Changed ITILFND Exam Questions

ITIL – Foundation (v4) Questions and Answers

Question 25

Identify the missing word in the following sentence.

A known error is a problem that has been [?] and has not been resolved.

closed

logged

analysed

escalated

Question 26

What are the ITIL guiding principles used for?

To help an organization make good decisions

To direct and control an organization

To identify activities that an organization must perform in order to deliver a valuable service

To ensure that an organization’s performance continually meets stakeholders’ expectations

Question 27

Which practice identifies metrics that reflect a customer experience of a service?

Continual improvement

Service level management

Service desk

Problem management

Question 28

When planning ‘continual improvement’, which approach for assessing the current state of a service is

CORRECT?

An organization should always use a single technique to ensure metrics are consistent

An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis

An organization should always develop competencies in methodologies and techniques that will meet their

needs

An organization should always use an approach that combines Lean, Agile and DevOps methodologies