ITIL® 4 FOUNDATION (PRACTICE
EXAM #4) QUESTIONS & ANSWERS
Identify the missing word(s) in the following sentence. Service management is a set of
specialized organizational [?] for enabling value for customers in the form of services. -
Correct Answers -Capabilities
What is the definition of a configuration item? - Correct Answers -Any component that
needs to be managed in order to deliver an IT service
Identify the missing word(s) in the following sentence. An incident is a(n) [?] interruption
to a service or reduction in the quality of a service. - Correct Answers -Unplanned
What is the purpose of the 'change enablement' practice? - Correct Answers -Ensuring
that risks are properly assessed, authorizing changes to proceed and managing a
change schedule in order to maximize the number of successful IT changes.
What is the purpose of the 'deployment management' practice? - Correct Answers -
Moving new or changed hardware, software, documentation, processes, or any other
service component to live environments.
What is the purpose of the 'service level management' practice? - Correct Answers -
Setting clear business-based targets for service performance so that the delivery of a
service can be properly assessed, monitored, and managed against these targets.
What is defined as the practice of planning and managing the full lifecycle of all IT
assets? - Correct Answers -IT asset management
Identify the missing word in the following sentence. [?] management is the practice of
minimizing the negative impact of incidents by restoring normal service operation as
quickly as possible. - Correct Answers -Incident
Dion Training has just hired three new staff members. The IT department at Dion
Training has created new accounts for the new staff members on the domain controller
and allocated 10 GB of storage on the company's internal file server per staff member.
What term best describes these activities performed by the IT department? - Correct
Answers -Service provision
How does 'service request management' contribute to 'design and transition' activity? -
Correct Answers -By initiating standard changes to fulfill service requests.
EXAM #4) QUESTIONS & ANSWERS
Identify the missing word(s) in the following sentence. Service management is a set of
specialized organizational [?] for enabling value for customers in the form of services. -
Correct Answers -Capabilities
What is the definition of a configuration item? - Correct Answers -Any component that
needs to be managed in order to deliver an IT service
Identify the missing word(s) in the following sentence. An incident is a(n) [?] interruption
to a service or reduction in the quality of a service. - Correct Answers -Unplanned
What is the purpose of the 'change enablement' practice? - Correct Answers -Ensuring
that risks are properly assessed, authorizing changes to proceed and managing a
change schedule in order to maximize the number of successful IT changes.
What is the purpose of the 'deployment management' practice? - Correct Answers -
Moving new or changed hardware, software, documentation, processes, or any other
service component to live environments.
What is the purpose of the 'service level management' practice? - Correct Answers -
Setting clear business-based targets for service performance so that the delivery of a
service can be properly assessed, monitored, and managed against these targets.
What is defined as the practice of planning and managing the full lifecycle of all IT
assets? - Correct Answers -IT asset management
Identify the missing word in the following sentence. [?] management is the practice of
minimizing the negative impact of incidents by restoring normal service operation as
quickly as possible. - Correct Answers -Incident
Dion Training has just hired three new staff members. The IT department at Dion
Training has created new accounts for the new staff members on the domain controller
and allocated 10 GB of storage on the company's internal file server per staff member.
What term best describes these activities performed by the IT department? - Correct
Answers -Service provision
How does 'service request management' contribute to 'design and transition' activity? -
Correct Answers -By initiating standard changes to fulfill service requests.
