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

Question 1

Which is intended to help an organization adopt and adapt ITIL guidance?

AThe four dimensions of service

BPractices

CThe service value chain

DThe guiding principles

Answer : D

Question 2

Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value to the organization or its customers.

Which guiding principle recommends that the unnecessary work should be eliminated?

AKeep it simple and practical

BThink and work holistically

CStar: where you are

DProgress iteratively with feedback

Answer : A

https://assyst.ifs.com/blog/the-7-guiding-principles-of-itil-4-0

Don't over-engineer solutions. Think about what you can donow.

Likefocus on value, this principle is heavily focused on the prevention of waste. Waste correlates with complexity. Higher complexity means there are more opportunities for waste to creep into a system.

Focus on delivering the desired outcome, not building the most elegant and elaborate solution. Use the minimum number of steps to deliver that outcome, ensuring you are notover-processing(delivering quality above and beyond what is required).

Question 3

What role would be MOST suitable for someone with tots of experience working in IT and business roles?

They also have experience of managing relationships with various stakeholders, including suppliers and business managers.

AService level manager

BService desk agent

CChange authority

DProblem analyst

Answer : A

Question 4

What describes the steps needed to create and deliver a specific service to a consumer?

AService management

BPractices

CA value stream

DService level management

Answer : C

Question 5

Identify the Missing word(s) in the following sentence

A(n) [?] cause, or potential cause, of one or more incidents?

AChange

BEvent

CKnown error

DProblem

Answer : D

ITILdefines a problem as a cause, or potential cause, of one or more incidents. Aknown erroris a problem that has been analyzed but not resolved.

https://www.bmc.com/blogs/itil-problem-management/

Question 6

Which practices are typically involved in the implementation of a problem resolution?

1. Continual improvement

2. Service request management

3. Service level management

4. Change control

A1 and 2

B1 and 4

C3 and 4

D2 and 3

Answer : B

Topic 2, Exam Pool B

Question 7

Which TWO are important aspects of the 'service request management' practice?

1. Standardization and automation

2. Providing a variety of channels for access

3. Establishing a shared view of targets

4. Policies for approvals

A1 and 2

B2 and 3

C3 and 4

D1 and 4

Answer : D

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