PeopleCert ITIL-4-Foundation ITIL 4 Exam Practice Test Instant Access

Question 1

Which is the FIRST action when optimizing a service?

AAssess the current state

BImplement the improvement

CUnderstand the organizational context

DAgree the future state

Answer : C

There are many ways in which practices and services can be optimized. Regardless of the specific techniques, the path to optimization follows these high-level steps:

Understand and agree the context in which the proposed optimization exists

Assess the current state of the proposed optimization

Agree what the future state and priorities of the organization should be, focusing on simplification and value

Ensure the optimization has the appropriate level of stakeholder engagement and commitment

Execute the improvements in an iterative way

Continually monitor the impact of optimization

https://www.bmc.com/blogs/itil-guiding-principles/

Question 2

Which of these activities is carried out as part of 'problem management'?

ACreating incident records

BDiagnosing and resolving incidents

CEscalating incidents to a support team for resolution

DTrend analysis of incident records

Answer : D

Question 3

Which practice has a purpose that includes managing authentication and non-repudation?

AInformation security management

BIT Asset Management

CChange enablement

DService Configuration management

Answer : A

Nonrepudiationprovides an assurance that the sender of data is provided with proof of delivery and the recipient is provided with proof of the sender's identity, so neither can later deny having processed the data. Further, this concept can apply to any activity, not just the sending and receiving of data; in a more general sense, it is a mechanism to prove that an activity was performed and by whom. Nonrepudiation is typically comprised ofauthentication, auditing/logging, and cryptography services.

https://www.sciencedirect.com/topics/computer-science/nonrepudiation

Question 4

What is defined as any component that needs to be managed in order to deliver an IT service?

AA service request

BAn IT asset

CA configuration item (CI)

DAn incident

Answer : C

Question 5

Which practice establishes a channel between the service provider and its users?

ARelationship management

BChange enablement

CSupplier management

DService desk

Answer : D

Question 6

Which activity captures the demand for incident resolution and service requests?

AChange control

BProblem management

CService desk

DService catalogue management

Answer : C

Question 7

Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

AIncident management

BContinual improvement

CService request management

DProblem management

Answer : B

PeopleCert ITIL 4 Foundation ITIL-4-Foundation ITIL 4 Exam Practice Test