Description
Exam Demo
ITIL 4 Foundation
QUESTION 1
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
QUESTION 2
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
QUESTION 3
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
QUESTION 4
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
QUESTION 5
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
