ITIL 4 Practice Quiz: ITIL 4 Foundation Quiz 6

1. Dylan finds a problem in an IT service offered by his organization and identifies a temporary workaround. Where should he document this workaround?

• CMDB
• KEDB
• RFC
• DML

2. Roy recently filed an incident report with the organization’s service desk and is awaiting the assignment of his ticket to an analyst for resolution. What is the correct status of this incident?

• Resolved
• In Progress
• Closed
• Open

3. What availability measure takes place using the Mean Time Between Failures (MTBF)?

• Continuity
• Serviceability
• Maintainability
• Reliability

4. What process is responsible for producing the Service Design Package?

• Supplier Management
• Capacity Management
• Design Coordination
• Service Level Management

5. Which of the following activities does not occur as part of the service portfolio management process?

• Defining the inventory of services
• Chartering services
• Approving modified services
• Forecasting income and expenses

6. Gina is working to provide network connectivity for the organization’s web server. What type of service is she working on?

• Enabling service
• Core service
• Secondary service
• Enhancing service

7. Purchasing insurance is an example of what risk management strategy?

• Risk acceptance
• Risk transference
• Risk avoidance
• Risk mitigation

8. In the service management framework, who is responsible for defining service level targets?

• Customers
• Suppliers
• Functions
• Users

9. What framework offers complementary guidance to ITIL that is specific to IT audits?

• PCI DSS
• NERC CIP
• COBIT
• PMBOK

10. Which one of the following types of information is offered by the ITIL framework?

• Prescriptions
• Requirements
• Best practices
• Standards