Online Access Free ITIL-4-Foundation Exam Questions

Which of the following statements about 'outcomes' is TRUE?

• A.An outcome depends on at least one output to deliver a result
• B.Outcomes provide assurance to stakeholders regarding the performance of a service
• C.The level of expenses regarding a technology for a service is defined by an outcome
• D.The delivery of products to a stakeholder is enabled by outcomes

In ITIL 4, what is the official purpose of the "improve" value chain activity?

• A.Ensure continual engagement and good relationships with all stakeholders
• B.Ensure services continually meet expectations for quality, costs, and time to market
• C.Ensure a shared understanding of the improvement direction for services across the organization
• D.Ensure the continual improvement of practices across all value chain activities

Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?

• A.Service level management
• B.Problem management
• C.Incident management
• D.Service request management

Which statement about the purpose or the Monitoring and event management practice is TRUE?

• A.Maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorized and managed within a schedule
• B.Systematically observe services and service components and record and report selected changes of state identified as events
• C.Support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
• D.Minimize the negative impact of incidents by restoring normal service operation as quickly as possible

Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?

• A.Problem analysis
• B.Problem identification
• C.Error control
• D.Problem control