Try 2022 Free ITIL 4 Foundation ITILFND_V4 Dumps Questions

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Are you preparing for the ITIL 4 Foundation exam and want to pass it on your very first attempt? The ITIL 4 Foundation exam is an entry-level certification that tests your general awareness of ITIL concepts. There are a total of 40 questions and the time limit is 60 minutes. You must score at least 65 percent (26 questions) to earn the ITIL Foundation Certification. With real ITILFND_V4 Dumps Questions, you can learn about the exam topics and pattern fast to better adapt to the exam environment.

You can use the following ITILFND_V4 practice questions to determine your level of preparation. Now is the time to give it a shot!

Page 1 of 11

1. Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?

Service desk

Continual improvement

Problem management

Incident management

2. Which describes a set of defined steps for implementing improvements?

The ‘improve’ value chain activity

The ‘continual improvement register’

The ‘continual improvement model’

The ‘engage’ value chain activity

3. Identify the missing word in the following sentence.

A user is [?] that uses services.

an organization

a role

a team

a supplier

4. Which service management dimension is focused on activities and how these are coordinated?

Partners and suppliers

Information and technology

Value streams and processes

Organizations and people

5. Which are elements of the service value system?

Service provision, service consumption, service relationship management

Governance, service value chain, practices

Outcomes, utility, warranty

Customer value, stakeholder value, organization

6. How does a service consumer contribute to the reduction of disk?

By paying for the service

By managing server hardware

By communicating constraints

By managing staff availability

7. Which statement about the ‘service request management’ practice is CORRECT?

Service requests are fulfilled using simple workflows

A new workflow is created for each type of request

Additional approval is sometimes needed for restoration of service

Financial authorization is sometimes required for service requests

8. Which is included in the purpose of the ‘design and transition’ value chain activity?

Ensuring that service components are available when needed

Providing transparency and good stakeholder relationships

Supporting services according to specifications

Continually meeting stakeholder expectations for costs

9. Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

Categorization

Detection

Prioritization

Escalation

10. What is recommended by the guiding principle ‘progress iteratively with feedback’?

A current state assessment that is carried out at the start of an improvement initiative

The identification of all interested parts at the start of an improvement initiative

An improvement initiative that is broken into a number of manageable sections

An assessment of how all the parts of an organization will affect an improvement initiative

Page 2 of 11

11. Which value chain activity ensures that ongoing service activity meets user expectations?

Plan

Engage

Obtain/build

Deliver and support

12. Which principle concentrates on service consumers?

Start where you are

Optimize and automate

Keep it simple

Focus on value

13. Which of these should be logged and managed as a problem?

Trend analysis shows a large number of similar incidents

A user requests delivery of a laptop

A monitoring tool detects a change of state for a service

'Continual improvement' needs to prioritize an improvement opportunity

14. What is defined as any component that needs to be managed in order to deliver an IT service?

A service request

An IT asset

A configuration item (CI)

An incident

15. What is an event?

The addition, modification, or removal of anything that could have a direct or indirect effect on services

Any change of state that has significance for the management of a service or other configuration item

Cause of one or more incidents

An unplanned interruption to a service or reduction in the quality of a service

16. Which is part of the definition of a customer?

The role that defines the requirements for a service

A means of enabling value co-creation

The role that authorizes budget for service consumption

A set of specialized organizational capabilities for enabling value

17. Which guiding principle is PRIMARILY concerned with end-to-end service delivery?

Focus on value

Think and work holistically

Optimize and automate

Collaborate and promote

18. Which statement about emergency changes is CORRECT?

The testing of emergency can be eliminated in order to implement the change quickly

The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly

Emergency changes should be authorized and implemented as service requests

Emergency changes must be fully documented before authorization and implementation

19. Which is one of the five aspects of service design?

Management information systems and tools

Risk analysis and management approach

Management policy for business case creation

Corporate governance and policy

20. Risk assessment

1, 2 and 4 only

1, 2 and 3 only

2, 3 and 4 only

1, 3 and 4 only

Page 3 of 11

21. Which practice recommends the use of event-based surveys to gather feedback from customers?

Service level management

Change enablement

Service request management

Problem management

22. What impact does automation have on a service desk?

Less low level work and a greater ability to focus on user experience

Increased phone contact and a reduced ability to focus on user experience

Ability to work from multiple locations, geographically dispersed

Ability to work from a single centralised location

23. Which statement about the ‘four Ps’ of service design is CORRECT?

Processes refers to skill and training

Partners refers to suppliers and vendors

People refers to technology and tools

Products refers to producers and metrics

24. What is defined as a change of state that has significate for the management of an IT service?

Event

Incident

Problem

Known error

25. What are the ITIL guiding principles used for?

To help an organization make good decisions

To direct and control an organization

To identify activities that an organization must perform in order to deliver a valuable service

To ensure that an organization’s performance continually meets stakeholders’ expectations

26. Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?

Release management

Service desk

Problem management

Supplier management

27. What type of change is MOST likely to be managed as a service request?

A standard change

A normal change

An emergency change

An organizational change

28. Which statement about the ‘incident management’ practice is CORRECT?

It identifies the cause of major incidents.

It authorizes changes to resolve incidents.

It maintains detailed procedures for diagnosing incidents.

It resolves the highest impact incidents first.

29. Which statement about the ‘change enablement’ practice is CORRECT?

Service requests are usually normal changes that can be implemented quickly without authorization

Emergency changes are changes that must be fully tested and fully documented prior to implementation

Standard changes are changes that need to be scheduled, assessed and authorized following a standard process

Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited

30. Which practice has a purpose that includes responding to conditions that could lead to potential faults or incidents?

Incident management

Service request management

Monitoring and event management

Change enablement

Page 4 of 11

31. Which statement about standard changes is CORRECT?

A full assessment should be completed each time the change is implemented

The change can be implemented with less testing if necessary

The appropriate change authority should be assigned to each type of change

The change does not require additional authorization

32. Which is a purpose of the 'engage' value chain activity?

Meeting expectations for quality, costs and time-to-market

Ensuring the continual improvement of services

Ensuring that the organization's vision is understood

Providing transparency and good relationships

33. Which guiding principle considers how the steps of a process can be performed as efficiently as possible?

Start where you are

Focus on value

Think and work holistically

Optimize and automate

34. Which ITIL concept helps an organization to make good decisions?

Four dimensions of service management

Guiding principles

Service value chain

Practices

35. Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?

Incident management

Service level management

Problem management

Service request management

36. Which is one of the MAIN concerns of the ‘design and transition’ value chain activity?

Understanding the organization’s vision

Understanding stakeholder needs

Meeting stakeholder expectations

Ensuring service components are available

37. Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?

Change control

IT asset management

Service desk

Service request management

38. Which is the BEST example of a standard change?

The review and authorization of a change requested by a customer

The implementation of a critical software patch in response to a vendor security Issue

The Installation of a software application in response to a service request

The replacement of a component in response to a major incident

39. Which statement BEST describes the value of service strategy to the business?

It allows higher volumes of successful change

It reduces unplanned costs through optimized handling of service outages

It reduces the duration and frequency of service outages

It enables the service provider to understand what levels of service will make their customers successful

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

It determines the priority assigned to the incident

It determines how the service provider is perceived

It helps direct the incident to the correct support area

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

Page 5 of 11

41. Which practice has a purpose that deludes maximizing the number of successful additions modifications, or removals of anything that could have an effect on a service?

Service request management

Incident management

Service desk

Change enablement

42. When should a workaround be created?

As soon as possible, once the incident is logged

After the resolution of a problem

When a problem cannot be resolved quickly

When a potential permanent solution has been identified

43. Which dimension considers the application of artificial intelligence to service management?

Organizations and people

Information and technology

Partners and suppliers

Value streams and processes

44. Which statement about outcomes is CORRECT?

They are deliverables provided to service consumers.

They allow service consumers to achieve a desired result.

They provide products to service providers based on outputs.

The co-create value for service providers by reducing costs and risks.

45. Why should incidents be prioritized?

To help automated matching of incidents to problems or known errors

To identify which support team the incident should be escalated to

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

To encourage a high level of collaboration within and between teams

46. Which describes outcomes?

Tangible or intangible deliverables

Results desired by a stakeholder

Configuration of an organization's resources

Functionality offered by a product or service

47. Workflows

1 and 2

2 and 3

3 and 4

1 and 4

48. What is the purpose of the ‘problem management’ practice?

To protect the information needed by the organization to conduct its business

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

49. What describes the steps needed to create and deliver a specific service to a consumer?

Service management

Practices

A value stream

Service level management

50. What is a configuration item?

Any financially valuable component that can contribute to delivery of an IT product or service

Any component that needs to be managed in order to deliver an IT service

Any change of state that has significance for the management of a service

A problem that has been analyzed but has not been resolved

Page 6 of 11

51. Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?

Service request management

Service configuration management

Deployment management

Change enablement

52. Which practice involves the management of vulnerabilities that were not identified before the service went live?

Service request management

Problem management

Change control

Service level management

53. Organizations should consider how the guiding principles interact with each other

1 and 2

2 and 3

3 and 4

1 and 4

54. Which is part of service provision?

The management of resources configured to deliver the service

The management of resources needed to consume the service

The grouping of one or more services based on one or more products

The joint activities performed to ensure continual value co-creation

55. Which Practice includes management of workarounds and known errors?

Monitoring and event management

Service configuration management

Problem management

Incident management

56. Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?

Service desk

Service request management

Service level management

Service configuration management

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

Identify all suppliers and partners involved in the service

Determine the cost of providing the service

Identify the outcomes that the service facilitates

Determine who the service consumer is in each situation

58. Which skill is required by the ‘service level management’ practice?

Supplier management

Technical expertise

Event monitoring

Problem management

59. Which is handled as a service request?

An investigation to identify the cause of an incident

A compliment about an IT support team

The failure of an IT service

An emergency change to implement a security patch

60. Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?

Progress iteratively with feedback

Think and work holistically

Keep it simple and practical

Focus on value

Page 7 of 11

61. Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?

Focus on value

Progress iteratively with feedback

Collaborate and promote visibility

Optimize and automate

62. Which is a recommendation for applying the guiding principle 'keep it simple and practical?

Communicate in a way the audience can hear

Sometimes nothing from the current state can be re used

If a practice is easier to follow it is more likely to be adopted

Fast does not mean incomplete

63. A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.

outputs

outcomes

costs

risks

64. What is the MAIN benefit of 'problem management'?

Restoring normal service as quickly as possible

Reducing the number and impact of incidents

Maximizing the number of successful changes

Managing workarounds and known errors

65. Which two practices use workarounds?

Change enablement and continual improvement

Change enablement and problem management

Problem management and incident management

Incident management and continual improvement

66. Which function is responsible for the management of a data centre?

Technical management

Service desk

Application management

Facilities management

67. Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?

Supplier management

Change enablement

Relationship management

Service desk

68. Which dimension of service management considers governance, management, and communication?

Organizations and people

Information and technology

Partners and suppliers

Value streams and processes

69. Which guiding principle considers the importance of customer loyalty?

Progress iteratively with feedback

Focus on value

Optimize and automate

Start where you are

70. Which is NOT a structure of service desk that is described in the ITIL service operation guidance?

Local

Centralized

Outsourced

Virtual

Page 8 of 11

71. Which practice identifies metrics that reflect a customer experience of a service?

Continual improvement

Service level management

Service desk

Problem management

72. Which is the purpose of the 'monitoring and event management' practice?

To ensure that accurate and reliable information about the configuration of services is available when and where it is needed

To systematically observe services and service components, and record and report selected changes of state

To protect the information needed by the organization to conduct its business

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

73. Which is a key activity carried out in the ‘did we get there?’ step of the ‘continual improvement’ model?

Define measurable targets

Perform baseline assessments

Execute improvement actions

Evaluate measurements and metrics

74. What can be used to help determine the impact level of a problem?

Definitive media library (DML)

Configuration management system (CMS)

Statement of requirements (SOR)

Standard operating procedures (SOP)

75. Which statement about outcomes is CORRECT?

Outcomes help service consumers achieve outputs

Outcomes are one or more services that fulfil the needs of a service consumer

Service providers help service consumers achieve outcomes

Helping service consumers achieve outcomes reduces service provider costs

76. Which gives a user access to a system?

Service requirement

Service agreement

Service consumption

Service provision

77. Which of the following is NOT recommended by the guiding principle 'start where you are?

Asking questions that appear to be stupid

Identifying what is available to be leveraged

Building something completely new

Collecting data directly from the source

78. What is a change schedule PRIMARILY used for?

To help plan, authorize and schedule emergency changes

To publish a list of service requests that users can select

To ensure that a single change authority reviews every change

To help plan changes, assist in communication and avoid conflicts

79. Which practice recommends using tools for collaboration and the automated matching of symptoms?

Problem management

Service level management

Incident management

Service request management

80. What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?

A standard change

An emergency change

An internal change

A normal change

Page 9 of 11

81. Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

Incident management

Continual improvement

Service request management

Problem management

82. Which statement about a service value stream is CORRECT?

it uses inputs and outputs prescribed by ITIL

It is a service value chain activity

It integrates practices for a specific scenario

It provides an operating model for service providers

83. Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?

Keep it simple and practical

Optimize and automate

Progress iteratively with feedback

Focus on value

84. Which practice makes new services available for use?

Change enablement

Release management

Deployment management

IT asset management

85. Which practice may involve the initiation of disaster recovery?

Incident management

Service request management

Service level management

IT asset management

86. Which includes governance, management practices, and continual improvement?

The service value system

The 'deliver and support' value chain activity

The 'focus on value' guiding principle

The 'value stream and processes' dimension

87. Which is a recommendation of the guiding principle 'think and work holistically'?

Conduct a review of existing service management practices and decide what to keep and what to discard

Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner

Review service management practices and remove any unnecessary complexity

Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

88. Which dimension includes a workflow management system?

Value streams and processes

Partners and suppliers

Information and technology

Organizations and people

89. Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

Information security management

Change enablement

Problem management

Service configuration management

90. Identify the missing word in the following sentence.

The purpose of the supplier management practice is to ensure that the organization’s suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.

costs

users

value

performances

Page 10 of 11

91. Which practice recommends that organizations develop competencies »n techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?

Incident management

Continual improvement

Service request management

Change enablement

92. How should the workflow for a new service request be designed?

Use a single workflow for all types of service request

Leverage existing workflows whenever possible

Use different workflows for each type of service request

Avoid workflows for simple service requests

93. What type of change is MOST likely to be managed by the 'service request management' practice?

An emergency change

A normal change

An application change

A standard change

94. Which is NOT a key focus of the 'information and technology' dimension?

Workflow management and inventory systems

Communication systems and knowledge bases

Roles and responsibilities

Security and compliance

95. Which joint activity performed by a service provider and service consumer ensures continual value co-creation?

Service offering

Service provision

Service relationship management

Service consumption

96. Identify the missing words in the following sentence.

The ‘incident management’ practice should maintain [?] for logging and managing incidents.

a dedicated team

a formal process

detailed procedures

a value chain activity

97. Which process is used to compare the value that new services offer with the value of the services they have

replaced?

Availability management

Capacity management

Service portfolio management

Service catalogue management

98. Which service request management decisions require that policies are established'?

Deciding how degradations of service are resolved

Deciding how to handle service requests where the steps are unknown

Deciding which service requests require approval

Deciding when workarounds should be used

99. Which dimension of service management considers how activities are coordinated?

Organizations and people

Information and technology

Partners and suppliers

Value streams and processes

100. Which activity is part of the 'continual improvement' practice?

Identifying the cause of incidents and recommending related improvements

Authorizing changes to implement improvements

Logging and managing incidents that result in improvement opportunities

Making business cases for improvement action

Page 11 of 11

101. Which guiding principle recommends assessing the current state and deciding what can be reused?

Focus on value

Start where you are

Collaborate and promote visibility

Progress iteratively with feedback

102. Which action is performed by a service provider?

Requesting required service actions

Authorizing budget for service consumption

Ensuring access to agreed resources

Receiving of the agreed goods

103. When should a full risk assessment and authorization be carried out for a standard change?

Each time the standard change is implemented

When the procedure for the standard change is created

At least once a year

When an emergency change is requested

104. Which is included in the purpose of the ‘deliver and support’ value chain activity?

Meeting stakeholder expectations for time to market

Understanding the organization’s service vision

Understanding stakeholder needs

Providing services to agreed specifications

105. Which statement about a ‘continual improvement register’ is CORRECT?

It should be managed at the senior level of the organization

It should be used to capture user demand

There should only be one for the whole organization

It should be re-prioritized as ideas are documented

106. What should a release policy include?

The process owner and process manager for each type of release

The roles and responsibilities for incident and problem resolution

The naming convention and expected frequency of each type of release

The naming convention for all configuration items (CI) recorded in the configuration management system (CMS)

107. What is the starting point for optimization?

Standardizing practices and services

Determining where the most positive impact would be

Securing stakeholder engagement

Understanding the vision and objectives of the organization

Try 2022 Free ITIL 4 Foundation ITILFND_V4 Dumps Questions

Try 2022 Free ITIL 4 Foundation ITILFND_V4 Dumps Questions

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