ITIL Foundation (V4) Questions and Answers
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
How should automation be implemented?
What are the three phases of 'problem management'?
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
Which activity is part of the 'continual improvement' practice?
Which practice has a purpose that includes ensuring that risks have been properly assessed?
Which is a service request?
What is typically needed to assign complex incidents to support groups?
Which of the following is an example of incident?
Which competencies are required by the 'service level management' practice?
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
Which describes a set of defined steps for implementing improvements?
Which practice updates information relating to symptoms and business impact?
How should an organization adopt continual improvement methods?
What should be done to determine the appropriate metrics for measuring a new service?
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?
What are the MOST important skills required by service desk staff?
Which practice coordinates the classification, ownership and communication of service requests and incidents?
Which is the purpose of the 'monitoring and event management' practice?
What should a release policy include?
Which statement about IT service management is CORRECT?
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Which term describes the functionality offered by a service?
Which statement BEST describes the value of service strategy to the business?
What includes governance as a component?
How does customer engagement contribute to the 'service level management' practice?
1.It captures information that metrics can be based on
2.It ensures the organization meets defined service levels
3.It defines the workflows for service requests
4.It supports progress discussions
What is an event?
Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?
Who is responsible for defining metrics for change management?
Identify the missing word in the following sentence.
The purpose of the 'information security management' practice is to [?] the organization's information.
Which of the following is an example of workaround?
Which is an example of a business related measurement?
Which is the BEST example of an emergency change?
Which practice makes new services available for use?
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
Identify the missing words in the following sentence.
The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.
Which statement about the ‘continual improvement’ practice is CORRECT?
Which statement about the known error database (KEDB) is CORRECT?
Which service value chain activity deals with the purchase of new products?
Which is included in the purpose of the 'improve' value chain activity?
Which practice ensures that a variety of access channels are available for users to report issues?
Which is an example of a service request?
Which of the four dimensions focuses or managing data in compliance with industry regulations?
Which practice performs reviews to ensure that services continue to meet the needs of the customers?
What is defined as "any component that needs to be managed in order to deliver an IT service"?
Which is an activity in the 'Problem control' phase of problem management?
Which term is used to describe removing something that could have an effect on a service?
Which is a key element of the 'think and work holistically' guiding principle?
A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?
Which of the four dimensions contributes MOST to defining activities needed to deliver services?
Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?
Which is part of the value proposition of a service?
Which is a financially valuable component that can contribute to the delivery of a service?
For which purpose would the continual improvement practice use a SWOT analysis?
Which activity is NOT recommended by the start where you are' guiding principle?
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
Which activity contributes to the ‘where are we now?’ step of the ‘continual improvement’ model?
Which practice is most likely to benefit from the use of chatbots?
In service relationships, what is a benefit of identifying consumer roles?
Which practice requires skills and competencies related to business analysis, supplier management and relationship management?
How can a service consumer contnbute to the reduction of nsk?
Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific circumstances?
What varies in size and complexity, and uses functions to achieve its objectives?
Which is a use of a change schedule?
What can be described as an operating model for the creation and management of products and services?
When is the earliest that a workaround can be documented in ‘problem management’?
Which step of the continual improvement model includes baseline assessments?
What can help to reduce resistance to a planned improvement when applying the guiding principle ‘collaborate and promote visibility’?
Which skill is required by the ‘service level management’ practice?
Which practice is responsible for moving new or changed components to live or other environments?
Which ‘service level management’ activity helps staff to deliver a more business-focused service?
Which will help solve incidents more quickly?
Which is a way of applying the guiding principle 'focus on value'?
Where are the details of the required performance outcomes of a service denned?
