ITIL 4 Foundation Exam Questions and Answers
Which dimension includes a workflow management system?
What is the starting point for optimization?
How does information about problems and known errors contribute to 'incident management'?
Which practice owns and manages issues, queries and requests from users?
What is a recommendation of the ‘focus on value’ guiding principle?
Which dimension considers how knowledge assets should be protected?
Which practice has a purpose that includes ensuring that risks have been properly assessed?
Arrange the following steps of software lifecycle in correct order.
1. Retire
2. Test
3. Operate
4. Deploy
5. Ideation
6. Develop
7. Design
Which describes a standard change?
What is an IT asset?
What is typically needed to assign complex incidents to support groups?
Which is a service request?
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
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 [?].
Which skill is an essential part of the 'service level management' practice?
What type of change is MOST likely to be managed by the 'service request management' practice?
Which guiding principle helps to ensure that better information is available for decision making?
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?
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.
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 guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?
Which statement about the ‘change enablement’ practice is CORRECT?
Which statement about change management is CORRECT?
In which step of the ‘continual improvement model’ is an improvement plan implemented?
What is an event?
Which statement BEST describes the value of service strategy to the business?
Which function is responsible for the management of a data centre?
What is the reason for using a balanced bundle of service metrics?
Which describes the utility of a service?
What MAIN factors are considered to assess the priority of an incident?
How does categorization of incidents assist the 'incident management' practice?
Which is the correct combination of items that makes up an IT service?
Which is a purpose of release management?
Which guiding principle recommends collecting data before deciding what can be re-used?
Which does the ITIL service value system discourage?
Which practice recommends using tools for collaboration and the automated matching of symptoms?
Which statement about the 'service desk1 practice is CORRECT?
Which are the elements of process control?
Which statement about service offerings is CORRECT?
Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?
What term is used to describe the functionality of a service?
Which of the four dimensions include, the knowledge bases needed to deliver and manage services?
What can be used to determine if a service is 'fit for purpose'?
Which statement about service requests is CORRECT?
What is the purpose of the ‘monitoring and event management’ practice?
Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?
Which statement about the ‘incident management’ practice is CORRECT?
When should a workaround be created?
Which is the BEST example of a standard change?
Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?
Which ‘service level management’ activity helps staff to deliver a more business-focused service?
Where are the details of the required performance outcomes of a service denned?
Which practice recommends that organizations develop competencies »n techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?
Which will help solve incidents more quickly?
Which practice's purpose includes creating closer more collaborative relationships?
Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?
Which is a risk that might be removed from a service consumer by an IT service?
Which of the four dimensions contributes MOST to defining activities needed to deliver services?
Which practice performs reviews to ensure that services continue to meet the needs of the customers?
Which is an example of a service request?
Identity 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 [?], and the CIs that support them, is available when and where it is needed
What can a change schedule be used for?
Which statement about outcomes is CORRECT?
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 is a financially valuable component that can contribute to the delivery of a service?
Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?
What is included in the purpose of the 'release management' practice?
Which is described by the ‘organizations and people’ dimension of service management?
Which is an input to the service value system?
Which is the FIRST action when optimizing a service?
Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?
What is MOST LIKELY to be handled as a service request?
Which of the four dimensions focuses or managing data in compliance with industry regulations?
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
Which service value chain activity deals with the purchase of new products?
