PeopleCert ITIL 4 Foundation ITIL 4 Exam Questions Instant Access

Question 1

How is a continual improvement register used?

ATo record requests for provision of a resource or service

BTo provide a structured approach to implementing improvements

CTo organize past, present, and future improvement ideas

DTo authorize changes to implement improvement initiatives

Answer : B

The ITIL continual improvement model, which provides organizations with a structured approach to implementing improvements

https://www.bmc.com/blogs/itil-continual-improvement/

Question 2

Which is the definition of an IT asset?

AAny financially valuable component that contributes to a service

BAny request from a user that is a normal part of service delivery

CAny component that needs to be managed to deliver a service

DAny change of state that has significance for the management of a service

Answer : A

IT assetis any financially valuable component that can contribute to the delivery of an IT product or service. The scope of IT asset management typically includes all software, hardware, networking, cloud services, and client devices

https://wiki.process-symphony.com.au/framework/lifecycle/process/it-asset-management-itil-4/#:~:text=IT%20asset%20is%20any%20financially,cloud%20services%2C%20and%20client%20devices.

Question 3

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 4

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 5

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 resolves complex issues, service desk reserves simpler issues

CIncident What is the difference between the 'incident management' and 'service

DIncident management manages interruptions to services, service desk monitors achieved service quality

Answer : A

The incident management practice aims to minimize the negative impact of incidents by restoring normal service operation as quickly as possible1.This practice involves logging, categorizing, prioritizing, investigating, resolving, and closing incidents2.The service desk practice provides a single point of contact for users and customers to report issues, make requests, or seek guidance1.This practice involves providing communication with users, capturing feedback, managing user satisfaction, and facilitating continual improvement3.Reference:ITIL Foundation - ITIL 4 Edition, page 14;ITIL 4 -- A Pocket Guide, page 32;ITIL 4 Practice Guide: Incident Management, page 7.

Question 6

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 7

Which is a financially valuable component that can contribute to the delivery of a service?

AConfiguration item

BSponsor

CIT asset

DService offering

Answer : C

https://wiki.process-symphony.com.au/framework/lifecycle/process/it-asset-management-itil-4/#:~:text=IT%20asset%20is%20any%20financially,cloud%20services%2C%20and%20client%20devices.