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ITIL ITILFND V4 Actual Exam Questions

Last updated on June 30, 2025.
97% Passed the exam with this material
356 Questions & Answers Included

Topic 1 - Single Topic

Question #1 Topic 1

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

  • A. They are agreed, documented, and communicated to help set user expectations
  • B. They are established, reviewed, and reported to ensure that customers are happy with the service
  • C. They are initiated, approved, and managed to ensure that predictable responses are achieved
  • D. They are scheduled, assessed and authorized to reduce the risk of service failures
Reveal Solution Hide Solution   Discussion   13

Correct Answer: A 🗳️

Question #2 Topic 1

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

  • A. To ensure that spending is properly accounted for
  • B. To ensure that information security requirements are met
  • C. To streamline the fulfilment workflow
  • D. To set user expectations for fulfilment times
Reveal Solution Hide Solution   Discussion   9

Correct Answer: C 🗳️

Question #3 Topic 1

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

  • A. Service offering
  • B. Service provision
  • C. Service management
  • D. Service consumption
Reveal Solution Hide Solution   Discussion   11

Correct Answer: C 🗳️

Question #4 Topic 1

Which gives a user access to a system?

  • A. Service requirement
  • B. Service agreement
  • C. Service consumption
  • D. Service provision
Reveal Solution Hide Solution   Discussion   14

Correct Answer: D 🗳️

Question #5 Topic 1

Which statement about managing incidents is CORRECT?

  • A. Low impact incidents should be resolved efficiently, making logging unnecessary
  • B. The 'incident management' practice should use a single process regardless of the impact of the incident
  • C. Low impact incidents should be resolved efficiently so the resource required is reduced
  • D. Incidents with the lowest impact should be resolved first
Reveal Solution Hide Solution   Discussion   6

Correct Answer: C 🗳️

Question #6 Topic 1

Which statement about the service value chain is CORRECT?

  • A. The service value chain converts value into demand
  • B. Each value chain activity uses different combinations of practices to convert inputs into outputs
  • C. Each value chain activity identifies a requirement for resources from an external supplier
  • D. The service value chain uses value streams to describe a combination of consumers and providers
Reveal Solution Hide Solution   Discussion   17

Correct Answer: B 🗳️

Question #7 Topic 1

What describes how components and activities work together to facilitate value creation?

  • A. The ITIL service value system
  • B. The ITIL guiding principles
  • C. The four dimensions of service management
  • D. A service relationship
Reveal Solution Hide Solution   Discussion   6

Correct Answer: A 🗳️

Question #8 Topic 1

Which practice involves the management of vulnerabilities that were not identified before the service went live?

  • A. Service request management
  • B. Problem management
  • C. Change control
  • D. Service level management
Reveal Solution Hide Solution   Discussion   7

Correct Answer: B 🗳️

Question #9 Topic 1

Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT?

  • A. It should always be used to support direct observation
  • B. It should always be used instead of direct observation
  • C. Measured data is always more accurate than direct observation
  • D. The act of measuring always positively impacts results
Reveal Solution Hide Solution   Discussion   8

Correct Answer: A 🗳️

Question #10 Topic 1

Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?

  • A. Service desk
  • B. Service request management
  • C. Service level management
  • D. Service configuration management
Reveal Solution Hide Solution   Discussion   14

Correct Answer: C 🗳️

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