ITIL 4 Exam Study Questions

Who is responsible for defining metrics for change management? A. The change management process owner B. The change advisory board (CAB) C. The service owner D. The continual service improvement manager

A. The change management process owner

7. Which is part of service provision? 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

A. The management of resources configured to deliver the service

11.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

A. The service desk should work in close collaboration with support and development teams

What MAIN factors are considered to assess the priority of an incident? A. The urgency and impact B. The impact and complexity C. The cost and urgency D. The complexity and cost

A. The urgency and impact

66. What is the purpose of the 'relationship management' practice? A. To establish and nurture the links between the organization and its stakeholders B. To align the organization's practices and services with changing business needs C. To set clear business-based targets for service performance D. To support the agreed quality of a service handling all agreed, user-initiated service requests

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

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

B. Business analysis and commercial management

39. Which two statements about an organization's culture are CORRECT? 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

D. 1 and 4 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

77. 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 a change request B. As a service request C. As an event D. As a problem

D. As a problem

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

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

2.Which practice has a purpose that includes ensuring that risks have been properly assessed? A. Service configuration management B. Problem management C. Service level management D. Change control

D. Change control

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

D. Collaborate and promote visibility

76. Which practice has a purpose that includes aligning the organization's practices and services with changing business needs? A. Service level management B. Service configuration management C. Relationship management D. Continual improvement

D. Continual improvement

13.Which is included in the purpose of the `˜design and transition' value chain activity? A. Ensuring that service components are available when needed B. Providing transparency and good stakeholder relationships C. Supporting services according to specifications D. Continually meeting stakeholder expectations for costs

D. Continually meeting stakeholder expectations for costs

75. What is typically needed to assign complex incidents to support groups? A. A self-help tool B. The incident priority C. A change schedule D. The incident category

D. The incident category

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

D. Value streams and processes

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

D. Value streams and processes

28. 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

D. performances

20. 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 [?]. A. assets B. values C. elements D. services

D. services

78. 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. Asking customers open questions to establish their requirements D. Using operational data to provide detailed service reports

Either C. Asking customers open questions to establish their requirements or (need to research this answer) D. Using operational data to provide detailed service reports

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

D. Problem

64. 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. 2 and 3 C. 3 and 4 D. 1 and 4

A. 1 and 2 1. In every initiative 2. In relationships with all stakeholders

59. Which two statements about the 'service request management' practice are CORRECT? 1. Service requests are part of normal service delivery 2. Complaints can be handled as service requests 3. Service requests result from a failure in service 4. Normal changes should be handled as service requests A. 1 and 2 B. 2 and 3 C. 3 and 4 D. 1 and 4

A. 1 and 2 1. Service requests are part of normal service delivery 2. Complaints can be handled as service requests

What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction? A. A standard change B. An emergency change C. An internal change D. A normal change

A. A standard change

10. 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

A. An outcome can be enabled by more than one output

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

A. Any financially valuable component that can contribute to delivery of an IT product or service

6.What is warranty? A. Assurance that a product or service will meet agreed requirements B. The amount of money spent on a specific activity or resource C. The functionality offered by a product or service to meet a particular need D. The perceived benefits, usefulness and importance of something

A. Assurance that a product or service will meet agreed requirements

70. How should automation be implemented? A. By replacing human intervention wherever possible B. By replacing the existing tools first C. By initially concentrating on the most complex tasks D. By optimizing as much as possible first

A. By replacing human intervention wherever possible was listed as the answer but the discussion leans to (need to research this answer) D. By optimizing as much as possible first

Service transition contains detailed descriptions of which processes? A. Change management, service asset and configuration management, release and deployment management B. Change management, capacity management, event management, service request management C. Service level management, service portfolio management, service asset and configuration management D. Service asset and configuration management, release and deployment management, request fulfillment

A. Change management, service asset and configuration management, release and deployment management

71. Which activity is part of the 'continual improvement' practice? A. Identifying and logging opportunities B. Delivering tactical and operational engagement with customers C. Populating and maintaining the asset register D. Providing a clear path for users to report issues, queries, and requests

A. Identifying and logging opportunities

55. What is described by the service value system? A. How all the components and activities of the organization work together as a system to enable value creation B. Services based on one or more products, designed to address needs of a target consumer group C. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation D. How to apply the systems approach of the guiding principle think and work holistically

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

38. What are the MOST important skills required by service desk staff? A. Incident analysis skills B. Technical skills C. Problem resolution skills D. Supplier management skills

A. Incident analysis skills

19. When should the effectiveness of a problem workaround be assessed? A. Whenever the workaround is used B. Whenever the problem is resolved C. Whenever the workaround becomes a known error D. Whenever the problem is prioritized

A. Whenever the workaround is used

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

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

44. How does information about problems and known errors contribute to 'incident management'? A. It enables quick and efficient diagnosis of incidents B. It removes the need for regular customer updates C. It removes the need for collaboration during incident resolution D. It enables the reassessment of known errors

A. It enables quick and efficient diagnosis of incidents

81. Which is one of the five aspects of service design? A. Management information systems and tools B. Risk analysis and management approach C. Management policy for business case creation D. Corporate governance and policy

A. Management information systems and tools

30. Which guiding principle recommends standardizing and streamlining manual tasks? A. Optimize and automate B. Collaborate and promote visibility C. Focus on value D. Think and work holistically

A. Optimize and automate

9.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

A. Service value chain activities

24. 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 organizations performance continually meets stakeholders expectations

A. To help an organization make good decisions

Which is an objective of the design coordination process? 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

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

Identify the missing word in the following sentence. The use of [?] should support, not replace what is observed, when using the 'start where you are' guiding principle. A. measurement B. tools C. plans D. process

A. measurement

43. Which describes a standard change? A. A change that needs to be scheduled, assessed and authorized following a defined process B. A change that is typically implemented as a service request C. A high-risk change that needs very thorough assessment D. A change that must be implemented as soon as possible

B. A change that is typically implemented as a service request

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

B. A configuration item (CI)

46. What defines the requirements for a service and takes responsibility for the outcomes of service consumption? A. An IT asset B. A customer C. A configuration item (CI) D. A user

B. A customer

54. 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. CIs C. customers D. assets

B. CIs (configuration Items)

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

B. Changes that need to be scheduled and assessed following a process

47. Which stakeholders co-create value in a service relationship? A. Investor and supplier B. Consumer and provider C. Provider and supplier D. Investor and consumer

B. Consumer and provider

42. Which practice has a purpose that includes observing a service to report selected changes of state identified as events? A. Information security management B. Monitoring and event management C. Incident management D. Change control

B. Monitoring and event management

74. Which statement about costs is CORRECT? A. Costs imposed on the consumer are costs of service utility B. Costs removed from the consumer are part of the value proposition C. Costs imposed on the consumer are costs of service warranty D. Costs removed from the consumer are part of service consumption

B. Costs removed from the consumer are part of the value proposition

Where should all master copies of controlled software and documentation be stored? A. In the definitive capacity library B. In the definitive media library C. In the definitive security library D. In the definitive production library

B. In the definitive media library

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

B. It should be simply written and easy to understand

Which service transition process provides guidance about converting data into information? A. Change evaluation B. Knowledge management C. Service validation and testing D. Service asset and configuration management

B. Knowledge management

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

B. Listening

Which statement about the `˜four Ps' of service design is CORRECT? A. Processes refers to skill and training B. Partners refers to suppliers and vendors C. People refers to technology and tools D. Products refers to producers and metrics

B. Partners refers to suppliers and vendors

53. Which is a purpose of the 'engage' value chain activity? A. Meeting expectations for quality, costs and time-to-market B. Providing transparency and good relationships C. Ensuring the continual improvement of services D. Ensuring that the organization's vision is understood

B. Providing transparency and good relationships

27. Which is a service request? A. Requesting a workaround for an issue B. Requesting information about how to create a document C. Requesting an enhancement to an application D. Requesting investigation of a degraded service

B. Requesting information about how to create a document

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

B. Service desk

5.Which practice coordinates the classification, ownership and communication of service requests and incidents? A. Supplier management B. Service desk C. Problem management D. Relationship management

B. Service desk

50. Which statement about outcomes is CORRECT? A. Outcomes are one or more services that fulfill the needs of a service consumer B. Service providers help service consumers achieve outcomes C. Outcomes help service consumers achieve outputs D. Helping service consumers achieve outcomes reduces service provider costs

B. Service providers help service consumers achieve outcomes

4.Which statement about emergency changes is CORRECT? A. The testing of emergency can be eliminated in order to implement the change quickly B. The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly C. Emergency changes should be authorized and implemented as service requests D. Emergency changes must be fully documented before authorization and implementation

B. The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly

16. 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

B. They should be well-known and proven

83. Which is the CORRECT explanation of the `˜R' role in a RACI matrix? 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

B. This role has ownership of the end result

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

B. When the procedure for the standard change is created

62. 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. costs C. utility D. warranty

B. costs

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

C. 2, 3 and 4 only

23. Identify the missing words in the following sentence. The management of information security incidents usually requires [?]. A. Immediate escalation B. Specialist teams C. A separate process D. Third party support

C. A separate process

22. 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? A. Service management B. Continual improvement C. A service D. An IT asset

C. A service

33. When planning "continual improvement", which approach for assessing the current state of a service is CORRECT? 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

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

Which term is used to describe the prediction and control of income and expenditure within an organization? A. Charging B. Governance C. Budgeting D. Accounting

C. Budgeting

34. How does a service consumer contribute to the reduction of disk? A. By paying for the service B. By managing server hardware C. By communicating constraints D. By managing staff availability

C. By communicating constraints

73. Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments? A. Incident management B. Problem management C. Continual improvement D. Service request management

C. Continual improvement

Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness? A. Service operation B. Service transition C. Continual service improvement D. Service strategy

C. Continual service improvement

21. Which dimension considers how knowledge assets should be protected? A. Organizations and people B. Partners and suppliers C. Information and technology D. Value streams and processes

C. Information and technology

84. Which statement about change management is CORRECT? A. It optimizes overall business risk B. It optimizes financial exposure C. It ensures that all changes are authorized by the change advisory board (CAB) D. It ensures that service requests follow the normal change management process

C. It ensures that all changes are authorized by the change advisory board (CAB)

18. 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

C. Keep it simple and practical

Which is NOT a structure of service desk that is described in the ITIL service operation guidance? A. Local B. Centralized C. Outsourced D. Virtual

C. Outsourced

52. What are the three phases of 'problem management'? A. Problem logging, problem classification, problem resolution B. Incident management, problem management, change enablement C. Problem identification, problem control, error control D. Problem analysis, error identification, incident resolution

C. Problem identification, problem control, error control

36. Which ITIL practice has a purpose that includes reducing the likelihood of incidents? A. Change control B. Continual improvement C. Problem management D. Service desk

C. Problem management

What three elements make up the Service Portfolio? 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

C. Service pipeline, service catalogue and retired services

1.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

C. Start where you are

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

C. The continual improvement model

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

C. The time needed to realistically deliver the service

35. 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

C. The use of scripts

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

C. Think and work holistically

26. 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

C. To move new or changed components to live environments

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

C. Trend analysis shows a large number of similar incidents

49. What is the expected outcome from using a service value chain? A. Service value streams B. Customer engagement C. Value realization D. The application of practices

C. Value realization

25. 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

D. Each iteration should be continually re-evaluated based on feedback

29. 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

D. Focus on value at every step of the improvement

What is NOT within the scope of service catalogue management? A. Contribution to the definition of services B. Interfaces between all services and supporting services C. Interfaces between the service catalogue and service portfolio D. Fulfilment of business service requests

D. Fulfilment of business service requests

What is the primary focus of business capacity management? A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology B. Review of all capacity supplier agreements and underpinning contracts with supplier management C. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion

D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion

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

D. Incident management

82. Which statement about IT service management is CORRECT? 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

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

8.Which statement about a continual improvement register' is CORRECT? 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

D. It should be re-prioritized as ideas are documented

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

D. Keep it simple and practical

67. How should the workflow for a new service request be designed? A. Use a single workflow for all types of service request B. Use different workflows for each type of service request C. Avoid workflows for simple service requests D. Leverage existing workflows whenever possible

D. Leverage existing workflows whenever possible

37. 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

D. Metrics linked to defined outcomes

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

D. Service desk

14. 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

D. Service request management

Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements? A. Service-based SLA view B. Wholesale customer view C. Retail customer view D. Supporting services view

D. Supporting services view

15. Which is NOT a component of the service value system? A. The guiding principles B. Governance C. Practices D. The four dimensions of service management

D. The four dimensions of service management