ITIL 4 Foundation - ITILFND_V4 Exam Practice Test

Question 1

Identify the missing word(s) in the following sentence:
The service desk should be the entry point and single point of contact for the [?] with all of its users.

A. Service consumer

B. Supplier

C. Service provider

D. Customer

Correct Answer: C

Question 2

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

A. Progress iteratively with feedback

B. Focus on value

C. Think and work holistically

D. Start where you are

Correct Answer: D

Question 3

What is the purpose of the 'problem management' practice?

A. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

B. To protect the information needed by the organization to conduct its business

C. To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services

D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

Correct Answer: A

Question 4

What is included in the purpose of the 'IT asset management' practice?

A. Providing information on how assets are configured and the relationships between them

B. Moving assets to live or other environments for testing or staging

C. Supporting decision-making about purchase, re-use, retirement, and disposal of assets

D. Making new and changed assets available for use

Correct Answer: C

Question 5

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

A. existing information

B. new methods

C. additional measurements

D. revised processes

Correct Answer: A

Question 6

Which practice has a purpose that includes managing authentication and non-repudiation?

A. IT asset management

B. Information security management

C. Change enablement

D. Service configuration management

Correct Answer: B

Question 7

Why should a service level manager carry out regular service reviews?

A. To ensure that agreements are written simply and are easy to understand

B. To ensure continual improvement of services, so that they meet the evolving needs of service consumers

C. To collect information about service consumer goals and objectives

D. To capture information about service issues and performance against agreed goals

Correct Answer: D

Question 8

What is a change schedule PRIMARILY used for?

A. To help plan emergency changes

B. To help authorize standard changes

C. To help assign a change authority

D. To help manage normal changes

Correct Answer: D

Question 9

What is the purpose of the 'monitoring and event management' practice?

A. To restore normal service operation as quickly as possible

B. To manage workarounds and known errors

C. To systematically observe services and service components

D. To capture demand for incident resolution and service requests

Correct Answer: C

Question 10

Which is included in the purpose of the 'deliver and support' value chain activity?

A. Meeting stakeholder expectations for time to market

B. Understanding stakeholder needs

C. Understanding the organization's service vision

D. Providing services to agreed specifications

Correct Answer: D

Question 11

Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?

A. Service desk

B. Problem management

C. Continual improvement

D. Incident management

Correct Answer: A

EXIN ITIL 4 Foundation - ITILFND_V4 Exam Practice Test

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