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ITIL ITIL-4-Foundation Exam Dumps
ITIL 4 Foundation Exam
Total Questions : 532
Update Date : July 15, 2024
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ITIL-4-Foundation Exam Dumps
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ITIL ITIL-4-Foundation Sample Questions
Question # 1Which is a way of applying the guiding principle 'focus on value'?
A. Understanding how service consumers use services
B. Comprehending the whole, but doing something
C. Recognizing the complexity of systems
D. Doing fewer things, but doing them better
Question # 2
In which situation will incident management USUALLY use a separate process?
A. Where no target resolution time exists
B. For low impact incidents
C. Where the cause must be diagnosed
D. For information security incidents
Question # 3
Which is part of the value proposition of a service?
A. Costs removed from the consumer by the service
B. Costs imposed on the consumer by the service
C. Outputs of the service received by the consumer
D. Risks imposed on the consumer by the service
Question # 4
Which practice helps to ensure that the services delivered to customers are aligned with their needs?
A. Service request management
B. Change enablement
C. Problem management
D. Service level management
Question # 5
Which is the addition, modification or removal of anything that could have an effect on services?
A. A change
B. An event
C. An incident
D. A problem
Question # 6
Which can act as an operating model for an organization?
A. The four dimensions of service management
B. The service value chain
C. The ITIL guiding principles
D. Continual improvement
Question # 7
Which dimension of service management considers how activities are coordinated?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes
Question # 8
Which principle concentrates on service consumers?
A. Start where you are
B. Optimize and automate
C. Keep it simple
D. Focus on value
Question # 9
Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?
A. Plan
B. Improve
C. Design and transition
D. Deliver and support
Question # 10
Which service request management decisions require that policies are established'?
A. Deciding how degradations of service are resolved
B. Deciding how to handle service requests where the steps are unknown
C. Deciding which service requests require approval
D. Deciding when workarounds should be used
Question # 11
Which is described by the 'organizations and people' dimension of service management?
A. Workflows and controls
B. Communication and collaboration
C. Inputs and outputs
D. Contracts and agreements
Question # 12
What type of change is MOST likely to be managed as a service request?
A. A standard change
B. A normal change
C. An emergency change
D. An organizational change
Question # 13
Which statement about output is correct?
A. They consist of several outcomes.
B. They capture customer demand for services
C. They contribute to the achievement of outcomes
D. They describes how the service performs.
Question # 14
Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?
A. Service desk
B. Continual improvement
C. Problem management
D. Incident management
Question # 15
Which practice makes use of methods from Lean. Agile and DevOps?
A. Service desk
B. Continual improvement
C. Problem management
D. Incident management
Question # 16
Which facilitates outcomes that customers want to achieve?
A. Service
B. Warranty
C. Organization
D. IT asset
Question # 17
Which ITIL concept helps an organization to make good decisions?
A. Four dimensions of service management
B. Guiding principles
C. Service value chain
D. Practices
Question # 18
Which of the following is NOT recommended by the guiding principle 'start where you are?
A. Asking questions that appear to be stupid
B. Identifying what is available to be leveraged
C. Building something completely new
D. Collecting data directly from the source
Question # 19
Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?
A. Focus on value
B. Start where you are
C. Think and work holisocally
D. Optimize and automate
Question # 20
What role would be MOST suitable for someone with tots of experience working in IT and business roles?They also have experience of managing relationships with various stakeholders, including suppliers and business managers.
A. Service level manager
B. Service desk agent
C. Change authority
D. Problem analyst
Question # 21
Which practice is most likely to benefit from the use of chatbots?
A. Service level management
B. Change enablement
C. Continual improvement
D. Service desk
Question # 22
Which activity contributes to the ‘where are we now?’ step of the ‘continual improvement’ model?
A. Executing improvement actions
B. Performing baseline assessments
C. Defining the improvement plan
D. Understanding the business mission
Question # 23
Which value chain activity ensures that ongoing service activity meets user expectations?
A. Plan
B. Engage
C. Obtain/build
D. Deliver and support
Question # 24
Which practice minimizes the impact on normal service operation by managing resources in response to unplanned reductions m service quality?
A. Incident management
B. Change enablement
C. Service level management
D. Continual improvement
Question # 25
Which practice recommends that organizations develop competencies »n techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?
A. Incident management
B. Continual improvement
C. Service request management
D. Change enablement
Question # 26
Which statement about value streams is CORRECT?
A. Each value stream must include all six value chain activities
B. Each value stream must be designed for a specific scenario
C. Each value stream must include all 34 ITIL practices
D. Each value stream must include suppliers or partners
Question # 27
Which describe a 'change authority'?
A. a model used to determine who will assess a change
B. A person who approves a change
C. A tool used to help plan changes
D. A way to manage the people aspects of change
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