ITILFND_V4 ITIL 4 exam dumps sample

Exam A
QUESTION 1
Which ITIL guiding principle recommends using existing services, processes and tools when improving
services?
A. Progress iteratively with feedback
B. Keep is simple and practical
C. Start where you are
D. Focus on value
Correct Answer: C
Section: (none)
Explanation
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QUESTION 2
Which practice has a purpose that includes ensuring that risks have been properly assessed?
A. Service configuration management
B. Problem management
C. Service level management
D. Change control
Correct Answer: D
Section: (none)
Explanation
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QUESTION 3
When should a full risk assessment and authorization be carried out for a standard change?
A. Each time the standard change is implemented
B. When the procedure for the standard change is created
C. At least once a year
D. When an emergency change is requested
Correct Answer: B
Section: (none)
Explanation
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QUESTION 4
Which statement about emergency changes is CORRECT?
A. The testing of emergency can be eliminated in order to implement the change quickly
B. The assessment and authorization of emergency changes is expedited to ensure they can be implemented
quickly
C. Emergency changes should be authorized and implemented as service requests
D. Emergency changes must be fully documented before authorization and implementation
Correct Answer: B
Section: (none)
Explanation
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QUESTION 5
Which practice coordinates the classification, ownership and communication of service requests and
incidents?
A. Supplier management
B. Service desk
C. Problem management
D. Relationship management
Correct Answer: B
Section: (none)
Explanation
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QUESTION 6
What is warranty?
A. Assurance that a product or service will meet agreed requirements
B. The amount of money spent on a specific activity or resource
C. The functionality offered by a product or service to meet a particular need
D. The perceived benefits, usefulness and importance of something
Correct Answer: A
Section: (none)
Explanation
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QUESTION 7
Which is part of service provision?
A. The management of resources configured to deliver the service
B. The management of resources needed to consume the service
C. The grouping of one or more services based on one or more products
D. The joint activities performed to ensure continual value co-creation
Correct Answer: A
Section: (none)
Explanation
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QUESTION 8

Which statement about a ‘continual improvement register’ is CORRECT?
A. It should be managed at the senior level of the organization
B. It should be used to capture user demand
C. There should only be one for the whole organization
D. It should be re-prioritized as ideas are documented
Correct Answer: D
Section: (none)
Explanation
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QUESTION 9
What are ’engage’, ‘plan’ and ‘improve’ examples of?
A. Service value chain activities
B. Service level management
C. Service value chain inputs
D. Change control
Correct Answer: A
Section: (none)
Explanation

QUESTION 10
Which statement about outcomes is CORRECT?
A. An outcome can be enabled by more than one output
B. Outcomes are how the service performs
C. An output can be enabled by one or more outcomes
D. An outcome is a tangible or intangible activity
Correct Answer: A
Section: (none)
Explanation
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QUESTION 11
Which statement about service desks is CORRECT?
A. The service desk should work in close collaboration with support and development teams
B. The service desk should rely on self-service portals instead of escalation to support teams
C. The service desk should remain isolated from technical support teams
D. The service desk should escalate all technical issues to support and development teams
Correct Answer: A
Section: (none)
Explanation

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QUESTION 12
Which practice updates information relating to symptoms and business impact?
A. Service level management
B. Change control
C. Service request management
D. Incident management
Correct Answer: D
Section: (none)
Explanation
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QUESTION 13
Which is included in the purpose of the ‘design and transition’ value chain activity?
A. Ensuring that service components are available when needed
B. Providing transparency and good stakeholder relationships
C. Supporting services according to specifications
D. Continually meeting stakeholder expectations for costs
Correct Answer: D
Section: (none)
Explanation
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QUESTION 14
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service
requests?
A. Change control
B. IT asset management
C. Service desk
D. Service request management
Correct Answer: D
Section: (none)
Explanation
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QUESTION 15
Which is NOT a component of the service value system?
A. The guiding principles
B. Governance
C. Practices
D. The four dimensions of service management
Correct Answer: D
Section: (none)
Explanation
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QUESTION 16
Which statement about the steps to fulfill a service request is CORRECT?
A. They should be complex and detailed
B. They should be well-known and proven
C. They should include incident handling
D. They should be brief and simple
Correct Answer: B
Section: (none)
Explanation
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QUESTION 17
What is defined as a cause, or potential cause, of one or more incidents?
A. Change
B. Event
C. Known error
D. Problem
Correct Answer: D
Section: (none)
Explanation
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QUESTION 18
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
A. Start where you are
B. Collaborate and promote visibility
C. Keep it simple and practical
D. Optimize and automate
Correct Answer: C
Section: (none)
Explanation
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QUESTION 19
When should the effectiveness of a problem workaround be assessed?
A. Whenever the workaround is used
B. Whenever the problem is resolved
C. Whenever the workaround becomes a known error
D. Whenever the problem is prioritized
Correct Answer: A
Section: (none)
Explanation
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QUESTION 20
Identify the missing word in the following sentence.
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect
effect on [?].
A. assets
B. values
C. elements
D. services
Correct Answer: D
Section: (none)
Explanation
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QUESTION 21
Which dimension considers how knowledge assets should be protected?
A. Organizations and people
B. Partners and suppliers
C. Information and technology
D. Value streams and processes
Correct Answer: C
Section: (none)
Explanation
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QUESTION 22
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without
the customer having to manage specific costs and risks?
A. Service management
B. Continual improvement
C. A service
D. An IT asset
Correct Answer: C
Section: (none)
Explanation
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QUESTION 23
Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].
A. Immediate escalation
B. Specialist teams
C. A separate process
D. Third party support
Correct Answer: C
Section: (none)
Explanation
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QUESTION 24
What are the ITIL guiding principles used for?
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
Correct Answer: A
Section: (none)
Explanation
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QUESTION 25
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
A. Each iteration should be designed before starting the initiative and implemented without feedback
B. Feedback should only be taken into account when one iteration fails to meet its objective
C. Feedback should be reduced for large improvements as it is unlikely that circumstances will change
D. Each iteration should be continually re-evaluated based on feedback
Correct Answer: D
Section: (none)
Explanation
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QUESTION 26
What is the purpose of the ‘deployment management’ practice?
A. To ensure services achieve agreed and expected performance
B. To make new or changed services available for use
C. To move new or changed components to live environments
D. To set clear business-based targets for service performance
Correct Answer: C
Section: (none)
Explanation
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QUESTION 27
Which is a service request?
A. Requesting a workaround for an issue
B. Requesting information about how to create a document
C. Requesting an enhancement to an application
D. Requesting investigation of a degraded service
Correct Answer: B
Section: (none)
Explanation
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QUESTION 28
Identify the missing word in the following sentence.
The purpose of the supplier management practice is to ensure that the organization’s suppliers and their [?] are
managed appropriately to support the seamless provision of quality products and services.
A. costs
B. users
C. value
D. performances
Correct Answer: D
Section: (none)
Explanation
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QUESTION 29
What is a recommendation of the ‘focus on value’ guiding principle?
A. Make ‘focus on value’ a responsibility of the management
B. Focus on the value of new and significant projects first
C. Focus on value for the service provider first
D. Focus on value at every step of the improvement

Correct Answer: D
Section: (none)
Explanation
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QUESTION 30
Which guiding principle recommends standardizing and streamlining manual tasks?
A. Optimize and automate
B. Collaborate and promote visibility
C. Focus on value
D. Think and work holistically
Correct Answer: A
Section: (none)
Explanation
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QUESTION 31
Which describes a set of defined steps for implementing improvements?
A. The ‘improve’ value chain activity
B. The ‘continual improvement register’
C. The ‘continual improvement model’
D. The ‘engage’ value chain activity
Correct Answer: C
Section: (none)
Explanation
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QUESTION 32
Which is a key requirement for a successful service level agreement?
A. It should be written in legal language
B. It should be simply written and easy to understand
C. It should be based on the service provider’s view of the service
D. It should relate to simple operational metrics
Correct Answer: B
Section: (none)
Explanation
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QUESTION 33
When planning ‘continual improvement’, which approach for assessing the current state of a service is
CORRECT?

A. An organization should always use a single technique to ensure metrics are consistent
B. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
C. An organization should always develop competencies in methodologies and techniques that will meet their
needs
D. An organization should always use an approach that combines Lean, Agile and DevOps methodologies
Correct Answer: C
Section: (none)
Explanation
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QUESTION 34
How does a service consumer contribute to the reduction of disk?
A. By paying for the service
B. By managing server hardware
C. By communicating constraints
D. By managing staff availability
Correct Answer: C
Section: (none)
Explanation
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QUESTION 35
What helps diagnose and resolve a simple incident?
A. Rapid escalation
B. Formation of a temporary team
C. The use of scripts
D. Problem prioritization
Correct Answer: C
Section: (none)
Explanation
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QUESTION 36
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
A. Change control
B. Continual improvement
C. Problem management
D. Service desk
Correct Answer: C
Section: (none)
Explanation

Explanation/Reference:

QUESTION 37
Which service level metrics are BEST for measuring user experience?
A. Single system-based metrics
B. Metrics for the percentage of uptime of a service
C. Operational metrics
D. Metrics linked to defined outcomes
Correct Answer: D
Section: (none)
Explanation
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:
QUESTION 38
What are the MOST important skills required by service desk staff?
A. Incident analysis skills
B. Technical skills
C. Problem resolution skills
D. Supplier management skills
Correct Answer: A
Section: (none)
Explanation
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QUESTION 39
Which two statements about an organization’s culture are CORRECT?
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
Correct Answer: D
Section: (none)
Explanation
Explanation/Reference:

QUESTION 40
When should a change request be submitted to resolve a problem?

A. As soon as a solution for the problem has been identified
B. As soon as a workaround for the problem has been identified
C. As soon as the analysis of the frequency and impact of incidents justifies the change
D. As soon as the analysis of cost, risks and benefits justifies the change
Correct Answer: D
Section: (none)
Explanation
Explanation/Reference:

QUESTION 41
Which guiding principle helps to ensure that better information is available for decision making?
A. Keep it simple and practical
B. Think and work holistically
C. Optimize and automate
D. Collaborate and promote visibility
Correct Answer: D
Section: (none)
Explanation
Explanation/Reference:

QUESTION 42
Which practice has a purpose that includes observing a service to report selected changes of state identified
as events?
A. Information security management
B. Monitoring and event management
C. Incident management
D. Change control
Correct Answer: B
Section: (none)
Explanation
Explanation/Reference:

QUESTION 43
Which describes a standard change?
A. A change that needs to be scheduled, assessed and authorized following a defined process
B. A change that is typically implemented as a service request
C. A high-risk change that needs very thorough assessment
D. A change that must be implemented as soon as possible
Correct Answer: B
Section: (none)
Explanation

Explanation/Reference:

QUESTION 44
How does information about problems and known errors contribute to 'incident management'?
A. It enables quick and efficient diagnosis of incidents
B. It removes the need for regular customer updates
C. It removes the need for collaboration during incident resolution
D. It enables the reassessment of known errors
Correct Answer: A
Section: (none)
Explanation
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QUESTION 45
Which practice owns and manages issues, queries and requests from users?
A. Incident management
B. Service desk
C. Change control
D. Problem management
Correct Answer: B
Section: (none)
Explanation
Explanation/Reference:

QUESTION 46
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
A. An IT asset
B. A customer
C. A configuration item (CI)
D. A user
Correct Answer: B
Section: (none)
Explanation
Explanation/Reference:

QUESTION 47
Which stakeholders co-create value in a service relationship?
A. Investor and supplier
B. Consumer and provider
C. Provider and supplier
96CE4376707A97CE80D4B1916F054522
D. Investor and consumer
Correct Answer: B
Section: (none)
Explanation
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QUESTION 48
Which describes normal changes?
A. Changes that are low-risk and pre-authorized
B. Changes that need to be scheduled and assessed following a process
C. Changes that are typically initiated as service requests
D. Changes that must be implemented as soon as possible
Correct Answer: B
Section: (none)
Explanation
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QUESTION 49
What is the expected outcome from using a service value chain?
A. Service value streams
B. Customer engagement
C. Value realization
D. The application of practices
Correct Answer: C
Section: (none)
Explanation
Explanation/Reference:

QUESTION 50
Which statement about outcomes is CORRECT?
A. Outcomes are one or more services that fulfill the needs of a service consumer
B. Service providers help service consumers achieve outcomes
C. Outcomes help service consumers achieve outputs
D. Helping service consumers achieve outcomes reduces service provider costs
Correct Answer: B
Section: (none)
Explanation
Explanation/Reference:

QUESTION 51
Which skill is an essential part of the 'service level management' practice?
96CE4376707A97CE80D4B1916F054522
A. Technical knowledge
B. Listening
C. Diagnosis
D. Problem analysis
Correct Answer: B
Section: (none)
Explanation
Explanation/Reference:

QUESTION 52
What are the three phases of 'problem management'?
A. Problem logging, problem classification, problem resolution
B. Incident management, problem management, change enablement
C. Problem identification, problem control, error control
D. Problem analysis, error identification, incident resolution
Correct Answer: C
Section: (none)
Explanation
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QUESTION 53
Which is a purpose of the 'engage' value chain activity?
A. Meeting expectations for quality, costs and time-to-market
B. Providing transparency and good relationships
C. Ensuring the continual improvement of services
D. Ensuring that the organization's vision is understood
Correct Answer: B
Section: (none)
Explanation
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QUESTION 54
Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable
information about the configuration of services, and the [?] that support them, is available when and where it is
needed.
A. suppliers
B. CIs
C. customers
D. assets

Correct Answer: B
Section: (none)
Explanation
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QUESTION 55
What is described by the service value system?
A. How all the components and activities of the organization work together as a system to enable value
creation
B. Services based on one or more products, designed to address needs of a target consumer group
C. Joint activities performed by a service provider and a service consumer to ensure continual value cocreation
D. How to apply the systems approach of the guiding principle think and work holistically
Correct Answer: A
Section: (none)
Explanation
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QUESTION 56
Which practice requires that staff demonstrate excellent customer service skills, such as empathy and
emotional intelligence?
A. Problem management
B. Supplier management
C. Release management
D. Service desk
Correct Answer: D
Section: (none)
Explanation
Explanation/Reference:

QUESTION 57
What is defined as any component that needs to be managed in order to deliver an IT service?
A. A service request
B. A configuration item (CI)
C. An incident
D. An IT asset
Correct Answer: B
Section: (none)
Explanation
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