ITIL 4 Practice Exam Questions - Free Practice Test

3/19/2020 ITIL 4 Practice Exam Questions | Free Practice Test
IT Service and Architecture
ITIL 4 Practice Exam Questions - Free Practice Test
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Simplilearn’s ITIL 4 practice exam is a great means to test your ITIL skills before appearing for
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certification exam. You can take the exam as many times as you want, which means if you don’t
do well in the first attempt, you can come back again to take the ITIL 4 mock test whenever you
want. Give this test a go today!
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1. What is the purpose of problem management?
Helps direct the incident to the correct support area
Reduces the likelihood and impact of incidents
Ensures services are restored as soon as possible
Determines how the service provider is perceived
Explanations:
The purpose of problem management is to reduce the likelihood and impact of incidents by identifying
actual and potential causes of incidents and managing workarounds and known errors.
2. What is the definition of utility?
A tangible or intangible deliverable that is produced by carrying out an activity
The assurance that a product or service will meet agreed requirements
A possible event that could cause harm or loss or make it more difficult to achieve objectives
The functionality offered by a product or service to meet a particular need
Explanations:
Utility determines whether a service or product is fit for use or not. It is the functionality offered by
service or product.
3. Which activity captures the demand for incident resolution and service requests?
Change control
Problem management
Service desk
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Service catalogue management
Explanations:
The purpose of the service desk practice is to capture the demand for incident resolution and service
requests.
4. Which value chain activity ensures the availability of service components?
Improve
Engage
Obtain/build
Deliver and support
Explanations:
The obtain/build activity ensures that the service components are available when and where they are
needed and meet agreed specifications.
5. Which of the following is an example of incident?
A user wants to reset the password of a server
A user has requested access to a shared repository
A backup server is being rebooted while services are running on the primary server
An application is not available during the business hours
Explanations:
Options a and b are examples of service request, while option c is a routine activity with no interruption
in service. Option d is an incident as an incident is an unplanned interruption to a service or reduction in
the quality of a service.
6. New or changed components are deployed to all targets at the same time. Which type of
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Phased deployment
Continuous delivery
Big bang deployment
Pull deployment
Explanations:
The statement New or changed components are deployed to all targets at the same time" corresponds
to big bang deployment apporach."
7. What is an event?
The addition, modification, or removal of anything that could have a direct or indirect effect on
services
Any change of state that has significance for the management of a service or other configuration
item
Cause of one or more incidents
An unplanned interruption to a service or reduction in the quality of a service
Explanations:
An event is defined as any change of state that has significance for the management of a service or
other configuration item (CI).
8. Which of the following is a standard change?
Resolving an incident or implementing a security patch
Moving a desktop for a single user
Increasing the memory of a server to avoid an incident
Uninstalling a new patch that has caused a high-priority incident
Explanations:
OK
Standard changes are low risk and low cost and also occur frequently. Option B is thus a standard
Standard changes are low risk and low cost and also occur frequently. Option B is thus a standard
change.
9. Which two needs should change control balance?
1 and 2
2 and 3
3 and 4
1 and 4
Explanations:
Change control must balance the need to make beneficial changes that will deliver additional value with
the need to protect customers and users from the adverse effect of changes.
10. What are the types of asset management?
IT asset management and software asset management
IT asset management and technical management
Operational management and IT asset management
Operational and technical management
Explanations:
The two types of asset management are IT asset management (ITAM) and software asset management
(SAM).
11. Which of the following are problem control activities? 1. Performing trend analysis of
incident records 2. Preassessing the status of known errors that have not been resolved 3.
Prioritizing problems for analysis based on the risk 4. Finding and documenting a
workaround for future incidents when a problem cannot be resolved quickly
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1 and 2 out more
1 and 3
2 and 3
3 and 4
Explanations:
Problem control activities include problem analysis and documenting workarounds and known errors.
12. What is the best way to track and manage improvements?
Use a structured document called a continual improvement register
Appoint a leader for managing the improvements
Ask everyone to track and manage improvements initiated by them
Don't track and manage improvements
Explanations:
To track and manage improvement ideas from identification to final action, organizations use a
database or structured document called a continual improvement register (CIR).
13. Which ITIL concept describes governance?
The seven guiding principles
The four dimensions of service management
The service value chain
The service value system
Explanations:
The ITIL Service Value System (SVS) describes how all the components and activities of the
organization work together as a system to enable value creation. It includes governance, ITIL guiding
principles, service value chain, practice, and continual improvement.
OK
14. Which practice ensures that stakeholders' needs are understood and product and
services are prioritized appropriately?
Continual improvement
Relationship management
Change control
Service desk
Explanations:
The purpose of the relationship management practice is to establish and nurture the links between the
organization and its stakeholders at strategic and tactical levels. This practice ensures that
stakeholders needs and drivers are understood and products and services are prioritized appropriately.
15. Which of the following is NOT a key skillset required for service desk agents?
Effective communication
Empathy
Customer service skills
Technical skills
Explanations:
While empathy, excellent customer service, and effecitve communication are some of the key skills of
service desk, it may not be highly technical.
16. Which of the following can be used to access service desks?
Phone calls
Email
Text and social media messaging

OK
All of the above
Explanations:
Service desks provide a variety of channels for access, which include phone calls, service portals and
mobile applications, walk-in service desks, chat, and emails.
17. Which of the following is an example of workaround?
Server memory is increased when the server is unresponsive
A defective network switch is replaced with a new one
A server is restarted to resolve an incident
An email server is restored after an incident is reported
Explanations:
Workaround is a temporary solution applied to an incident. Options one, two, and four are the permanent
solutions, while option three is a temporary one.
18. What is the purpose of service level management?
To ensure that all current and planned IT services are delivered to agreed achievable targets.
To obtain/build activity that ensures the service components are available when and where they are
needed and meet agreed specifications.
To establish and nurture the links between the organization and its stakeholders at strategic and
tactical levels.
To track and manage improvement ideas from identification to final action, organizations use a
database or structured document called a continual improvement register (CIR).
Explanations:
The purpose of the SLM process is to ensure that all current and planned IT services are delivered to
agreed achievable targets. This is accomplished through a constant cycle of negotiating, agreeing,
monitoring, reporting on and reviewing IT service targets and achievements, and through the instigation
of actions to correct or improve the level of service delivered.
OK
19. Which of the following is NOT an activity of supplier management?

g y pp g
Contract negotiation and agreement.
To deliver and manage IT services at agreed levels to business users.
Service operation.
To ensure service levels are met and breaches of agreements are avoided.
Explanations:
SLM is a vital process for every IT service provider organization in that it is responsible for agreeing and
documenting service level targets and responsibilities within SLAs and service level requirements
(SLRs) for every service and related activity within IT.
20. Arrange the following steps of software lifecycle in correct order.1. Retire2. Test3.
Operate4. Deploy5. Ideation6. Develop7. Design
Retire, Test, Operate, Deploy, Ideation, Develop, Design
Ideation, Design, Develop, Deploy, Test, Operate, Retire
Ideation, Test, Develop, Deploy, Design, Operate, Retire
None of the above
Explanations:
Software lifecycle has following steps- Ideation, Design, Develop, Deploy, Test, Operate, Retire
21. What is a workaround?
A tangible or intangible deliverable that is produced by carrying out an activity.
Temporary solutions aimed at reducing or eliminating the impact of Known Errors (and thus
Problems) for which a full resolution is not yet available.
A possible event that could cause harm or loss or make it more difficult to achieve objectives
Problem
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Explanations:
22. Which practice identifies metrics that reflect a customer experience of a service?
Continual improvement.
Service desk
Service level management
Problem management
Explanations:
Service level management identifies metrics and measures that are a truthful reflection of the
customer's actual experience and level of satisfaction with the whole service, and "Engagement is
needed to understand and confirm the actual ongoing needs and requirements of customers, not simply
what is interpreted by the service provider or has been agreed several years before.
23. How does categorization of incidents assist the incident management practice?
It helps direct the incident to the correct support area.
It determines the priority assigned to the incident.
It ensures that incidents are resolved in timescales agreed with the customer.
It determines how the service provider is perceived.
Explanations:
More complex incidents will usually be escalated to a support team for resolution. Typically, the routing
is based on the incident category, which should help to identify the correct team.
24. Which is a potential benefit of using an IT service management tool to support the
'incident management' practice?
OK
It may ensure that the cause of incidents is identified within agreed times.
It may provide automated matching of incidents to problems or known errors.
It may ensure that supplier contracts are aligned with the needs of the service provider.
It may provide automated resolution and closure of complex incidents.
Explanations:
Modern IT service management tools can provide automated matching of incidents to other incidents,
problems or known errors.
25. Which practice provides a single point of contact for users?
Incident management.
Change control.
Service desk.
Service request management.
Explanations:
The purpose of the service desk practice is to capture demand for incident resolution and service
requests. It should also be the entry point and single point of contact for the service provider with all of
its users
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FAQs
What is the ITIL 4 practice test?
The ITIL 4 foundation free practice test is a mock up of the ITIL 4 Foundation certification exam organized
by AXELOS. The test comprises of 25 multiple choice questions that you can expect to face in the actual
certification exam. The test aims to validate your understanding of the ITIL framework and its key
concepts.
Who can take up this ITIL 4 mock exam?
What will I learn from the ITIL 4 foundation exam dumps?
What are the requirements to take up this ITIL 4 exam prep practice test?
Will the Practice Tests be updated frequently?
Will the ITIL 4 foundation practice exam help in clearing the actual certification exam?
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Recommended Resources
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3/19/2020 ITIL 4 Practice Exam Questions | Free Practice Test

IT Service and Architecture

ITIL 4 Practice Exam Questions - Free Practice Test

5366 Tests taken

Improve Your Skills with this Course

Exclusive 10% OFF

Questions Correct Answers % Correct Answers

1. What is the purpose of problem management?

Helps direct the incident to the correct support area

Reduces the likelihood and impact of incidents

Ensures services are restored as soon as possible

Determines how the service provider is perceived

2. What is the deﬁnition of utility?

A tangible or intangible deliverable that is produced by carrying out an activity

The assurance that a product or service will meet agreed requirements

The functionality offered by a product or service to meet a particular need

4. Which value chain activity ensures the availability of service components?

Deliver and support

5. Which of the following is an example of incident?

A user wants to reset the password of a server

A user has requested access to a shared repository

An application is not available during the business hours

Big bang deployment

Cause of one or more incidents

An unplanned interruption to a service or reduction in the quality of a service

8. Which of the following is a standard change?

Resolving an incident or implementing a security patch

Moving a desktop for a single user

Increasing the memory of a server to avoid an incident

Uninstalling a new patch that has caused a high-priority incident

9. Which two needs should change control balance?

10. What are the types of asset management?

IT asset management and software asset management

IT asset management and technical management

Operational management and IT asset management

Operational and technical management

12. What is the best way to track and manage improvements?

Use a structured document called a continual improvement register

Appoint a leader for managing the improvements

Ask everyone to track and manage improvements initiated by them

Don't track and manage improvements

13. Which ITIL concept describes governance?

The seven guiding principles

The four dimensions of service management

The service value chain

The service value system

Customer service skills

16. Which of the following can be used to access service desks?

Text and social media messaging

17. Which of the following is an example of workaround?

Server memory is increased when the server is unresponsive

A defective network switch is replaced with a new one

A server is restarted to resolve an incident

An email server is restored after an incident is reported

18. What is the purpose of service level management?

19. Which of the following is NOT an activity of supplier management?

Contract negotiation and agreement.

To deliver and manage IT services at agreed levels to business users.

Retire, Test, Operate, Deploy, Ideation, Develop, Design

Ideation, Design, Develop, Deploy, Test, Operate, Retire

Ideation, Test, Develop, Deploy, Design, Operate, Retire

None of the above

21. What is a workaround?