Actual ITIL ITIL-4-Foundation Training Materials Online

NEW QUESTION 1
Which term is used to describe the prediction and control of income and expenditure within an organization?

• A. Charging
• B. Governance
• C. Budgeting
• D. Accounting

Answer: C

NEW QUESTION 2
What are the three phases of 'problem management'?

• A. Problem identification, problem control, error control
• B. Problem analysis, error identification, incident resolution
• C. Problem logging, problem classification, problem resolution
• D. Incident management, problem management, change control

Answer: A

NEW QUESTION 3
Who is responsible for defining metrics for change management?

• A. The change management process owner
• B. The change advisory board (CAB)
• C. The service owner
• D. The continual service improvement manager

Answer: A

NEW QUESTION 4
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?

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

Answer: C

NEW QUESTION 5
Which service management dimension is focused on activities and how these are coordinated?

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

Answer: C

NEW QUESTION 6
Which statement about outcomes is CORRECT?

• A. Outcomes help service consumers achieve outputs
• B. Outcomes are one or more services that fulfil the needs of a service consumer
• C. Service providers help service consumers achieve outcomes
• D. Helping service consumers achieve outcomes reduces service provider costs

Answer: C

NEW QUESTION 7
Which dimension includes a workflow management system?

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

Answer: A

NEW QUESTION 8
Which practice updates information relating to symptoms and business impact?

• A. Service level management
• B. Change control
• C. Service request management
• D. Incident management

Answer: D

NEW QUESTION 9
Which is part of service provision?

• A. The management of resources configured to deliver the service
• B. The management of resources needed to consume the service
• C. The grouping of one or more services based on one or more products
• D. The joint activities performed to ensure continual value co-creation

Answer: A

NEW QUESTION 10
What is the effect of increased automation on the 'service desk1 practice?

• A. Increased ability to focus on fixing technology instead of supporting people
• B. Greater ability to focus on customer experience when personal contact is needed
• C. Elimination of the need to escalate incidents to support teams
• D. Decrease in self-service incident logging and resolution

Answer: B

NEW QUESTION 11
Which of the following is an example of incident?

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

Answer: B

NEW QUESTION 12
Which service level metrics are BEST for measuring user experience?

• A. Single system-based metrics
• B. Metrics for the percentage of uptime of a service
• C. Operational metrics
• D. Metrics linked to defined outcomes

Answer: D

NEW QUESTION 13
What is the purpose of the ‘deployment management’ practice?

• A. To ensure services achieve agreed and expected performance
• B. To make new or changed services available for use
• C. To move new or changed components to live environments
• D. To set clear business-based targets for service performance

Answer: C

NEW QUESTION 14
Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?

• A. Relationship management
• B. IT asset management
• C. Release management
• D. Service desk

Answer: B

NEW QUESTION 15
What is defined as any component that needs to be managed in order to deliver an IT service?

• A. A service request
• B. An IT asset
• C. A configuration item (CI)
• D. An incident

Answer: C

NEW QUESTION 16
What is typically needed to assign complex incidents to support groups?

• A. The incident priority
• B. The incident category
• C. A change schedule
• D. A self-help tool

Answer: B

NEW QUESTION 17
Which skill is an essential part of the 'service level management' practice?

• A. Problem analysis
• B. Technical knowledge
• C. Listening
• D. Diagnosis

Answer: C

NEW QUESTION 18
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