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

- (Exam Topic 3)
Which is provided by the ‘engage’ value chain activity?

A. Ensuring that stakeholder expectations for quality are met

B. Ensuring that stakeholder needs are understood by the organization

C. Ensuring that service components are available when needed

D. Ensuring that services are operated to meet agreed specifications

Correct Answer:B

- (Exam Topic 3)
What is a configuration item?

A. Any financially valuable component that can contribute to delivery of an IT product or service

B. Any component that needs to be managed in order to deliver an IT service

C. Any change of state that has significance for the management of a service

D. A problem that has been analyzed but has not been resolved

Correct Answer:B
Reference: https://www.bmc.com/blogs/itil-key-terms/

- (Exam Topic 1)
Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.

A. closed

B. logged

C. analysed

D. escalated

Correct Answer:C

- (Exam Topic 1)
Which practice identifies metrics that reflect a customer experience of a service?

A. Continual improvement

B. Service level management

C. Service desk

D. Problem management

Correct Answer:B

- (Exam Topic 1)
What is defined as a cause, or potential cause, of one or more incidents?

A. Change

B. Event

C. Known error

D. Problem

Correct Answer:D

- (Exam Topic 3)
Which describe a 'change authority'?

A. a model used to determine who will assess a change

B. A person who approves a change

C. A tool used to help plan changes

D. A way to manage the people aspects of change

Correct Answer:C

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