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

Question 1

What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?

ARestricting information about the improvement to essential stakeholders only.

BIncreasing collaboration and visibility for the improvement.

CInvolving customers after all planning has been completed.

DEngaging every stakeholder group in the same way, with the same communication.

Answer : C

Question 2

Which service request management decisions require that policies are established'?

ADeciding how degradations of service are resolved

BDeciding how to handle service requests where the steps are unknown

CDeciding which service requests require approval

DDeciding when workarounds should be used

Answer : C

Question 3

Which dimension is MOST concerned with skills, competencies, roles and responsibilities?

AOrganizations and people

BInformation and technology

CPartners and suppliers

DValue streams and processes

Answer : D

Value streams and processes focus mainly on those areas which ensure integration and coordination of various actions and parts which contribute towards better value creation for the organization. This dimension is more concerned about the way the organization has organized the activities or processes and how it enables and ensures the value creation across all stakeholders.

https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-four-dimensions-it-service-management

Question 4

Which statement about the input and output of the value chain activities is CORRECT?

AEach value chain activity receives inputs and provides outputs

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

CSome value chain activities only have input, whereas others only have outputs

DInput and output are fixed for each value chain activity

Answer : A

Each activity contributes to the value chain by transforming specific inputs into outputs. The inputs could be demand from outside the value chain, or outputs of other activities, while the transformation is facilitated by ITIL practices, undertaken using internal or third-party resources, processes, skills, and competencies.

https://www.bmc.com/blogs/itil-service-value-chain/

Question 5

Which service management dimension is focused on activities and how these are coordinated?

APartners and suppliers

BInformation and technology

CValue streams and processes

DOrganizations and people

Answer : C

Question 6

Identify the missing word in the following sentence.

A user is [?] that uses services.

Aan organization

Ba role

Ca team

Da supplier

Answer : B

Question 7

Which statement about service requests is CORRECT?

AComplex service requests should be dealt with as normal changes

BService requests that require simple workflows should be dealt with as incidents

CService requests require workflows that should use manual procedures and avoid automation

DService requests are usually formalized using standard procedures for initiation, approval and fulfilment

Answer : D

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