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

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Total 532 questions
Question 1

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



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 2

What is the CORRECT order for the three phases of problem management?



Answer : C

The problem management practice follows a three-phase approach to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors1. The three phases are:

Problem identification: the process of finding problems that are the cause or potential cause of one or more incidents2.

Problem control: the process of analysing the root cause and impact of a problem and developing a workaround or a permanent solution2.

Error control: the process of managing known errors throughout their lifecycle, from recording to removal2.Reference:ITIL Foundation - ITIL 4 Edition, page 15;ITIL 4 -- A Pocket Guide, page 35;ITIL 4 Practice Guide: Problem Management, page 9.


Question 3

Which practice needs the right culture to be embedded across the entire organization?



Answer : C

The purpose of the continual improvement practice is to align the organization's practices and services with changing business needs through the ongoing identification and improvement of services, service components, practices, or any element involved in the efficient and effective management of products and services1.This practice needs the right culture to be embedded across the entire organization, as it requires a shared vision, commitment, empowerment, collaboration, learning, and measurement2.Reference:ITIL Foundation - ITIL 4 Edition, page 15;ITIL 4 -- A Pocket Guide, page 34;ITIL 4 Practice Guide: Continual Improvement, page 7.


Question 4

What is the MOST LIKELY reason mat incident management would need a temporary team to work together?



Answer : C

The incident management practice aims to minimize the negative impact of incidents by restoring normal service operation as quickly as possible1.A complex or major incident is an incident that has a significant impact or urgency for the business and requires a high level of coordination and resources to resolve2.This may require a temporary team to work together, such as a major incident team or a swarming team3.Reference:ITIL Foundation - ITIL 4 Edition, page 14;ITIL 4 -- A Pocket Guide, page 32;ITIL 4 Practice Guide: Incident Management, page 8.


Question 5

Which describes an unresolved problem which has been already analysed?



Answer : C

A known error is a problem that has been analysed but not resolved1.This means that the root cause of the problem has been identified, but a permanent solution has not been implemented yet2.A known error can be recorded in a known error database (KEDB) and linked to related incidents and problems3.Reference:ITIL Foundation - ITIL 4 Edition, page 15;ITIL 4 -- A Pocket Guide, page 35;ITIL 4 Practice Guide: Problem Management, page 8.


Question 6

Which of the following terms is more suitable to describe the functionality of a service?



Answer : C

Utility is the term used to describe the functionality of a service, or how well it meets the needs and expectations of the customers and users.Utility can be expressed as 'what the service does' or 'the functionality offered by a product or service to meet a particular need'1.Utility is one of the two elements of service value, along with warranty2.Reference:ITIL Foundation - ITIL 4 Edition, page 4;ITIL 4 -- A Pocket Guide, page 14.


Question 7

What is the definition of service management?



Answer : A

Service management is the term used to describe how organizations manage their services to deliver value to their customers and other stakeholders.Service management requires a set of specialized organizational capabilities, such as processes, roles, tools, and competencies, that enable the effective and efficient delivery of services1.Service management is also a professional practice supported by an extensive body of knowledge, experience, and skills3.Reference:ITIL Foundation - ITIL 4 Edition, page 2;ITIL 4 -- A Pocket Guide, page 11.


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