PeopleCert ITIL 4 Foundation ITIL 4 Exam Questions Instant Access

Question 1

Which is an activity in the 'Problem control' phase of problem management?

ARe-assessing a known error to manage the ongoing impact.

BReviewing incident records to identity trends

CImplementing a technical fix to resolve an issue

DDocumenting the steps in workaround

Answer : D

Problem Control. Problem control activities includeproblem analysis and documenting workarounds andknown errors.

Just like incidents, problems will be prioritized based on the risk they pose in terms of probability and impact to services. Focus should be given to problems that have highest risk to services and service management.

https://www.bmc.com/blogs/itil-problem-management/#:~:text=2.,probability%20and%20impact%20to%20services.

Question 2

Which term is used to describe removing something that could have an effect on a service?

AA change

BAn incident

CAn IT asset

DA problem

Answer : A

A changeis defined as the addition, modification, or removal of anything that could have a direct or indirect effect on services

https://www.bmc.com/blogs/itil-change-enablement/#:~:text=A%20change%20is%20defined%20as,or%20indirect%20effect%20on%20services.

Question 3

Which is described by the 'organizations and people' dimension of service management?

ACommunication and collaboration

BWorkflows and controls

CInputs and outputs

DContracts and agreement

Answer : A

The organizations and people dimensionsets 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/what-are-the-four-dimensions-of-itil-4

Question 4

Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?

AIncident management

BService level management

CProblem management

DService request management

Answer : D

A service request is defined as a request from a user or a user's authorized representative that initiates a service action which has been agreed as a normal part of service delivery.

The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner. Service request management is dependent upon well-designed processes and procedures, which are operationalized through tracking and automation tools to maximize the efficiency of the practice. To be handled optimally, service request management should follow these guidelines:

Service requests and their fulfilment should be standardized and automated to the greatest degree possible.

Policies should define which service requests will be fulfilled with limited or even no additional approvals so that fulfilment can be streamlined.

The expectations of users regarding fulfilment times and costs should be clearly set, based on what the organization can realistically deliver.

Opportunities for improvement should be identified and implemented to produce faster fulfilment times and take advantage of automation.

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

Question 5

Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value to the organization or its customers.

Which guiding principle recommends that the unnecessary work should be eliminated?

AKeep it simple and practical

BThink and work holistically

CStar: where you are

DProgress iteratively with feedback

Answer : A

https://assyst.ifs.com/blog/the-7-guiding-principles-of-itil-4-0

Don't over-engineer solutions. Think about what you can donow.

Likefocus on value, this principle is heavily focused on the prevention of waste. Waste correlates with complexity. Higher complexity means there are more opportunities for waste to creep into a system.

Focus on delivering the desired outcome, not building the most elegant and elaborate solution. Use the minimum number of steps to deliver that outcome, ensuring you are notover-processing(delivering quality above and beyond what is required).

Question 6

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

AEngage

BObtain/build

CPlan

DImprove

Answer : B

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/

Question 7

Which service value chain activity relates with buying new products?

AEngage

BObtain/build

CPlan

DImprove

Answer : B

Obtain/build is one of the six activities of the service value chain, which is a set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers and to facilitate value realization1.Obtain/build activity relates with buying new products, as well as designing, developing, and testing new or changed service components2.This activity ensures that service components are available when and where they are needed and meet agreed specifications3.Reference:ITIL Foundation - ITIL 4 Edition, page 10;ITIL 4 -- A Pocket Guide, page 21;ITIL 4 Practice Guide: Service Value Chain, page 9.