ITIL 4 Foundation Practice Exam Questions and Answers – Part 2/2
Test your ITIL 4 Foundation knowledge with 20 exam-style questions, clean answer reveals, and concise explanations. Topics include: What term best describes the perceived benefits, usefulness, and importance of something?. Follow @CertPunch and visit certpunch.com for more certification practice videos and study content.
Chapters:
00:00 Intro
00:31 Question 1 of 20
01:07 Question 2 of 20
02:10 Question 3 of 20
02:53 Question 4 of 20
03:37 Question 5 of 20
04:30 Question 6 of 20
05:15 Question 7 of 20
05:50 Question 8 of 20
06:48 Question 9 of 20
07:29 Question 10 of 20
08:27 Question 11 of 20
09:10 Question 12 of 20
09:59 Question 13 of 20
11:12 Question 14 of 20
12:06 Question 15 of 20
13:06 Question 16 of 20
13:59 Question 17 of 20
14:47 Question 18 of 20
15:36 Question 19 of 20
16:36 Question 20 of 20
What you will practice
- What term best describes the perceived benefits, usefulness, and importance of something?
- Your organization is currently running a web hosting service, but it is not providing sufficient utility and…
- Identify the missing word(s) in the following sentence. A customer is a person who defines the requirements f…
- What refers to the use of technology to perform a step or series of steps correctly and consistently with lim…
- Which service management dimension is focused on the roles and responsibilities of the people involved in a p…
- Which service management dimension is focused on the communication systems and knowledge bases used by employ…
Answers and explanations
Tap a question to expand the answer and the exam reasoning. Try to commit to your own pick first.
Q1. What term best describes the perceived benefits, usefulness, and importance of something?
Answer: D. Value
The correct answer proves that value is the perceived benefit and importance. Options A and B are service components, not the overall perception of importance.
Q2. Your organization is currently running a web hosting service, but it is not providing sufficient utility and warranty. In order to fix this, a team has been assembled and asked to design a new web hosting service. The team manager suggests…
Answer: B. Start where you are
The 'Start where you are' principle is demonstrated by analyzing the current state. The trap is confusing 'Start where you are' with 'Optimize and automate', which would improve the existing service, not design a new one.
Q3. Identify the missing word(s) in the following sentence. A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.
Answer: A. Outcomes
The correct answer proves that customers are accountable for outcomes. The distractor 'Cost' is a tempting but incorrect choice because customers own outcomes, not costs.
Q4. What refers to the use of technology to perform a step or series of steps correctly and consistently with limited or no human involvement?
Answer: A. Automation
The correct answer defines the core concept of automation. The distractor 'Optimization' is eliminated because optimization is about making something better, not the act of machine-based execution.
Q5. Which service management dimension is focused on the roles and responsibilities of the people involved in a process' workflow?
Answer: A. Organizations and people
The correct answer identifies the 'Organizations and people' dimension. The distractor 'Value streams and processes' is eliminated because processes are the activities, not the people in them.
Q6. Which service management dimension is focused on the communication systems and knowledge bases used by employees?
Answer: B. Information and technology
The correct answer identifies the 'Information and technology' dimension. The distractor 'Organizations and people' is eliminated because this dimension is about people, not the tools they use.
Q7. Which ITIL concept describes practices?
Answer: B. Service value system
The service value system includes practices as one of its components. The other options describe different parts of the SVS, not practices.
Q8. Your company has recently engaged a new supplier to provide you with 3 routers that will handle 1 Gbps of throughput. They are scheduled for installation in three months. Your team is currently configuring the devices in preparation for in…
Answer: C. Obtain/build
The 'obtain/build' activity ensures service components are available and meet specifications. Configuration is a build action within this activity.
Q9. You are working as part of an improvement initiative and your team would like to release a new module into the existing Customer Relationship Management system. Which type of change should you initiate?
Answer: B. Normal
Normal changes need assessment and authorization. This is not standard (pre-authorized), emergency (urgent), or routine (not an ITIL term).
Q10. What is an emergency change?
Answer: C. A change that must be implemented as soon as possible because it is required to resolve an incident or security issue
An emergency change must be implemented immediately to resolve an incident or security issue. It is driven by urgency, not procedure.
Q11. You are attempting to print a document from your workstation to the network printer in your office. The print job failed when you attempted to print, so you called the service desk for assistance. What term best describes your issue?
Answer: C. Incident
An incident is an unplanned interruption to a service. The printing failure is a service interruption.
Q12. You are working as a service desk analyst. Within the last hour, you have received 13 calls about users being unable to log on to the network. There appears to be something wrong with the domain controller. What would you classify this sce…
Answer: C. Problem
A problem is a cause of one or more incidents. Since multiple users are reporting the same issue, the domain controller is the potential problem, not the individual calls which are incidents.
Q13. The users on the fourth floor of your building keep calling the service desk to report that their network connectivity is not working properly. The service desk logs each of these incidents, but since there are multiple incidents for the s…
Answer: A. Known error
A known error is a diagnosed problem with a temporary workaround. Since the cause is known but not yet resolved, it fits the definition of a known error waiting for a fix.
Q14. How does 'service level management' contribute to the 'improve' value chain activity?
Answer: A. Uses feedback from users about the service and requirements from customers to make the service better
Service level management contributes to 'improve' by using user feedback and customer requirements to recommend service enhancements and improvements.
Q15. You are working as a service desk manager. One of your analysts has created a new workaround for a problem that has been causing issues for users for the last few hours. To ensure all users across the network are notified of this workaroun…
Answer: C. Engage
Communicating workarounds to users via a portal is part of the 'Engage' value chain activity, which focuses on stakeholder communication and collaboration.
Q16. What is an example of an action a service request management employee would undertake as part of the 'design and transition' activity?
Answer: D. Initiating standard changes to fulfill service requests
Initiating standard changes is part of the 'Design and Transition' activity, where pre-approved changes are fulfilled as service requests.
Q17. Which guiding principle is focused on involving the right people in the correct roles in order to get additional buy-in for the project and increase the likelihood of long-term success?
Answer: A. Collaborate and promote visibility
The 'Collaborate and promote visibility' principle is about engaging stakeholders. The trap is confusing it with 'Focus on value', which is about the service itself, not stakeholder engagement.
Q18. Management has set a goal to reduce the number of physical servers in the datacenter by 10% this year. Your team is responsible for creating a plan to migrate 50% of the physical servers into virtualized systems. Which step of the continua…
Answer: B. How do we get there
The 'how do we get there' step focuses on creating the plan of action. The goal is set, and this is the plan for achieving it.
Q19. Your company has decided to install a service management tool that provides incident management as one of its functions. What is the benefit of using an incident management system?
Answer: C. It can provide automated matching of incidents to problems or known errors
A key benefit is automated matching to known errors. While tools can help, they do not guarantee SLA compliance.
Q20. What is usually included as part of 'incident management'?
Answer: A. Scripts for collecting initial information about incidents
Scripts for gathering initial information are standard. Diagnosis procedures belong to problem management, not incident management.
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