How Many Questions Of ITIL-4-Foundation Simulations

NEW QUESTION 1
Which activity captures the demand for incident resolution and service requests?

• A. Change control
• B. Problem management
• C. Service desk
• D. Service catalogue management

Answer: C

NEW QUESTION 2
Which service transition process provides guidance about converting data into information?

• A. Change evaluation D18912E1457D5D1DDCBD40AB3BF70D5D
• B. Knowledge management
• C. Service validation and testing
• D. Service asset and configuration management

Answer: B

NEW QUESTION 3
Which statement about change management is CORRECT?

• A. It optimizes overall business risk
• B. It optimizes financial exposure
• C. It ensures that all changes are authorized by the change advisory board (CAB)
• D. It ensures that service requests follow the normal change management process

Answer: C

NEW QUESTION 4
Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?

• A. Release management
• B. Service desk
• C. Problem management
• D. Supplier management

Answer: B

NEW QUESTION 5
Identify the missing word in the following sentence.
A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?] and risks.

• A. information
• B. utility
• C. warranty
• D. costs

Answer: D

NEW QUESTION 6
Which describes normal changes?

• A. Changes that need to be scheduled and assessed following a process
• B. Changes that are low-risk and pre-authorized
• C. Changes that are typically initiated as service requests
• D. Changes that must be implemented as soon as possible

Answer: A

NEW QUESTION 7
What should be done to determine the appropriate metrics for measuring a new service?

• A. Measuring the performance over the first six months, and basing a solution on the results
• B. Asking customers to provide numerical targets that meet their needs
• C. Using operational data to provide detailed service reports
• D. Asking customers open questions to establish their requirements

Answer: C

NEW QUESTION 8
Which statement about the 'service desk1 practice is CORRECT?

• A. It provides a link with stakeholders at strategic and tactical levels
• B. It carries out change assessment and authorization
• C. It investigates the cause of incidents
• D. It needs a practical understanding of the business processes

Answer: D

NEW QUESTION 9
How does categorization of incidents assist the 'incident management' practice?

• A. It determines the priority assigned to the incident
• B. It determines how the service provider is perceived
• C. It helps direct the incident to the correct support area
• D. It ensures that incidents are resolved in timescales agreed with the customer

Answer: C

NEW QUESTION 10
What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?

• A. A standard change
• B. An emergency change
• C. An internal change
• D. A normal change

Answer: A

NEW QUESTION 11
What is NOT within the scope of service catalogue management?

• A. Contribution to the definition of services
• B. Interfaces between all services and supporting services
• C. Interfaces between the service catalogue and service portfolio
• D. Fulfilment of business service requests

Answer: D

NEW QUESTION 12
Which statement about outcomes is CORRECT?

• A. An outcome can be enabled by more than one output
• B. Outcomes are how the service performs
• C. An output can be enabled by one or more outcomes
• D. An outcome is a tangible or intangible activity

Answer: A

NEW QUESTION 13
Which statement about service desks is CORRECT?

• A. The service desk should work in close collaboration with support and development teams
• B. The service desk should rely on self-service portals instead of escalation to support teams
• C. The service desk should remain isolated from technical support teams
• D. The service desk should escalate all technical issues to support and development teams

Answer: A

NEW QUESTION 14
What is warranty?

• A. Assurance that a product or service will meet agreed requirements
• B. The amount of money spent on a specific activity or resource
• C. The functionality offered by a product or service to meet a particular need
• D. The perceived benefits, usefulness and importance of something

Answer: A

NEW QUESTION 15
Identify the missing word in the following sentence.
The use of [?] should support, not replace what is observed, when using the 'start where you are1 guiding principle.

• A. plans
• B. measurement
• C. process
• D. tools

Answer: B

NEW QUESTION 16
How do all value chain activities transform inputs to outputs?

• A. By using a combination of practices
• B. By using a single functional team
• C. By determining service demand
• D. By implementing process automation

Answer: A

NEW QUESTION 17
Which guiding principle recommends coordinating all dimensions of service management?

• A. Start where you are
• B. Think and work holistically
• C. Keep it simple and practical
• D. Progress iteratively with feedback

Answer: B

NEW QUESTION 18
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