ITIL 4 Foundation Certification ITILFND_V4 Real Exam Questions

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ITIL Certification qualified candidates are encouraged to move straight to ITIL 4 Foundation to keep their skills up-to-date. ITIL 4 Foundation Certification ITILFND_V4 Real Exam Questions as the learning materials have been online with 257 practice exam questions and answers to ensure that you can pass ITIL certification Version 4 exam. ITIL 4 Foundation is designed as an introduction to ITIL 4 and enables candidates to look at IT service management through an end-to-end operating model for the creation, delivery and continual improvement of tech-enabled products. ITILFND_V4 real exam questions are based on the skills and knowledge points to ensure that you can pass ITIL 4 Foundation exam in the first attempt.

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1. Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

Progress iteratively with feedback

Keep is simple and practical

Start where you are

Focus on value

2. Which practice has a purpose that includes ensuring that risks have been properly assessed?

Service configuration management

Problem management

Service level management

Change control

3. When should a full risk assessment and authorization be carried out for a standard change?

Each time the standard change is implemented

When the procedure for the standard change is created

At least once a year

When an emergency change is requested

4. Which statement about emergency changes is CORRECT?

The testing of emergency can be eliminated in order to implement the change quickly

The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly

Emergency changes should be authorized and implemented as service requests

Emergency changes must be fully documented before authorization and implementation

5. Which practice coordinates the classification, ownership and communication of service requests and incidents?

Supplier management

Service desk

Problem management

Relationship management

6. What is warranty?

Assurance that a product or service will meet agreed requirements

The amount of money spent on a specific activity or resource

The functionality offered by a product or service to meet a particular need

The perceived benefits, usefulness and importance of something

7. Which is part of service provision?

The management of resources configured to deliver the service

The management of resources needed to consume the service

The grouping of one or more services based on one or more products

The joint activities performed to ensure continual value co-creation

8. Which statement about a ‘continual improvement register’ is CORRECT?

It should be managed at the senior level of the organization

It should be used to capture user demand

There should only be one for the whole organization

It should be re-prioritized as ideas are documented

9. What are ’engage’, ‘plan’ and ‘improve’ examples of?

Service value chain activities

Service level management

Service value chain inputs

Change control

10. Which statement about outcomes is CORRECT?

An outcome can be enabled by more than one output

Outcomes are how the service performs

An output can be enabled by one or more outcomes

An outcome is a tangible or intangible activity

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11. Which statement about service desks is CORRECT?

The service desk should work in close collaboration with support and development teams

The service desk should rely on self-service portals instead of escalation to support teams

The service desk should remain isolated from technical support teams

The service desk should escalate all technical issues to support and development teams

12. Which practice updates information relating to symptoms and business impact?

Service level management

Change control

Service request management

Incident management

13. Which is included in the purpose of the ‘design and transition’ value chain activity?

Ensuring that service components are available when needed

Providing transparency and good stakeholder relationships

Supporting services according to specifications

Continually meeting stakeholder expectations for costs

14. Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?

Change control

IT asset management

Service desk

Service request management

15. Which is NOT a component of the service value system?

The guiding principles

Governance

Practices

The four dimensions of service management

16. Which statement about the steps to fulfill a service request is CORRECT?

They should be complex and detailed

They should be well-known and proven

They should include incident handling

They should be brief and simple

17. What is defined as a cause, or potential cause, of one or more incidents?

Change

Event

Known error

Problem

18. Which guiding principle recommends eliminating activities that do not contribute to the creation of value?

Start where you are

Collaborate and promote visibility

Keep it simple and practical

Optimize and automate

19. When should the effectiveness of a problem workaround be assessed?

Whenever the workaround is used

Whenever the problem is resolved

Whenever the workaround becomes a known error

Whenever the problem is prioritized

20. Identify the missing word in the following sentence. A change is defined as the addition, modification, or removal of anything that could have a direct or indirect

effect on [?].

assets

values

elements

services

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21. Which dimension considers how knowledge assets should be protected?

Organizations and people

Partners and suppliers

Information and technology

Value streams and processes

22. What is 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?

Service management

Continual improvement

A service

An IT asset

23. Identify the missing words in the following sentence. The management of information security incidents usually requires [?].

Immediate escalation

Specialist teams

A separate process

Third party support

24. What are the ITIL guiding principles used for?

To help an organization make good decisions

To direct and control an organization

To identify activities that an organization must perform in order to deliver a valuable service

To ensure that an organization’s performance continually meets stakeholders’ expectations

25. Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

Each iteration should be designed before starting the initiative and implemented without feedback

Feedback should only be taken into account when one iteration fails to meet its objective

Feedback should be reduced for large improvements as it is unlikely that circumstances will change

Each iteration should be continually re-evaluated based on feedback

26. What is the purpose of the ‘deployment management’ practice?

To ensure services achieve agreed and expected performance

To make new or changed services available for use

To move new or changed components to live environments

To set clear business-based targets for service performance

27. Which is a service request?

Requesting a workaround for an issue

Requesting information about how to create a document

Requesting an enhancement to an application

Requesting investigation of a degraded service

28. Identify the missing word in the following sentence.

The purpose of the supplier management practice is to ensure that the organization’s suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.

costs

users

value

performances

29. What is a recommendation of the ‘focus on value’ guiding principle?

Make ‘focus on value’ a responsibility of the management

Focus on the value of new and significant projects first

Focus on value for the service provider first

Focus on value at every step of the improvement

30. Which guiding principle recommends standardizing and streamlining manual tasks?

Optimize and automate

Collaborate and promote visibility

Focus on value

Think and work holistically

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31. Which describes a set of defined steps for implementing improvements?

The ‘improve’ value chain activity

The ‘continual improvement register’

The ‘continual improvement model’

The ‘engage’ value chain activity

32. Which is a key requirement for a successful service level agreement?

It should be written in legal language

It should be simply written and easy to understand

It should be based on the service provider’s view of the service

It should relate to simple operational metrics

33. When planning ‘continual improvement’, which approach for assessing the current state of a service is CORRECT?

An organization should always use a single technique to ensure metrics are consistent

An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis

An organization should always develop competencies in methodologies and techniques that will meet their needs

An organization should always use an approach that combines Lean, Agile and DevOps methodologies

34. How does a service consumer contribute to the reduction of disk?

By paying for the service

By managing server hardware

By communicating constraints

By managing staff availability

35. What helps diagnose and resolve a simple incident?

Rapid escalation

Formation of a temporary team

The use of scripts

Problem prioritization

36. Which ITIL practice has a purpose that includes reducing the likelihood of incidents?

Change control

Continual improvement

Problem management

Service desk

37. Which service level metrics are BEST for measuring user experience?

Single system-based metrics

Metrics for the percentage of uptime of a service

Operational metrics

Metrics linked to defined outcomes

38. What are the MOST important skills required by service desk staff?

Incident analysis skills

Technical skills

Problem resolution skills

Supplier management skills

39. It should be based on the objectives of the organization

1 and 2

2 and 3

3 and 4

1 and 4

40. When should a change request be submitted to resolve a problem?

As soon as a solution for the problem has been identified

As soon as a workaround for the problem has been identified

As soon as the analysis of the frequency and impact of incidents justifies the change

As soon as the analysis of cost, risks and benefits justifies the change

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41. Which guiding principle helps to ensure that better information is available for decision making?

Keep it simple and practical

Think and work holistically

Optimize and automate

Collaborate and promote visibility

42. Which practice has a purpose that includes observing a service to report selected changes of state identified as events?

Information security management

Monitoring and event management

Incident management

Change control

43. Which describes a standard change?

A change that needs to be scheduled, assessed and authorized following a defined process

A change that is typically implemented as a service request

A high-risk change that needs very thorough assessment

A change that must be implemented as soon as possible

44. How does information about problems and known errors contribute to 'incident management'?

It enables quick and efficient diagnosis of incidents

It removes the need for regular customer updates

It removes the need for collaboration during incident resolution

It enables the reassessment of known errors

45. Which practice owns and manages issues, queries and requests from users?

Incident management

Service desk

Change control

Problem management

46. What defines the requirements for a service and takes responsibility for the outcomes of service consumption?

An IT asset

A customer

A configuration item (CI)

A user

47. Which stakeholders co-create value in a service relationship?

Investor and supplier

Consumer and provider

Provider and supplier

Investor and consumer

48. Which describes normal changes?

Changes that are low-risk and pre-authorized

Changes that need to be scheduled and assessed following a process

Changes that are typically initiated as service requests

Changes that must be implemented as soon as possible

49. What is the expected outcome from using a service value chain?

Service value streams

Customer engagement

Value realization

The application of practices

50. Which statement about outcomes is CORRECT?

Outcomes are one or more services that fulfill the needs of a service consumer

Service providers help service consumers achieve outcomes

Outcomes help service consumers achieve outputs

Helping service consumers achieve outcomes reduces service provider costs

Page 6 of 6

51. Which skill is an essential part of the 'service level management' practice?

Technical knowledge

Listening

Diagnosis

Problem analysis

52. What are the three phases of 'problem management'?

Problem logging, problem classification, problem resolution

Incident management, problem management, change enablement

Problem identification, problem control, error control

Problem analysis, error identification, incident resolution

53. Which is a purpose of the 'engage' value chain activity?

Meeting expectations for quality, costs and time-to-market

Providing transparency and good relationships

Ensuring the continual improvement of services

Ensuring that the organization's vision is understood

54. Identify the missing word in the following sentence.

The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the [?] that support them, is available when and where it is needed.

suppliers

CIs

customers

assets

55. What is described by the service value system?

How all the components and activities of the organization work together as a system to enable value creation

Services based on one or more products, designed to address needs of a target consumer group

Joint activities performed by a service provider and a service consumer to ensure continual value cocreation

How to apply the systems approach of the guiding principle think and work holistically

56. Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?

Problem management

Supplier management

Release management

Service desk

57. What is defined as any component that needs to be managed in order to deliver an IT service?

A service request

A configuration item (CI)

An incident

An IT asset

58. Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?

Progress iteratively with feedback

Focus on value

Think and work holistically

Keep it simple and practical

59. Normal changes should be handled as service requests

1 and 2

2 and 3

3 and 4

1 and 4

60. What is an IT asset?

Any financially valuable component that can contribute to delivery of an IT product or service

Any component that needs to be managed in order to deliver a service

A request from a user mat initiates a service action

The removal of anything that could have a direct or indirect effect on services

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ITIL 4 Foundation Certification ITILFND_V4 Real Exam Questions

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