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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 4 Foundation (ITILFND V4) Practice Tests

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ITIL ITILFND V4 Practice Test 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.

Question 21

An internal audit of subscriber service management at a telecom provider finds: A service map includes a virtual machine whose relationships must be controlled to deliver a service. Which outcome would BEST demonstrate that the targeted response has worked?

  1. Impact analysis uses a validated current dependency map rather than stale links
  2. Retired assets have recorded disposition and relevant controls
  3. Configuration records describe the item and the dependencies relevant to service delivery
  4. The movement is recorded and authorized under the appropriate change model

Explanation

Correct Answer

C:

For subscriber service management at a telecom provider, configuration records describe the item and the dependencies relevant to service delivery. In this scenario, configuration item definition matters because A service map includes a virtual machine whose relationships must be controlled to deliver a service. The corresponding action is: Treat the managed component as a configuration item when it needs to be controlled; the evidence checks the specific gap rather than simply reporting activity.

Incorrect Answers

A:

“Impact analysis uses a validated current dependency map rather than stale links” relates to ci relationship accuracy, not the requirement described here. The required response or evidence is: Configuration records describe the item and the dependencies relevant to service delivery.

B:

“Retired assets have recorded disposition and relevant controls” relates to asset retirement governance, not the requirement described here. The required response or evidence is: Configuration records describe the item and the dependencies relevant to service delivery.

D:

“The movement is recorded and authorized under the appropriate change model” relates to deployment versus change authorization, not the requirement described here. The required response or evidence is: Configuration records describe the item and the dependencies relevant to service delivery.

Question 22

During a service review at an industrial equipment supplier, a team responsible for parts and maintenance services reports: A project will discard a functioning monitoring integration simply because it is old. Which outcome would BEST demonstrate that the targeted response has worked?

  1. The revised process is based on current workflow evidence rather than assumptions
  2. The plan retains useful current capabilities and documents actual gaps
  3. The proposed design explains what is retained and why it remains useful
  4. Automated flow retains essential controls and no longer repeats unnecessary checks

Explanation

Correct Answer

C:

For parts and maintenance services at an industrial equipment supplier, the proposed design explains what is retained and why it remains useful. In this scenario, keep useful existing components matters because A project will discard a functioning monitoring integration simply because it is old. The corresponding action is: Reuse working capabilities where they support the desired result; the evidence checks the specific gap rather than simply reporting activity.

Incorrect Answers

A:

“The revised process is based on current workflow evidence rather than assumptions” relates to observe directly, not the requirement described here. The required response or evidence is: The proposed design explains what is retained and why it remains useful.

B:

“The plan retains useful current capabilities and documents actual gaps” relates to start where you are baseline, not the requirement described here. The required response or evidence is: The proposed design explains what is retained and why it remains useful.

D:

“Automated flow retains essential controls and no longer repeats unnecessary checks” relates to optimize before automating, not the requirement described here. The required response or evidence is: The proposed design explains what is retained and why it remains useful.

Question 23

An internal audit of reservations and property services at a hotel chain finds: A device service transfers ownership of tablets to a school at acceptance. Which outcome would BEST demonstrate that the targeted response has worked?

  1. The consumer-facing offering clearly identifies what is transferred accessed and performed
  2. Asset ownership and delivery records match the accepted transfer terms
  3. Consumption journeys cover use requests and provider interactions after the agreement
  4. Training operations and provider capability together support the agreed business result

Explanation

Correct Answer

B:

For reservations and property services at a hotel chain, asset ownership and delivery records match the accepted transfer terms. In this scenario, goods transferred matters because A device service transfers ownership of tablets to a school at acceptance. The corresponding action is: Identify the goods component of the offering and the agreed transfer conditions; the evidence checks the specific gap rather than simply reporting activity.

Incorrect Answers

A:

“The consumer-facing offering clearly identifies what is transferred accessed and performed” relates to service offering combination, not the requirement described here. The required response or evidence is: Asset ownership and delivery records match the accepted transfer terms.

C:

“Consumption journeys cover use requests and provider interactions after the agreement” relates to service consumption activities, not the requirement described here. The required response or evidence is: Asset ownership and delivery records match the accepted transfer terms.

D:

“Training operations and provider capability together support the agreed business result” relates to shared responsibility for outcomes, not the requirement described here. The required response or evidence is: Asset ownership and delivery records match the accepted transfer terms.

Question 24

At an energy utility, the service improvement team handling metering and field support observes the following: A service provider owns excellent monitoring tools but has not agreed what outcomes matter to customers. Which outcome would BEST demonstrate that the targeted response has worked?

  1. Reports reconcile to trustworthy measurements over the stated reporting period
  2. The revised service addresses recurring complaints while measurable performance remains visible
  3. Relevant service level agreements guide the interpretation of monitoring results
  4. Support interactions help solve needs and inform improvements rather than merely transfer calls

Explanation

Correct Answer

C:

For metering and field support at an energy utility, relevant service level agreements guide the interpretation of monitoring results. In this scenario, monitoring versus service agreements matters because A service provider owns excellent monitoring tools but has not agreed what outcomes matter to customers. The corresponding action is: Use service level management to set and manage targets informed by customers; the evidence checks the specific gap rather than simply reporting activity.

Incorrect Answers

A:

“Reports reconcile to trustworthy measurements over the stated reporting period” relates to service level data quality, not the requirement described here. The required response or evidence is: Relevant service level agreements guide the interpretation of monitoring results.

B:

“The revised service addresses recurring complaints while measurable performance remains visible” relates to improve from feedback, not the requirement described here. The required response or evidence is: Relevant service level agreements guide the interpretation of monitoring results.

D:

“Support interactions help solve needs and inform improvements rather than merely transfer calls” relates to desk is more than call routing, not the requirement described here. The required response or evidence is: Relevant service level agreements guide the interpretation of monitoring results.

Question 25

An internal audit of subscriber service management at a telecom provider finds: A predefined request process meets technical targets but users find its forms confusing. Which action BEST addresses the identified gap according to ITIL 4 Foundation concepts?

  1. Handle the planned service action as a service request instead of an outage
  2. Record usable incident details to support diagnosis and communication
  3. Simplify the request journey using feedback without removing necessary checks
  4. Use available knowledge and contribute new learning during user support

Explanation

Correct Answer

C:

For subscriber service management at a telecom provider, simplify the request journey using feedback without removing necessary checks. In this scenario, service request user experience matters because A predefined request process meets technical targets but users find its forms confusing. A suitable way to check the response is: Users can submit complete requests with less rework and better satisfaction.

Incorrect Answers

A:

“Handle the planned service action as a service request instead of an outage” relates to request is not incident, not the requirement described here. The required response or evidence is: Simplify the request journey using feedback without removing necessary checks.

B:

“Record usable incident details to support diagnosis and communication” relates to incident logging quality, not the requirement described here. The required response or evidence is: Simplify the request journey using feedback without removing necessary checks.

D:

“Use available knowledge and contribute new learning during user support” relates to service desk knowledge, not the requirement described here. The required response or evidence is: Simplify the request journey using feedback without removing necessary checks.

Question 26

A support and operations review at an online retailer concerning digital sales operations highlights: Two internal departments share a service without a commercial contract and assume no service relationship exists. Which action BEST addresses the identified gap according to ITIL 4 Foundation concepts?

  1. Keep the funding sponsor distinct from the customer accountable for requirements
  2. Use joint relationship review to align services with the customer's changed value expectations
  3. Identify the service action to be performed as an agreed component of the offering
  4. Recognize that service relationships can exist without a separate legal supplier contract

Explanation

Correct Answer

D:

For digital sales operations at an online retailer, recognize that service relationships can exist without a separate legal supplier contract. In this scenario, formal and informal relationships matters because Two internal departments share a service without a commercial contract and assume no service relationship exists. A suitable way to check the response is: Provider and consumer responsibilities and value expectations are understood internally.

Incorrect Answers

A:

“Keep the funding sponsor distinct from the customer accountable for requirements” relates to customer versus sponsor, not the requirement described here. The required response or evidence is: Recognize that service relationships can exist without a separate legal supplier contract.

B:

“Use joint relationship review to align services with the customer's changed value expectations” relates to value from relationship, not the requirement described here. The required response or evidence is: Recognize that service relationships can exist without a separate legal supplier contract.

C:

“Identify the service action to be performed as an agreed component of the offering” relates to service actions performed, not the requirement described here. The required response or evidence is: Recognize that service relationships can exist without a separate legal supplier contract.

Question 27

During planning for public service applications at a municipal government, managers discover: A project sponsor funds an enterprise app while a department head is responsible for its required outcomes. Which action BEST addresses the identified gap according to ITIL 4 Foundation concepts?

  1. Describe offerings by the services and outcomes offered rather than by a hardware inventory
  2. Recognize that service relationships can exist without a separate legal supplier contract
  3. Keep the funding sponsor distinct from the customer accountable for requirements
  4. Use joint relationship review to align services with the customer's changed value expectations

Explanation

Correct Answer

C:

For public service applications at a municipal government, keep the funding sponsor distinct from the customer accountable for requirements. In this scenario, customer versus sponsor matters because A project sponsor funds an enterprise app while a department head is responsible for its required outcomes. A suitable way to check the response is: Both the sponsor funding approval and customer outcome acceptance are separately recorded.

Incorrect Answers

A:

“Describe offerings by the services and outcomes offered rather than by a hardware inventory” relates to offering versus underlying technology, not the requirement described here. The required response or evidence is: Keep the funding sponsor distinct from the customer accountable for requirements.

B:

“Recognize that service relationships can exist without a separate legal supplier contract” relates to formal and informal relationships, not the requirement described here. The required response or evidence is: Keep the funding sponsor distinct from the customer accountable for requirements.

D:

“Use joint relationship review to align services with the customer's changed value expectations” relates to value from relationship, not the requirement described here. The required response or evidence is: Keep the funding sponsor distinct from the customer accountable for requirements.

Question 28

During a service review at a research institute, a team responsible for laboratory support services reports: Decommissioned storage devices remain in the asset ledger with no disposal evidence. Which outcome would BEST demonstrate that the targeted response has worked?

  1. The workstation is represented in the IT asset record with the relevant ownership and financial data
  2. Supplier commitments and actual delivery are monitored against organizational needs
  3. Retired assets have recorded disposition and relevant controls
  4. Supplier reviews link contractual targets to the quality of consumed services

Explanation

Correct Answer

C:

For laboratory support services at a research institute, retired assets have recorded disposition and relevant controls. In this scenario, asset retirement governance matters because Decommissioned storage devices remain in the asset ledger with no disposal evidence. The corresponding action is: Track retirement and disposal as part of IT asset management; the evidence checks the specific gap rather than simply reporting activity.

Incorrect Answers

A:

“The workstation is represented in the IT asset record with the relevant ownership and financial data” relates to it asset definition, not the requirement described here. The required response or evidence is: Retired assets have recorded disposition and relevant controls.

B:

“Supplier commitments and actual delivery are monitored against organizational needs” relates to supplier management purpose, not the requirement described here. The required response or evidence is: Retired assets have recorded disposition and relevant controls.

D:

“Supplier reviews link contractual targets to the quality of consumed services” relates to supplier contribution to value, not the requirement described here. The required response or evidence is: Retired assets have recorded disposition and relevant controls.

Question 29

At a charitable foundation, the service improvement team handling grant administration observes the following: A backlog contains hidden blockers and stakeholders believe delivery is on schedule. Which action BEST addresses the identified gap according to ITIL 4 Foundation concepts?

  1. Expose supplier dependencies and work constraints to those able to act
  2. Make work progress risks and impediments visible to the relevant participants
  3. Share accurate progress and risk information even when the picture is imperfect
  4. Include the right people across disciplines in improvement decisions

Explanation

Correct Answer

B:

For grant administration at a charitable foundation, make work progress risks and impediments visible to the relevant participants. In this scenario, promote visibility of work matters because A backlog contains hidden blockers and stakeholders believe delivery is on schedule. A suitable way to check the response is: Stakeholders see the actual blockers and can help resolve them.

Incorrect Answers

A:

“Expose supplier dependencies and work constraints to those able to act” relates to visibility of dependencies, not the requirement described here. The required response or evidence is: Make work progress risks and impediments visible to the relevant participants.

C:

“Share accurate progress and risk information even when the picture is imperfect” relates to transparency supports trust, not the requirement described here. The required response or evidence is: Make work progress risks and impediments visible to the relevant participants.

D:

“Include the right people across disciplines in improvement decisions” relates to collaborate across silos, not the requirement described here. The required response or evidence is: Make work progress risks and impediments visible to the relevant participants.

Question 30

An internal audit of grant administration at a charitable foundation finds: A team adds a new storage setting that could affect service quality. Which action BEST addresses the identified gap according to ITIL 4 Foundation concepts?

  1. Assess whether the modification could affect services even if invisible to users
  2. Treat this as a change to a service or component that may directly or indirectly affect services
  3. Record it as a known error while permanent resolution remains outstanding
  4. Use release management to make new and changed services or features available for use

Explanation

Correct Answer

B:

For grant administration at a charitable foundation, treat this as a change to a service or component that may directly or indirectly affect services. In this scenario, change definition matters because A team adds a new storage setting that could affect service quality. A suitable way to check the response is: Change records capture the proposed addition and its service risk.

Incorrect Answers

A:

“Assess whether the modification could affect services even if invisible to users” relates to change affects service, not the requirement described here. The required response or evidence is: Treat this as a change to a service or component that may directly or indirectly affect services.

C:

“Record it as a known error while permanent resolution remains outstanding” relates to known error definition, not the requirement described here. The required response or evidence is: Treat this as a change to a service or component that may directly or indirectly affect services.

D:

“Use release management to make new and changed services or features available for use” relates to release management purpose, not the requirement described here. The required response or evidence is: Treat this as a change to a service or component that may directly or indirectly affect services.