ITIL 4 Foundation Exam practice

What is the purpose of the 'deployment management' practice? A. To ensure services achieve agreed and expected performance B. To make new or changed services available for use C. To move new or changed components to live environments D. To set clear business-based targets for service performance

Answer: C

In which TWO situations should the ITIL guiding principles be considered? 1. In every initiative 2. In relationships with all stakeholders 3. Only in specific initiatives where the principle is relevant 4. Only in specific stakeholder relationships where the principle is relevant A. 1 and 2 B. 1 and 4 C. 2 and 3 D. 3 and 4

Answer: A

What are 'engage', 'plan' and 'improve' examples of? A. Service value chain activities B. Service level management C. Service value chain inputs D. Change control

Answer: A

What are the ITIL guiding principles used for? A. To help an organization make good decisions B. To direct and control an organization C. To identify activities that an organization must perform in order to deliver a valuable service D. To ensure that an organization's performance continually meets stakeholders' expectations

Answer: A

What are the types of asset management? A. IT asset management and software asset management B. Operational and technical management C. IT asset management and technical management D. Operational management and IT asset management

Answer: A

Which describes normal changes? A. Changes that need to be scheduled and assessed following a process B. Changes that are low-risk and pre-authorized C. Changes that are typically initiated as service requests D. Changes that must be implemented as soon as possible

Answer: A

Which dimension includes a workflow management system? A. Value streams and processes B. Partners and suppliers C. Information and technology D. Organizations and people

Answer: A

Which dimension includes activities and workflows? A. Value streams and processes B. Partners and suppliers C. Information and technology D. Organizations and people

Answer: A

Which of these should be logged and managed as a problem? A. Trend analysis shows a large number of similar incidents B. A user requests delivery of a laptop C. A monitoring tool detects a change of state for a service D. 'Continual improvement' needs to prioritize an improvement opportunity

Answer: A

Which practice owns and manages issues, queries and requests from users? A. Service desk B. Problem management C. Incident management D. Change control

Answer: A

Which statement about outcomes is CORRECT? A. An outcome can be enabled by more than one output B. Outcomes are how the service performs C. An output can be enabled by one or more outcomes D. An outcome is a tangible or intangible activity

Answer: A

Which statement about service desks is CORRECT? A. The service desk should work in close collaboration with support and development teams B. The service desk should rely on self-service portals instead of escalation to support teams C. The service desk should remain isolated from technical support teams D. The service desk should escalate all technical issues to support and development teams

Answer: A

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. A. information B. utility C. warranty D. costs

Answer: D

A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed? A. As an event B. As a problem C. As a service request D. As a change request

Answer: B

Arrange the following steps of software lifecycle in correct order. 1. Retire 2. Test 3. Operate 4. Deploy 5. Ideation 6. Develop 7. Design 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 item

Answer: B

What should be done for every problem? 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

Answer: B

Which describes outcomes? A. Tangible or intangible deliverables B. Results desired by a stakeholder C. Configuration of an organization's resources D. Functionality offered by a product or service

Answer: B

Which guiding principle helps to ensure that better information is available for decision making? A. Keep it simple and practical B. Collaborate and promote visibility C. Optimize and automate D. Think and work holistically

Answer: B

Which guiding principle recommends coordinating all dimensions of service management? A. Start where you are B. Think and work holistically C. Keep it simple and practical D. Progress iteratively with feedback

Answer: B

Which of the following can be used to access service desks? A. Phone calls B. All of the above C. Text and social media messaging D. Email

Answer: B

Which of the following is an example of incident? A. A backup server is being rebooted while services are running on the primary server B. An application is not available during the business hours C. A user has requested access to a shared repository D. A user wants to reset the password of a server

Answer: B

Which practice identifies metrics that reflect a customer experience of a service? A. Continual improvement B. Service level management C. Service desk D. Problem management

Answer: B

Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence? A. Release management B. Service desk C. Problem management D. Supplier management

Answer: B

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 A. 1 and 2 B. 1 and 4 C. 3 and 4 D. 2 and 3

Answer: B

Which statement about the steps to fulfill a service request is CORRECT? A. They should be complex and detailed B. They should be well-known and proven C. They should include incident handling D. They should be brief and simple

Answer: B

What helps diagnose and resolve a simple incident? A. Rapid escalation B. Formation of a temporary team C. The use of scripts D. Problem prioritization

Answer: C

What is defined as any component that needs to be managed in order to deliver an IT service? A. A service request B. An IT asset C. A configuration item (CI) D. An incident

Answer: C

What is the purpose of the 'information security management1 practice? A. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed B. To observe services and service components C. To protect the information needed by the organization to conduct its business D. To plan and manage the full lifecycle of all IT assets

Answer: C

What is the purpose of the 'relationship management' practice? A. To support the agreed quality of a service handling all agreed, user initiated 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

Answer: C

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

Answer: C

Which ITIL guiding principle recommends using existing services, processes and tools when improving services? A. Progress iteratively with feedback B. Keep is simple and practical C. Start where you are D. Focus on value

Answer: C

Which activity captures the demand for incident resolution and service requests? A. Change control B. Problem management C. Service desk D. Service catalog management

Answer: C

Which competencies are required by the 'service level management' practice? A. Problem investigation and resolution B. Incident analysis and prioritization C. Business analysis and commercial management D. Balanced scorecard reviews and maturity assessment

Answer: C

Which describes a set of defined steps for implementing improvements? A. The 'improve' value chain activity B. The 'continual improvement register' C. The 'continual improvement model' D. The 'engage' value chain activity

Answer: C

Which guiding principle recommends eliminating activities that do not contribute to the creation of value? A. Start where you are B. Collaborate and promote visibility C. Keep it simple and practical D. Optimize and automate

Answer: C

Which guiding principle recommends using the minimum number of steps necessary to achieve an objective? A. Progress iteratively with feedback B. Think and work holistically C. Keep it simple and practical D. Focus on value

Answer: C

Which skill is an essential part of the 'service level management' practice? A. Problem analysis B. Technical knowledge C. Listening D. Diagnosis

Answer: C

Which statement about costs is CORRECT? 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 9 D. Costs imposed on the consumer are costs of service warranty

Answer: C

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. A. costs B. users C. value D. performances

Answer: D

Identify the missing word in the following sentence. The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the [?] that support them, is available when and where it is needed. A. suppliers B. assets C. customers D. CIs

Answer: D

What is a recommendation of the 'focus on value' guiding principle? A. Make 'focus on value' a responsibility of the management B. Focus on the value of new and significant projects first C. Focus on value for the service provider first D. Focus on value at every step of the improvement

Answer: D

What is an IT asset? A. The removal of anything that could have a direct or indirect effect on services B. Any component that needs to be managed in order to deliver a service C. A request from a user that initiates a service action D. Any financially valuable component that can contribute to delivery of an IT product or service

Answer: D

What is defined as a cause, or potential cause, of one or more incidents? A. Change B. Event C. Known error D. Problem

Answer: D

What should be used to set user expectations for request fulfillment times? A. The consumer demand for the service B. The time that the customer indicates for service delivery C. The service levels of the supplier D. The time needed to realistically deliver the service

Answer: D

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 A. 1 and 2 B. 2 and 3 C. 3 and 4 D. 1 and 4

Answer: D

Which is the CORRECT approach for managing a large improvement initiative as smaller iterations? A. Each iteration should be designed before starting the initiative and implemented without feedback B. Feedback should only be taken into account when one iteration fails to meet its objective C. Feedback should be reduced for large improvements as it is unlikely that circumstances will change D. Each iteration should be continually re-evaluated based on feedback.

Answer: D

Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests? A. Change control B. IT asset management C. Service desk D. Service request management

Answer: D

Which practice updates information relating to symptoms and business impact? A. Service level management B. Change control C. Service request management D. Incident management

Answer: D

Which service level metrics are BEST for measuring user experience? A. Single system-based metrics B. Metrics for the percentage of uptime of a service C. Operational metrics D. Metrics linked to defined outcomes

Answer: D