31/3/2021 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 the
ITIL 4 certi cation exam. The ITIL 4 foundation practice exam is free for all and contains questions
that are in line with the ones that you can expect to come across in the nal certi cation exam. You
can take the exam as many times as you want, which means if you don’t do well in the rst 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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Explanations

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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

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 de nition 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 di cult 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 t 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
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Problem management

Service desk

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 speci cations.

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
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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
deployment approach does this statement represent?"

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, modi cation, or removal of anything that could have a direct or indirect effect on services

Any change of state that has signi cance for the management of a service or other con guration 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 de ned as any change of state that has signi cance for the management of a service or other
con guration item (CI).

8. Which of the following is a standard change?

Resolving an incident or implementing a security patch

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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:

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 bene cial 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)
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(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

1 and 2

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 identi cation to nal action, organizations use a database or
structured document called a continual improvement register (CIR).

13. Which ITIL concept describes governance?

The seven guiding principles

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g gp p

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.

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

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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

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?

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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 speci cations.

To establish and nurture the links between the organization and its stakeholders at strategic and
tactical levels.

To track and manage improvement ideas from identi cation to nal 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.

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.

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

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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 di cult to achieve objectives

Problem control activities that includes problem analysis and documenting workarounds and known
errors.

Explanations:

22. Which practice identi es metrics that re ect a customer experience of a service?

Continual improvement.

Service desk

Service level management

Problem management

Explanations:

Service level management identi es metrics and measures that are a truthful re ection of the customer's
actual experience and level of satisfaction with the whole service, and "Engagement is needed to
understand and con rm the actual ongoing needs and requirements of customers, not simply what is
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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 bene t of using an IT service management tool to support the
'incident management' practice?

It may ensure that the cause of incidents is identi ed 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.

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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 certi cation exam organized by

AXELOS. The test comprises of 25 multiple choice questions that you can expect to face in the actual
certi cation 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?

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Recommended Resources

Free eBook: Pocket Guide To The ITIL 2011 Foundation Certi cation

The Upcoming ITIL 4 Overhaul: What You Need to Know!

Free eBook: Complete guide to the ITIL® Certi cation

How ITIL Combines With the Four Pillars of Digital Transformation

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