ITIL 4 Foundation Exam Questions and Answers
Which practice requires focus and effort to engage and listen to the requirements, issues, concerns and daily needs of customers?
Which of the four dimensions contributes MOST to defining activities needed to deliver services?
What are the KEY stakeholder groups that service providers should cooperate with?
Which activity is NOT recommended by the 'start where you are' guiding principle?
Which practice needs the right culture to be embedded across the entire organization?
What is used as a tool to help define and measure performance?
Which is the BEST type of resource for investigating complex incidents?
What is the definition of service management?
Which activity is NOT recommended by the start where you are' guiding principle?
Which is the MOST important stakeholder group that a service provider needs to collaborate with?
Which of the following guiding principles proposes the elimination of unnecessary work?
What is defined as "the role that uses services?
Which statement about the input and output of the value chain activities is CORRECT?
Which step of the 'continual improvement model' defines measurable targets?
Which is included in the purpose of the 'improve' value chain activity?
Which is an activity in the 'Problem control' phase of problem management?
When using the ‘continual improvement model, which information should be produced by an organization to understand where the organization is now?
Which practice guarantees that users have a range of access channels to choose from to report problems?
Which is an input to the service value system?
Which practice guarantees that users nave a range of access channels to choose from to report problems?
What is the value of a service?
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
For which purpose would the continual improvement practice use a SWOT analysis?
What is including in the purpose of the relationship management practice?
Which is part of the value proposition of a service?
Identify the missing word(s) in the following sentence.
The purpose of the problem management practice is to reduce me likelihood and impact of incidents by identifying actual and potential causes of incidents and managing [p] and known errors.
Which is the definition of an IT asset?
A good way to apply the ITIL guiding principle 'focus on value' is to:
What is the customer of a service responsible for?
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
What is MOST LIKELY to be handled as a service request?
Which of the following terms is more suitable to describe the functionality of a service?
What is the difference between the 'incident management" and 'service desk’ practices'?
Which of the following is the MOST important for effective incident management?
Which statement about the purpose or the Monitoring and event management practice is TRUE?
Which service value chain activity relates with buying new products?
Which service value chain activity deals with the purchase of new products?
Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value to the organization or its customers.
Which guiding principle recommends that the unnecessary work should be eliminated?
Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?
Which organization delivers output or outcomes of a service?
Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?
What is the purpose of the ‘problem management’ practice?
Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?
What is used to link activities within the service value chain?
Which statement about the 'service desk1 practice is CORRECT?
Which helps to manage an incident when it is unclear which support team should be working on the incident?
Which statement about IT service management is CORRECT?
D18912E1457D5D1DDCBD40AB3BF70D5D
Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?
What is the definition of a known error?
Which statement about change management is CORRECT?
Which two practices use workarounds?
What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?
What should a release policy include?
What is a change schedule PRIMARILY used for?
Which are the elements of process control?
Which is handled as a service request?
Which gives a user access to a system?
What three elements make up the Service Portfolio?
Which is an important principle of communication in service operation?
What can a service remove from the consumer and impose on the consumer?
Which approach is CORRECT when applying the guiding principle ‘keep it simple and practical’?
Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?
Which directly assists with the diagnosis and resolution of simple incidents?
Which statement about the known error database (KEDB) is CORRECT?
Which practice provides users with a way to get various requests arranged, explained and coordinated?
How should an organization include third-party suppliers in the continual improvement of services?
What is a change schedule used for?
Which practice is the responsibility of everyone in the organization?
What is the purpose of problem management?
How does categorization of incidents assist the 'incident management' practice?
What is defined as a change of state that has significate for the management of an IT service?
Service transition contains detailed descriptions of which processes?
What is a definition of a service improvement plan (SIP)?
What is the CORRECT definition of service management?
What are guiding principles?
Which is the BEST example of an emergency change?
Which guiding principle focuses on reducing costs and human errors?
Which term describes the functionality offered by a service?
Which is an objective of the design coordination process?
What do customer perceptions and business outcomes help to define?
Which of the following is an example of workaround?
Which is NOT a component of the service value system?
Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?
Which dimension of service management includes consideration of the type of relationship required with other organizations involved in the design and delivery of services?
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.
Which guiding principle discourages 'silo activity'?
When using the ITIL continual improvement model, which information should be produced by an organization in order to understand where the organization is now?
Which is the addition, modification or removal of anything that could have an effect on services?
What can be described as an operating model for the creation and management of products and services?
Identify the missing word in the following sentence.
A customer define is the [?] for a service and takes responsibility for the outcomes of service consumption.
Which dimension of service management considers the workflows and controls needed to deliver services?
When should a workaround be created?
Which is a recommendation of the guiding principle 'think and work holistically'?
Which of the four dimensions include, the knowledge bases needed to deliver and manage services?
Which of the following is included in the purpose of the 'continual improvement' printer?
Which facilitates outcomes that customers want to achieve?
Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?
Which step of the continual improvement model includes baseline assessments?
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
What type of change is MOST likely to be managed as a service request?
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 [?].
Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?
Which statement about problems is CORRECT?
Which is a result of applying the guiding principle ‘progress iteratively with feedback’?
Which dimension considers the application of artificial intelligence to service management?
Which two practices interact the MOST with the service desk practice?
Which practice minimizes the impact on normal service operation by managing resources in response to unplanned reductions in service quality?
Which is one of the MAIN concerns of the ‘design and transition’ value chain activity?
Which TWO types of competence are MOST important 'or service desk staff?
1. Knowledge of business processes
2. Collaboration skills
3. Advanced technical knowledge
4. Workflow design skills
Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?
How are target resolution times used in the 'incident management' practice?
Which is an example o' a service request?
Which is the BEST example of a standard change?
Which is a risk that might be removed from a service consumer by an IT service?
A user contacts the service desk to ask how they can create a report. Which practice is MOST LIKELY to contribute to resolving this issue?
What should be considered as part of the 'partners and suppliers' dimension?
Which can act as an operating model for an organization?
Which is a use of the change schedule?
In service relationships, what is a benefit of identifying consumer roles?
Which is a use of a continual improvement register?
Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?
Which is a key consideration for the guiding principle 'keep it simple and practical'?
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
Which is a key requirement for a successful service level agreement?
Which dimension includes activities and workflows?
Which guiding principle recommends coordinating all dimensions of service management?
What is typically needed to assign complex incidents to support groups?
Which activity is part of the 'continual improvement' practice?
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.
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 types of asset management?
Which service level metrics are BEST for measuring user experience?
Which describes normal changes?
Which practice updates information relating to symptoms and business impact?
How does information about problems and known errors contribute to 'incident management'?
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
When should the effectiveness of a problem workaround be assessed?
Which practice owns and manages issues, queries and requests from users?
What is warranty?
Which of these should be logged and managed as a problem?
Which is included in the purpose of the ‘design and transition’ value chain activity?
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
Which dimension includes a workflow management system?
Which competencies are required by the 'service level management' practice?
Which is NOT a component of the service value system?
Which practice identifies metrics that reflect a customer experience of a service?
Which statement about a ‘continual improvement register’ is CORRECT?
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
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 is a purpose of the 'engage' value chain activity?
Which is NOT a key focus of the 'information and technology' dimension?
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
Which statement about emergency changes is CORRECT?
What is the starting point for optimization?
Which describes a standard change?
What is described by the service value system?
Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?
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.
