ITIL1

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Exam : ITIL-4-Foundation
Title : ITIL 4 Foundation Exam
Vendor : ITIL
Version : DEMO
Get Latest & Valid itil-4-foundation Exam's Question and1Answers from Examsreviews.com. 1
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NO.1 Which dimension includes a workflow management system?

A. Organizations and people
B. Partners and suppliers
C. Value streams and processes
D. Information and technology
Answer: C
NO.2 What is a definition of a service improvement plan (SIP)?

A. An input from financial management for IT services to service level management, detailing the
budget plan
B. An input from availability management to service level management, detailing the service design
plan
C. A formal plan to implement improvements to a customer's business processes
D. A formal plan to implement improvements to a service or process
Answer: D
NO.3 Where should all master copies of controlled software and documentation be stored?
A. In the definitive capacity library
B. In the definitive media library
C. In the definitive security library
D. In the definitive production library
Answer: B
NO.4 Which guiding principle emphasizes the need to understand the flow of work in progress,
identify bottlenecks, and uncover waste?
A. Focus on value
B. Keep it simple and practical
C. Collaborate and promote visibility
D. Think and work holistically
Answer: C
NO.5 Which term describes the functionality offered by a service?

A. cost
B. Warranty
C. Utility
D. Risk
Answer: C
NO.6 What varies in size and complexity, and uses functions to achieve its objectives?
A. A risk
B. An outcome
C. A practice
D. An organization
Answer: D
NO.7 Which role approves the cost of services?

A. User
B. Sponsor
C. Change authority
D. Customer
Answer: B
NO.8 Which statement about the steps to fulfill a service request is CORRECT?
A. They should be well-known and proven
B. They should include incident handling
C. They should be brief and simple
D. They should be complex and detailed
Answer: A
NO.9 Which guiding principle considers customer and user experience?

A. Focus on value
B. Start where you are
C. Keep it simple and practical
D. Collaborate and promote visibility
Answer: A
NO.10 What is an incident?

A. A result enabled by one or more outputs
B. The planned removal of an item that might affect a service
C. A service interruption resolved by the use of self-help tools
D. A possible future event that could cause harm
Answer: C
NO.11 Which guiding principle considers which parts of an existing process should be kept by
identifying how they contribute to value creation?
A. Keep it simple and practical
B. Collaborate and promote visibility
C. Think and work holistically
D. Progress iteratively with feedback
Answer: A
NO.12 What should be done first when applying the 'focus on value' guiding principle?
A. Determine the cost of providing the service
B. Identify the outcomes that the service facilitates
C. Identify all suppliers and partners involved in the service
D. Determine who the service consumer is in each situation
Answer: D
NO.13 What is the MAIN benefit of 'problem management'?

A. Maximizing the number of successful changes
B. Managing workarounds and known errors
C. Reducing the number and impact of incidents
D. Restoring normal service as quickly as possible
Answer: B
NO.14 Which practice ensures that accurate and reliable information is available about
configuration items and the relationships between them?
A. Monitoring and event management
B. Service configuration management
C. Service desk
D. IT asset management
Answer: B
NO.15 How should an organization include third-party suppliers in the continual improvement of
services?
A. Ensure suppliers include details of their approach to service improvement in contracts
B. Require evidence that the supplier uses agile development methods
C. Ensure that all supplier problem management activities result in improvements
D. Require evidence that the supplier implements all improvements using project management
practices
Answer: A
NO.16 Identify the missing word in the following sentence.

A change is defined as the addition, modification, or removal of anything that could have a direct or
indirect effect on [?].
A. elements
B. assets
C. values
D. services
Answer: D
NO.17 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 2
B. 2 and 3
C. 1 and 4
D. 3 and 4
Answer: C
NO.18 Identify the missing words in the following sentence.

The 'incident management' practice should maintain [?] for logging and managing incidents.
A. detailed procedures
B. a value chain activity
C. a dedicated team
D. a formal process
Answer: A

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Title : ITIL 4 Foundation Exam

NO.1 Which dimension includes a workflow management system?

NO.2 What is a definition of a service improvement plan (SIP)?

NO.5 Which term describes the functionality offered by a service?

NO.7 Which role approves the cost of services?

NO.9 Which guiding principle considers customer and user experience?

NO.10 What is an incident?

NO.13 What is the MAIN benefit of 'problem management'?

NO.16 Identify the missing word in the following sentence.

NO.18 Identify the missing words in the following sentence.

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