ITIL V4 Foundation Certification – Part-3
Preparing for ITIL V4 certification , here are some sample ITIL V4 question & answers which will help you in your preparation. ITIL exam paper ,ITIL Dumps.
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Question #21
Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?
A. Service request management
B. Service level management
C. Incident management
D. Change enablement
Correct Answer: C
Question #22
What aspect of ‘service level management’ asks service consumers what their work involves and how technology helps them?
A. Customer engagement
B. Operational metrics
C. Business metrics
D. Customer feedback
3
Correct Answer: A
Question #23
What is the purpose of the ‘incident management’ practice?
A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
B. To capture demand for incident resolution and service requests
C. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
D. To support the agreed service quality by effective handling of all agreed user-initiated service requests
5
Correct Answer: A
Question #24
What is a change schedule PRIMARILY used for?
A. To help plan emergency changes
B. To help authorize standard changes
C. To help assign a change authority
D. To help manage normal changes
Correct Answer: D
Question #25
What is the PRIMARY use of a change schedule?
A. To support the ‘incident management’ practice and improvement planning
B. To manage emergency changes
C. To plan changes and help avoid conflicts
D. To manage standard changes
Correct Answer: C
Question #26
Which practice recommends using tools for collaboration and the automated matching of symptoms?
A. Problem management
B. Service level management
C. Incident management
D. Service request management
Correct Answer: C
Question #27
What must always be done before an activity is automated?
A. Check that the activity has already been optimized
B. Check that suitable new technology has been purchased
C. Ensure that DevOps has been successfully implemented
D. Ensure the solution removes the need for human intervention
Correct Answer: A
Question #28
Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?
A. Service desk
B. Monitoring and event management
C. Service level management
D. Continual improvement Most Voted
Correct Answer: D
Question #29
Which is a key requirement for a successful service level agreement (SLA)?
A. Using individual metrics that relate to the service catalogue
B. Using bundled metrics to relate performance to outcomes
C. Using single-system-based metrics that relate to outputs
D. Using an agreement between the service provider and service supplier
Correct Answer: B
Question #30
Which is included in the purpose of the ‘deliver and support’ value chain activity?
A. Meeting stakeholder expectations for time to market
B. Understanding the organization’s service vision
C. Understanding stakeholder needs
D. Providing services to agreed specifications Most Voted
Correct Answer: D
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