ITIL v4 Foundation Mock Exam | ITIL v4 foundation Exam

In my previous articles i have given the information about ITIL process and its preparation articles. Our basic aim is to pass the ITIL v4 Foundation exam. In this article I would like to give you the Quiz or ITIL v4 Foundation Mock Exam which will have 60 mins timer.

Welcome to your ITIL v4 Foundation Exam - Practice Quiz

Which practice is responsble for moving the specific functionality to production server?

Release Management

Deployment Management

Service Management

Change Control Management

Which practice includes classification and ownership of queries and request from user?

Project Management

Service Desk Management

Incident Management

Service Level Management

What is primary use of change Schedule?

To magnage emergency change

To support incident management

To plan changes and help avoid conflicts

To manage standard changes

Which value stream will focus on activities and its coordination?

Information and Technology

Organization and people

Value Streams and Processes

Partners and suppliers

How does categorization of incidents assist the 'incident management' practice?

It helps direct the incident to the correct support area

It determines the priority assigned to the incident

It determines how the service provider is perceived

It ensures that incidents are resolved in timescales agreed with the customer

Which practice identifies metrics that reflect the customer's experience of a service?

Service level management

Continual improvement

Service Desk

Problem management

What is definition of warrenty?

A tangible or intangible deliverable that is produced by carrying out an activity

The assurance that a product or service will meet agreed requirements

A possible event that could cause harm or loss, or make it more difficult to achieve objectives

The functionality offered by a product or service to meet a particular need

A service provider describes a package that includes a laptop with software, licences, and support. What is this package an example of?

Value

Softwares

Service Offering

An outcome

What should be done first when applying the 'focus on value' guiding principle?

Identify the outcomes that the service facilitates

Identify all suppliers and partners involved in the service

Determine who the service consumer is in each situation

Determine the cost of providing the service

Which is a key consideration for the guiding principle 'keep it simple and practical'?

Ignore the conflicting objectives of different stakeholders

Understand how each element contributes to value creation

Try to create a solution for every exception

Start with a complex solution, then simplify

Which practice typically involves the implementation of problem resolution?

Continual improvement

Service level management

Incident management

Change control management

Which is not key focus area of information and technology dimension?

Security and compliance

Communication system and knowledge bases

workflow management and inventory system

Roles and Responsibilities

Which describes outcome?

Tangible and intangible deliverables

Functionality offered by product or service

Results desired by stakeholders

Configuration of organization resources

What is output?

Something created by carrying out an activity

A possible event that could cause harm or loss

A change of state that has significance for the management of a configuration item

A result for a stakeholder

What is the definition of change?

To ensure that accurate and reliable information about the configuration of services is available

To add, modify or remove anything that could have a direct or indirect effect on services

To make new and changed services and features available for use

To move new or changed hardware, software, or any other component to live environments

What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?

The problem record is deleted

The problem remains in the known error status

change request is submitted to change control

Problem management restores the service as soon as possible

What is a standard change?

A change that is assessed, authorized, and scheduled as part of 'continual improvement'

change that is well understood, fully documented and pre-authorized

A change that doesn't need a risk assessment because it is required to resolve an incident

A change that needs to be assessed, authorized, and scheduled by a change authority

Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?

Collaborate and promote visibility

Start where you are

Focus on value

Progress iteratively with feedback

Which is a recommendation of the 'service desk' practice?

Service desks should be highly technical

Service desks should be a physical team in a single fixed location

Service desks should avoid the use of automation

Service desks should understand the wider organization

Which ITIL concept describes governance?

Service management principles

Service value system

Service value change

Guiding principles

How should an organization adopt continual improvement methods?

Select a few key methods for the types of improvement that the organization handles

Build the capability to use as many improvement methods as possible

Select a single method for all improvements that the organization handles

Use a new method for each improvement the organization handles

What is purpose of Service Desk practice?

To capture demand for incident resolution and service requests

To set clear business-based targets for service performance

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

To maximize the number of successful IT changes by ensuring risks are properly assessed

What are the two types of cost that a service consumer should evaluate?

The cost of software, and the cost of hardware

Resource management cost

The costs removed by the service, and the costs imposed by the service

The cost of provisioning the service, and the cost of improving the service

What is purpose statement of supplier Management?

to maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed and managing a change schedule.

to ensure that the Organization’s suppliers and their performance are managed appropriately to support the provision of seamless, quality product and services.

ability of an IT service or other configuration item to perform its agreed function when required.

To move new or changed hardware, software, documentation, processes or any other component to live environments. It may also involve in deploying components to other environments for testing and staging.

Which statement about the value chain activities is CORRECT?

Every practice belongs to a specific value chain activity

Each value chain activity contributes to the value chain by transforming specific inputs into outputs

Service value chain activities form a single workflow that enables value creation

A specific combination of value chain activities and practices forms a service relationship

Which value chain activity ensures people understand the organization's vision?

improve

Plan

Deliver and support

Obtain/build

Which practice has purpose of making new and changed services and features available to use?

Change control management

Service continuity management

Deployment Management

Release Management

Which statement about a change authority is CORRECT?

Normal changes are pre-authorized and do not need a change authority

Emergency changes can be implemented without authorization from a change authority

A single change authority should be assigned to authorize all types of change and change models

A change authority should be assigned for each type of change and change model

Which describes the nature of the guiding principles?

Guiding principles can guide an organization in all circumstances

Guiding principles describe the processes that all organizations must adopt

An organization will select and adopt only one of the seven guiding principles

Each guiding principle mandates specific actions and decisions

Which is not included as part of Incident Management?

Formalized procedures for logging incidents

Scripts for collecting initial information about incidents

The use of specialized knowledge for complicated incidents

Detailed procedures for the diagnosis of incidents

Which guiding principle recommends collecting data before deciding what can be re-used?

Keep it simple and practicle

Focus on value

Progress iteratively with feedback

Start where you are

Identify missing word from sentence : The purpose of Information security management is to ??? organization information

Protect

store

audit

provide

Which practice is responsibility of everyone in organization?

Service level agreement

Service management

Incident Management

Continual Improvement

Which would be supported by the 'service request management' practice?

A request from a user for something which is a normal part of service delivery

A request to restore service after a service interruption

A request to authorize a change that could have an effect on a service

A request to investigate the cause of multiple related incidents

Which guiding principle recommends four dimensions of service management are considered

Think and work holistically

Keep it simple and practical

focus on value

progress iteratively with feedback

Which practice provides single point of contact for users?

Incident Management

Change Control Management

Service desk

Service Request Management

Which role submits service request?

The supplier, or their authorized representative

The customer, or their authorized representative

The user, or their authorized representative

The sponsor, or their authorized representative

Which is a potential benefit of using an IT service management tool to support the 'incident management' practice?

It may ensure that supplier contracts are aligned with the needs of the service provider

It may provide automated resolution and closure of complex incidents

It may provide automated matching of incidents to problems or known errors

It may ensure that the cause of incidents is identified within agreed times

Which is a key consideration for the guiding principle 'keep it simple and practical'?

Ignore the conflicting objectives of different stakeholders

Understand how each element contributes to value creation

Try to create a solution for every exception

Start with a complex solution, then simplify

Why should incidents be prioritized?

To identify which support team the incident should be escalated to

To help automated matching of incidents to problems or known errors

To ensure that incidents with the highest business impact are resolved first

To encourage a high level of collaboration within and between teams

4 Replies to “ITIL v4 Foundation Mock Exam | ITIL v4 foundation Exam”

manoj says:

July 22, 2021 at 1:49 pm

good test
1. Amit S says:
  
  January 31, 2022 at 7:10 pm
  
  Thanks Manoj
Aman says:

January 31, 2023 at 1:35 pm

Thanks for ITIL V4 exam questions for free
1. Amit S says:
  
  February 19, 2023 at 7:27 pm
  
  Great !! Thanks for Commenting

Comments are closed.