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

Question 1

What can a change schedule be used for?

ASpeeding up the planning and authorization of emergency changes

BProviding information about deployed changes to help manage incidents and problems.

CTracking and managing improvement ideas from identification through to final action

DProviding a way to initiate normal changes

Answer : B

Question 2

For which purpose would the continual improvement practice use a SWOT analysis?

AUnderstanding the current state

BDefining the future desired state

CTracking and managing ideas

DEnsuring everyone actively participates

Answer : A

Question 3

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

Question 4

What is defined as "the role that uses services?

AService consumer

BCustomer

CUser

DSponsor

Answer : C

Question 5

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

AWorkflows and controls

BCommunication and collaboration

CInputs and outputs

DContracts and agreements

Answer : B

Question 6

Which is the definition of an IT asset?

AAny financially valuable component that contributes to a service

BAny request from a user that is a normal part of service delivery

CAny component that needs to be managed to deliver a service

DAny change of state that has significance for the management of a service

Answer : A

Question 7

Which statement about emergency changes is CORRECT?

AEmergency changes are low risk and well understood

BAuthorization of emergency changes may be deferred until after implementation

CIt is necessary to complete all documentation before an emergency charge is implemented

DEmergency changes are not usually recorded in the change schedule