Which guiding principle recommends collecting data before deciding what can be re used?

©AXELOS Limited 2019.

AXELOS®, ITIL® and the swirl logo are registered trade marks of AXELOS Limited.

Reproduction of this material requires the permission of AXELOS Limited.

All rights reserved.

Page 1 of 11

EN_ITIL4_FND_2019_SamplePaper1_QuestionBk_v1.4

The ITIL® 4 Foundation Examination

Sample Paper 1

Question Booklet

Multiple Choice

Examination Duration: 1 Hour

Instructions

1. You should attempt all 40 questions. Each question is worth one mark.

2. There is only one correct answer per question.

3. You need to answer 26 questions correctly to pass the exam.

4. Mark your answers on the answer sheet provided. Use a pencil (NOT pen).

5. You have 60 minutes to complete this exam.

6. This is a 8closed book9 exam. No material other than the exam paper is

allowed.

100% found this document useful (3 votes)

1K views43 pages

ITIL Practise Tests Review

Original Title:

ITIL_Practise_tests_review.docx

Uploaded by

vijeshoct1984

Full description

QUESTION NO: 1
Which is the BEST example of an emergency change?

A. A scheduled major hardware and software implementation B. A low-risk computer upgrade implemented as a service request C. The implementation of a security patch to a critical software application D. The implementation of a planned new release of a software application

QUESTION NO: 2
Which is part of service provision?

A. The joint activities performed to ensure continual value co-creation B. The management of resources configured to deliver the service C. The management of resources needed to consume the service D. The grouping of one or more services based on one or more products

QUESTION NO: 3
Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?

A. Release management B. IT asset management C. Service desk D. Relationship management

QUESTION NO: 4
Which statement about outcomes is CORRECT?

A. Outcomes gives service consumers assurance of products or services B. Outcomes help a service consumers to assess the cost of a specific activity C. Outcomes rely on outputs to deliver results for a stakeholder. D. Outcomes use activities to produce tangible or intangible deliverables.

QUESTION NO: 5
Which is the correct combination of items that makes up an IT service?

A. People, processes and customers B. Information technology, networks and people C. Information technology, people and processes D. Customers, providers and documents

QUESTION NO: 6
Which action is performed by a service provider?

A. Ensuring access to agreed resources B. Requesting required service actions C. Receiving of the agreed goods D. Authorizing budget for service consumption

QUESTION NO: 7
Which is NOT a structure of service desk that is described in the ITIL service operation guidance?

A. Local B. Outsourced C. Centralized D. Virtual

QUESTION NO: 8
Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?

A. Continual improvement B. Service configuration management C. Service level management D. Relationship management

QUESTION NO: 9
Which is an example o' a service request?

A. A request for normal operation to be restored B. A request to investigate the cause of an incident C. A request to implement a security patch D. A request tor access to a file

QUESTION NO: 10
Which term is used to describe the prediction and control of income and expenditure within an organization?

A. Governance B. Accounting C. Charging D. Budgeting

QUESTION NO: 11
What actions does a service desk take for all issues, queries and requests that are reported to them?

A. Schedule, assess, authorize B. Diagnose, investigate, resolve C. Initiate, approve, fulfill D. Acknowledge, classify, own

QUESTION NO: 12
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?

A. Keep it simple and practical B. Collaborate and promote visibility C. Start where you are D. Optimize and automate

QUESTION NO: 13
What is the purpose of the 'information security management1 practice?

A. To protect the information needed by the organization to conduct its business B. To observe services and service components C. To plan and manage the full lifecycle of all IT assets D. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed

QUESTION NO: 14
What should be done for every problem?

A. It should have a workaround to reduce the impact B. It should be diagnosed to identify possible solutions C. It should be resolved so that it can be closed D. It should be prioritized based on its potential impact and probability

QUESTION NO: 15
A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.

A. risks B. outcomes C. costs D. outputs

QUESTION NO: 16
Which statement about change authorization is CORRECT?

A. Centralizing change authorization to a single person is the most effective means of authorization B. Standard changes are high risk and should be authorized by the highest level of change authority C. A change authority should be assigned to each type of change and change model D. The authorization of normal changes should be expedited to ensure they can be implemented quickly

QUESTION NO: 17
What is included in the purpose of the 'release management' practice?

A. Ensuring information about services is available B. Authorizing changes to proceed C. Making new features available for use D. Moving new software to live environments

Correct Answer: C

Explanation: (Only visible for Pass4Test members)

QUESTION NO: 18
Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?

A. Deployment management B. Service configuration management C. Service desk D. Problem management

QUESTION NO: 19
Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific circumstances?

A. Continual improvement B. Guiding principles C. Service value chain D. Practices

QUESTION NO: 20
Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?

A. Monitoring and event management B. Service level management C. Service desk D. Relationship management

QUESTION NO: 21
Which describes a standard change?

A. A high-risk change that needs very thorough assessment B. A change that is typically implemented as a service request C. A change that needs to be scheduled, assessed and authorized following a defined process D. A change that must be implemented as soon as possible

QUESTION NO: 22
Which value chain activity is concerned with the availability of service components?

A. Design and transition B. Plan C. Deliver and support D. Obtain/build

Correct Answer: D

Explanation: (Only visible for Pass4Test members)

QUESTION NO: 23
What describes the steps needed to create and deliver a specific service to a consumer?

A. Service management B. Practices C. Service level management D. A value stream

QUESTION NO: 24
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

A. Keep is simple and practical B. Focus on value C. Progress iteratively with feedback D. Start where you are

QUESTION NO: 25
Which is NOT a component of the service value system?

A. Governance B. Opportunity and demand C. Continual improvement D. The service value chain

QUESTION NO: 26
Which helps to streamline the fulfilment of service requests?

A. Eliminating service requests which have complex workflows B. Creating new workflows for every service request C. Separating requests relating to service failures from the degradation of services D. Understanding which service requests can be accomplished with limited approvals

QUESTION NO: 27
What term is used to describe whether a service will meet availability, capacity and security requirements?

A. Warranty B. Value C. Utility D. Outcomes

QUESTION NO: 28
Which describe a 'change authority'?

A. A tool used to help plan changes B. a model used to determine who will assess a change C. A person who approves a change D. A way to manage the people aspects of change

QUESTION NO: 29
Which of the following is included in the purpose of the 'continual improvement' printer?

A. The restoration of normal service operation as quickly as possible B. The reduction of the likelihood and impact of incidents C. The establishment of Inks between the organization and its stakeholders at strategic and tactical levels D. The alignment of the organization's practices and services with changing business needs

QUESTION NO: 30
Which is the FIRST thing to consider when focusing on value?

A. Ensuring value is co-created by improvement initiatives. B. Defining customer experience and user experience C. Identifying the service customer who will receive value D. Understanding what is valuable to the service consumer

Correct Answer: C

Explanation: (Only visible for Pass4Test members)

QUESTION NO: 31
Which statement about the automation of service requests is CORRECT?

A. Service requests and their fulfillment should be carried out by service desk staff without automation B. Service requests that cannot be automated should be handled as problems C. Service requests and their fulfillment should be automated as much as possible D. Service requests that cannot be automated should be handled as incidents

QUESTION NO: 32
What type of change is MOST likely to be managed as a service request?

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

QUESTION NO: 33
How does information about problems and known errors contribute to 'incident management'?

A. It removes the need for regular customer updates B. It enables the reassessment of known erros C. It removes the need for collaboration during incident resolution D. It enables quick and efficient diagnosis of incidents

QUESTION NO: 34
What can be used to determine if a service is 'fit for purpose'?

A. Outcome B. Warranty C. Availability D. Utility

QUESTION NO: 35
Which of the four dimensions contributes MOST to defining activities needed to deliver services?

A. Value streams and processes B. Information and technology C. Partners and suppliers D. Organizations and people

Correct Answer: A

Explanation: (Only visible for Pass4Test members)

QUESTION NO: 36
Which is a financially valuable component that can contribute to the delivery of a service?

A. IT asset B. Sponsor C. Configuration item D. Service offering

Correct Answer: A

Explanation: (Only visible for Pass4Test members)

QUESTION NO: 37
Which statement about a service value stream is CORRECT?

A. It is a service value chain activity B. It provides an operating model for service providers C. it uses inputs and outputs prescribed by ITIL D. It integrates practices for a specific scenario

QUESTION NO: 38
Which practice recommends using tools for collaboration and the automated matching of symptoms?

A. Service request management B. Incident management C. Service level management D. Problem management

QUESTION NO: 39
Which statement about managing incidents is CORRECT?

A. The 'incident management' practice should use a single process regardless of the impact of the incident B. Low impact incidents should be resolved efficiently so the resource required is reduced C. Incidents with the lowest impact should be resolved first D. Low impact incidents should be resolved efficiently, making logging unnecessary

QUESTION NO: 40
Which dimension of service management includes consideration of the type of relationship required with other organizations involved in the design and delivery of services?

A. Value streams and processes B. Information and technology C. Partners and suppliers D. Organizations and people

What should be done first when applying the focus on value guiding principle ITIL?

Which guiding principle emphasizes on leveraging what is already available?

Which guiding principle emphasizes the need to understand the flow of work in progress?

Which guiding principle describes the importance of doing something instead of spending a long time analyzing different options?