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

Question 1

Which statement BEST describes the value of service strategy to the business?

AIt allows higher volumes of successful change

BIt reduces unplanned costs through optimized handling of service outages

CIt reduces the duration and frequency of service outages

DIt enables the service provider to understand what levels of service will make their customers successful

Answer : D

Question 2

Which is the BEST example of an emergency change?

AThe implementation of a planned new release of a software application

BA low-risk computer upgrade implemented as a service request

CThe implementation of a security patch to a critical software application

DA scheduled major hardware and software implementation

Answer : C

Question 3

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 4

Which dimension considers data security and privacy?

AOrganizations and people

BInformation and technology

CPartners and suppliers

DValue streams and processes

Answer : B

Question 5

Which role would is MOST SUITABLE for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?

AService level manager

BService desk agent

CChange authority

DProblem analyst

Answer : A

The purpose of the SLM practice is to set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets.SLM involves service level activities, including:

Defining service levels

Documenting

Actively managing them

https://www.bmc.com/blogs/itil-service-level-management/

Question 6

What varies in size and complexity, and uses functions to achieve its objectives?

AA risk

BAn organization

CA practice

DAn outcome

Answer : B

Question 7

Why should some service requests be fulfilled with no additional approvals?

ATo ensure that spending is properly accounted for

BTo ensure that information security requirements are met

CTo streamline the fulfillment workflow

DTo set user expectations for fulfillment times

Answer : C

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