PeopleCert ITIL 4 Foundation ITIL 4 Exam Questions Instant Access

Question 1

When considering the type of relationship required with other organizations involved in the design and delivery of services, which dimension of service management are you utilizing?

AOrganizations and people

BInformation and technology

CPartners and suppliers

DValue streams and processes

Answer : C

Partners and suppliers are one of the four dimensions of service management that influence the effectiveness and efficiency of service delivery1.This dimension covers the relationships that an organization has with other organizations that are involved in the design, development, deployment, delivery, support, and improvement of services2.This dimension also includes the contracts, agreements, and policies that govern these relationships3.Reference:ITIL Foundation - ITIL 4 Edition, page 8;ITIL 4 -- A Pocket Guide, page 19;ITIL 4 Practice Guide: Partner and Supplier Management, page 7.

Question 2

What is the difference between the 'incident management' and 'service desk' practices?

AIncident management restores service operation, service desk provides communication with users

Bincident management manages interruptions to service desk monitors achieved service quality

Cincident management resolves issues, service desk investigates the underlying causes of issues

Dincident management resolves complex issues, service desk resolve simpler issues.

Answer : A

A help desk is considered to be focused on break-fix (what ITIL calls incident management), whereas a service desk is there to assist with not only break-fix but also with service requests (requests for new services) and requests for information (such as ''how do I do X?'').

https://www.atlassian.com/itsm/service-request-management/help-desk-vs-service-desk-vs-itsm#:~:text=A%20help%20desk%20is%20considered,I%20do%20X%3F%E2%80%9D).

Question 3

Which is the BEST type of resource for investigating complex incidents?

ASelf-help systems

BKnowledgeable support staff

CDetailed work instructions

DDisaster recovery plans

Answer : B

More complex incidents will usually be escalated to a support team for resolution, or even suppliers and partners who offer support for products and services they provide.

Question 4

Which of the following practices suggests that organizations should develop competencies in methodologies and techniques, like SWOT (strength, weakness, opportunity, and threat) analysis and balanced scorecard review, in order to meet their needs?

AIncident management

BContinual improvement

CService request management

DChange enablement

Answer : B

Question 5

Which role would is MOST SUITABLE for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?

AService level manager

BService desk agent

CChange authority

DProblem analyst

Answer : A

The purpose of the SLM practice is to set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets.SLM involves service level activities, including:

Defining service levels

Documenting

Actively managing them

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

Question 6

Which statement about emergency changes is CORRECT?

AEmergency changes are low risk and well understood

BAuthorization of emergency changes may be deferred until after implementation

CIt is necessary to complete all documentation before an emergency charge is implemented

DEmergency changes are not usually recorded in the change schedule

Answer : D

Emergency changes.These are changes that must be implemented as soon as possible; for example, to resolve an incident or implement a security patch. Emergency changes are not typically included in a change schedule, and the process for assessment and authorization is expedited to ensure they can be implemented quickly. As far as possible, emergency changes should be subject to the same testing, assessment, and authorization as normal changes, but it may be acceptable to defer some documentation until after the change has been implemented, and sometimes it will be necessary to implement the change with less testing due to time constraints. There may also be a separate change authority for emergency changes, typically including a small number of senior managers who understand the business risks involved.''

https://itsm.tools/why-what-change-management/#:~:text=Emergency%20changes.&text=Emergency%20changes%20are%20not%20typically,they%20can%20be%20implemented%20quickly.

Question 7

Which of the following statements about 'outcomes' is TRUE?

AThe delivery of products to a stakeholder is enabled by outcomes

BThe level of expenses regarding a technology for a service is defined by an outcome

CAn outcome depends on at least one output to deliver a result

DOutcomes provide assurance to stakeholders regarding the performance of a service

Answer : C

An outcome is a result for a stakeholder enabled by one or more outputs1.Outputs are tangible or intangible deliverables of an activity1.For example, a service provider may produce a report (output) that helps a customer make a decision (outcome)2.Reference:ITIL Foundation - ITIL 4 Edition, page 3;ITIL 4 -- A Pocket Guide, page 13.