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ITIL-4-Foundation Sample Questions Answers

Questions 4

Which is an example o' a service request?

Options:

A.

A request for normal operation to be restored

B.

A request to implement a security patch

C.

A request tor access to a file

D.

A request to investigate the cause of an incident

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Questions 5

Which activity contributes to the ‘where are we now?’ step of the ‘continual improvement’ model?

Options:

A.

Executing improvement actions

B.

Performing baseline assessments

C.

Defining the improvement plan

D.

Understanding the business mission

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Questions 6

In which situation will incident management USUALLY use a separate process?

Options:

A.

Where no target resolution time exists

B.

For low impact incidents

C.

Where the cause must be diagnosed

D.

For information security incidents

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Questions 7

Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?

Options:

A.

Focus on value

B.

Progress iteratively with feedback

C.

Collaborate and promote visibility

D.

Optimize and automate

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Questions 8

Identify the missing word in the following sentence.

The purpose of the ‘supplier management’ practice is to ensure that the organization’s suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.

Options:

A.

measured

B.

rewarded

C.

managed

D.

defined

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Questions 9

Which statement about output is correct?

Options:

A.

They consist of several outcomes.

B.

They capture customer demand for services

C.

They contribute to the achievement of outcomes

D.

They describes how the service performs.

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Questions 10

Which statement about outcome is CORRECT?

Options:

A.

Outcomes rely on outputs to deliver results for a stakeholder

B.

Outcomes use activities to produce tangible or intangible deliverables

C.

Outcomes give service consumers assurance of products or services

D.

Outcomes help a service consumer to assess the cost of a specific activity

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Questions 11

Which is a use of a change schedule?

Options:

A.

Speeding up the planning and authorization of emergency changes

B.

Providing information about deployed changes to help manage incidents and problems

C.

Providing a means of initiating and assessing normal changes

D.

Tracking and managing improvement ideas from identification through to final action

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Questions 12

How should an organization prioritize incidents?

Options:

A.

Ask the user for their preferred resolution timeframe.

B.

Assess the availability of the appropriate support team.

C.

Use an agreed classification which is based on the business impact of the incident.

D.

Create an order of incidents based on the dates and times when they were logged.

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Questions 13

Which of the four dimensions contributes MOST to defining activities needed to deliver services?

Options:

A.

Value streams and processes

B.

Partners and suppliers

C.

Information and technology

D.

Organizations and people

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Questions 14

Which value chain activity is concerned with the availability of service components?

Options:

A.

Design and transition

B.

Deliver and support

C.

Plan

D.

Obtain/build

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Questions 15

What type of change is often used for resolving incidents or implementing security patches?

Options:

A.

Standard change

B.

Normal change

C.

Emergency change

D.

Change model

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Questions 16

When using the ‘continual improvement model, which information should be produced by an organization to understand where the organization is now?

Options:

A.

Business objectives

B.

Improvement plans

C.

Assessment results

D.

Measureable Targets

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Questions 17

What is included in the purpose of the 'release management' practice?

Options:

A.

Authorizing changes to proceed

B.

Making new features available for use

C.

Moving new software to live environments

D.

Ensuring information about services is available

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Questions 18

Which is an input to the service value system?

Options:

A.

The system of directing and controlling an organization

B.

A model to help meet stakeholders expectations

C.

Recommendations to help an organization in all aspects of its work

D.

A need from consumers for new or changes services

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Questions 19

How is a continual improvement register used?

Options:

A.

To record requests for provision of a resource or service

B.

To provide a structured approach to implementing improvements

C.

To organize past, present, and future improvement ideas

D.

To authorize changes to implement improvement initiatives

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Questions 20

Which is part of the value proposition of a service?

Options:

A.

Costs removed from the consumer by the service

B.

Costs imposed on the consumer by the service

C.

Outputs of the service received by the consumer

D.

Risks imposed on the consumer by the service

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Questions 21

What is defined as "any component that needs to be managed in order to deliver an IT service"?

Options:

A.

An event

B.

An IT asset

C.

A configuration item

D.

A change

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Questions 22

Which practice handles all pre-defined user-initiated service actions?

Options:

A.

Deployment management

B.

Incident management

C.

Service level management

D.

Service request management

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Questions 23

Which of the following is included in the purpose of the 'continual improvement' practice?

Options:

A.

The restoration of normal service operation as quickly as possible

B.

The establishment of links between the organization and its stakeholders at strategic and tactical levels

C.

The alignment of the organization's practices and services with changing business needs

D.

The reduction of the likelihood and impact of incidents

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Questions 24

Which is the definition of an IT asset?

Options:

A.

Any financially valuable component that contributes to a service

B.

Any request from a user that is a normal part of service delivery

C.

Any component that needs to be managed to deliver a service

D.

Any change of state that has significance for the management of a service

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Questions 25

Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?

Options:

A.

Service relationship management

B.

Service consumption

C.

The service value system

D.

The release management' practice

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Questions 26

Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?

Options:

A.

Problem identification

B.

Problem control

C.

Error control

D.

Problem analysis

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Questions 27

Which statement about the input and output of the value chain activities is CORRECT?

Options:

A.

Each value chain activity receives inputs and provides outputs

B.

The organization’s governance will determine the inputs and outputs of each value chain activity

C.

Some value chain activities only have input, whereas others only have outputs

D.

Input and output are fixed for each value chain activity

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Questions 28

Identify the missing word in the following sentence.

Sponsor is the role that authorizes budget for service [?)

Options:

A.

value

B.

consumption

C.

management

D.

provision

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Questions 29

Which role would is MOST SUITABLE for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?

Options:

A.

Service level manager

B.

Service desk agent

C.

Change authority

D.

Problem analyst

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Questions 30

Which TWO of the following statements are MOST associated with the optimize and automate' guiding principle?

1. It is important to assess which method of communication is appropriate 'or each type of stakeholder.

2. Complex systems should be designed with an understanding of how the components' parts are related.

3. Organizations should consider whether technology could improve the eficiency o' manual processes.

4 It is important to understand the organization's objectives when assessing the impact of potential improvements.

Options:

A.

1 and 2

B.

2 and 3

C.

3 and 4

D.

1 and 4

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Questions 31

Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost

effectiveness?

Options:

A.

Service operation

B.

Service transition

C.

Continual service improvement

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D.

Service strategy

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Questions 32

Which is an objective of the design coordination process?

Options:

A.

To produce service design packages and ensure they are handed over to service transition

B.

To assess and evaluate all changes and their impact on service designs

C.

To document the initial structure and relationship between services and customers

D.

To gather and document new service level requirements from the customer

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Questions 33

Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?

Options:

A.

Focus on value

B.

Start where you are

C.

Collaborate and promote visibility

D.

Progress iteratively with feedback

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Questions 34

What is a change schedule PRIMARILY used for?

Options:

A.

To help plan, authorize and schedule emergency changes

B.

To publish a list of service requests that users can select

C.

To ensure that a single change authority reviews every change

D.

To help plan changes, assist in communication and avoid conflicts

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Questions 35

What is the purpose of problem management?

Options:

A.

Reduces the likelihood and impact of incidents

B.

Ensures services are restored as soon as possible

C.

Helps direct the incident to the correct support area

D.

Determines how the service provider is perceived

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Questions 36

Which is NOT a structure of service desk that is described in the ITIL service operation guidance?

Options:

A.

Local

B.

Centralized

C.

Outsourced

D.

Virtual

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Questions 37

Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?

Options:

A.

Relationship management

B.

IT asset management

C.

Release management

D.

Service desk

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Questions 38

Which is a purpose of release management?

Options:

A.

To protect the organization’s information

B.

To handle user-initiated service requests

C.

To make new and changed services available for use

D.

To move hardware and software to live environments

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Questions 39

What is the PRIMARY use of a change schedule?

Options:

A.

To support the ‘incident management’ practice and improvement planning

B.

To manage emergency changes

C.

To plan changes and help avoid conflicts

D.

To manage standard changes

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Questions 40

Identify the missing word in the following sentence.

A user is [?] that uses services.

Options:

A.

an organization

B.

a role

C.

a team

D.

a supplier

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Questions 41

Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?

Options:

A.

Keep it simple and practical

B.

Optimize and automate

C.

Progress iteratively with feedback

D.

Focus on value

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Questions 42

Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?

Options:

A.

Service level management

B.

Service desk

C.

Continual improvement

D.

Change enablement

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Questions 43

Which is intended to help an organization adopt and adapt ITIL guidance?

Options:

A.

The four dimensions of service

B.

Practices

C.

The service value chain

D.

The guiding principles

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Questions 44

Which does the ITIL service value system discourage?

Options:

A.

Coordinated authorities and responsibilities

B.

Organizational silos

C.

Interfaces among practices

D.

Organizational agility

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Questions 45

What can be used to help determine the impact level of a problem?

Options:

A.

Definitive media library (DML)

B.

Configuration management system (CMS)

C.

Statement of requirements (SOR)

D.

Standard operating procedures (SOP)

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Questions 46

Which is the CORRECT of the ‘R’ role in a RACI matrix?

Options:

A.

This role ensures that activities are executed correctly

B.

This role has ownership of the end result

C.

This role is involved in providing knowledge and input

D.

This role ensures the flow of information to stakeholders

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Questions 47

How does customer engagement contribute to the 'service level management' practice?

1.It captures information that metrics can be based on

2.It ensures the organization meets defined service levels

3.It defines the workflows for service requests

4.It supports progress discussions

Options:

A.

1 and 4

B.

3 and 4

C.

2 and 3

D.

1 and 2

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Questions 48

Which service management dimension is focused on activities and how these are coordinated?

Options:

A.

Partners and suppliers

B.

Information and technology

C.

Value streams and processes

D.

Organizations and people

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Questions 49

Which statement about the automation of service requests is CORRECT?

Options:

A.

Service requests that cannot be automated should be handled as incidents

B.

Service requests and their fulfillment should be automated as much as possible

C.

Service requests that cannot be automated should be handled as problems

D.

Service requests and their fulfillment should be carried out by service desk staff without automation

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Questions 50

What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?

Options:

A.

Service management

B.

Continual improvement

C.

A service

D.

An IT asset

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Questions 51

Identify the missing word in the following sentence.

A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without

the customer having to manage specific [?] and risks.

Options:

A.

information

B.

utility

C.

warranty

D.

costs

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Questions 52

Which competencies are required by the 'service level management' practice?

Options:

A.

Problem investigation and resolution

B.

Incident analysis and prioritization

C.

Business analysis and commercial management

D.

Balanced scorecard reviews and maturity assessment

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Questions 53

Which statement about costs is CORRECT?

Options:

A.

Costs removed from the consumer are part of service consumption

B.

Costs imposed on the consumer are costs of service utility

C.

Costs removed from the consumer are part of the value proposition

D.

Costs imposed on the consumer are costs of service warranty

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Questions 54

What is an output?

Options:

A.

A possible event that could cause harm or loss

B.

Something created by carrying out an activity

C.

A result for a stakeholder

D.

A change of state that has significance for the management of a configuration item

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Questions 55

What should be done to determine the appropriate metrics for measuring a new service?

Options:

A.

Measuring the performance over the first six months, and basing a solution on the results

B.

Asking customers to provide numerical targets that meet their needs

C.

Using operational data to provide detailed service reports

D.

Asking customers open questions to establish their requirements

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Questions 56

What are the three phases of 'problem management'?

Options:

A.

Problem identification, problem control, error control

B.

Problem analysis, error identification, incident resolution

C.

Problem logging, problem classification, problem resolution

D.

Incident management, problem management, change control

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Questions 57

Identify the missing words in the following sentence.

The management of information security incidents usually requires [?].

Options:

A.

Immediate escalation

B.

Specialist teams

C.

A separate process

D.

Third party support

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Questions 58

What should all 'continual improvement' decisions be based on?

Options:

A.

Accurate and carefully analysed data

B.

Details of how services are measured

C.

A recent maturity assessment

D.

An up-to-date balanced scorecard

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Questions 59

How should the workflow for a new service request be designed?

Options:

A.

Use a single workflow for all types of service request

B.

Leverage existing workflows whenever possible

C.

Use different workflows for each type of service request

D.

Avoid workflows for simple service requests

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Questions 60

How should an organization adopt continual improvement methods?

Options:

A.

Use a new method for each improvement the organization handles

B.

Select a few key methods for the types of improvement that the organization handles

C.

Build the capability to use as many improvement methods as possible

D.

Select a single method for all improvements that the organization handles

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Questions 61

Which of the following can be used to access service desks?

Options:

A.

Phone calls

B.

All of the above

C.

Text and social media messaging

D.

Email

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Questions 62

Which is a key requirement for a successful service level agreement?

Options:

A.

It should be written in legal language

B.

It should be simply written and easy to understand

C.

It should be based on the service provider’s view of the service

D.

It should relate to simple operational metrics

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Questions 63

What is the expected outcome from using a service value chain?

Options:

A.

Service value streams

B.

Value realization

C.

Customer engagement

D.

The application of practices

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Questions 64

Which dimension includes a workflow management system?

Options:

A.

Value streams and processes

B.

Partners and suppliers

C.

Information and technology

D.

Organizations and people

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Questions 65

When should a full risk assessment and authorization be carried out for a standard change?

Options:

A.

Each time the standard change is implemented

B.

When the procedure for the standard change is created

C.

At least once a year

D.

When an emergency change is requested

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Questions 66

Which practice owns and manages issues, queries and requests from users?

Options:

A.

Service desk

B.

Problem management

C.

Incident management

D.

Change control

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Questions 67

Which is a purpose of the 'engage' value chain activity?

Options:

A.

Meeting expectations for quality, costs and time-to-market

B.

Ensuring the continual improvement of services

C.

Ensuring that the organization's vision is understood

D.

Providing transparency and good relationships

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Questions 68

When should a change request be submitted to resolve a problem?

Options:

A.

As soon as a solution for the problem has been identified

B.

As soon as a workaround for the problem has been identified

C.

As soon as the analysis of the frequency and impact of incidents justifies the change

D.

As soon as the analysis of cost, risks and benefits justifies the change

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Questions 69

What is a definition of a problem?

Options:

A.

An unplanned interruption to a service, or reduction in the quality of a service

B.

A cause, or potential cause, of one or more incidents

C.

An incident for which a full resolution is not yet available

D.

Any change of state that has significance for the management of a configuration item (CI)

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Questions 70

What is a cause, or potential cause, of one or more incidents?

Options:

A.

A configuration item

B.

A workaround

C.

An incident

D.

A problem

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Questions 71

What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?

Options:

A.

Customer engagement

B.

Operational metrics

C.

Business metrics

D.

Customer feedback

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Questions 72

Which is part of the definition of a customer?

Options:

A.

The role that defines the requirements for a service

B.

A means of enabling value co-creation

C.

The role that authorizes budget for service consumption

D.

A set of specialized organizational capabilities for enabling value

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Questions 73

Identify the missing word in the following sentence.

A customer define is the [?] for a service and takes responsibility for the outcomes of service consumption.

Options:

A.

Requirements

B.

Resources

C.

Suppliers

D.

products

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Questions 74

Which statement about the ‘service request management’ practice is CORRECT?

Options:

A.

Service requests are fulfilled using simple workflows

B.

A new workflow is created for each type of request

C.

Additional approval is sometimes needed for restoration of service

D.

Financial authorization is sometimes required for service requests

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Questions 75

Which practice's purpose includes creating closer more collaborative relationships?

Options:

A.

Supplier management

B.

Information security management

C.

Release management

D.

Service configuration management

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Exam Code: ITIL-4-Foundation
Exam Name: ITIL 4 Foundation Exam
Last Update: Mar 23, 2024
Questions: 532
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