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Exam Code: ITILFND V4

Exam Name ITIL 4 Foundation

Certification Provider: ITIL

Corresponding Certification: ITIL V4 Foundation

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ITIL ITILFND V4 Practice Test 2

Question 10

During a service review at a restaurant group, a team responsible for point-of-sale and staff services reports: A service team gets repeated user complaints but reports improvement solely using technical dashboards. Which outcome would BEST demonstrate that the targeted response has worked?

  1. Planned activities resources and dependencies support the target change
  2. Routine answers are faster without exposing protected customer records
  3. The change record shows valid approval before the approved deployment step
  4. The revised service addresses recurring complaints while measurable performance remains visible

Explanation

Correct Answer

D:

For point-of-sale and staff services at a restaurant group, the revised service addresses recurring complaints while measurable performance remains visible. In this scenario, improve from feedback matters because A service team gets repeated user complaints but reports improvement solely using technical dashboards. The corresponding action is: Combine user feedback with quantitative performance evidence; the evidence checks the specific gap rather than simply reporting activity.

Incorrect Answers

A:

“Planned activities resources and dependencies support the target change” relates to plan improvement route, not the requirement described here. The required response or evidence is: The revised service addresses recurring complaints while measurable performance remains visible.

B:

“Routine answers are faster without exposing protected customer records” relates to desk automation with access, not the requirement described here. The required response or evidence is: The revised service addresses recurring complaints while measurable performance remains visible.

C:

“The change record shows valid approval before the approved deployment step” relates to change and deployment distinction, not the requirement described here. The required response or evidence is: The revised service addresses recurring complaints while measurable performance remains visible.

Question 11

The IT service team at a publishing company is asked to improve digital subscriber services after observing: Operations engineers redesign a customer journey without consulting the service desk or users. Which outcome would BEST demonstrate that the targeted response has worked?

  1. Participating teams and users confirm the workflow handles their dependencies
  2. The blocking dependency is addressed through coordinated action
  3. Reviews acknowledge unresolved issues and corrective ownership
  4. Stakeholders see the actual blockers and can help resolve them

Explanation

Correct Answer

A:

For digital subscriber services at a publishing company, participating teams and users confirm the workflow handles their dependencies. In this scenario, collaborate across silos matters because Operations engineers redesign a customer journey without consulting the service desk or users. The corresponding action is: Include the right people across disciplines in improvement decisions; the evidence checks the specific gap rather than simply reporting activity.

Incorrect Answers

B:

“The blocking dependency is addressed through coordinated action” relates to visibility of dependencies, not the requirement described here. The required response or evidence is: Participating teams and users confirm the workflow handles their dependencies.

C:

“Reviews acknowledge unresolved issues and corrective ownership” relates to transparency supports trust, not the requirement described here. The required response or evidence is: Participating teams and users confirm the workflow handles their dependencies.

D:

“Stakeholders see the actual blockers and can help resolve them” relates to promote visibility of work, not the requirement described here. The required response or evidence is: Participating teams and users confirm the workflow handles their dependencies.

Question 12

A support and operations review at a national library concerning member and catalog services highlights: A group repeatedly postpones a small improvement because the perfect end state is not agreed. Which action BEST addresses the identified gap according to ITIL 4 Foundation concepts?

  1. Set a manageable scope and an actionable iteration with feedback
  2. Use user feedback and outcome evidence to guide subsequent increments
  3. Deliver useful increments and gather feedback before expanding the change
  4. Use feedback to adjust the next improvement cycle

Explanation

Correct Answer

A:

For member and catalog services at a national library, set a manageable scope and an actionable iteration with feedback. In this scenario, timebox work matters because A group repeatedly postpones a small improvement because the perfect end state is not agreed. A suitable way to check the response is: A small improvement ships and provides evidence for the next iteration.

Incorrect Answers

B:

“Use user feedback and outcome evidence to guide subsequent increments” relates to feedback on value not activity, not the requirement described here. The required response or evidence is: Set a manageable scope and an actionable iteration with feedback.

C:

“Deliver useful increments and gather feedback before expanding the change” relates to progress iteratively with feedback, not the requirement described here. The required response or evidence is: Set a manageable scope and an actionable iteration with feedback.

D:

“Use feedback to adjust the next improvement cycle” relates to feedback informs adaptation, not the requirement described here. The required response or evidence is: Set a manageable scope and an actionable iteration with feedback.

Question 13

During planning for parts and maintenance services at an industrial equipment supplier, managers discover: A team publishes only success measures and conceals unresolved service problems. Which outcome would BEST demonstrate that the targeted response has worked?

  1. Stakeholders see the actual blockers and can help resolve them
  2. Reviews acknowledge unresolved issues and corrective ownership
  3. Participating teams and users confirm the workflow handles their dependencies
  4. The blocking dependency is addressed through coordinated action

Explanation

Correct Answer

B:

For parts and maintenance services at an industrial equipment supplier, reviews acknowledge unresolved issues and corrective ownership. In this scenario, transparency supports trust matters because A team publishes only success measures and conceals unresolved service problems. The corresponding action is: Share accurate progress and risk information even when the picture is imperfect; the evidence checks the specific gap rather than simply reporting activity.

Incorrect Answers

A:

“Stakeholders see the actual blockers and can help resolve them” relates to promote visibility of work, not the requirement described here. The required response or evidence is: Reviews acknowledge unresolved issues and corrective ownership.

C:

“Participating teams and users confirm the workflow handles their dependencies” relates to collaborate across silos, not the requirement described here. The required response or evidence is: Reviews acknowledge unresolved issues and corrective ownership.

D:

“The blocking dependency is addressed through coordinated action” relates to visibility of dependencies, not the requirement described here. The required response or evidence is: Reviews acknowledge unresolved issues and corrective ownership.

Question 14

During a service review at a research institute, a team responsible for laboratory support services reports: A team says the guiding principles apply only to the service desk and not to business service planning. Which outcome would BEST demonstrate that the targeted response has worked?

  1. Teams can explain the principle behind their chosen approach and tailor the workflow
  2. The improvement record shows how selected principles complement one another
  3. Different approaches are justified by measured risk and stakeholder needs
  4. Planning and delivery teams both use the principles to inform work

Explanation

Correct Answer

D:

For laboratory support services at a research institute, planning and delivery teams both use the principles to inform work. In this scenario, principles apply broadly matters because A team says the guiding principles apply only to the service desk and not to business service planning. The corresponding action is: Apply the principles across roles initiatives and organizational levels; the evidence checks the specific gap rather than simply reporting activity.

Incorrect Answers

A:

“Teams can explain the principle behind their chosen approach and tailor the workflow” relates to principles are not procedures, not the requirement described here. The required response or evidence is: Planning and delivery teams both use the principles to inform work.

B:

“The improvement record shows how selected principles complement one another” relates to guiding principles interact, not the requirement described here. The required response or evidence is: Planning and delivery teams both use the principles to inform work.

C:

“Different approaches are justified by measured risk and stakeholder needs” relates to principle decisions reflect context, not the requirement described here. The required response or evidence is: Planning and delivery teams both use the principles to inform work.

Question 15

At a legal consultancy, the service improvement team handling case-management platforms observes the following: A department launches a shared service without an agreed approach to confidentiality integrity or availability. Which action BEST addresses the identified gap according to ITIL 4 Foundation concepts?

  1. Address information protection controls instead of relying on event logging alone
  2. Use information security management to protect the information needed by the organization
  3. Record the change of state as an event and evaluate its significance
  4. Track retirement and disposal as part of IT asset management

Explanation

Correct Answer

B:

For case-management platforms at a legal consultancy, use information security management to protect the information needed by the organization. In this scenario, information security management purpose matters because A department launches a shared service without an agreed approach to confidentiality integrity or availability. A suitable way to check the response is: Security requirements and controls address confidentiality integrity and availability of the information.

Incorrect Answers

A:

“Address information protection controls instead of relying on event logging alone” relates to security versus monitoring, not the requirement described here. The required response or evidence is: Use information security management to protect the information needed by the organization.

C:

“Record the change of state as an event and evaluate its significance” relates to event definition, not the requirement described here. The required response or evidence is: Use information security management to protect the information needed by the organization.

D:

“Track retirement and disposal as part of IT asset management” relates to asset retirement governance, not the requirement described here. The required response or evidence is: Use information security management to protect the information needed by the organization.

Question 16

A service delivery discussion covering travel and workforce systems at an airline identifies this gap: A supplier reports thousands of system metrics but none connects to customer experience. Which action BEST addresses the identified gap according to ITIL 4 Foundation concepts?

  1. Define meaningful service targets and user-relevant quality measures through service level management
  2. Use service level management to set business-based measurable targets and manage service quality
  3. Engage stakeholders regularly and update relationship understanding
  4. Use relationship management to establish and nurture links with stakeholders

Explanation

Correct Answer

A:

For travel and workforce systems at an airline, define meaningful service targets and user-relevant quality measures through service level management. In this scenario, service level versus raw telemetry matters because A supplier reports thousands of system metrics but none connects to customer experience. A suitable way to check the response is: The service report shows performance in terms relevant to the consumer.

Incorrect Answers

B:

“Use service level management to set business-based measurable targets and manage service quality” relates to service level management practice purpose, not the requirement described here. The required response or evidence is: Define meaningful service targets and user-relevant quality measures through service level management.

C:

“Engage stakeholders regularly and update relationship understanding” relates to stakeholder expectations, not the requirement described here. The required response or evidence is: Define meaningful service targets and user-relevant quality measures through service level management.

D:

“Use relationship management to establish and nurture links with stakeholders” relates to relationship management purpose, not the requirement described here. The required response or evidence is: Define meaningful service targets and user-relevant quality measures through service level management.

Question 17

At a nonprofit organization, the service improvement team handling donor and volunteer systems observes the following: An engineer has analyzed a memory leak but software replacement has not occurred. Which outcome would BEST demonstrate that the targeted response has worked?

  1. Investigation order reflects severity and probability of harm
  2. Related incidents share a problem record while each outage is restored promptly
  3. The record captures the known cause and remains open pending resolution
  4. Unmet objectives drive corrective work rather than a false success claim

Explanation

Correct Answer

C:

For donor and volunteer systems at a nonprofit organization, the record captures the known cause and remains open pending resolution. In this scenario, known error analyzed unresolved matters because An engineer has analyzed a memory leak but software replacement has not occurred. The corresponding action is: Record the analyzed unresolved problem as a known error; the evidence checks the specific gap rather than simply reporting activity.

Incorrect Answers

A:

“Investigation order reflects severity and probability of harm” relates to problem prioritization, not the requirement described here. The required response or evidence is: The record captures the known cause and remains open pending resolution.

B:

“Related incidents share a problem record while each outage is restored promptly” relates to incident and problem linkage, not the requirement described here. The required response or evidence is: The record captures the known cause and remains open pending resolution.

D:

“Unmet objectives drive corrective work rather than a false success claim” relates to improvement after measurement, not the requirement described here. The required response or evidence is: The record captures the known cause and remains open pending resolution.

Question 18

During planning for internal and customer banking systems at a commercial bank, managers discover: An auditor asks whether a leased workstation contributes financially to the delivery of IT products or services. Which action BEST addresses the identified gap according to ITIL 4 Foundation concepts?

  1. Track retirement and disposal as part of IT asset management
  2. Add configuration relationship information instead of relying solely on an asset purchase register
  3. Identify it as an IT asset and manage its value costs and risks throughout its lifecycle
  4. Address information protection controls instead of relying on event logging alone

Explanation

Correct Answer

C:

For internal and customer banking systems at a commercial bank, identify it as an IT asset and manage its value costs and risks throughout its lifecycle. In this scenario, it asset definition matters because An auditor asks whether a leased workstation contributes financially to the delivery of IT products or services. A suitable way to check the response is: The workstation is represented in the IT asset record with the relevant ownership and financial data.

Incorrect Answers

A:

“Track retirement and disposal as part of IT asset management” relates to asset retirement governance, not the requirement described here. The required response or evidence is: Identify it as an IT asset and manage its value costs and risks throughout its lifecycle.

B:

“Add configuration relationship information instead of relying solely on an asset purchase register” relates to configuration versus assets, not the requirement described here. The required response or evidence is: Identify it as an IT asset and manage its value costs and risks throughout its lifecycle.

D:

“Address information protection controls instead of relying on event logging alone” relates to security versus monitoring, not the requirement described here. The required response or evidence is: Identify it as an IT asset and manage its value costs and risks throughout its lifecycle.

Question 19

A support and operations review at an insurance provider concerning claims and policy platforms highlights: A team says the guiding principles apply only to the service desk and not to business service planning. Four proposed response statements are listed below. Which option identifies BOTH the relevant corrective measure and the evidence that it worked? 1. Apply the principles across roles initiatives and organizational levels. 2. Planning and delivery teams both use the principles to inform work. 3. Apply multiple relevant guiding principles together based on the decision context. 4. Different approaches are justified by measured risk and stakeholder needs.

  1. 1 and 2
  2. 3 and 4
  3. 1 and 3
  4. 2 and 3

Explanation

Correct Answer

A:

For claims and policy platforms at an insurance provider, statements 1 and 2 match the issue. Apply the principles across roles initiatives and organizational levels; the validating evidence is that planning and delivery teams both use the principles to inform work. This pair connects a relevant action to an observable outcome. That approach pairs statements 1 and 2.

Incorrect Answers

B:

For claims and policy platforms at an insurance provider, this pair includes a response for a different problem: Apply multiple relevant guiding principles together based on the decision context is better suited to guiding principles interact; Different approaches are justified by measured risk and stakeholder needs is better suited to principle decisions reflect context. The situation instead concerns principles apply broadly, for which the action and evidence are Apply the principles across roles initiatives and organizational levels and planning and delivery teams both use the principles to inform work. That approach pairs statements 3 and 4.

C:

For claims and policy platforms at an insurance provider, this pair includes a response for a different problem: Apply multiple relevant guiding principles together based on the decision context is better suited to guiding principles interact. The situation instead concerns principles apply broadly, for which the action and evidence are Apply the principles across roles initiatives and organizational levels and planning and delivery teams both use the principles to inform work. That approach pairs statements 1 and 3.

D:

For claims and policy platforms at an insurance provider, this pair includes a response for a different problem: Apply multiple relevant guiding principles together based on the decision context is better suited to guiding principles interact. The situation instead concerns principles apply broadly, for which the action and evidence are Apply the principles across roles initiatives and organizational levels and planning and delivery teams both use the principles to inform work. That approach pairs statements 2 and 3.

Question 20

The IT service team at a professional services firm is asked to improve client and internal platforms after observing: A new platform meets design targets but is handed to operations without readiness validation. Which outcome would BEST demonstrate that the targeted response has worked?

  1. The service meets agreed quality cost and delivery constraints before adoption
  2. Consumer feedback and questions reach the appropriate service teams
  3. Operational readiness is confirmed before the affected service goes live
  4. Different service cases use relevant activities without being forced into one universal sequence

Explanation

Correct Answer

C:

For client and internal platforms at a professional services firm, operational readiness is confirmed before the affected service goes live. In this scenario, design and transition coordination matters because A new platform meets design targets but is handed to operations without readiness validation. The corresponding action is: Coordinate design and transition of the new or changed service into operation; the evidence checks the specific gap rather than simply reporting activity.

Incorrect Answers

A:

“The service meets agreed quality cost and delivery constraints before adoption” relates to design and transition purpose, not the requirement described here. The required response or evidence is: Operational readiness is confirmed before the affected service goes live.

B:

“Consumer feedback and questions reach the appropriate service teams” relates to engage versus plan, not the requirement described here. The required response or evidence is: Operational readiness is confirmed before the affected service goes live.

D:

“Different service cases use relevant activities without being forced into one universal sequence” relates to flexible value stream, not the requirement described here. The required response or evidence is: Operational readiness is confirmed before the affected service goes live.