ITIL-4-Foundation ITIL Exam Questions and Free Practice Test

Question 55

- (Exam Topic 3)
Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?

A. Service request management

B. Service configuration management

C. Deployment management

D. Change enablement

Correct Answer:A

Question 56

- (Exam Topic 2)
Which describes the utility of a service?

A. A service that is fit for use

B. A service that meets its service level targets

C. A service that increases constraints on the consumer

D. A service that supports the performance of the consumer

Correct Answer:D

Question 57

- (Exam Topic 3)
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 management

Correct Answer:C
The purpose of incident management is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible. Incident management can have an enormous impact on customer and user satisfaction, and the perception of those stakeholders of the service provider.
https://www.bmc.com/blogs/itil-incident-management/

Question 58

- (Exam Topic 2)
Which is the CORRECT of the ‘R’ role in a RACI matrix?

A. This role ensures that activities are executed correctly

B. This role has ownership of the end result

C. This role is involved in providing knowledge and input

D. This role ensures the flow of information to stakeholders

Correct Answer:B

Question 59

- (Exam Topic 1)
Which is a service request?

A. Requesting a workaround for an issue

B. Requesting information about how to create a document

C. Requesting an enhancement to an application

D. Requesting investigation of a degraded service

Correct Answer:B

Question 60

- (Exam Topic 3)
Which is a purpose of the ‘relationship management’ practice?

A. To systematically observe services and service components

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

C. To be the entry point and single point of contact for the service provider with all of its users

D. To identify, analyze, monitor, and continually improve links with stakeholders

Correct Answer:D
Reference:
https://wiki.process-symphony.com.au/framework/lifecycle/process/relationship-management-itil-4/

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