PEOPLECERT ITIL-4-Foundation Foundation ITIL 4 Foundation Exam Exam Practice Test Questions

• Question 1

  Which statement about a continual improvement register (CIR)' is TRUE?

  • Used to help plan changes, assist in communication avoid conflicts and assign resources
  • Used to select the right method, model or technique for identifying improvements
  • Used to track and manage improvement ideas from identification through to final action
  • Used to provide a formal description of one or more services designed to address the needs of a target consumer group

  Show Answer Answer: C Next

• Question 2

  Which term describes the functionality offered by a service?

  • Cost
  • Utility
  • Warranty
  • Risk

  Show Answer Answer: B Next

• Question 3

  An SLA is a service level agreement.Which describes the 'watermelon SLA' effect?

  • A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers' experiences.
  • The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.
  • SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.
  • Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.

  Show Answer Answer: B Next

• Question 4

  Which is the FIRST action when optimizing a service?

  • Assess the current state
  • Implement the improvement
  • Understand the organizational context
  • Agree the future state

  Show Answer Answer: C Next

• Question 5

  Which is included in the purpose of the 'design and transition' value chain activity?

  • Ensuring that service components are available when needed
  • Providing transparency and good stakeholder relationships
  • Supporting services according to specifications
  • Continually meeting stakeholder expectations for costs

  Show Answer Answer: D Next