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Exam : ITIL-4-Foundation

Title : ITIL 4 Foundation Exam

Vendor : ITIL

Version : DEMO

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NO.1 What are the types of asset management?

A. IT asset management and software asset management
B. IT asset management and technical management
C. Operational and technical management
D. Operational management and IT asset management
Answer: A

NO.2 Which statement about emergency changes is CORRECT?

A. Emergency changes must be fully documented before authorization and implementation
B. The testing of emergency can be eliminated in order to implement the change quickly
C. Emergency changes should be authorized and implemented as service requests
D. The assessment and authorization of emergency changes is expedited to ensure they can be
implemented quickly
Answer: D

NO.3 Which is a purpose of the 'engage' value chain activity?

A. Ensuring that the organization's vision is understood
B. Ensuring the continual improvement of services
C. Providing transparency and good relationships
D. Meeting expectations for quality, costs and time-to-market
Answer: C

NO.4 How should an organization adopt continual improvement methods?

A. Select a single method for all improvements that the organization handles
B. Select a few key methods for the types of improvement that the organization handles
C. Build the capability to use as many improvement methods as possible
D. Use a new method for each improvement the organization handles
Answer: B

NO.5 Identify the missing words in the following sentence.

The management of information security incidents usually requires [?].
A. Immediate escalation
B. Specialist teams
C. Third party support
D. A separate process
Answer: D

NO.6 How should the workflow for a new service request be designed?
A. Use a single workflow for all types of service request
B. Use different workflows for each type of service request
C. Leverage existing workflows whenever possible
D. Avoid workflows for simple service requests
Answer: C

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NO.7 Which is the purpose of the 'monitoring and event management' practice?
A. To protect the information needed by the organization to conduct its business
B. To systematically observe services and service components, and record and report selected
changes of state
C. To ensure that accurate and reliable information about the configuration of services is available
when and where it is needed
D. To minimize the negative impact of incidents by restoring normal service operation as quickly as
possible
Answer: B

NO.8 What is warranty?

A. The perceived benefits, usefulness and importance of something
B. The functionality offered by a product or service to meet a particular need
C. The amount of money spent on a specific activity or resource
D. Assurance that a product or service will meet agreed requirements
Answer: D

NO.9 Which statement about the steps to fulfill a service request is CORRECT?
A. They should be complex and detailed
B. They should be brief and simple
C. They should include incident handling
D. They should be well-known and proven
Answer: D

NO.10 Which competencies are required by the 'service level management' practice?
A. Incident analysis and prioritization
B. Business analysis and commercial management
C. Balanced scorecard reviews and maturity assessment
D. Problem investigation and resolution
Answer: B

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