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

Question 1

Identify the missing words in the following sentence.

When an organization has decided to improve a service, it should start by considering [?].

Aexisting information

Bnew methods

Cadditional measurements

Drevised processes

Answer : A

Question 2

Identify the missing word in the following sentence.

A change is defined as the addition, modification, or removal of anything that could have a direct or indirect

effect on [?].

Aassets

Bvalues

Celements

Dservices

Answer : D

Question 3

Which statement about standard changes is CORRECT?

AA full assessment should be completed each time the change is implemented

BThe change can be implemented with less testing if necessary

CThe appropriate change authority should be assigned to each type of change

DThe change does not require additional authorization

Answer : D

Question 4

Which of the following is an example of workaround?

AA defective network switch is replaced with a new one

BAn email server is restored after an incident is reported

CServer memory is increased when the server is unresponsive

DA server is restarted to resolve an incident

Answer : D

Question 5

Which is a purpose of the 'engage' value chain activity?

AMeeting expectations for quality, costs and time-to-market

BEnsuring the continual improvement of services

CEnsuring that the organization's vision is understood

DProviding transparency and good relationships

Answer : D

Question 6

What is typically needed to assign complex incidents to support groups?

AThe incident priority

BThe incident category

CA change schedule

DA self-help tool

Answer : B

Question 7

Which is an activity in the 'Problem control' phase of problem management?

ARe-assessing a known error to manage the ongoing impact.

BReviewing incident records to identity trends

CImplementing a technical fix to resolve an issue

DDocumenting the steps in workaround

Answer : D

Problem Control. Problem control activities includeproblem analysis and documenting workarounds andknown errors.

Just like incidents, problems will be prioritized based on the risk they pose in terms of probability and impact to services. Focus should be given to problems that have highest risk to services and service management.

https://www.bmc.com/blogs/itil-problem-management/#:~:text=2.,probability%20and%20impact%20to%20services.

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