ITIL 4 Foundation

Here you have the best ITIL ITILFND V4 practice exam questions

You have 356 total questions to study from
Each page has 5 questions, making a total of 72 pages
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This questions were last updated on July 4, 2025
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Question 1 of 356

How are target resolution times used in the 'incident management' practice?

They are agreed, documented, and communicated to help set user expectations

They are established, reviewed, and reported to ensure that customers are happy with the service

They are initiated, approved, and managed to ensure that predictable responses are achieved

They are scheduled, assessed and authorized to reduce the risk of service failures

Correct Answer: A

Target resolution times are agreed, documented, and communicated to help set user expectations. This practice is essential in incident management as it ensures that all parties are aware of the expected time frames for resolving incidents, which helps in managing user expectations and maintaining trust.

Question 2 of 356

Why should some service requests be fulfilled with no additional approvals?

To ensure that spending is properly accounted for

To ensure that information security requirements are met

To streamline the fulfilment workflow

To set user expectations for fulfilment times

Correct Answer: C

Service requests should be fulfilled with no additional approvals to streamline the fulfillment workflow. By eliminating unnecessary approval steps, the process becomes more efficient, allowing requests to be completed faster. This approach is beneficial for predefined and routine service requests that do not require complex evaluations or significant resource allocation.

Question 3 of 356

What is a set of specialized organizational capabilities for enabling value for customers in the form of services?

Service offering

Service provision

Service management

Service consumption

Correct Answer: C

Service management refers to a set of specialized organizational capabilities aimed at enabling value for customers in the form of services. This definition aligns precisely with the terminology used in IT service management frameworks and best practices.

Question 4 of 356

Which gives a user access to a system?

Service requirement

Service agreement

Service consumption

Service provision

Correct Answer: D

Service provision refers to the activities carried out by an organization to provide services to users, including the management and configuration of resources to ensure that access to these services is granted. This fits the context of providing a user access to a system, making it the most appropriate answer.

Question 5 of 356

Which statement about managing incidents is CORRECT?

Low impact incidents should be resolved efficiently, making logging unnecessary

The 'incident management' practice should use a single process regardless of the impact of the incident

Low impact incidents should be resolved efficiently so the resource required is reduced

Incidents with the lowest impact should be resolved first

Correct Answer: C

Low impact incidents should be resolved efficiently so that the resources required are reduced. This is essential to prevent low impact incidents from consuming excessive resources that could be better allocated elsewhere, ensuring the overall efficiency of the incident management process.