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ITILFND-V4

ITIL 4 Foundation - 2025

https://killexams.com/pass4sure/exam-detail/ITILFND-V4

Which dimension considers how knowledge assets should be protected? A . Organizations and people

B . Partners and suppliers

C . Information and technology D . Value streams and processes

Answer: C

Which guiding principle recommends standardizing and streamlining manual tasks? A . Optimize and automate

B . Collaborate and promote visibility C . Focus on value

D . Think and work holistically

Answer: A

What are ’engage’, ‘plan’ and ‘improve’ examples of? A . Service value chain activities

B . Service level management C . Service value chain inputs D . Change control

Answer: A

Which is included in the purpose of the ‘design and transition’ value chain activity? A . Ensuring that service components are available when needed

B . Providing transparency and good stakeholder relationships C . Supporting services according to specifications

D . Continually meeting stakeholder expectations for costs

Answer: D

Which describes a set of defined steps for implementing improvements? A . The ‘improve’ value chain activity

B . The ‘continual improvement register’ C . The ‘continual improvement model’

D . The ‘engage’ value chain activity

Answer: C

Ann, a member of the finance department at a large corporation, has submitted a suspicious email she received to the information security team. The team was not expecting an email from Ann, and it contains a PDF file inside a ZIP compressed archive. The information security learn is not sure which files were opened. A security team member uses an air-gapped PC to open the ZIP and PDF, and it appears to be a social engineering attempt to deliver an exploit.

Which of the following would provide greater insight on the potential impact of this attempted attack? A . Run an antivirus scan on the finance P

C . Use a protocol analyzer on the air-gapped P E . Perform reverse engineering on the document. F . Analyze network logs for unusual traffic.

G . Run a baseline analyzer against the user’s computer.

Answer: C

What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?

A . Service management

B . Continual improvement C . A service

D . An IT asset

Answer: C

Which is NOT a component of the service value system? A . The guiding principles

B . Governance C . Practices

D . The four dimensions of service management

Answer: D

Which statement about emergency changes is CORRECT?

A . The testing of emergency can be eliminated in order to implement the change quickly

B . The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly

C . Emergency changes should be authorized and implemented as service requests

D . Emergency changes must be fully documented before authorization and implementation

Answer: B

Which is a key requirement for a successful service level agreement? A . It should be written in legal language

B . It should be simply written and easy to understand

C . It should be based on the service provider’s view of the service D . It should relate to simple operational metrics

Answer: B

Which guiding principle recommends eliminating activities that do not contribute to the creation of value? A . Start where you are

B . Collaborate and promote visibility C . Keep it simple and practical

D . Optimize and automate

Answer: C

What is a recommendation of the ‘focus on value’ guiding principle? A . Make ‘focus on value’ a responsibility of the management

B . Focus on the value of new and significant projects first C . Focus on value for the service provider first

D . Focus on value at every step of the improvement

Answer: D

Which is a service request?

A . Requesting a workaround for an issue

B . Requesting information about how to create a document C . Requesting an enhancement to an application

D . Requesting investigation of a degraded service

Which is NOT a component of the service value system? A . The guiding principles

B . Governance C . Practices

D . The four dimensions of service management

Answer: D

Which is part of service provision?

A . The management of resources configured to deliver the service B . The management of resources needed to consume the service

C . The grouping of one or more services based on one or more products D . The joint activities performed to ensure continual value co-creation

Answer: A

Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?

A . Change control

B . IT asset management C . Service desk

D . Service request management

Answer: D

When should a full risk assessment and authorization be carried out for a standard change? A . Each time the standard change is implemented

B . When the procedure for the standard change is created C . At least once a year

D . When an emergency change is requested

Answer: B

Which statement about outcomes is CORRECT?

A . An outcome can be enabled by more than one output B . Outcomes are how the service performs

C . An output can be enabled by one or more outcomes D . An outcome is a tangible or intangible activity

Answer: A

What is warranty?

A . Assurance that a product or service will meet agreed requirements B . The amount of money spent on a specific activity or resource

C . The functionality offered by a product or service to meet a particular need D . The perceived benefits, usefulness and importance of something

Answer: A

Which practice has a purpose that includes ensuring that risks have been properly assessed? A . Service configuration management

B . Problem management

C . Service level management D . Change control

Answer: D

Which statement about a ‘continual improvement register’ is CORRECT? A . It should be managed at the senior level of the organization

B . It should be used to capture user demand

C . There should only be one for the whole organization D . It should be re-prioritized as ideas are documented

Answer: D

Which is included in the purpose of the ‘design and transition’ value chain activity? A . Ensuring that service components are available when needed

B . Providing transparency and good stakeholder relationships C . Supporting services according to specifications

D . Continually meeting stakeholder expectations for costs

Which statement about service desks is CORRECT?

A . The service desk should work in close collaboration with support and development teams B . The service desk should rely on self-service portals instead of escalation to support teams C . The service desk should remain isolated from technical support teams

D . The service desk should escalate all technical issues to support and development teams

Answer: A

Which statement about the steps to fulfill a service request is CORRECT? A . They should be complex and detailed

B . They should be well-known and proven C . They should include incident handling D . They should be brief and simple

Answer: B

Which statement about emergency changes is CORRECT?

A . The testing of emergency can be eliminated in order to implement the change quickly

B . The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly C . Emergency changes should be authorized and implemented as service requests

D . Emergency changes must be fully documented before authorization and implementation

Answer: B

What are ’engage’, ‘plan’ and ‘improve’ examples of? A . Service value chain activities

B . Service level management C . Service value chain inputs D . Change control

Answer: A

Which practice coordinates the classification, ownership and communication of service requests and incidents? A . Supplier management

B . Service desk

C . Problem management

D . Relationship management

Answer: B

Which practice updates information relating to symptoms and business impact? A . Service level management

B . Change control

C . Service request management D . Incident management

Answer: D

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