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Latest ITIL-4-Foundation Exam Questions


Question # 1



What is an output?

A.

A possible event that could cause harm or loss

B.

Something created by carrying out an activity

C.

A result for a stakeholder

D.

A change of state that has significance for the management of a configuration item




B.   

Something created by carrying out an activity






Question # 2



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

A.

Release management

B.

Service desk

C.

Problem management

D.

Supplier management




B.   

Service desk






Question # 3



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

A.

Ensuring that service components are available when needed

B.

Providing transparency and good stakeholder relationships

C.

Supporting services according to specifications

D.

Continually meeting stakeholder expectations for costs




D.   

Continually meeting stakeholder expectations for costs






Question # 4



Which of the following can be used to access service desks?

A.

Phone calls

B.

All of the above

C.

Text and social media messaging

D.

Email




B.   

All of the above






Question # 5



Which statement about service desks is CORRECT?

A.

The service desk should work in close collaboration with support and development teams

B.

The service desk should rely on self-service portals instead of escalation to support teams

C.

The service desk should remain isolated from technical support teams

D.

The service desk should escalate all technical issues to support and development teams




A.   

The service desk should work in close collaboration with support and development teams






Question # 6



Which value chain activity ensures the availability of service components?

A.

Improve

B.

Deliver and support

C.

Engage

D.

Obtain/build




D.   

Obtain/build






Question # 7



Which is a key consideration for the guiding principle 'keep it simple and practical'?

A.

Try to create a solution for every exception

B.

Start with a complex solution, then simplify

C.

Understand how each element contributes to value creation

D.

Ignore the conflicting objectives of different stakeholders




C.   

Understand how each element contributes to value creation






Question # 8



Which statement about the steps to fulfill a service request is CORRECT? 

A.

They should be complex and detailed

B.

They should be well-known and proven

C.

They should include incident handling

D.

They should be brief and simple




B.   

They should be well-known and proven






Question # 9



Which describes a standard change?

A.

A high-risk change that needs very thorough assessment

B.

A change that is typically implemented as a service request

C.

A change that must be implemented as soon as possible

D.

A change that needs to be scheduled, assessed and authorized following a defined process




B.   

A change that is typically implemented as a service request






Question # 10



What is defined as a cause, or potential cause, of one or more incidents?


A.

Change

B.

Event

C.

Known error

D.

Problem




D.   

Problem





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Exam Code: ITIL-4-Foundation
Exam Name: ITIL 4 Foundation Exam

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