peoplecert itil 4 foundation practice test

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

Which practice updates information relating to symptoms and business impact?

• A. Service level management
• B. Change control
• C. Service request management
• D. Incident management

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 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

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

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

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

When should the effectiveness of a problem workaround be assessed?

• A. Whenever the workaround is used
• B. Whenever the problem is resolved
• C. Whenever the workaround becomes a known error
• D. Whenever the problem is prioritized

Identify the missing word in the following sentence.
A change is defined as the addition, modification, or removal of anything that could have a direct or
indirect
effect on [?].

• A. assets
• B. values
• C. elements
• D. services

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