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Exam ITIL 4 Foundation
File Name ITIL 4 Foundation.selftesttraining.ITILFND_V4.2020-03-16.1e.72q.vcex
Size 31 Kb
Posted March 16, 2020
Downloads 139

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Demo Questions

Question 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

Question 2
Which practice has a purpose that includes ensuring that risks have been properly assessed?

  • A: Service configuration management
  • B: Problem management
  • C: Service level management
  • D: Change control

Question 3
When should a full risk assessment and authorization be carried out for a standard change?

  • A: Each time the standard change is implemented
  • B: When the procedure for the standard change is created
  • C: At least once a year
  • D: When an emergency change is requested

Question 4
Which practice coordinates the classification, ownership and communication of service requests and incidents?

  • A: Supplier management
  • B: Service desk
  • C: Problem management
  • D: Relationship management

Question 5
Which is part of service provision?

  • A: The management of resources configured to deliver the service
  • B: The management of resources needed to consume the service
  • C: The grouping of one or more services based on one or more products
  • D: The joint activities performed to ensure continual value co-creation

Question 6
Which statement about a ‘continual improvement register’ is CORRECT?

  • A: It should be managed at the senior level of the organization
  • B: It should be used to capture user demand
  • C: There should only be one for the whole organization
  • D: It should be re-prioritized as ideas are documented

Question 7
What are ’engage’, ‘plan’ and ‘improve’ examples of?

  • A: Service value chain activities
  • B: Service level management
  • C: Service value chain inputs
  • D: Change control

Question 8
Which statement about outcomes is CORRECT?

  • A: An outcome can be enabled by more than one output
  • B: Outcomes are how the service performs
  • C: An output can be enabled by one or more outcomes
  • D: An outcome is a tangible or intangible activity

Question 9
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

Question 10
Which practice updates information relating to symptoms and business impact?

  • A: Service level management
  • B: Change control
  • C: Service request management
  • D: Incident management



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