ITIL 4 Foundation Practice Exam Questions and Answers – Part 2/2
Test your ITIL 4 Foundation knowledge with 19 exam-style questions, clean answer reveals, and concise explanations. Topics include: Which of the following is NOT a problem identification activity?. Follow @CertPunch and visit certpunch.com for more certification practice videos and study content.
Chapters:
00:00 Intro
00:31 Question 1 of 19
01:14 Question 2 of 19
02:04 Question 3 of 19
02:57 Question 4 of 19
03:37 Question 5 of 19
04:39 Question 6 of 19
05:33 Question 7 of 19
06:51 Question 8 of 19
07:46 Question 9 of 19
08:22 Question 10 of 19
09:06 Question 11 of 19
09:56 Question 12 of 19
11:14 Question 13 of 19
11:53 Question 14 of 19
12:37 Question 15 of 19
13:54 Question 16 of 19
14:30 Question 17 of 19
15:38 Question 18 of 19
16:50 Question 19 of 19
What you will practice
- Which of the following is NOT a problem identification activity?
- Betsy has been hired by your company to lead the process improvement efforts. You have shared with her the ov…
- Your company has spent the last 12 months working on a new improvement to the customer relationship managemen…
- Your laptop was connected to the corporate wireless network this morning but when you came back from lunch, i…
- How does 'service request management' contribute to the 'engage' value chain activity?
- What is an example of an action a service request management employee would undertake as part of the 'improve…
Answers and explanations
Tap a question to expand the answer and the exam reasoning. Try to commit to your own pick first.
Q1. Which of the following is NOT a problem identification activity?
Answer: B. Logging an incident
The correct answer distinguishes problem management from incident management. Incident logging is an incident management activity, not a problem identification task.
Q2. Betsy has been hired by your company to lead the process improvement efforts. You have shared with her the overall vision for the process improvement and she begins to analyze your current resources, processes, and metrics. What step of th…
Answer: D. Where are we now
This question tests the first step of the 7-step improvement process. Analyzing current state resources and metrics defines the 'where are we now' step.
Q3. Your company has spent the last 12 months working on a new improvement to the customer relationship management software in an effort to increase customer satisfaction by 4%. Janet analyzes the current metrics and compares them against the…
Answer: A. Did we get there
This question identifies the 'did we get there' step, which involves comparing current results to the baseline to verify if the improvement goal was met.
Q4. Your laptop was connected to the corporate wireless network this morning but when you came back from lunch, it refuses to connect to the network. What term best describes this scenario?
Answer: C. Incident
The correct answer identifies an incident as an unplanned service interruption. A problem would be the unknown cause of the incident.
Q5. How does 'service request management' contribute to the 'engage' value chain activity?
Answer: B. It collects user-specific requirements, sets expectations, and provides status updates
The correct answer proves that engage involves collecting requirements and setting expectations. The other options describe activities from other value chain activities like design and deliver.
Q6. What is an example of an action a service request management employee would undertake as part of the 'improve' activity?
Answer: C. Provide trend, quality, and feedback information about requests
The correct answer proves that improve involves analyzing performance data to identify opportunities. The distractors describe actions from other activities like engage and design & transition.
Q7. Your laptop only has a 256GB of SSD storage installed. You have been traveling for work for the last 2 weeks and have downloaded a lot of video files to your internal storage device. Your computer is having issues because there is not enou…
Answer: D. Known error
The correct answer proves that a known error is a diagnosed issue with a workaround. The distractors confuse the issue type; it's a known error, not an incident, problem, or workaround itself.
Q8. How does 'service level management' contribute to the 'engage' value chain activity?
Answer: C. Collects and processes feedback from customers and users
The correct answer proves that engage involves collecting user feedback for services. The distractors describe SLM's role in other activities like plan and improve, not its direct contribution to engage.
Q9. Identify the missing word(s) in the following sentence. A sponsor is a person who authorizes [?] for service consumption.
Answer: D. Budget
A sponsor authorizes budget for service consumption. Options like outcomes and requirements are the customer's responsibility.
Q10. What term best describes a service that is 'fit for use'?
Answer: C. Warranty
The correct answer proves the definition of warranty as the assurance that a service meets agreed requirements. The trap is utility, which defines what the service does, not its quality.
Q11. Which guiding principle is focused on increasing communication both within the project and outside of it?
Answer: B. Collaborate and promote visibility
The correct answer proves that 'collaborate and promote visibility' relies on cross-boundary communication for buy-in and success. The elimination cue is that other principles focus on simplicity, progress, or efficiency, not communication.
Q12. You have just been promoted to the role of the Service Desk manager. The manager before you loved metrics, and the Service Desk is currently spending numerous hours per week creating reports based on over 150 different metrics they call 'm…
Answer: C. Keep it simple and practical
The correct answer proves the 'keep it simple and practical' principle by eliminating unnecessary work. The elimination cue is that other principles focus on automation, iteration, or collaboration, not simplicity.
Q13. During which step of the continual improvement model is change management and release management usually performed?
Answer: B. Take action
The correct answer identifies the 'take action' step where implementing changes and releasing new features occurs to achieve improvement goals.
Q14. During which step of the continual improvement model do you create your objective baseline measurement?
Answer: B. Where are we now
The correct answer identifies the 'where are we now' step, which is where the baseline measurement is established before an improvement is made.
Q15. Your organization was having a big problem with cybersecurity due to poor password management practices. You had led an improvement initiative to increase the security of the authentication system by implementing two-factor authentication…
Answer: C. How do we keep the momentum going
This question tests the 'how do we keep the momentum going' step, which is used after an initial goal is met to continue or expand the improvement.
Q16. What does a centralized service desk require?
Answer: A. Knowledge base
The correct answer proves a centralized desk requires a shared knowledge base. The distractors are optional features, not core requirements for a single-location model.
Q17. Dion Training is an online training organization that provides asynchronous, on-demand video training for the ITIL 4 certifications. To provide these on-demand videos, Dion Training relies on a third-party service provider to host the vide…
Answer: A. Service consumption
Service consumption includes managing resources needed to use a service. Service provision is the provider's responsibility.
Q18. You have been asked to investigate an email service within your organization that is failing to meet its intended outcomes. You begin by determining the intended outcome and then observe the current service with as much objectivity as poss…
Answer: D. Start where you are
The correct answer proves the 'start where you are' principle by emphasizing understanding the current state before fixing it. The elimination cue is that other principles focus on communication, simplicity, or improvement, not assessment.
Q19. What is usually included as part of 'incident management'?
Answer: B. Formalized processes for logging incidents
The correct answer identifies a core function of incident management. Diagnosis is typically part of problem management, not incident management.
More ITIL 4 Foundation drills and other practice exams are on @CertPunch. New rounds drop every few days at certpunch.com.