ITIL Foundation (V4) (ITIL) Practice Test

Questions # 1:

Which is a risk that might be removed from a service consumer by an IT service?

Options:

Service provider ceasing to trade

Security breach

Failure of server hardware

Cost of purchasing servers

Questions # 2:

Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?

Options:

Incident management

Service level management

Problem management

Service request management

Questions # 3:

What is a definition of a problem?

Options:

An unplanned interruption to a service, or reduction in the quality of a service

A cause, or potential cause, of one or more incidents

An incident for which a full resolution is not yet available

Any change of state that has significance for the management of a configuration item (CI)

Questions # 4:

Which is a use of a continual improvement register?

Options:

Planning changes, assisting in communication, avoiding conflicts, and assigning resources

Selecting the right method, model or technique for identifying improvements

Tracking and managing improvement ideas from identification through to final action

Describing the services designed to meet the needs of a consumer group

Questions # 5:

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

Options:

Workaround

Incident

Known error

Event

Questions # 6:

Which practice requires skills and competencies related to business analysis, supplier management and relationship management?

Options:

Monitoring and event management

Incident management

Service level management

IT asset management

Questions # 7:

Which Guiding principle says that it is not usually necessary to build something new?

Options:

Focus on value

start where you are

Progress iteratively with feedback

Think and work holistically

Questions # 8:

In service relationships, what is a benefit of identifying consumer roles?

Options:

It enables effective stakeholder management

It provides shared service expectations

It removes constraints from the customer

It enables a common definition of value

Questions # 9:

What can be described as an operating model for the creation and management of products and services?

Options:

Governance

Service value chain

Guiding principles

Practices

Questions # 10:

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 performances are [?] appropriately to support the seamless provision of quality products and services.

Options:

measured

rewarded

managed

defined

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