PeopleCert ITIL-4-Foundation Exam Questions Instant Access

Question 1

Which organization delivers output or outcomes of a service?

AA service consumer delivers outcomes of the service

BA service provider delivers outcomes of the service

CA service consumer delivers outputs of the service

DA service provider delivers outputs of the service

Answer : D

An output is a tangible or intangible deliverable of an activity, while an outcome is a result for a stakeholder enabled by one or more outputs1.A service provider produces outputs that allow customers to achieve outcomes2.A service consumer utilizes the outputs and benefits from the outcomes2.

Question 2

Which BEST describe the focus of the 'think and work holistically' principle?

AConsidering the existing organizational assets before building something new

BIntegrating an organization's activities to deliver value

CEliminating unnecessary steps to deliver valuable outcomes

DBreaking down large initiative into smaller pieces of work

Answer : B

Think and work holistically

No service, practice, process, department, or supplier stands alone. The outputs that the organization delivers to itself, its customers, and other stakeholders will suffer unless it works in an integrated way to handle its activities as a whole, rather than as separate parts.

https://www.bmc.com/blogs/itil-guiding-principles/#:~:text=5.,rather%20than%20as%20separate%20parts.

Question 3

Which is described by the 'organizations and people' dimension of service management?

ACommunication and collaboration

BWorkflows and controls

CInputs and outputs

DContracts and agreement

Answer : A

The organizations and people dimensionsets out the people aspects of service management to be considered when designing, operating and changing service offerings. People include employees, managers, executives, customers, supplier employees, or anybody else who is involved in the creation or consumption of services.

https://assyst.ifs.com/blog/what-are-the-four-dimensions-of-itil-4

Question 4

Which facilitates outcomes that customers want to achieve?

AService

BWarranty

COrganization

DIT asset

Answer : A

Question 5

Which ITIL concept helps an organization to make good decisions?

AFour dimensions of service management

BGuiding principles

CService value chain

DPractices

Answer : B

Question 6

Identity the missing word in the following sentence

The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [?], and the CIs that support them, is available when and where it is needed

Aorganizations

Boutcomes

Crelationships

Dservices

Answer : D

The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed. This includes information on how CIs are configured and the relationships between them.

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

Question 7

When considering the type of relationship required with other organizations involved in the design and delivery of services, which dimension of service management are you utilizing?

AOrganizations and people

BInformation and technology

CPartners and suppliers

DValue streams and processes

Answer : C

Partners and suppliers are one of the four dimensions of service management that influence the effectiveness and efficiency of service delivery1.This dimension covers the relationships that an organization has with other organizations that are involved in the design, development, deployment, delivery, support, and improvement of services2.This dimension also includes the contracts, agreements, and policies that govern these relationships3.Reference:ITIL Foundation - ITIL 4 Edition, page 8;ITIL 4 -- A Pocket Guide, page 19;ITIL 4 Practice Guide: Partner and Supplier Management, page 7.

PeopleCert ITIL 4 Foundation ITIL-4-Foundation Exam Questions