ITIL® 4 Foundation Practice Exam 6 | Free Mock Questions with Answers & Explanations
Dear All, ITIL® 4 Foundation Practice Exam 6 | Free Mock Questions with Answers & Explanations
Question 1:
What is the
definition of a service?
a) The means by which an
organization is directed and controlled
b) A set of specialized organizational
capabilities for enabling value to customers
c) A method for visualizing
work, identifying potential blockages and resource conflicts, and managing work
in progress
d) A means of enabling value co-creation
by facilitating outcomes that customers want to achieve, without the customer
having to manage specific costs and risks
Question 2:
Identify the
missing word(s) in the following sentence. Utility is the [?] offered by a
product or service to meet a particular need.
a) Assurance b) Promise
c) Functionality d) Outcome
Question 3:
Identify the
missing word in the following sentence. [?] is the practice of ensuring that
risks are properly assessed, authorizing changes to proceed, and managing a
change schedule in order to maximize the number of successful IT changes.
a) IT asset management
b) Service
configuration management c) Change
control
d) Service level management
Question 4:
Identify the
missing word(s) in the following sentence. An event is any change of state that
has significance for the management of a(n) [?] or other configuration items.
a) Output b) Product c) Service
d) Outcome
Question 5:
What is the
purpose of the 'information security management' practice?
a) Protecting an organization
by understanding and managing risks to the confidentiality, integrity, and
availability of information
b) Ensuring that services achieve agreed
and expected performance levels, satisfying current and future demand in a
cost-effective way
c) Ensuring that services deliver agreed
levels of availability or that change can be assessed d) Systematically
observing services and service components and recording and reporting
selected changes of state identified as events
Question 6:
What is the
purpose of the 'monitoring and event management' practice?
a) Supporting the agreed
quality of a service by handling all pre-defined, user-initiated service
requests in an effective and user-friendly manner
b) Systematically observing services and
service components and recording and reporting selected changes of state
identified as events
c) Minimizing the negative
impact of incidents by restoring normal service operation as quickly as
possible
d) Ensuring
that all an organization's projects are successfully delivered
Question 7:
What is the
purpose of the 'incident management' practice?
a) Supporting the agreed
quality of a service by handling all pre-defined, user-initiated service
requests in an effective and user-friendly manner
b) Ensuring
that services deliver agreed levels of availability or that change can be
assessed c) Ensuring that all an
organization's projects are successfully delivered
d) Minimizing the negative impact of
incidents by restoring normal service operation as quickly as possible
Question 8:
What is
defined as the practice of ensuring that accurate and reliable information
about the configuration of services, and the configuration items that support
them, is available when and where needed?
a) Change control
b) IT
asset management
c) Service
configuration management d) Service level management
Question 9:
Identify the
missing word in the following sentence. The [?] is the practice of capturing
demand for incident resolution and service requests.
a) Incident management
b) Service
level management
c) Service request management d) Service
desk
Question 10:
Dion Training
has decided to offer two membership levels to their training programs. The
first membership level includes all of their video courses, practice exams, and
study guides for a single monthly fee. This plan does not provide the students
with the actual exam voucher to take the certification exams, though. What term
best describes this membership level which provides several services for a
single price?
a) An outcome b) Value
c) A service offering d) An
output
Question 11:
Which
describes outputs?
a) Tangible or intangible deliverables
b) Functionality
offered by a product or service c) Results
for a stakeholder
d) Configuration
of an organization’s resources
Question 12:
What term
best describes a person or a group of people that has its own functions with
responsibilities, authorities, and relationships to achieve its objectives?
a) Consumer
b) Service
provider c) Customer
d) Organization
Question 13:
Which
describes the nature of the guiding principles?
a) A guiding principle is
mandatory and must be used when adopting a new service within the organization
b) A
guiding principle is specific and only applies to one initiative within the
organization c) An organization must
implement the guiding principles exactly as defined by the ITIL 4
Foundation
manual
d) A
guiding principle is a recommendation used as guidance in all circumstances
Question 14:
Which guiding
principle is most affected by the customer experience (CX)?
a) Progress iteratively with feedback b) Focus
on value
c) Think and work holistically d) Start
where you are
Question 15:
Dion Training
Solutions wants to build a new service to automatically fulfill exam voucher
orders for
students. Currently, exam vouchers are fulfilled manually by a staff member
once the order is received from the student by copying and pasting the voucher
number from a spreadsheet into an email template and sending out the email to
the students. Before attempting to automate this fulfillment process, the team
lead takes an inventory of the
current services,
processes, and procedures that are being used by the voucher fulfillment team
to see if they might be able to be reused. What guiding principle best
describes this scenario?
a) Focus on value
b) Collaborate
and promote visibility c) Start
where you are
d) Keep
it simple and practical
Question 16:
Dion Training
Solutions has decided to create an online course for the ITIL 4 Foundation
exam. The company developed their curriculum and then invited 50 students to
participate in live training to determine if the training was effective. During
the training, some students didn't understand the concept of the service value
chain, so the instructor rewrote that portion of the curriculum. Which guiding
principle is being demonstrated by this approach to curriculum development?
a) Focus on value
b) Collaborate
and promote visibility c) Optimize
and automate
d) Progress
iteratively with feedback
Question 17:
You are
working to design a new service for internal use across your organization. As part
of your design efforts, you form a small team with relevant stakeholders from
the human resources, information technology, sales, and other relevant
departments to ensure the service adequately meets each department's needs and
hope this results in great acceptance of the service when delivered. Which
guiding principle best describes this scenario?
a) Focus on value
b) Collaborate and promote visibility
c) Start where you are
d) Keep it simple and practical
Question 18:
John is
currently working to create a new service that would allow a customer to
purchase a digital product online and have it delivered to the user's inbox.
John is responsible for the payment portion of this service, but Sally is
responsible for the digital product fulfillment portion of the service. Which
of the following should John do in order to follow the principle of
'think and
work holistically'?
a) John should optimize his code to ensure
it runs efficiently
b) John
should meet with Sally to determine how the digital product fulfillment will
occur c) John should wait until
Sally's portion is complete before beginning his to ensure they
work together properly
d) John should tell Sally to wait until
his portion is done before starting hers to ensure compatibility
Question 19:
Which of
these are a key focus of the ‘organization and people’ dimension?
a) Security and compliance
b) Activities
that transform inputs into outputs c) Roles
and responsibilities
d) Contracts
and agreements
Question 20:
Which of
these are NOT a key focus of the ‘partners and suppliers’ dimension?
a) Workflow management and inventory
systems b) Roles and responsibilities
c) Contracts
and agreements d) Security and compliance
Question 21:
Which ITIL
concept describes the service value chain?
a) Seven guiding principles
b) Four
dimensions of service management c) Service
value system
d) Practices
Question 22:
What
operating model outlines the key activities required to respond to demand and
facilitate value realization through the creation and management of products
and services?
a) Continual improvement b) Service
value chain
c) Practices
d) Guiding
principles
Question 23:
Which value
chain activity includes portfolio decisions for design and transition?
a) Engage b) Improve c) Plan
d) Deliver
and support
Question 24:
Which step of
the continual improvement model states that "each improvement initiative
should support the organization's goals and objectives"?
a) Where are we now b) What
is the vision
c) Where do we want to be d) How
do we get there
Question 25:
When working
within the 'what is the vision' step of the continual improvement model, what
must you ensure to occur?
a) The high-level direction of the
initiative has been understood b) The detailed steps of how to achieve
your objectives
c) What
metrics you will use to measure success d) The current processes being used
Question 26:
Bridgett is
leading an improvement initiative within your company. She has been told that
the company wants to have the highest customer satisfaction in the industry.
Currently, the company has a customer satisfaction rating of 92% but the
industry leader has an average of
94%. Bridgett
decides that the company should set their goal of obtaining a 96% customer
satisfaction score within the next 12 months. What step of the continual
improvement model is Bridgett currently in?
a) What is the vision
b) Where
do we want to be c) How
do we get there
d) Where
are we now
Question 27:
What is a
normal change?
a) A change that doesn't need
risk assessment because the procedure has been pre- authorized
b) A
change that needs to be assessed, authorized, and scheduled by a change
authority
c) A change that doesn't need risk
assessment because it is required to resolve an incident d) A
change that is routine in nature, is fully documented, and the risks are well
understood
Question 28:
Your
company's external router has just malfunctioned and needs to be replaced. The
entire organization's connection to the Wide Area Network will remain offline
until this router is replaced. Which type of change should be initiated?
a) Standard b) Normal
c) Emergency d) Routine
Question 29:
What is a
change schedule NOT used for?
a) Developing features b) Planning
changes
c) Avoiding conflicts
d) Assigning resources
Question 30:
How can you
ensure the incidents with the highest business impact are resolved first?
a) Implement incident classification b) Use
automation
c) Utilize self-help tools
d) Utilize problem management
Question 31:
Which
incidents should be logged?
a) Only an incident that cannot be
immediately resolved b) Every incident should be logged
c) Any incident that occurs
more than once
d) Only incidents that are not solved
using self-help tools
Question 32:
What is NOT a
phase in problem management?
a) Problem identification b) Problem
classification c) Problem
control
d) Error control
Question 33:
If a problem
cannot be resolved quickly, you might wish to document and implement a
temporary solution to reduce the impact of the problem. What is this known as?
a) Incident b) Solution
c) Workaround d) Known error
Question 34:
How does
'service request management' contribute to the 'improve' value chain activity?
a) It ensures that users
continue to be productive when they need assistance from the service provider
b) It
collects user-specific requirements, sets expectations, and provides status
updates c) It analyzes data to
identify opportunities to provide new service request options
d) It
acquires pre-approved service components to help fulfill service requests
Question 35:
Fill in the
blank. Service requests and their fulfillment should be [?] and automated to
the greatest degree possible.
a) Uniquely handled b) Standardized
c) Creatively solved d) Ignored
Question 36:
Your
smartphone isn't working properly. You call the toll-free number for your
service provider's support center. Which practice would you reach that serves
as the entry point for all contact between the service provider and its users?
a) Problem Management b) Service
desk
c) Service request management d) Incident
management
Question 37:
Which is a
recommendation of the ‘service desk’ practice?
a) Service desks should never use
technologies such as SMS and chat functions b) Service desks should be
highly technical functions
c) Service desks should have
a practical understanding of the business practices across the organization
d) Service
desks should always use a virtual service desk
ITIL® 4 Foundation Practice Exam 6 | Free Mock Questions with Answers & Explanations
Question 38:
What is a
service level agreement used for?
a) To measure the performance of services
from a customer's point of view b) To measure the performance of the
service availability
c) To measure the performance of the
service capability
d) To
measure the performance of the service from the service provider's point of
view.
Question 39:
How does
'service level management' contribute to the 'plan' value chain activity?
a) Uses feedback from users
about the service and requirements from customers to make the service better
b) Provides
information about the actual service performance and trends c) Collects and processes feedback from
customers and users
d) Collects feedback during interactions
and communicates service performance objectives to the operations and support
teams
Question 40:
What should be included in every service level agreement? a) Detailed metrics to capture
availability of the system b) Metrics for system response time
c) Clearly defined service outcomes d) Number
of emails sent per hour
ITIL® 4 Foundation Practice Exam 6 | Free Mock Questions with Answers & Explanations
Answer Key:
1 D 2 C 3 C 4 C 5 A
6 B 7 D 8 C 9 D 10 C
11 A 12 D 13 D 14 B 15 C
16 D 17 B 18 B 19 C 20 A
21 C 22 B 23 C 24 B 25 A
26 B 27 B 28 C 29 A 30 A
31 B 32 B 33 C 34 C 35 B
36 B 37 C 38 A 39 B 40 C
Answer Key
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