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mock 2

This document presents a mock ITIL 4 Foundation Exam consisting of 20 multiple-choice questions designed to test understanding of the ITIL 4 framework. Each question focuses on key concepts such as guiding principles, service value systems, and various ITIL practices. The scoring section provides feedback based on the number of correct answers, indicating levels of understanding from outstanding to needing improvement.

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17 views6 pages

mock 2

This document presents a mock ITIL 4 Foundation Exam consisting of 20 multiple-choice questions designed to test understanding of the ITIL 4 framework. Each question focuses on key concepts such as guiding principles, service value systems, and various ITIL practices. The scoring section provides feedback based on the number of correct answers, indicating levels of understanding from outstanding to needing improvement.

Uploaded by

hkallforsale
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Certainly!

Below is a new mock ITIL 4 Foundation Exam with different questions to test
your understanding of the ITIL 4 framework.

Mock ITIL 4 Foundation Exam (Set 2)


Instructions:

 This exam contains 20 multiple-choice questions.


 Each question has one correct answer.
 Choose the best answer for each question.

1. Which of the following is a key focus of the "focus on value" guiding


principle?

A. Ensuring all stakeholders have visibility into the process


B. Understanding what is valuable to the customer
C. Automating all manual processes
D. Defining a detailed step-by-step process for every task

2. What are the key components of the ITIL Service Value System (SVS)?

A. Service lifecycle, governance, processes, and tools


B. Guiding principles, governance, service value chain, practices, and continual improvement
C. Incident management, problem management, and change enablement
D. Customer satisfaction, service requests, and risk management

3. What is the purpose of the "problem management" practice?

A. To resolve all incidents as quickly as possible


B. To reduce the likelihood and impact of incidents by identifying and managing root causes
C. To manage service requests that do not result in incidents
D. To ensure service levels are met according to agreements
4. Which practice is responsible for handling service requests from users?

A. Service Desk
B. Incident Management
C. Service Request Management
D. Problem Management

5. What is the primary focus of the "think and work holistically" guiding
principle?

A. To focus on automation to improve efficiency


B. To ensure that every aspect of the organization is considered when delivering value
C. To avoid making changes without executive approval
D. To measure the performance of individual teams

6. Which of the following is considered an output of the service value chain?

A. Requests for changes


B. Services and products that deliver value
C. Incident resolution times
D. Root cause analysis

7. What is the purpose of the "service configuration management" practice?

A. To maintain accurate information on service components and their relationships


B. To implement changes with minimal risk
C. To restore services as quickly as possible after an incident
D. To document and track service level agreements

8. What is the definition of a "change" in ITIL 4?

A. A request to resolve an incident


B. The addition, modification, or removal of anything that could have an effect on services
C. A service request made by a customer
D. A workaround to prevent future incidents

9. Which ITIL practice ensures the organization is continually improving its


services?

A. Continual Improvement
B. Change Enablement
C. Incident Management
D. Service Desk

10. Which guiding principle best supports the idea of using feedback to
improve and refine activities?

A. Collaborate and promote visibility


B. Focus on value
C. Progress iteratively with feedback
D. Think and work holistically

11. What is the primary focus of the "release management" practice?

A. To resolve service failures as quickly as possible


B. To deploy new or changed services to live environments in a controlled manner
C. To identify and manage the root causes of incidents
D. To define and maintain availability targets for services

12. What is a key activity of the "incident management" practice?

A. Managing workarounds to prevent incidents


B. Ensuring incidents are resolved as quickly as possible to minimize business impact
C. Deploying changes to live environments
D. Analyzing trends in incidents to prevent future occurrences
13. Which ITIL practice focuses on ensuring suppliers and their performance
are managed appropriately?

A. Service Request Management


B. Supplier Management
C. Change Enablement
D. Problem Management

14. Which guiding principle promotes the use of automation to improve


efficiency?

A. Optimize and automate


B. Collaborate and promote visibility
C. Focus on value
D. Keep it simple and practical

15. What is the purpose of the "availability management" practice?

A. To ensure services are available when needed and meet agreed performance levels
B. To prevent incidents by identifying root causes of failures
C. To analyze and manage risks associated with services
D. To manage service requests and user support

16. What is the purpose of the "information security management" practice?

A. To ensure services meet agreed-upon service levels


B. To protect the organization's information and infrastructure from security threats
C. To provide guidance and support to users
D. To manage incidents and restore services
17. Which of the following is an example of a "service offering"?

A. A customer's desired outcome


B. A specific combination of goods, access to resources, and service actions provided to a
customer
C. A warranty issued to the customer for a specific product
D. A list of all service requests submitted by users

18. What is the purpose of the "risk management" practice?

A. To ensure risks are identified, assessed, and controlled


B. To manage incidents and minimize their impact
C. To deploy new services with minimal disruption
D. To maintain accurate records of all configuration items

19. What is the purpose of the "service level management" practice?

A. To ensure that all incidents are resolved within the agreed timeframes
B. To monitor and report on the performance of IT assets
C. To set clear business-based targets for service performance and ensure they are met
D. To manage service requests and provide user support

20. Which guiding principle encourages starting with what is already


available?

A. Start where you are


B. Optimize and automate
C. Keep it simple and practical
D. Focus on value

Scoring:

 18-20: Outstanding! You have an excellent understanding of ITIL 4.


 15-17: Great job! You have a strong grasp but may need to revisit a few concepts.
 12-14: Fair. Review the key principles and practices of ITIL 4.
 Below 12: Needs improvement. Spend more time studying the ITIL 4 framework.

Good luck with your ITIL 4 Foundation exam preparation!

B/B/B/C/B/B/A/B/A/C/B/B/B/A/A/B/B/A/C/A

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