ITIL 4 Foundation (ITILFNDv4) Free Practice Test

Question 1

What is a problem that has been analyzed but has not been resolved?

A. Incident

B. Event

C. Workaround

D. Known error

Correct Answer: D

Question 2

In which situation will incident management USUALLY use a separate process?

A. For information security incidents

B. Where the cause must be diagnosed

C. Where no target resolution time exists

D. For low impact incidents

Correct Answer: A

Question 3

What is the definition of 'service management'?

A. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation

B. A result for a stakeholder enabled by one or more outputs

C. A formal description of one or more services, designed to address the needs of a target consumer group

D. A set of specialized organizational capabilities for enabling value for customers in the form of services

Correct Answer: D

Question 4

Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value to the organization or its customers. Which guiding principle recommends that the unnecessary work should be eliminated?

A. Start where you are

B. Keep it simple and practical

C. Progress iteratively with feedback

D. Think and work holistically

Correct Answer: B

Question 5

Which BEST describes the focus of the 'think and work holistically' principle?

A. Eliminating unnecessary steps to deliver valuable outcomes

B. Integrating an organization's activities to deliver value

C. Breaking down large initiatives into smaller pieces of work

D. Considering the existing organizational assets before building something new

Correct Answer: B

Question 6

Which dimension considers data security and privacy?

A. Partners and suppliers

B. Information and technology

C. Organizations and people

D. Value streams and processes

Correct Answer: B

Question 7

What includes governance as a component?

A. Practices

B. The guiding principles

C. The service value system

D. The service value chain

Correct Answer: C

Question 8

Which of the following can be used to access service desks?

A. Email

B. Phone calls

C. Text and social media messaging

D. All of the above

Correct Answer: D

Question 9

Which step of the 'continual management model' defines measurable targets?

A. How do we get there?

B. What is the vision?

C. Where are we now?

D. Where do we want to be?

Correct Answer: D

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EXIN ITIL 4 Foundation (ITILFNDv4) Free Practice Test