Question 1

Which is the BEST type of resource for investigating complex incidents?

Options :

A : Self-help systems

B : Knowledgeable support staff

C : Detailed work instructions

D : Disaster recovery plans

Answer: B

Question 2

What should all 'continual improvement' decisions be based on?

Options :

A : Accurate and carefully analysed data

B : Details of how services are measured

C : A recent maturity assessment

D : An up-to-date balanced scorecard

Answer: A

Question 3

What is defined as the practice of aligning an organization's practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services?

Options :

A : Service level management

B : Service request management

C : Continual improvement

D : Capacity and performance management

Answer: C

Question 4

What is an example of an action a service request management employee would undertake as part of the 'design and transition' activity?

Options :

A : Ensuring users continue to be productive when they need assistance from the service provider

B : Collecting user-specific requirements, setting expectations, and providing status updates

C : Acquiring pre-approved service components to help fulfill service requests

D : Initiating standard changes to fulfill service requests

Answer: D

Question 5

Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?

Options :

A : Focus on value

B : Progress iteratively with feedback

C : Collaborate and promote visibility

D : Optimize and automate

Answer: B

Free ITIL-4-Foundation Mock Exam – Practice Online Confidently

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