Question 1

What are the ITIL guiding principles used for?

Options :

A : To help an organization make good decisions

B : To direct and control an organization

C : To identify activities that an organization must perform in order to deliver a valuable service

D : To ensure that an organization-s performance continually meets stakeholders' expectations

Answer: A

Question 2

Which is an external input to the service value chain?

Options :

A : The 'improve' value chain activity

B : An overall plan

C : Customer requirements

D : Feedback loops

Answer: C

Question 3

Which of the four dimensions’ focuses on roles responsibilities and systems of authority?

Options :

A : Organizations and people

B : Information and technology

C : Partners and suppliers

D : Value streams and processes

Answer: A

Question 4

Which two practices interact the MOST with the service desk practice?

Options :

A : Incident management and service request management

B : Service request management and deployment management

C : Deployment management and change enablement

D : Change enablement and incident management

Answer: A

Question 5

What is defined as "any component that needs to be managed in order to deliver an IT service"?

Options :

A : An event

B : An IT asset

C : A configuration item

D : A change

Answer: C

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