fulfilling a service request
B Authorizing an emergency change
C Logging a new problem
D Investigating a major incident

Which describes the utility of a service?

A A service that is fit for use
B A service that meets its service level targets
C A service that increases constraints on the consumer
D A service that supports the performance of the consumer

Which is a key requirement for a successful service level agreement (SLA)?

A Using individual metrics that relate to the service catalogue
B Using bundled metrics to relate performance to outcomes
C Using single-system-based metrics that relate to outputs
D Using an agreement between the service provider and service supplier

Which practice recommends using tools for collaboration and the automated matching of symptoms?

A Problem management
B Service level management
C Incident management
D Service request management

Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?

A Service desk
B Monitoring and event management
C Service level management
D Continual improvement

Which action is performed by a service provider?

A Requesting required service actions
B Authorizing budget for service consumption
C Ensuring access to agreed resources
D Receiving of the agreed goods

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

A Organizations and people
B Information and technology
C Partners and suppliers
D Value streams and processes

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

A Service management
B Warranty
C Cost
D Utility

Which statement about problems is CORRECT?

A Problems are not related to incidents
B Problems must be resolved quickly in order to restore normal business activity
C Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis
D Problem prioritization involves risk assessment

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