ITIL 4 Foundation (ITILFND_V4) Free Practice Test

Question 1

What does 'change enablement' PRIMARILY focus on?

A. Changes to products and services

B. Changes to service levels

C. Changes to skills and competencies

D. Changes to organizational structure

Correct Answer: A

Question 2

Which two practices use workarounds?

A. Change enablement and continual improvement

B. Change enablement and problem management

C. Problem management and incident management

D. Incident management and continual improvement

Correct Answer: C

Question 3

Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].

A. revised processes

B. existing information

C. additional measurements

D. new methods

Correct Answer: B

Question 4

Which practice identifies metrics that reflect a customer experience of a service?

A. Service level management

B. Service desk

C. Problem management

D. Continual improvement

Correct Answer: A

Question 5

Which practice requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers?

A. Service level management

B. Supplier management

C. Service request management

D. Service desk

Correct Answer: A

Question 6

What is the customer of a service responsible for?

A. Authorizing the budget for the service

B. Using the service

C. Defining the requirements for the service

D. Provisioning the service

Correct Answer: C

Question 7

What impact does automation have on a service desk?

A. Less low level work and a greater ability to focus on user experience

B. Ability to work from multiple locations, geographically dispersed

C. Ability to work from a single centralized location

D. Increased phone contact and a reduced ability to focus on user experience

Correct Answer: A

Question 8

Which TWO are important aspects of the 'service request management' practice?
1. Standardization and automation
2. Providing a variety of channels for access
3. Establishing a shared view of targets
4. Policies for approvals

A. 1 and 4

B. 1 and 2

C. 2 and 3

D. 3 and 4

Correct Answer: A

Question 9

Which TWO statements about the guiding principles are CORRECT?
1. The guiding principles support continual improvement
2. Each guiding principle applies to a selection of the available
stakeholder groups
3. Organizations should decide which one of the guiding principles is
relevant to them
4. Organizations should consider how the guiding principles interact
with each other

A. 1 and 4

B. 1 and 2

C. 2 and 3

D. 3 and 4

Correct Answer: A

Question 10

Which directly assists with the diagnosis and resolution of simple incidents?

A. Scripts for collecting user information

B. Creation of a temporary team

C. Use of shift working patterns

D. Fulfilment of service requests

Correct Answer: A

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EXIN ITIL 4 Foundation (ITILFND_V4) Free Practice Test