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Exam : ITIL-4-Foundation

Title : ITIL 4 Foundation Exam

Vendor : ITIL

Version : DEMO

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NO.1 Which competencies are required by the 'service level management' practice?
A. Incident analysis and prioritization
B. Problem investigation and resolution
C. Balanced scorecard reviews and maturity assessment
D. Business analysis and commercial management
Answer: D

NO.2 Arrange the following steps of software lifecycle in correct order.

1. Retire
2. Test
3. Operate
4. Deploy
5. Ideation
6. Develop
7. Design
A. Ideation, Design, Develop, Deploy, Test, Operate, Retire
B. Ideation, Test, Develop, Deploy, Design, Operate, Retire
C. Retire, Test, Operate, Deploy, Ideation, Develop, Design
D. None of the above
Answer: A

NO.3 Which describes a set of defined steps for implementing improvements?

A. The 'continual improvement register'
B. The 'continual improvement model'
C. The 'improve' value chain activity
D. The 'engage' value chain activity
Answer: B

NO.4 Which TWO statements about an organization's culture are CORRECT? (Choose two.)
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization
A. 2 and 3
B. 3 and 4
C. 1 and 2
D. 1 and 4
Answer: D

NO.5 What are 'engage', 'plan' and 'improve' examples of?

A. Service value chain inputs
B. Service level management
C. Change control

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D. Service value chain activities

Answer: D

NO.6 What is 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. Service management
B. Continual improvement
C. An IT asset
D. A service
Answer: D

NO.7 How should automation be implemented?

A. By initially concentrating on the most complex tasks
B. By replacing the existing tools first
C. By optimizing as much as possible first
D. By replacing human intervention wherever possible
Answer: D

NO.8 What should be done to determine the appropriate metrics for measuring a new service?
A. Asking customers to provide numerical targets that meet their needs
B. Asking customers open questions to establish their requirements
C. Measuring the performance over the first six months, and basing a solution on the results
D. Using operational data to provide detailed service reports
Answer: D

NO.9 What is defined as a cause, or potential cause, of one or more incidents?

A. Known error
B. Change
C. Problem
D. Event
Answer: C

NO.10 Identify the missing word in the following sentence.

The purpose of the supplier management practice is to ensure that the organization's suppliers and
their [?] are managed appropriately to support the seamless provision of quality products and
services.
A. users
B. costs
C. performances
D. value
Answer: C

NO.11 Which guiding principle emphasizes the need to understand the flow of work in progress,

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identify bottlenecks, and uncover waste?

A. Keep it simple and practical
B. Focus on value
C. Think and work holistically
D. Collaborate and promote visibility
Answer: D

NO.12 What is the effect of increased automation on the 'service desk1 practice?
A. Elimination of the need to escalate incidents to support teams
B. Increased ability to focus on fixing technology instead of supporting people
C. Decrease in self-service incident logging and resolution
D. Greater ability to focus on customer experience when personal contact is needed
Answer: D

NO.13 Which is the purpose of the 'monitoring and event management' practice?
A. To systematically observe services and service components, and record and report selected
changes of state
B. To minimize the negative impact of incidents by restoring normal service operation as quickly as
possible
C. To protect the information needed by the organization to conduct its business
D. To ensure that accurate and reliable information about the configuration of services is available
when and where it is needed
Answer: A

NO.14 Which of the following is an example of workaround?

A. A server is restarted to resolve an incident
B. A defective network switch is replaced with a new one
C. An email server is restored after an incident is reported
D. Server memory is increased when the server is unresponsive
Answer: A

NO.15 What helps diagnose and resolve a simple incident?

A. Rapid escalation
B. Formation of a temporary team
C. Problem prioritization
D. The use of scripts
Answer: D

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