ITILFNDv4 Exam Training Practice Tests (EXIN ITIL 4 Foundation)]

Question 1

Which term is used to describe removing something that could have an effect on a service?

A. A problem B. An incident C. An IT asset D. A change

Correct Answer: D

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Question 2

What type of change is MOST likely to be managed by the 'service request management' practice?

A. An application change B. A standard change C. A normal change D. An emergency change

Correct Answer: B

Question 3

Which is included in the purpose of the 'deliver and support' value chain activity?

A. Understanding the organization's service vision B. Providing services to agreed specifications C. Meeting stakeholder expectations for time to market D. Understanding stakeholder needs

Correct Answer: B

Question 4

Which role approves the cost of services?

A. User B. Customer C. Change authority D. Sponsor

Correct Answer: D

Question 5

Which service value chain activity relates with buying new products?

A. Obtain/build B. Plan C. Engage D. Improve

Correct Answer: A

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Question 6

Which statement about the 'incident management' practice is CORRECT?

A. It resolves the highest impact incidents first B. It authorizes changes to resolve incidents C. It maintains detailed procedures for diagnosing incidents D. It identifies the cause of major incidents

Correct Answer: A

Question 7

A user wants to know how to create a report, so they come into contact with the service desk.
Which practice is MOST LIKELY to help with the solution of this issue?

A. Service request management B. Service level management C. Change enablement D. Incident management

Correct Answer: A

Question 8

Which statement about service relationship management is CORRECT?

A. It requires the service consumer to create resources for the service provider B. It focuses on the service actions performed by users C. It requires co-operation of both the service provider and service consumer D. It focuses on the fulfilment of the agreed service actions

Correct Answer: C

Question 9

Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?

A. Service desk B. Continual improvement C. Service level management D. Change enablement

Correct Answer: C

Question 10

What ensures that a service provider and a service consumer continually co-create value?

A. Service offerings B. Service relationship management C. Service consumption D. Service level management

Correct Answer: B

Question 11

What is MOST LIKELY to be handled as a service request?

A. Managing an interruption to a service B. The implementation of a workaround C. Providing a virtual server for a development team D. An emergency change to apply a security patch

Correct Answer: C

Question 12

Which skill is required by the 'service level management' practice?

A. Technical expertise B. Event monitoring C. Supplier management D. Problem management

Correct Answer: C

Question 13

Which describes the 'plan' value chain activity?

A. It ensures a shared understanding of the current status and vision for all products and services across the organization B. It ensures that service components are available when and where they are needed, and meet agreed specifications C. It ensures that services are delivered and supported according to agreed specifications and stakeholders' expectations D. It ensures continual improvement of products, services, and practices across all value chain activities

Correct Answer: A

Question 14

Which is a key requirement for a successful service level agreement (SLA)?

A. Using an agreement between the service provider and service supplier B. Using single-system-based metrics that relate to outputs C. Using individual metrics that relate to the service catalogue D. Using bundled metrics to relate performance to outcomes

Correct Answer: D

Question 15

Which is the BEST type of resource for investigating complex incidents?

A. Detailed work instructions B. Disaster recovery plans C. Knowledgeable support staff D. Self-help systems

Correct Answer: C

EXIN ITIL 4 Foundation - ITILFNDv4 Exam Practice Test