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ITIL-4-Foundation Sample Questions Answers

Questions 4

Which BEST describe the focus of the 'think and work holistically' principle?

Options:

A.

Considering the existing organizational assets before building something new

B.

Integrating an organization’s activities to deliver value

C.

Eliminating unnecessary steps to deliver valuable outcomes

D.

Breaking down large initiative into smaller pieces of work

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Questions 5

Identify the missing word in the following sentence.

The purpose of the service configuration management practice to to ensure mat accurate and reliable information about the configuration of [?], and the is that support mem, is available when and where it to needed.

Options:

A.

organizations

B.

outcomes

C.

IT assets

D.

services

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Questions 6

Which process is used to compare the value that new services offer with the value of the services they have

replaced?

Options:

A.

Availability management

B.

Capacity management

C.

Service portfolio management

D.

Service catalogue management

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Questions 7

Which is a key requirement for successful service level agreements (SLAs)?

Options:

A.

They should be written using language and terms which all parties will understand

B.

They should be based on system-based metrics which are useful to the service provider

C.

They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service

D.

They should avoid ambiguous targets such as those relating to user experience

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Questions 8

Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?

Options:

A.

Relationship management

B.

Change control

C.

Release management

D.

Monitoring and event management

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Questions 9

What do customer perceptions and business outcomes help to define?

Options:

A.

The value of a service

B.

Service metrics

C.

The total cost of a service

D.

Key performance indicators (KPIs)

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Questions 10

Which statement about IT service management is CORRECT?

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Options:

A.

It is performed by customers using a mix of IT systems, services and processes

B.

It is performed by IT service providers using a mix of suppliers and their products

C.

It is performed by the service desk using a mix of people, process and technology

D.

It is performed by IT service providers using a mix of people, process and technology

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Questions 11

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 12

What can a service remove from the consumer and impose on the consumer?

Options:

A.

Utility

B.

Asset

C.

Cost

D.

Outcome

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Questions 13

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 14

How should an organization include third-party suppliers in the continual improvement of services?

Options:

A.

Ensure suppliers include details of their approach to service improvement in contracts

B.

Require evidence that the supplier uses agile development methods

C.

Require evidence that the supplier implements all improvements using project management practices

D.

Ensure that all supplier problem management activities result in improvements

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Questions 15

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 16

What is the purpose of the ‘incident management’ practice?

Options:

A.

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

B.

To capture demand for incident resolution and service requests

C.

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

D.

To support the agreed service quality by effective handling of all agreed user-initiated service requests

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Questions 17

What are guiding principles?

Options:

A.

A set of interconnected activities that help an organization deliver a valuable service

B.

A description of one or more services that help address the needs of a target consumer group

C.

A set of specialized organizational capabilities for enabling value for customers

D.

Recommendations that help an organization when adopting a service management approach

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Questions 18

Which statement about the ‘change enablement’ practice is CORRECT?

Options:

A.

Service requests are usually normal changes that can be implemented quickly without authorization

B.

Emergency changes are changes that must be fully tested and fully documented prior to implementation

C.

Standard changes are changes that need to be scheduled, assessed and authorized following a standard process

D.

Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited

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Questions 19

Why should some service requests be fulfilled with no additional approvals?

Options:

A.

To ensure that spending is properly accounted for

B.

To ensure that information security requirements are met

C.

To streamline the fulfillment workflow

D.

To set user expectations for fulfillment times

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Questions 20

A user wants to know how to create a report so they come into contact with the service desk.

Which practice is MOST likely to help with the solution of this issue?

Options:

A.

Incident management

B.

Service level management

C.

Service request management

D.

Change enablement

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Questions 21

What are the KEY stakeholder groups mat service providers should cooperate with?

Options:

A.

Suppliers

B.

Customers

C.

Relationship managers

D.

Developers

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Questions 22

Which is the BEST type of resource for investigating complex incidents?

Options:

A.

Self-help systems

B.

Knowledgeable support staff

C.

Detailed work instructions

D.

Disaster recovery plans

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Questions 23

Which practice makes use of methods from Lean. Agile and DevOps?

Options:

A.

Service desk

B.

Continual improvement

C.

Problem management

D.

Incident management

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Questions 24

Which two practices interact the MOST with the service desk practice?

Options:

A.

Incident management and service request management

B.

Service request management and deployment management

C.

Deployment management and change enablement

D.

Change enablement and incident management

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Questions 25

Which practices is MOST associate with the use of empathy to understand users?

Options:

A.

Service desk

B.

Continual improvement

C.

Service level management

D.

Change enablement

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Questions 26

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 27

A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?

Options:

A.

As an event

B.

As a problem

C.

As a service request

D.

As a change request

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Questions 28

How does information about problems and known errors contribute to 'incident management'?

Options:

A.

It enables the reassessment of known erros

B.

It enables quick and efficient diagnosis of incidents

C.

It removes the need for collaboration during incident resolution

D.

It removes the need for regular customer updates

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Questions 29

Which dimension considers the application of artificial intelligence to service management?

Options:

A.

Organizations and people

B.

Information and technology

C.

Partners and suppliers

D.

Value streams and processes

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Questions 30

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 31

Which statement about change authorization is CORRECT?

Options:

A.

A change authority should be assigned to each type of change and change model

B.

Centralizing change authorization to a single person is the most effective means of authorization

C.

The authorization of normal changes should be expedited to ensure they can be implemented quickly

D.

Standard changes are high risk and should be authorized by the highest level of change authority

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Questions 32

Which gives a user access to a system?

Options:

A.

Service requirement

B.

Service agreement

C.

Service consumption

D.

Service provision

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Questions 33

Which will help solve incidents more quickly?

Options:

A.

Target resolution times

B.

Escalating all incidents to support teams

C.

Collaboration between teams

D.

Detailed procedural steps for incident investigation

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Questions 34

Which role approves the cost of services?

Options:

A.

User

B.

Change authority

C.

Sponsor

D.

Customer

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Questions 35

What describes how components and activities work together to facilitate value creation?

Options:

A.

The ITIL service value system

B.

The ITIL guiding principles

C.

The four dimensions of service management

D.

A service relationship

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Questions 36

Which statement about managing incidents is CORRECT?

Options:

A.

Low impact incidents should be resolved efficiently, making logging unnecessary

B.

The 'incident management' practice should use a single process regardless of the impact of the incident

C.

Low impact incidents should be resolved efficiently so the resource required is reduced

D.

Incidents with the lowest impact should be resolved first

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Questions 37

Which practice has a purpose to support the quality of the service by handling all agreed user initiated service

requests?

Options:

A.

Change control

B.

IT asset management

C.

Service desk

D.

Service request management

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Questions 38

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 39

Which statement about problems is CORRECT?

Options:

A.

Problems are not related to incidents.

B.

Problems must be resolved quickly in order to restore normal business activity.

C.

Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis.

D.

Problem prioritization involves risk assessment.

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Questions 40

Identity the missing word(s) in the following sentence.

The purpose of the problem management practice is to reduce the likelihood and impact o' incidents by identifying actual and potential causes of incidents, and managing workarounds and [?].

Options:

A.

events

B.

charges

C.

IT assets

D.

known errors

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Questions 41

A service offering may include, access to resources, and service actions, which is an example of a service action?

Options:

A.

A mobile phone enables a user to work remotely

B.

A password allows a user connect to a Wifi network

C.

A license allows a user to install a software product

D.

A service desk agent provides support to user.

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Questions 42

Which is the addition, modification or removal of anything that could have an effect on services?

Options:

A.

A change

B.

An event

C.

An incident

D.

A problem

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Questions 43

Which practice nurtures links with stakeholders at strategic and tactical levels'?

Options:

A.

Supplier management

B.

Relationship management

C.

Continual improvement

D.

Service level management

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Questions 44

Which is the MOST LIKELY way of resolving major incidents?

Options:

A.

Users establishing a resolution using serf-help

B.

The service desk identifying the cause and a resolution

C.

A temporary team working together to identity a resolution

D.

A support team following detailed procedures for investigating the incident

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Questions 45

Which step of the 'continual improvement model' defines measurable targets?

Options:

A.

how we get there?

B.

Where are we now?

C.

What is the vision?

D.

Where do we want to be?

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Questions 46

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 47

Which of the following should IT service continuity strategy be based on?

1. Design of the service metrics

2. Business continuity strategy

3. Business impact analysis (BIA)

4. Risk assessment

Options:

A.

1, 2 and 4 only

B.

1, 2 and 3 only

C.

2, 3 and 4 only

D.

1, 3 and 4 only

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Questions 48

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 49

Which is the BEST example of an emergency change?

Options:

A.

The implementation of a planned new release of a software application

B.

A low-risk computer upgrade implemented as a service request

C.

The implementation of a security patch to a critical software application

D.

A scheduled major hardware and software implementation

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Questions 50

How do all value chain activities transform inputs to outputs?

Options:

A.

By using a combination of practices

B.

By using a single functional team

C.

By determining service demand

D.

By implementing process automation

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Questions 51

What is the CORRECT definition of service management?

Options:

A.

A set of specialized assets for transitioning services into the live operational environment

B.

A set of specialized organizational capabilities for delivering value to customers in the form of services

C.

The capability of supplier to deliver services to providers in exchange for money

D.

The capability of service providers to minimize their costs without reducing the value of the services

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Questions 52

Which are phases of the release and deployment process?

1. Release build and test

2. Review and close

3. Categorize and record

4. Change authorization and schedule

Options:

A.

1 and 2

B.

1 and 3

C.

2 and 4

D.

3 and 4

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Questions 53

Which statement about metrics is CORRECT?

Options:

A.

Process metrics can be used to measure end-to-end service performance

B.

Technology metrics can be used to measure component performance and availability

C.

Process metrics can be used to measure the utilization of a supplier’s network

D.

Technology metrics can be used to determine the overall health of a process

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Questions 54

Which practice has a purpose that includes restoring normal service operation as quickly as possible?

Options:

A.

Problem management

B.

Incident management

C.

Deployment management

D.

Supplier management

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Questions 55

Which directly assists with the diagnosis and resolution of simple incidents?

Options:

A.

Scripts for collecting user information

B.

Use of shift working patterns

C.

Fulfillment of service requests

D.

Creation of a temporary team

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Questions 56

Which is a result of applying the guiding principle ‘progress iteratively with feedback’?

Options:

A.

The ability to discover and respond to failure earlier

B.

Standardization of practices and services

C.

Understanding the customer’s perception of value

D.

Understanding the current state and identifying what can be reused

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Questions 57

Which should be handled by ‘service request management’?

Options:

A.

A request to implement a security patch

B.

A request to provide a laptop

C.

A request to resolve an error in a service

D.

A request to change a target in a service level agreement

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Questions 58

Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

Options:

A.

Service request management

B.

Service level management

C.

Incident management

D.

Change management

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Questions 59

What varies in size and complexity, and uses functions to achieve its objectives?

Options:

A.

A risk

B.

An organization

C.

A practice

D.

An outcome

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Questions 60

Which skill is required by the ‘service level management’ practice?

Options:

A.

Supplier management

B.

Technical expertise

C.

Event monitoring

D.

Problem management

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Questions 61

Which dimension of service management includes consideration of the type of relationship required with other organizations involved in the design and delivery of services?

Options:

A.

Organizations and people

B.

Information and technology

C.

Partners and suppliers

D.

Value streams and processes

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Questions 62

Which practice recommends that organizations develop competencies »n techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?

Options:

A.

Incident management

B.

Continual improvement

C.

Service request management

D.

Change enablement

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Questions 63

Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?

Options:

A.

Service desk

B.

Continual improvement

C.

Problem management

D.

Incident management

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Questions 64

Identify the missing word in the following sentence.

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

Options:

A.

closed

B.

logged

C.

analysed

D.

escalated

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Questions 65

Which statement about outcomes is CORRECT?

Options:

A.

Outcomes help service consumers achieve outputs

B.

Outcomes are one or more services that fulfil the needs of a service consumer

C.

Service providers help service consumers achieve outcomes

D.

Helping service consumers achieve outcomes reduces service provider costs

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Questions 66

Which helps to manage an incident when it is unclear which support team should be working on the incident?

Options:

A.

Disaster recovery plans

B.

Swarming

C.

Target resolution times

D.

Self-help

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Questions 67

Which practice provides support for managing feedback, compliments and complaints from users?

Options:

A.

Change control

B.

Service request management

C.

Problem management

D.

Incident management

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Questions 68

Which is an activity in the 'Problem control' phase of problem management?

Options:

A.

Re-assessing a known error to manage the ongoing impact.

B.

Reviewing incident records to identity trends

C.

Implementing a technical fix to resolve an issue

D.

Documenting the steps in workaround

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Questions 69

Which is described by the ‘organizations and people’ dimension of service management?

Options:

A.

Communication and collaboration

B.

Workflows and controls

C.

Inputs and outputs

D.

Contracts and agreement

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Questions 70

Which practice requires focus and effort to engage and listen to the requirements, issues, concerns and daily needs of customers?

Options:

A.

Service desk

B.

Supplier Management

C.

Service request management

D.

Service level management

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Questions 71

Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?

Options:

A.

Incident management

B.

Service level management

C.

Problem management

D.

Service request management

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Questions 72

What type of change is MOST likely to be managed by the 'service request management' practice?

Options:

A.

An emergency change

B.

A normal change

C.

An application change

D.

A standard change

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Questions 73

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 [?]

are managed appropriately to support the seamless provision of quality products and services.

Options:

A.

costs

B.

users

C.

value

D.

performances

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Questions 74

Which is NOT a key focus of the 'information and technology' dimension?

Options:

A.

Workflow management and inventory systems

B.

Communication systems and knowledge bases

C.

Roles and responsibilities

D.

Security and compliance

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Questions 75

Arrange the following steps of software lifecycle in correct order.

1. Retire

2. Test

3. Operate

4. Deploy

5. Ideation

6. Develop

7. Design

Options:

A.

Ideation, Design, Develop, Deploy, Test, Operate, Retire

B.

Retire, Test, Operate, Deploy, Ideation, Develop, Design

C.

None of the above

D.

Ideation, Test, Develop, Deploy, Design, Operate, Retire

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Questions 76

Which activity is part of the 'continual improvement' practice?

Options:

A.

Populating and maintaining the asset register

B.

Providing a clear path for users to report issues, queries, and requests

C.

Delivering tactical and operational engagement with customers

D.

Identifying and logging opportunities

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Questions 77

Which guiding principle helps to ensure that better information is available for decision making?

Options:

A.

Keep it simple and practical

B.

Collaborate and promote visibility

C.

Optimize and automate

D.

Think and work holistically

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Questions 78

Which statement about a ‘continual improvement register’ is CORRECT?

Options:

A.

It should be managed at the senior level of the organization

B.

It should be used to capture user demand

C.

There should only be one for the whole organization

D.

It should be re-prioritized as ideas are documented

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Questions 79

Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

Options:

A.

Incident management

B.

Continual improvement

C.

Service request management

D.

Problem management

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Questions 80

What should be done for every problem?

Options:

A.

It should have a workaround to reduce the impact

B.

It should be prioritized based on its potential impact and probability

C.

It should be resolved so that it can be closed

D.

It should be diagnosed to identify possible solutions

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Questions 81

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 82

What does ‘change enablement’ PRIMARILY focus on?

Options:

A.

Changes to service levels

B.

Changes to products and services

C.

Changes to organizational structure

D.

Changes to skills and competencies

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Questions 83

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 84

What three elements make up the Service Portfolio?

Options:

A.

Customer portfolio, service catalogue and retired services

B.

Customer portfolio, configuration management system and service catalogue

C.

Service pipeline, service catalogue and retired services

D.

Service pipeline, configuration management system and service catalogue

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Questions 85

For which purpose would the continual improvement practice use a SWOT analysis?

Options:

A.

Understanding the current state

B.

Defining the future desired state

C.

Tracking and managing ideas

D.

Ensuring everyone actively participates

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Questions 86

What is the difference between the 'incident management' and 'service desk' practices?

Options:

A.

Incident management restores service operation, service desk provides communication with users

B.

incident management manages interruptions to service desk monitors achieved service quality

C.

incident management resolves issues, service desk investigates the underlying causes of issues

D.

incident management resolves complex issues, service desk resolve simpler issues.

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Questions 87

What is defined as "the role that uses services?

Options:

A.

Service consumer

B.

Customer

C.

User

D.

Sponsor

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Questions 88

What is MOST LIKELY to be handled as a service request?

Options:

A.

An emergency change to apply a security patch

B.

The implementation of a workaround

C.

Providing a virtual server for a development team

D.

Managing an interruption to a service

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Questions 89

What is the difference between the 'incident management" and 'service desk’ practices'?

Options:

A.

Incident management restores service operation; service desk provides communication with users

B.

Incident management resolves complex issues, service desk reserves simpler issues

C.

Incident What is the difference between the 'incident management" and 'service

D.

Incident management manages interruptions to services, service desk monitors achieved service quality

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Questions 90

Which statement about outcomes is CORRECT?

Options:

A.

Outcomes enable products to be delivered to a stakeholder

B.

An outcome defines the amount of money spent on technology for a service

C.

An outcome depends on at least one output to deliver a result

D.

Outcomes provide assurance to stakeholders on how a service performs

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Questions 91

Which activity is NOT recommended by the 'start where you are' guiding principle?

Options:

A.

Involving people who are not familiar with a service when observing and assessing its activities

B.

Applying risk management when considering to introduce new processes

C.

Using source data to avoid any unintentional data distortion found in reports

D.

Discarding existing processes before assessing their usefulness

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Questions 92

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

CORRECT?

Options:

A.

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

B.

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

C.

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

needs

D.

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

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Questions 93

Which is the purpose of the 'monitoring and event management' practice?

Options:

A.

To ensure that accurate and reliable information about the configuration of services is available when and where it is needed

B.

To systematically observe services and service components, and record and report selected changes of state

C.

To protect the information needed by the organization to conduct its business

D.

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

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Questions 94

Which practices are typically involved in the implementation of a problem resolution?

1. Continual improvement

2. Service request management

3. Service level management

4. Change control

Options:

A.

1 and 2

B.

1 and 4

C.

3 and 4

D.

2 and 3

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Questions 95

What is described by the service value system?

Options:

A.

How to apply the systems approach of the guiding principle think and work holistically

B.

Services based on one or more products, designed to address needs of a target consumer group

C.

How all the components and activities of the organization work together as a system to enable value creation

D.

Joint activities performed by a service provider and a service consumer to ensure continual value co-creation

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Questions 96

Identify the missing word in the following sentence.

The use of [?] should support, not replace what is observed, when using the 'start where you are1 guiding principle.

Options:

A.

plans

B.

measurement

C.

process

D.

tools

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Questions 97

Which dimension considers data security and privacy?

Options:

A.

Organizations and people

B.

Information and technology

C.

Partners and suppliers

D.

Value streams and processes

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Questions 98

Which will NOT be handled as a service request?

Options:

A.

The degradation of a service

B.

The replacement of a toner cartridge

C.

The provision of a laptop

D.

A complaint about a support team

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Questions 99

Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?

Options:

A.

Optimize and automate

B.

Start where you are

C.

Focus on value

D.

Progress iteratively with feedback

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Questions 100

Which statement about the known error database (KEDB) is CORRECT?

Options:

A.

It is maintained by the service desk and updated with the details of each new incident

B.

It is a part of the configuration management database (CMDB) and contains workarounds

C.

It is maintained by problem management and is used by the service desk to help resolve incidents

D.

It is maintained by incident management and contains solutions to be implemented by problem

management

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Questions 101

An SLA is a service level agreement.

Which describes the ‘watermelon SLA’ effect?

Options:

A.

A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers’ experiences.

B.

The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.

C.

SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.

D.

Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.

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Questions 102

What must always be done before an activity is automated?

Options:

A.

Check that the activity has already been optimized

B.

Check that suitable new technology has been purchased

C.

Ensure that DevOps has been successfully implemented

D.

Ensure the solution removes the need for human intervention

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Questions 103

Which value chain activity communicates the current status of all four dimensions of service management?

Options:

A.

Improve

B.

Engage

C.

Obtain/build

D.

Plan

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Questions 104

What takes place in the “Did we get there?” step of the continual service improvement (CSI) approach?

Options:

A.

An initial baseline assessment

B.

The production of a detailed CSI plan

C.

Verifying that improvement targets have been achieved

D.

Understanding priorities for improvement

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Questions 105

Which is considered by the ‘partners and suppliers’ dimension?

Options:

A.

Using artificial intelligence

B.

Defining controls and procedures

C.

Using formal roles and responsibilities

D.

Working with an integrator to manage relationships

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Questions 106

What should a release policy include?

Options:

A.

The process owner and process manager for each type of release

B.

The roles and responsibilities for incident and problem resolution

C.

The naming convention and expected frequency of each type of release

D.

The naming convention for all configuration items (CI) recorded in the configuration management system

(CMS)

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Questions 107

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 108

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 109

Which stakeholders co-create value in a service relationship?

Options:

A.

Investor and consumer

B.

Investor and supplier

C.

Consumer and provider

D.

Provider and supplier

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Questions 110

Which TWO statements about an organization’s culture are CORRECT? (Choose two.)

1. It is created from shared values based on how it carries out its work

2. It is determined by the type of technology used to support services

3. It should be based on the culture of prospective suppliers

4. It should be based on the objectives of the organization

Options:

A.

1 and 2

B.

2 and 3

C.

3 and 4

D.

1 and 4

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Questions 111

How should automation be implemented?

Options:

A.

By initially concentrating on the most complex tasks

B.

By optimizing as much as possible first

C.

By replacing human intervention wherever possible

D.

By replacing the existing tools first

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Questions 112

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 113

What is the purpose of the 'relationship management' practice?

Options:

A.

To support the agreed quality of a service handling all agreed, userinitiated service requests

B.

To set clear business-based targets for service performance

C.

To establish and nurture the links between the organization and its stakeholders

D.

To align the organization's practices and services with changing business needs

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Questions 114

What is typically needed to assign complex incidents to support groups?

Options:

A.

The incident priority

B.

The incident category

C.

A change schedule

D.

A self-help tool

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Questions 115

Identify the missing word in the following sentence.

A change is defined as the addition, modification, or removal of anything that could have a direct or indirect

effect on [?].

Options:

A.

assets

B.

values

C.

elements

D.

services

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Questions 116

Which service level metrics are BEST for measuring user experience?

Options:

A.

Single system-based metrics

B.

Metrics for the percentage of uptime of a service

C.

Operational metrics

D.

Metrics linked to defined outcomes

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Questions 117

What is the starting point for optimization?

Options:

A.

Standardizing practices and services

B.

Determining where the most positive impact would be

C.

Securing stakeholder engagement

D.

Understanding the vision and objectives of the organization

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Questions 118

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 119

Which practice has a purpose that includes observing a service to report selected changes of state identified as events?

Options:

A.

Incident management

B.

Monitoring and event management

C.

Change control

D.

Information security management

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Questions 120

Which dimension considers how knowledge assets should be protected?

Options:

A.

Organizations and people

B.

Partners and suppliers

C.

Information and technology

D.

Value streams and processes

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Questions 121

Which is part of service provision?

Options:

A.

The management of resources configured to deliver the service

B.

The management of resources needed to consume the service

C.

The grouping of one or more services based on one or more products

D.

The joint activities performed to ensure continual value co-creation

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Questions 122

Which ITIL practice has a purpose that includes reducing the likelihood of incidents?

Options:

A.

Change control

B.

Continual improvement

C.

Problem management

D.

Service desk

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Questions 123

Which statement about a service value stream is CORRECT?

Options:

A.

it uses inputs and outputs prescribed by ITIL

B.

It is a service value chain activity

C.

It integrates practices for a specific scenario

D.

It provides an operating model for service providers

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Questions 124

What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues? They also have good communication skills, high emotional intelligence, and a broad understanding of IT technology.

Options:

A.

Service level manager

B.

Service desk agent

C.

Change authority

D.

Problem analyst

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Questions 125

Which Guiding principle says that it is not usually necessary to build something new?

Options:

A.

Focus on value

B.

start where you are

C.

Progress iteratively with feedback

D.

Think and work holistically

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Questions 126

Which statement about value creating activities is CORRECT?

Options:

A.

Each value stream should be designed with a specific combination of service value chain activities

B.

Service value chain activities have pre-determined dependencies on ITIL practices

C.

A value stream is an operating model for creating value through products and services

D.

Organizations should ensure that each value stream is applicable to many scenarios

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Questions 127

What can be described as an operating model for the creation and management of products and services?

Options:

A.

Governance

B.

Service value chain

C.

Guiding principles

D.

Practices

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Questions 128

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 129

Which two are considered part of the ‘organizations and people’ dimension of service management?

1.Systems of authority

2.Culture

3.Relationships between organizations

4.Workflows

Options:

A.

1 and 2

B.

2 and 3

C.

3 and 4

D.

1 and 4

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Questions 130

What can help to reduce resistance to a planned improvement when applying the guiding principle ‘collaborate and promote visibility’?

Options:

A.

Restricting information about the improvement to essential stakeholders only.

B.

Increasing collaboration and visibility for the improvement.

C.

Involving customers after all planning has been completed.

D.

Engaging every stakeholder group in the same way, with the same communication.

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Questions 131

Which statement about the 'continual improvement model' is CORRECT?

Options:

A.

Organizations should work through the steps of the model in the sequence in which they are presented

B.

The low of the model helps organizations to link improvements to its goals

C.

The model is applicable to only certain parts of the service value system

D.

Organizations should use an additional model or method to link improvements to customer value

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Questions 132

Which is an activity of ‘problem identification’?

Options:

A.

Analyzing information from software developers

B.

Establishing problem workarounds

C.

Analyzing the cause of problems

D.

Establishing potential permanent solutions

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Questions 133

Which of the following is NOT recommended by the guiding principle 'start where you are?

Options:

A.

Asking questions that appear to be stupid

B.

Identifying what is available to be leveraged

C.

Building something completely new

D.

Collecting data directly from the source

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Questions 134

Which is the BEST example of a standard change?

Options:

A.

The review and authorization of a change requested by a customer

B.

The implementation of a critical software patch in response to a vendor security Issue

C.

The Installation of a software application in response to a service request

D.

The replacement of a component in response to a major incident

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Questions 135

Which is NOT a component of the service value system?

Options:

A.

The service value chain

B.

Opportunity and demand

C.

Continual improvement

D.

Governance

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Questions 136

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 137

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 138

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 139

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 140

A flaw in an application could cause a service to fail IT staff are actively analysing the application to try and understand what is going on. What is the correct name for this type of flaw?

Options:

A.

Problem

B.

Incident

C.

Event

D.

Known error

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Questions 141

Which is a low risk change that has been pre-approved so that no additional authorization is needed?

Options:

A.

A standard change

B.

A change model

C.

An emergency change

D.

A normal change

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Questions 142

Which is included in the purpose of the 'improve' value chain activity?

Options:

A.

Ensuring the continual improvement of practices across all value chain activities

B.

Ensuring that services continually meet expectations for quality, costs, and lime to market

C.

Ensuring a shared understanding of the improvement direction for services across the organization

D.

Ensuring continual engagement and good relationships with all stakeholders

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Questions 143

Which practice balance management of risk with maximizing throughput?

Options:

A.

Change enablement

B.

Continual improvement

C.

Incident management

D.

Problem management

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Questions 144

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 145

What is the definition of “service management”?

Options:

A.

A result for a stakeholder enabled by one or more outputs

B.

A formal description of one or more services, designed to address the needs of a target consumer group

C.

Join activities performed by a service provider and a service consumer to ensure continual value co-creation

D.

A set of specialized organizational capabilities for enabling value for customers in the form of services.

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Questions 146

Which service value chain activity deals with the purchase of new products?

Options:

A.

Engage

B.

Obtain/build

C.

Plan

D.

Improve

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Questions 147

Which statement about emergency changes is CORRECT?

Options:

A.

Emergency changes are low risk and well understood

B.

Authorization of emergency changes may be deferred until after implementation

C.

It is necessary to complete all documentation before an emergency charge is implemented

D.

Emergency changes are not usually recorded in the change schedule

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Questions 148

Which is described by the 'organizations and people' dimension of service management?

Options:

A.

Workflows and controls

B.

Communication and collaboration

C.

Inputs and outputs

D.

Contracts and agreements

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Questions 149

When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?

Options:

A.

Analysis Paralysis

B.

Direct observation

C.

Minimum viable product

D.

Feedback loop

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Questions 150

Which practice performs reviews to ensure that services continue to meet the needs of the customers?

Options:

A.

Monitoring and event management

B.

Service level management

C.

Change enablement

D.

Service desk

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Questions 151

Which practice conducts reviews to validate that services are covering the needs of the customer?

Options:

A.

Monitoring and event management

B.

Service level management

C.

Change enablement

D.

Service desk

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Questions 152

Which service value chain activity relates with buying new products?

Options:

A.

Engage

B.

Obtain/build

C.

Plan

D.

Improve

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Questions 153

Identify the missing work in the following sentence.

An organization which is undertaking an improvement initiative should [?] the existing methods and services when building for the future.

Options:

A.

Consider

B.

Discard

C.

Re-use

D.

Improve

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Questions 154

Which is the MOST important stakeholder group that a service provider needs to collaborate with?

Options:

A.

Suppliers

B.

Customers

C.

Relationship managers

D.

Developers

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Questions 155

Which practice ensures that a variety of access channels are available for users to report issues?

Options:

A.

Service desk

B.

Service level management

C.

Incident management

D.

Change enablement

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Questions 156

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 157

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 158

Which is the FIRST thing to consider when focusing on value?

Options:

A.

Identifying the service customer who will receive value

B.

Defining customer experience and user experience

C.

Understanding what is valuable to the service consumer

D.

Ensuring value is co-created by improvement initiatives.

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Questions 159

Which practice needs the right culture to be embedded across the entire organization?

Options:

A.

Service level management

B.

Service request management

C.

Continual improvement

D.

Change enablement

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Exam Code: ITIL-4-Foundation
Exam Name: ITIL 4 Foundation Exam
Last Update: May 16, 2024
Questions: 532
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