PeopleCert ITIL 4 Foundation ITIL 4 Exam Questions Instant Access

Question 1

What is included in the purpose of the 'release management' practice?

AAuthorizing changes to proceed

BMaking new features available for use

CMoving new software to live environments

DEnsuring information about services is available

Answer : C

The purpose of the release management practice is to make new and changed services and features available for use.

Release: A version of a service or other configuration item, or a collection of configuration items, that is made available for use.

https://wiki.process-symphony.com.au/framework/lifecycle/process/release-management-itil-4/

Question 2

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 3

Why should a service level agreement include bundles of metrics?

ATo ensure that the service levels have been agreed with customers

BTo reduce the number of metrics that need to be measured and reported

CTo ensure that all services are included in the service reports

DTo help focus on business outcomes, rather than operational result.

Answer : D

Individual metrics without a specified service context are unhelpful.They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes.

https://www.bmc.com/blogs/itil-service-level-management/#:~:text=Service%20Level%20Agreements%20(SLAs)&text=Individual%20metrics%20without%20a%20specified,satisfaction%20and%20key%20business%20outcomes.

Question 4

Which of the following guiding principles proposes the elimination of unnecessary work?

AKeep it simple and practical

BThink and work holistically

CStart where you are

DProgress iteratively with feedback

Answer : A

Question 5

A user wants to know how to create a report, so they come into contact with the service desk.

Which practice is MOST LIKELY to help with the solution of this issue?

AIncident management

BService level management

CService request management

DChange enablement

Answer : B

Question 6

What is the value of a service?

AThe benefits, usefulness, or importance of the service, as perceived by the stakeholders

BThe amount of money that is created or saved for the service consumers by using the service.

CA tangible or intangible deliverable of the service

DA result for a stakeholder enabled by the outputs of the service

Answer : A

Question 7

Which statement about the inputs and outputs of the value chain activities is CORRECT?

AInputs and outputs are fixed for each value chain activity

BSome value chain activities only have inputs, whereas others only have outputs

CThe organization's governance will determine the inputs and outputs of each value chain activity

DEach value chain activity receives inputs and provides outputs

Answer : D