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 is the purpose of the 'information security management' practice?. Follow @CertPunch and visit certpunch.com for more certification practice videos and study content.
Chapters:
00:00 Intro
00:32 Question 1 of 20
01:37 Question 2 of 20
02:36 Question 3 of 20
03:36 Question 4 of 20
04:22 Question 5 of 20
05:12 Question 6 of 20
06:10 Question 7 of 20
06:51 Question 8 of 20
08:04 Question 9 of 20
09:10 Question 10 of 20
10:19 Question 11 of 20
11:30 Question 12 of 20
12:16 Question 13 of 20
13:20 Question 14 of 20
13:58 Question 15 of 20
14:43 Question 16 of 20
15:25 Question 17 of 20
16:07 Question 18 of 20
17:04 Question 19 of 20
18:03 Question 20 of 20
What you will practice
- What is the purpose of the 'information security management' practice?
- What is the purpose of the 'monitoring and event management' practice?
- What is the purpose of the 'incident management' practice?
- What is defined as the practice of ensuring that accurate and reliable information about the configuration of…
- Identify the missing word in the following sentence. The [?] is the practice of capturing demand for incident…
- Dion Training has decided to offer two membership levels to their training programs. The first membership lev…
Answers and explanations
Tap a question to expand the answer and the exam reasoning. Try to commit to your own pick first.
Q1. What is the purpose of the 'information security management' practice?
Answer: A. Protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information
Information security management protects an organization by managing risks to information confidentiality, integrity, and availability. Other options describe different practices.
Q2. What is the purpose of the 'monitoring and event management' practice?
Answer: B. Systematically observing services and service components and recording and reporting selected changes of state identified as events
Monitoring and event management systematically observes services and reports significant changes of state as events. Other options describe request or incident management.
Q3. What is the purpose of the 'incident management' practice?
Answer: D. Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible
Incident management minimizes the negative impact of incidents by restoring normal service operation quickly. Other options describe request management or project delivery.
Q4. What is defined as the practice of ensuring that accurate and reliable information about the configuration of services, and the configuration items that support them, is available when and where needed?
Answer: C. Service configuration management
Service configuration management ensures accurate configuration information is available. Change enablement focuses on authorizing changes, not tracking configurations.
Q5. Identify the missing word in the following sentence. The [?] is the practice of capturing demand for incident resolution and service requests.
Answer: D. Service desk
The service desk is the practice that captures demand for incident resolution and service requests. The distractors are separate practices that exist within service support.
Q6. Dion Training has decided to offer two membership levels to their training programs. The first membership level includes all of their video courses, practice exams, and study guides for a single monthly fee. This plan does not provide the…
Answer: C. A service offering
A service offering is a description of one or more services designed to address the needs of a target consumer group. Value is the result, not the description of the services themselves.
Q7. Which guiding principle is most affected by the customer experience (CX)?
Answer: B. Focus on value
The customer experience is an important element of value, which is the focus of the guiding principle of 'focus on value'. The other principles do not directly address CX.
Q8. Dion Training Solutions wants to build a new service to automatically fulfill exam voucher orders for students. Currently, exam vouchers are fulfilled manually by a staff member once the order is received from the student by copying and pa…
Answer: C. Start where you are
This scenario demonstrates 'start where you are' by assessing the current state to understand existing processes before building new ones. The other options are unrelated to this assessment.
Q9. Dion Training Solutions has decided to create an online course for the ITIL 4 Foundation exam. The company developed their curriculum and then invited 50 students to participate in live training to determine if the training was effective…
Answer: D. Progress iteratively with feedback
This approach demonstrates 'progress iteratively with feedback' by updating the curriculum based on student experience. The other options do not involve cyclical improvement based on feedback.
Q10. You are working to design a new service for internal use across your organization. As part of your design efforts, you form a small team with relevant stakeholders from the human resources, information technology, sales, and other relevant…
Answer: B. Collaborate and promote visibility
This scenario demonstrates 'collaborate and promote visibility' by forming a cross-functional team. The other options do not involve working across boundaries to ensure buy-in.
Q11. John is currently working to create a new service that would allow a customer to purchase a digital product online and have it delivered to the user's inbox. John is responsible for the payment portion of this service, but Sally is respons…
Answer: B. John should meet with Sally to determine how the digital product fulfillment will occur
To 'think and work holistically', John must understand the end-to-end service by meeting with Sally. This ensures their work is compatible, rather than working in isolation.
Q12. When working within the 'what is the vision' step of the continual improvement model, what must you ensure to occur?
Answer: A. The high-level direction of the initiative has been understood
The first step is to establish the high-level direction; detailed steps and metrics are defined later, so this is the primary goal of 'what is the vision'.
Q13. Bridgett is leading an improvement initiative within your company. She has been told that the company wants to have the highest customer satisfaction in the industry. Currently, the company has a customer satisfaction rating of 92% but the…
Answer: B. Where do we want to be
Bridgett is defining a measurable goal based on the vision, which is the purpose of the 'where do we want to be' step, setting specific targets like a 96% satisfaction score.
Q14. Identify the missing word(s) in the following sentence. Utility is the [?] offered by a product or service to meet a particular need.
Answer: C. Functionality
Utility is the functionality offered by a product or service to meet a particular need. Outcome is a related but incorrect ITIL term.
Q15. Identify the missing word(s) in the following sentence. An event is any change of state that has significance for the management of a(n) [?] or other configuration items.
Answer: C. Service
An event is a change of state that is significant for managing a service or configuration item. Product is too narrow for this context.
Q16. Which describes outputs?
Answer: A. Tangible or intangible deliverables
An output is a tangible or intangible deliverable of an activity. Options B, C, and D describe concepts of value, functionality, and configuration, not deliverables.
Q17. What term best describes a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives?
Answer: D. Organization
An organization is a person or group with its own functions, responsibilities, and authorities. The other options are roles that exist within an organization.
Q18. Which describes the nature of the guiding principles?
Answer: D. A guiding principle is a recommendation used as guidance in all circumstances
A guiding principle is a recommendation used as guidance in all circumstances. The other options incorrectly describe them as mandatory, specific, or prescriptive.
Q19. What is a normal change?
Answer: B. A change that needs to be assessed, authorized, and scheduled by a change authority
A normal change requires assessment, authorization, and scheduling by a change authority, following a standard process, unlike pre-authorized or emergency changes.
Q20. Your company's external router has just malfunctioned and needs to be replaced. The entire organization's connection to the Wide Area Network will remain offline until this router is replaced. Which type of change should be initiated?
Answer: C. Emergency
An emergency change is implemented urgently to resolve a critical incident, such as a network failure that is causing a severe service disruption.
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