ITIL 4 Foundation Exam Questions and Answers
Which BEST describes the purpose of the 'improve' value chain activity?
Which practice minimizes the impact on normal service operation by managing resources in response to unplanned reductions in service quality?
Which TWO of the following are considerations of change enablement?
1. Managing the people aspects of change
2. Ensuring that organizational transformations are successful
3. Maximizing the number of successful service changes
4. Ensuring that changes are properly assessed
Which principle concentrates on service consumers?
Which practice makes use of methods from Lean. Agile and DevOps?
Which practice helps to ensure that the services delivered to customers are aligned with their needs?
Which two statements about the guiding principles are CORRECT?
1.The guiding principles support continual improvement
2.Each guiding principle applies to a selection of the available stakeholder groups
3.Organizations should decide which one of the guiding principles is relevant to them
4.Organizations should consider how the guiding principles interact with each other
Which is one of the MAIN concerns of the ‘design and transition’ value chain activity?
Which practice has a strong influence on the user experience and perception of the service provider?
Which activity is part of the 'continual improvement' practice?
What is a configuration item?
Which service request management decisions require that policies are established'?
Which is the BEST example of a standard change?
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
Which is a use of a change schedule?
Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific circumstances?
Which value chain activity ensures that ongoing service activity meets user expectations?
Which describe a 'change authority'?
Identify the missing words in the following sentence.
The ‘incident management’ practice should maintain [?] for logging and managing incidents.
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?
How are target resolution times used in the 'incident management' practice?
Which activity contributes to the ‘where are we now?’ step of the ‘continual improvement’ model?
Which practice requires skills and competencies related to business analysis, supplier management and relationship management?
Which practice has the purpose of ensuring that the organization’s suppliers and their performance and
managed appropriately to support the provision of seamless, quality products and services?
Which is an example o' a service request?
When is the earliest that a workaround can be documented in ‘problem management’?
Which statement about the ‘service request management’ practice is CORRECT?
Which is a low risk change that has been pre-approved so that no additional authorization is needed?
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 phase of problem management includes analysing incidents to look for patterns and trends?
What is the MAIN benefit of 'problem management'?
Which statement about outcomes is CORRECT?
An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?
Which action is performed by a service provider?
Identify the missing word in the following sentences.
A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve, without the customer having to manage specific costs and risks.
What type of change is MOST likely to be managed as a service request?
Which activity is part of the ‘continual improvement practice?
Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?
What should be considered as part of the 'partners and suppliers' dimension?
Which is a recommendation for applying the guiding principle 'keep it simple and practical?
What can be described as an operating model for the creation and management of products and services?
Which statement about the ‘four Ps’ of service design is CORRECT?
What is an event?
Which dimension includes the knowledge needed for the management of services?
Identify the missing word in the following sentence.
A user is [?] that uses services.
Which are elements of the service value system?
Which is included in the purpose of the ‘deliver and support’ value chain activity?
Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
Which practice may involve the initiation of disaster recovery?
Which will NOT be handled as a service request?
How should an organization include third-party suppliers in the continual improvement of services?
What is the purpose of the ‘problem management’ practice?
Which helps to manage an incident when it is unclear which support team should be working on the incident?
Which is a key activity carried out in the ‘did we get there?’ step of the ‘continual improvement’ model?
Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?
Which statement about the use of measurement in the ‘start where you are’ guiding principle is CORRECT?
What is defined as a change of state that has significate for the management of an IT service?
Which statement about the known error database (KEDB) is CORRECT?
Which term describes the functionality offered by a service?
What can be used to help determine the impact level of a problem?
Which is a purpose of the ‘service desk’ practice?
What is a service?
Which value chain activity communicates the current status of all four dimensions of service management?
Which approach is CORRECT when applying the guiding principle ‘keep it simple and practical’?
What is a definition of a service improvement plan (SIP)?
What actions does a service desk take for all issues, queries and requests that are reported to them?
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
Which is the correct combination of items that makes up an IT service?
Why should some service requests be fulfilled with no additional approvals?
Which practice provides users with a way to get various requests arranged, explained and coordinated?
What is defined as an unplanned interruption or reduction in the quality of a service?
Which practice has a purpose that includes restoring normal service operation as quickly as possible?
Which gives a user access to a system?
What is a change schedule PRIMARILY used for?
Which is an important principle of communication in service operation?
Which of the following is an example of workaround?
Which practice provides support for managing feedback, compliments and complaints from users?
Which service transition process provides guidance about converting data into information?
Which practice identifies metrics that reflect the customer's experience of a service?
Which statement about IT service management is CORRECT?
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Who is responsible for defining metrics for change management?
Which is an example of a business related measurement?
Which service value chain activity relates with buying new products?
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 practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
Which of the following statements about 'outcomes' is TRUE?
What is the CORRECT order for the three phases of problem management?
Which is part of the value proposition of a service?
Which role would is MOST SUITABLE for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?
Which statement about emergency changes is CORRECT?
Which is the FIRST action when optimizing a service?
What ensures that service providers and service consumers continue to create value together?
Which statement about a continual improvement register (CIR)' is TRUE?
Which is a key element of the 'think and work holistically' guiding principle?
Which is an input to the service value system?
Which is the MOST important stakeholder group that a service provider needs to collaborate with?
Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?
Which is a description of service provision?
Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
Which is the definition of an IT asset?
A good way to apply the ITIL guiding principle 'keep it simple and practical' is to:
Which practice ensures that a variety of access channels are available for users to report issues?
Which of the following is the MOST important for effective incident management?
Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?
Which value chain activity is concerned with the availability of service components?
Which practice guarantees that users nave a range of access channels to choose from to report problems?
Which of the four dimensions’ focuses on roles responsibilities and systems of authority?
Which practice conducts reviews to validate that services are covering the needs of the customer?
What is included in the purpose of the 'release management' practice?
Which of the following practices suggests that organizations should develop competencies in methodologies and techniques, like SWOT (strength, weakness, opportunity and threat) analysis and balanced scorecard review in order to meet their needs?
Which practice balance management of risk with maximizing throughput?
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?
Which component is focused on the activities needed by an organization to help it co-create value?
What are the KEY stakeholder groups that service providers should cooperate with?
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
Which of the following guiding principles proposes the elimination of unnecessary work?
Which is described by the 'organizations and people' dimension of service management?
What is the difference between the 'incident management' and 'service desk' practices?
What is including in the purpose of the relationship management practice?
When considering the type of relationship required with other organizations involved in the design and delivery of services, which dimension of service management are you utilizing?
What is the definition of “service management”?
Which is a key requirement for successful service level agreements (SLAs)?
Which practice performs reviews to ensure that services continue to meet the needs of the customers?
Which dimension considers how knowledge assets should be protected?
Which statement about a ‘continual improvement register’ is CORRECT?
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
Which dimension includes a workflow management system?
Which practice updates information relating to symptoms and business impact?
How does a service consumer contribute to the reduction of disk?
Which activity is part of the 'continual improvement' practice?
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
Which practice coordinates the classification, ownership and communication of service requests and incidents?
Which dimension includes activities and workflows?
Which guiding principle recommends standardizing and streamlining manual tasks?
Which practice identifies metrics that reflect a customer experience of a service?
Which statement about costs is CORRECT?
Which is part of service provision?
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 practice has a purpose that includes ensuring that risks have been properly assessed?
What should be used to set user expectations for request fulfilment times?
Which practice owns and manages issues, queries and requests from users?
What is warranty?
Which describes a standard change?
Which statement about outcomes is CORRECT?
Which of these should be logged and managed as a problem?
Which describes normal changes?
What is a recommendation of the ‘focus on value’ guiding principle?
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
What should be done to determine the appropriate metrics for measuring a new service?
A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?
Which statement about the steps to fulfill a service request is CORRECT?
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.
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 typically needed to assign complex incidents to support groups?
Arrange the following steps of software lifecycle in correct order.
1. Retire
2. Test
3. Operate
4. Deploy
5. Ideation
6. Develop
7. Design
What should be done for every problem?
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
Which is the purpose of the 'monitoring and event management' practice?
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
Which of the following is an example of incident?
Which is a purpose of the 'engage' value chain activity?
Which skill is an essential part of the 'service level management' practice?
