FREE ISO 20000 Certification ITIL Foundation 4 Questions and Answers

Question 1

What is the goal of the practice of'service level management'?

Accepted Answer

To set clear business-based targets for service levels

Answer

To ensure that the organizations suppliers and their performance are managed appropriately

Answer

To support the agreed quality of a service handling all agreed, user-initiated service requests

Answer

To establish and nurture the links between the organization and its stakeholders

Question 2

Which of the following is an example of a business-related measurement?

Accepted Answer

The number of passengers checked in

Answer

The average time to response to change requests

Answer

The average resolution time for incidents

Answer

The number of problems resolved

Question 3

What procedures are required to build and deliver a certain service to a consumer?

Accepted Answer

Service level management

Answer

A value stream

Answer

Practices

Answer

Service management

Question 4

Which statement about the automation of service requests is CORRECT?

Accepted Answer

Service requests and their fulfillment should be automated as much as possible

Answer

Service requests and their fulfillment should be carried out by service desk staff without automation

Answer

Service requests that cannot be automated should be handled as problems

Answer

Service requests that cannot be automated should be handled as incidents

Question 5

"Determine the missing word in the following statement.
A user is [?] that employs services."

Accepted Answer

a role

Answer

an organization

Answer

a supplier

Answer

a team

Question 6

Which of the following provides a user with system access?

Accepted Answer

Service provision

Answer

Service consumption

Answer

Service requirement

Answer

Service agreement

Question 7

What is the MAIN PURPOSE of a change schedule?

Accepted Answer

To help plan changes, assist in communication and avoid conflicts

Answer

To ensure that a single change authority reviews every change

Answer

To publish a list of service requests that users can select

Answer

To help plan, authorize and schedule emergency changes

Question 8

What is the method utilized to connect activities along the service value chain?

Accepted Answer

Opportunity, demand and value

Answer

Service desk

Answer

Inputs, outputs and triggers

Answer

Service level agreements

Question 9

Which of the following describes the utility of a service?

Accepted Answer

A service that supports the performance of the consumer

Answer

A service that increases constraints on the consumer

Answer

A service that is fit for use

Answer

A service that meets its service level targets

Question 10

Which two practices make use of workarounds?

Accepted Answer

Problem management and incident management

Answer

Incident management and continual improvement

Answer

Change enablement and continual improvement

Answer

Change enablement and problem management