PeopleCert ITIL-4-Foundation Exam Questions Instant Access

Question 1

Which practice balance management of risk with maximizing throughput?

AChange enablement

BContinual improvement

CIncident management

DProblem management

Answer : A

The purpose of the change enablement practice is to maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.

Question 2

Which is a financially valuable component that can contribute to the delivery of a service?

AConfiguration item

BSponsor

CIT asset

DService offering

Answer : C

IT assetis any financially valuable component that can contribute to the delivery of an IT product or service. The scope of IT asset management typically includes all software, hardware, networking, cloud services, and client devices

https://wiki.process-symphony.com.au/framework/lifecycle/process/it-asset-management-itil-4/#:~:text=IT%20asset%20is%20any%20financially,cloud%20services%2C%20and%20client%20devices.

Question 3

Which TWO of the following statements are MOST associated with the optimize and automate' guiding principle?

1. It is important to assess which method of communication is appropriate 'or each type of stakeholder.

2. Complex systems should be designed with an understanding of how the components' parts are related.

3. Organizations should consider whether technology could improve the eficiency o' manual processes.

4 It is important to understand the organization's objectives when assessing the impact of potential improvements.

A1 and 2

B2 and 3

C3 and 4

D1 and 4

Answer : C

You need to use all of your resources as effectively and efficiently as you can. This means that you should automate wherever you can, and use people only for tasks that can't be automated. It also means that you need to think carefully about what you can automate and about the circumstances where only a person will do; and about simplifying those processes you do decide to automate to eliminate wasteful or inefficient steps.

You should always optimize the work BEFORE you automate it, as automating something that is inefficient or ineffective may just result in you doing the wrong thing faster!

https://www.sysaid.com/blog/itil/the-7-guiding-principles-of-itil-4-practical-advice-to-help-you-make-decisions

Question 4

Which of the following is the MOST important for effective incident management?

AA variety of access channels

BBalanced scorecard review

CAutomated pipelines

DCollaboration tools and techniques

Answer : A

Effective incident management often requires a high level of collaboration within and between teams as this can facilitate information-sharing and learning, as well as helping to solve the incident more efficiently and effectively. There may also be a need for good collaboration tools so that people working on an incident can work together effectively. One technique that takes advantage of collaboration is termedswarming. This brings many different stakeholders together to work on the issue. Management of incidents may require frequent interaction with third party suppliers, and routine management of this aspect of supplier contracts is often part of the incident management practice.

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

Question 5

What is the definition of service management?

AA set of specialized organizational capabilities for enabling value for customers in the form of services

BA result for a stakeholder enabled by one or more outputs

CA formal description of one or more services designed to address the needs of a target consumer group

DJoint activities performed by a service provider and a service consumer to ensure continual value co-creation

Answer : A

Service management is the term used to describe how organizations manage their services to deliver value to their customers and other stakeholders.Service management requires a set of specialized organizational capabilities, such as processes, roles, tools, and competencies, that enable the effective and efficient delivery of services1.Service management is also a professional practice supported by an extensive body of knowledge, experience, and skills3.Reference:ITIL Foundation - ITIL 4 Edition, page 2;ITIL 4 -- A Pocket Guide, page 11.

Question 6

How can service consumers contribute to risk mitigation?

AThrough the provision of services according to predefined needs

BBy ensuring that the service provider has configured correctly its resources

CBy being fully aware of their own requirements for the service

DBy controlling the specific level of risk on the service provider's behalf

Answer : C

Question 7

How is a continual improvement register used?

ATo record requests for provision of a resource or service

BTo provide a structured approach to implementing improvements

CTo organize past, present, and future improvement ideas

DTo authorize changes to implement improvement initiatives

Answer : B

The ITIL continual improvement model, which provides organizations with a structured approach to implementing improvements

https://www.bmc.com/blogs/itil-continual-improvement/

PeopleCert ITIL 4 Foundation ITIL-4-Foundation Exam Questions