Updated Aug-2023 Pass ITIL-4-Foundation Exam – Real Practice Test Questions [Q41-Q62]

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Updated Aug-2023 Pass ITIL-4-Foundation Exam – Real Practice Test Questions

Download Free ITIL ITIL-4-Foundation Real Exam Questions

ITIL 4 Foundation Certification Exam is the entry-level certification in the ITIL 4 certification scheme. ITIL 4 is the latest version of the Information Technology Infrastructure Library (ITIL), a globally recognized framework for IT service management. ITIL 4 Foundation Exam certification is designed for IT professionals who want to learn about ITIL 4 and its best practices for managing IT services.

ITIL 4 Foundation exam is the entry-level certification for ITIL 4 and is designed to provide candidates with a solid understanding of the key concepts and terminology used in ITIL. ITIL-4-Foundation exam covers the four dimensions of service management, the service value system, and the seven guiding principles of ITIL.

NEW QUESTION 41
Which Practice includes management of workarounds and known errors?

Monitoring and event management

Service configuration management

Problem management

Incident management

What is problem management?
The purpose of problem management is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Problems are related to incidents, but it is important to differentiate them in the way they are managed:
Incidents have an impact on users or business processes, and must be resolved so that normal business activity can take place.
Problems are the causes of incidents therefore they require investigation and analysis to identify the causes, develop workarounds, and recommend longer-term resolution. This reduces the number and impact of future incidents.

NEW QUESTION 42
Which approach is CORRECT when applying the guiding principle ‘keep it simple and practical’?

Only add controls and metrics when they are needed

Design controls and metrics first, then remove those not adding value

Design controls and metrics and add them individually until all are implemented

Only add controls and metrics that are required for compliance

NEW QUESTION 43
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

NEW QUESTION 44
Which will NOT be handled as a service request?

The degradation of a service

The replacement of a toner cartridge

The provision of a laptop

A complaint about a support team

NEW QUESTION 45
Which practice has a purpose that includes aligning the organization’s practices and services with changing
business needs?

Relationship management

Continual improvement

Service configuration management

Service level management

NEW QUESTION 46
Which service value chain activity deals with the purchase of new products?

Engage

Obtain/build

Plan

Improve

In ITIL, there are six activities in the service value chain which represent the steps an organization takes in the creation of value:
Plan
Engage
Design and Transition
Obtain/Build
Deliver and Support
Improve
https://www.bmc.com/blogs/itil-service-value-chain/

NEW QUESTION 47
Which is a way of applying the guiding principle ‘focus on value’?

Understanding how service consumers use services

Comprehending the whole, but doing something

Recognizing the complexity of systems

Doing fewer things, but doing them better

NEW QUESTION 48
Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?

Service desk

Continual improvement

Problem management

Incident management

NEW QUESTION 49
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

NEW QUESTION 50
Which role approves the cost of services?

User

Change authority

Sponsor

Customer

NEW QUESTION 51
Which are the elements of process control?

Inputs, outputs and triggers

Work instructions, procedures and roles

Resources, capabilities and metrics

Process owner, policy and objectives

NEW QUESTION 52
Which statement about the ‘continual improvement model’ is CORRECT?

Organizations should work through the steps of the model in the sequence in which they are presented

The low of the model helps organizations to link improvements to its goals

The model is applicable to only certain parts of the service value system

Organizations should use an additional model or method to link improvements to customer value

NEW QUESTION 53
Which is part of the value proposition of a service?

Costs removed from the consumer by the service

Costs imposed on the consumer by the service

Outputs of the service received by the consumer

Risks imposed on the consumer by the service

Costs are the amount of money spent on a specific activity or resource. From the service consumer’s perspective, there are two types of cost involved in service relationships:
Costs removed from the consumer by the service (a part of the value proposition). For example, for a car sharing service, the customer does not pay for the actual cost of purchasing the car.
https://www.bmc.com/blogs/itil-key-concepts-service-management/

NEW QUESTION 54
An SLA is a service level agreement.
Which describes the ‘watermelon SLA’ effect?

A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers’ experiences.

The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.

SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.

Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.

Reference: https://www.bmc.com/blogs/itil-service-level-management/

NEW QUESTION 55
Which term describes the functionality offered by a service?

cost

Utility

Warranty

Risk

NEW QUESTION 56
Which does the ITIL service value system discourage?

Coordinated authorities and responsibilities

Organizational silos

Interfaces among practices

Organizational agility

Architecture of the ITIL SVS specifically enables flexibility and discourages siloed working. This is because the service value chain and practices do not form a fixed, rigid structure, but rather they can be combined in multiple value streams to address the needs of the organization in a variety of scenarios, with open flow of communication across the many interfaces.

NEW QUESTION 57
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

NEW QUESTION 58
Which dimension includes activities and workflows?

Value streams and processes

Partners and suppliers

Information and technology

Organizations and people

NEW QUESTION 59
What term is used to describe whether a service will meet availability, capacity and security requirements?

Outcomes

Value

Utility

Warranty

NEW QUESTION 60
Which is described by the ‘organizations and people’ dimension of service management?

Workflows and controls

Communication and collaboration

Inputs and outputs

Contracts and agreements

Explanation
The organizations and people dimension sets out the people aspects of service management to be considered when designing, operating and changing service offerings. People include employees, managers, executives, customers, supplier employees, or anybody else who is involved in the creation or consumption of services.
https://assyst.ifs.com/blog/itil4-organizations-and-people#:~:text=The%20organizations%20and%20people%20d

NEW QUESTION 61
Which is included in the purpose of the ‘improve’ value chain activity?

Ensuring the continual improvement of practices across all value chain activities

Ensuring that services continually meet expectations for quality, costs, and lime to market

Ensuring a shared understanding of the improvement direction for services across the organization

Ensuring continual engagement and good relationships with all stakeholders

Explanation
The purpose of the improve value chain activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
https://wiki.process-symphony.com.au/framework/lifecycle/service-value-systemitil-4/#:~:text=The%20purpose

NEW QUESTION 62
What is a service?

A possible event that could cause harm or loss, or make it more difficult to achieve objectives

A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks

A tangible or intangible deliverable of an activity

Joint activities performed by a service provider and a service consumer to ensure continual value co- creation based on agreed and available service offerings

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