[Apr-2023] ITIL-4-Foundation Pre-Exam Practice Tests Exam Questions and Answers for ITIL 4 Study Guide [Q95-Q112]

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[Apr-2023] ITIL-4-Foundation Pre-Exam Practice Tests | Exam Questions and Answers for ITIL 4 Study Guide

ITIL 4 Foundation Exam Certification Sample Questions

The IT Infrastructure Library (ITIL) is a framework for IT service management (ITSM) that helps organizations streamline their IT processes and deliver services more efficiently. The ITIL 4 Foundation certification exam is the entry-level certification in the ITIL 4 certification scheme. This certification is designed to provide candidates with an understanding of the key concepts, terminology, and principles of ITIL 4.

QUESTION 95
Which is the addition, modification or removal of anything that could have an effect on services?

A change

An event

An incident

A problem

QUESTION 96
Which is a recommendation of the guiding principle ‘think and work holistically’?

Conduct a review of existing service management practices and decide what to keep and what to discard

Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner

Review service management practices and remove any unnecessary complexity

Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

QUESTION 97
What is the purpose of service level management?

To obtain/build activity that ensures the service components are available when and where they are needed and meet agreed specifications.

To ensure that all current and planned IT services are delivered to agreed achievable targets.

To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.

To track and manage improvement ideas from identification to final action, organizations use a database or structured document called a continual improvement register (CIR).

QUESTION 98
Which activity is part of the ‘continual improvement’ practice?

Identifying the cause of incidents and recommending related improvements

Authorizing changes to implement improvements

Logging and managing incidents that result in improvement opportunities

Making business cases for improvement action

QUESTION 99
Which statement BEST describes the value of service strategy to the business?

It allows higher volumes of successful change

It reduces unplanned costs through optimized handling of service outages

It reduces the duration and frequency of service outages

It enables the service provider to understand what levels of service will make their customers successful

QUESTION 100
When should the effectiveness of a problem workaround be assessed?

Whenever the workaround is used

Whenever the problem is resolved

Whenever the workaround becomes a known error

Whenever the problem is prioritized

QUESTION 101
What term is used to describe the functionality of a service?

Output

Outcome

Utility

Warranty

QUESTION 102
Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?

Organizations and people

Information and technology

Partners and suppliers

Value streams and processes

QUESTION 103
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?

Incident management

Monitoring and event management

Change control

Information security management

QUESTION 104
Which is the FIRST thing to consider when focusing on value?

Identifying the service customer who will receive value

Defining customer experience and user experience

Understanding what is valuable to the service consumer

Ensuring value is co-created by improvement initiatives.

When focusing on value, the first step is to know who are the customers and key stakeholders being served. Next, it is important to have an understanding of what consitutes value from the consumer’s perspective.
https://www.bmc.com/blogs/itil-guiding-principles/#:~:text=When%20focusing%20on%20value%2C%20the,value%20from%20the%20consumer’s%20perspective.

QUESTION 105
Which of these activities is carried out as part of ‘problem management’?

Creating incident records

Diagnosing and resolving incidents

Escalating incidents to a support team for resolution

Trend analysis of incident records

QUESTION 106
Which describes outcomes?

Tangible or intangible deliverables

Results desired by a stakeholder

Configuration of an organization’s resources

Functionality offered by a product or service

QUESTION 107
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

QUESTION 108
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.

QUESTION 109
What should be done for every problem?

It should have a workaround to reduce the impact

It should be prioritized based on its potential impact and probability

It should be resolved so that it can be closed

It should be diagnosed to identify possible solutions

QUESTION 110
What should all ‘continual improvement’ decisions be based on?

Accurate and carefully analysed data

Details of how services are measured

A recent maturity assessment

An up-to-date balanced scorecard

QUESTION 111
Which practice minimizes the impact on normal service operation by managing resources in response to unplanned reductions m service quality?

Incident management

Change enablement

Service level management

Continual improvement

QUESTION 112
What is the purpose of the ‘monitoring and event management’ practice?

To restore normal service operation as quickly as possible

To manage workarounds and known errors

To capture demand for incident resolution and service requests

To systematically observe services and service components

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