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Exam : ITIL-4-Foundation

Title : ITIL 4 Foundation Exam

Vendor : ITIL

Version : DEMO

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NO.1 When should a full risk assessment and authorization be carried out for a standard change?
A. At least once a year
B. Each time the standard change is implemented
C. When the procedure for the standard change is created
D. When an emergency change is requested
Answer: C

NO.2 How does customer engagement contribute to the 'service level management' practice?
1.It captures information that metrics can be based on
2.It ensures the organization meets defined service levels
3.It defines the workflows for service requests
4.It supports progress discussions
A. 1 and 2
B. 2 and 3
C. 1 and 4
D. 3 and 4
Answer: C

NO.3 Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and
maturity assessments?
A. Problem management
B. Service request management
C. Incident management
D. Continual improvement
Answer: D

NO.4 Which practice has a purpose that includes observing a service to report selected changes of
state identified as events?
A. Information security management
B. Change control
C. Incident management
D. Monitoring and event management
Answer: A

NO.5 Which TWO statements about the 'service request management' practice are CORRECT?
1. Service requests are part of normal service delivery
2. Complaints can be handled as service requests
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests
A. 2 and 3
B. 3 and 4
C. 1 and 2
D. 1 and 4

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Answer: C

NO.6 What is the purpose of the 'incident management' practice?

A. To support the agreed service quality by effective handling of all agreed user-initiated service
requests
B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of
incidents
C. To minimize the negative impact of incidents by restoring normal service operation as quickly as
possible
D. To capture demand for incident resolution and service requests
Answer: C

NO.7 What MAIN factors are considered to assess the priority of an incident?
A. The cost and urgency
B. The urgency and impact
C. The complexity and cost
D. The impact and complexity
Answer: B

NO.8 Which guiding principle describes the importance of doing something, instead of spending a
long time analysing different options?
A. Start where you are
B. Focus on value
C. Progress iteratively with feedback
D. Optimize and automate
Answer: C

NO.9 Which process works with incident management to ensure that security breaches are detected
and logged?
A. Access management
B. Change management
C. Service level management
D. Continual service improvement
Answer: A

NO.10 What considerations influence the supplier strategy of an organization?

A. Type of cooperation with suppliers
B. Contracts and agreements
C. Corporate culture of the organization
D. Level of formality
Answer: C

NO.11 How does a service consumer contribute to the reduction of disk?

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A. By managing staff availability

B. By paying for the service
C. By managing server hardware
D. By communicating constraints
Answer: D

NO.12 Which statement about the steps to fulfill a service request is CORRECT?
A. They should include incident handling
B. They should be complex and detailed
C. They should be brief and simple
D. They should be well-known and proven
Answer: D

NO.13 Which describes a standard change?

A. A change that needs to be scheduled, assessed and authorized following a defined process
B. A change that is typically implemented as a service request
C. A high-risk change that needs very thorough assessment
D. A change that must be implemented as soon as possible
Answer: B

NO.14 When should a full risk assessment and authorization be carried out for a standard change?
A. At least once a year
B. When an emergency change is requested
C. Each time the standard change is implemented
D. When the procedure for the standard change is created
Answer: D

NO.15 Which practices are typically involved in the implementation of a problem resolution?
1. Continual improvement
2. Service request management
3. Service level management
4. Change control
A. 2 and 3
B. 1 and 2
C. 3 and 4
D. 1 and 4
Answer: D

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