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ITIL 4 Foundation Exam Sample Questions (Q110-Q115):

NEW QUESTION # 110
Which are phases of the release and deployment process?
1. Release build and test
2. Review and close
3. Categorize and record
4. Change authorization and schedule

A. 3 and 4
B. 1 and 3
C. 1 and 2
D. 2 and 4

Answer: C

NEW QUESTION # 111
Which is the FIRST action when optimizing a service?

A. Implement the improvement
B. Agree the future state
C. Assess the current state
D. Understand the organizational context

Answer: D

Explanation:
There are many ways in which practices and services can be optimized. Regardless of the specific techniques, the path to optimization follows these high-level steps:
Understand and agree the context in which the proposed optimization exists Assess the current state of the proposed optimization Agree what the future state and priorities of the organization should be, focusing on simplification and value Ensure the optimization has the appropriate level of stakeholder engagement and commitment Execute the improvements in an iterative way Continually monitor the impact of optimization
https://www.bmc.com/blogs/itil-guiding-principles/

NEW QUESTION # 112
What is the difference between the 'incident management' and 'service desk' practices?

A. incident management resolves complex issues, service desk resolve simpler issues.
B. incident management resolves issues, service desk investigates the underlying causes of issues
C. Incident management restores service operation, service desk provides communication with users
D. incident management manages interruptions to service desk monitors achieved service quality

Answer: C

Explanation:
A help desk is considered to be focused on break-fix (what ITIL calls incident management), whereas a service desk is there to assist with not only break-fix but also with service requests (requests for new services) and requests for information (such as "how do I do X?").
https://www.atlassian.com/itsm/service-request-management/help-desk-vs-service-desk-vs-itsm#:~:text=A%20h

NEW QUESTION # 113
A flaw in an application could cause a service to fail IT staff are actively analysing the application to try and understand what is going on. What is the correct name for this type of flaw?

A. Known error
B. Event
C. Incident
D. Problem

Answer: D

NEW QUESTION # 114
What is an event?

A. An unplanned interruption to a service or reduction in the quality of a service
B. Cause of one or more incidents
C. The addition, modification, or removal of anything that could have a direct or indirect effect on services
D. Any change of state that has significance for the management of a service or other configuration item

Answer: D

NEW QUESTION # 115
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