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

Question 19

- (Exam Topic 1)
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

Correct Answer:C

Question 20

- (Exam Topic 3)
Which Guiding principle says that it is not usually necessary to build something new?

A. Focus on value

B. start where you are

C. Progress iteratively with feedback

D. Think and work holistically

Correct Answer:B

Question 21

- (Exam Topic 1)
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

A. Progress iteratively with feedback

B. Keep is simple and practical

C. Start where you are

D. Focus on value

Correct Answer:C

Question 22

- (Exam Topic 2)
Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?

A. Service level management

B. Service desk

C. Continual improvement

D. Change enablement

Correct Answer:A
The service level management practice defines, documents and manages the service levels of all the services and products. Service level management should provide the end to end visibility of all the organizational services. Service level management has to establish and provide the service views with service level target ensure meeting defined service levels by collecting, analyzing, storing and reporting all the defined target metrics of the services regularly (periodically) perform the service reviews and ensure the services meet the organization’s needs continuously identify, capture, review & report the issues related to services, its performance against the defined service targets.
Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-management-practices-processes

Question 23

- (Exam Topic 1)
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

Correct Answer:A

Question 24

- (Exam Topic 3)
Which step of the continual improvement model includes baseline assessments?

A. Did we get there?

B. Where are we now?

C. What is the vision?

D. Where do we want to be?

Correct Answer:D

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