ITIL-4-Foundation Practice Exam Questions and Answers

A.  

IT asset management and software asset management

B.  

Operational and technical management

C.  

IT asset management and technical management

D.  

Operational management and IT asset management

A.  

Progress iteratively with feedback

B.  

Think and work holistically

C.  

Keep it simple and practical

D.  

Focus on value

A.  

Incident management

B.  

Continual improvement

C.  

Service request management

D.  

Problem management

A.  

Meeting expectations for quality, costs and time-to-market

B.  

Ensuring the continual improvement of services

C.  

Ensuring that the organization's vision is understood

D.  

Providing transparency and good relationships

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.  

Change control

B.  

IT asset management

C.  

Service desk

D.  

Service request management

A.  

Relationship management

B.  

Continual improvement

C.  

Service configuration management

D.  

Service level management

A.  

Understanding how service consumers use services

B.  

Comprehending the whole, but doing something

C.  

Recognizing the complexity of systems

D.  

Doing fewer things, but doing them better

A.  

1 and 2

B.  

2 and 3

C.  

3 and 4

D.  

1 and 4

A.  

Assessing and prioritizing improvement opportunities

B.  

Performing service reviews with customers

C.  

Providing good-quality updates when expected

D.  

Automating service requests to the greatest degree possible

A.  

Problems are not related to incidents.

B.  

Problems must be resolved quickly in order to restore normal business activity.

C.  

Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis.

D.  

Problem prioritization involves risk assessment.

A.  

To ensure that user expectations are realistic

B.  

To ensure that incidents with highest impact are resolved first

C.  

To help information-sharing are learning

D.  

To provide links to related changes and known errors

A.  

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

B.  

To make new and changed services and features available for use

C.  

To move new or changed components to live environments

D.  

To plan and manage the full lifecycle of all IT assets.

A.  

Availability

B.  

Warranty

C.  

Outcome

D.  

Utility

A.  

The service value chain

B.  

Opportunity and demand

C.  

Continual improvement

D.  

Governance

A.  

Less low level work and a greater ability to focus on user experience

B.  

Increased phone contact and a reduced ability to focus on user experience

C.  

Ability to work from multiple locations, geographically dispersed

D.  

Ability to work from a single centralised location

A.  

A request to implement a security patch

B.  

A request to provide a laptop

C.  

A request to resolve an error in a service

D.  

A request to change a target in a service level agreement

A.  

Each value stream should be designed with a specific combination of service value chain activities

B.  

Service value chain activities have pre-determined dependencies on ITIL practices

C.  

A value stream is an operating model for creating value through products and services

D.  

Organizations should ensure that each value stream is applicable to many scenarios

A.  

A means of identifying events that could cause harm or loss

B.  

A means of determining whether a service is fit for purpose

C.  

A means of identifying a result for a stakeholder

D.  

A means of determining whether a service is fit for use

A.  

Incident management

B.  

Continual improvement

C.  

Service request management

D.  

Change enablement

A.  

Identifying the cause of incidents and recommending related improvements

B.  

Authorizing changes to implement improvements

C.  

Logging and managing incidents that result in improvement opportunities

D.  

Making business cases for improvement action

A.  

Low impact incidents should be resolved efficiently, making logging unnecessary

B.  

The 'incident management' practice should use a single process regardless of the impact of the incident

C.  

Low impact incidents should be resolved efficiently so the resource required is reduced

D.  

Incidents with the lowest impact should be resolved first

A.  

1 and 2

B.  

2 and 3

C.  

3 and 4

D.  

1 and 4

A.  

Target resolution times

B.  

Escalating all incidents to support teams

C.  

Collaboration between teams

D.  

Detailed procedural steps for incident investigation

A.  

Organizations and people

B.  

Information and technology

C.  

Partners and suppliers

D.  

Value streams and processes

A.  

Service requests are fulfilled using simple workflows

B.  

A new workflow is created for each type of request

C.  

Additional approval is sometimes needed for restoration of service

D.  

Financial authorization is sometimes required for service requests

A.  

An event

B.  

An IT asset

C.  

A configuration item

D.  

A change

A.  

1 and 2

B.  

2 and 3

C.  

3 and 4

D.  

1 and 4

A.  

Incident management

B.  

Service Request management

C.  

Change enablement

D.  

Service request management

A.  

Business objectives

B.  

Improvement plans

C.  

Assessment results

D.  

Measureable Targets

A.  

Deployment management

B.  

Incident management

C.  

Service level management

D.  

Service request management

A.  

Any financially valuable component that contributes to a service

B.  

Any request from a user that is a normal part of service delivery

C.  

Any component that needs to be managed to deliver a service

D.  

Any change of state that has significance for the management of a service

A.  

To ensure that the service levels have been agreed with customers

B.  

To reduce the number of metrics that need to be measured and reported

C.  

To ensure that all services are included in the service reports

D.  

To help focus on business outcomes, rather than operational result.

A.  

Service desk

B.  

Supplier Management

C.  

Service request management

D.  

Service level management

A.  

Suppliers

B.  

Customers

C.  

Relationship managers

D.  

Developers

A.  

Assess the current state

B.  

Implement the improvement

C.  

Understand the organizational context

D.  

Agree the future state

A.  

Configuration item

B.  

Sponsor

C.  

IT asset

D.  

Service offering

A.  

Incident management restores service operation, service desk provides communication with users

B.  

incident management manages interruptions to service desk monitors achieved service quality

C.  

incident management resolves issues, service desk investigates the underlying causes of issues

D.  

incident management resolves complex issues, service desk resolve simpler issues.

A.  

A variety of access channels

B.  

Balanced scorecard review

C.  

Automated pipelines

D.  

Collaboration tools and techniques

A.  

Service desk

B.  

Service level management

C.  

Incident management

D.  

Change enablement

A.  

Involving people who are not familiar with a service when observing and assessing its activities

B.  

Applying risk management when considering to introduce new processes

C.  

Using source data to avoid any unintentional data distortion found in reports

D.  

Discarding existing processes before assessing their usefulness

A.  

Understanding the current state

B.  

Defining the future desired state

C.  

Tracking and managing ideas

D.  

Ensuring everyone actively participates

A.  

Authorizing changes to proceed

B.  

Making new features available for use

C.  

Moving new software to live environments

D.  

Ensuring information about services is available

A.  

Costs removed from the consumer by the service

B.  

Costs imposed on the consumer by the service

C.  

Outputs of the service received by the consumer

D.  

Risks imposed on the consumer by the service

A.  

The system of directing and controlling an organization

B.  

A model to help meet stakeholders expectations

C.  

Recommendations to help an organization in all aspects of its work

D.  

A need from consumers for new or changes services

A.  

Customers, providers and documents

B.  

Information technology, people and processes

C.  

Information technology, networks and people

D.  

People, processes and customers

A.  

It allows higher volumes of successful change

B.  

It reduces unplanned costs through optimized handling of service outages

C.  

It reduces the duration and frequency of service outages

D.  

It enables the service provider to understand what levels of service will make their customers successful

A.  

Definitive media library (DML)

B.  

Configuration management system (CMS)

C.  

Statement of requirements (SOR)

D.  

Standard operating procedures (SOP)

A.  

The service value system

B.  

The service value chain

C.  

The seven guiding principles

D.  

The four dimensions of service management

A.  

Event

B.  

Incident

C.  

Problem

D.  

Known error

A.  

Schedule, assess, authorize

B.  

Diagnose, investigate, resolve

C.  

Initiate, approve, fulfill

D.  

Acknowledge, classify, own

A.  

Service offering

B.  

Service provision

C.  

Service relationship management

D.  

Service consumption

A.  

To help plan, authorize and schedule emergency changes

B.  

To publish a list of service requests that users can select

C.  

To ensure that a single change authority reviews every change

D.  

To help plan changes, assist in communication and avoid conflicts

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

A.  

The addition, modification, or removal of anything that could have a direct or indirect effect on services

B.  

Any change of state that has significance for the management of a service or other configuration item

C.  

Cause of one or more incidents

D.  

An unplanned interruption to a service or reduction in the quality of a service

A.  

To help automated matching of incidents to problems or known errors

B.  

To identify which support team the incident should be escalated to

C.  

To ensure that incidents with the highest business impact are resolved first

D.  

To encourage a high level of collaboration within and between teams

A.  

The implementation of a planned new release of a software application

B.  

A low-risk computer upgrade implemented as a service request

C.  

The implementation of a security patch to a critical software application

D.  

A scheduled major hardware and software implementation

A.  

By using a combination of practices

B.  

By using a single functional team

C.  

By determining service demand

D.  

By implementing process automation

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

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

A.  

It reduces the number of metrics that need to be collected

B.  

It reports each service element separately

C.  

It provides an outcome-based view of services

D.  

It facilitates the automatic collection of metrics

A.  

The process owner and process manager for each type of release

B.  

The roles and responsibilities for incident and problem resolution

C.  

The naming convention and expected frequency of each type of release

D.  

The naming convention for all configuration items (CI) recorded in the configuration management system

(CMS)

A.  

A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers’ experiences.

B.  

The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.

C.  

SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.

D.  

Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.

A.  

Continual improvement

B.  

Service desk

C.  

Service level management

D.  

Problem management

A.  

Value streams and processes

B.  

Partners and suppliers

C.  

Information and technology

D.  

Organizations and people

A.  

Workflow management and inventory systems

B.  

Communication systems and knowledge bases

C.  

Roles and responsibilities

D.  

Security and compliance

A.  

Value streams and processes

B.  

Partners and suppliers

C.  

Information and technology

D.  

Organizations and people

A.  

suppliers

B.  

assets

C.  

customers

D.  

CIs

A.  

Tangible or intangible deliverables

B.  

Results desired by a stakeholder

C.  

Configuration of an organization's resources

D.  

Functionality offered by a product or service

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.  

3 and 4

B.  

2 and 3

C.  

1 and 4

D.  

1 and 2

A.  

Investor and consumer

B.  

Investor and supplier

C.  

Consumer and provider

D.  

Provider and supplier

A.  

How to apply the systems approach of the guiding principle think and work holistically

B.  

Services based on one or more products, designed to address needs of a target consumer group

C.  

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

D.  

Joint activities performed by a service provider and a service consumer to ensure continual value co-creation

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.  

Using operational data to provide detailed service reports

D.  

Asking customers open questions to establish their requirements

A.  

Start where you are

B.  

Collaborate and promote visibility

C.  

Keep it simple and practical

D.  

Optimize and automate