Exam Questions ITIL-4-Foundation

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ITIL
Exam Questions ITIL-4-Foundation
ITIL 4 Foundation
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NEW QUESTION 1
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
A. 1 and 2
B. 1 and 4
C. 3 and 4
D. 2 and 3
Answer: B
NEW QUESTION 2
Which process is used to compare the value that new services offer with the value of the services they have replaced?
A. Availability management
B. Capacity management
C. Service portfolio management
D. Service catalogue management
Answer: C
NEW QUESTION 3
Which statement about change management is CORRECT?
A. It optimizes overall business risk

B. It optimizes financial exposure
C. It ensures that all changes are authorized by the change advisory board (CAB)
D. It ensures that service requests follow the normal change management process
Answer: C
NEW QUESTION 4
Which competencies are required by the 'service level management' practice?
A. Problem investigation and resolution

B. Incident analysis and prioritization
C. Business analysis and commercial management
D. Balanced scorecard reviews and maturity assessment
Answer: C
NEW QUESTION 5
Which statement about service desks is CORRECT?
A. The service desk should work in close collaboration with support and development teams
B. The service desk should rely on self-service portals instead of escalation to support teams
C. The service desk should remain isolated from technical support teams
D. The service desk should escalate all technical issues to support and development teams
Answer: A
NEW QUESTION 6
Which are the elements of process control?
A. Inputs, outputs and triggers

B. Work instructions, procedures and roles
C. Resources, capabilities and metrics
D. Process owner, policy and objectives
Answer: D
NEW QUESTION 7
When should a change request be submitted to resolve a problem?
A. As soon as a solution for the problem has been identified

B. As soon as a workaround for the problem has been identified
C. As soon as the analysis of the frequency and impact of incidents justifies the change
D. As soon as the analysis of cost, risks and benefits justifies the change
Answer: D

NEW QUESTION 8
What is the starting point for optimization?
A. Standardizing practices and services

B. Determining where the most positive impact would be
C. Securing stakeholder engagement
D. Understanding the vision and objectives of the organization
Answer: D
NEW QUESTION 9
What is the primary focus of business capacity management?
A. Management, control and prediction of the performance, utilization and capacity of individual elements ofIT technology
B. Review of all capacity supplier agreements and underpinning contracts with supplier management
C. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services
D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion
Answer: D
NEW QUESTION 10
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
A. Change control
B. Continual improvement
C. Problem management
D. Service desk
Answer: C
NEW QUESTION 10
Which guiding principle recommends collecting data before deciding what can be re-used?
A. Focus on value
B. Keep it simple and practical
C. Start where you are
D. Progress interactively with feedback
Answer: C
NEW QUESTION 15
Which is the purpose of the 'monitoring and event management' practice?
A. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
B. To systematically observe services and service components, and record and report selected changes of state
C. To protect the information needed by the organization to conduct its business
D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
Answer: B
NEW QUESTION 19
Which guiding principle recommends standardizing and streamlining manual tasks?
A. Optimize and automate

B. Collaborate and promote visibility
C. Focus on value
D. Think and work holistically
Answer: A
NEW QUESTION 21
What should all 'continual improvement' decisions be based on?
A. Accurate and carefully analysed data

B. Details of how services are measured
C. A recent maturity assessment
D. An up-to-date balanced scorecard
Answer: A
NEW QUESTION 22
What is the purpose of the 'relationship management' practice?
A. To support the agreed quality of a service handling all agreed, userinitiated service requests
B. To set clear business-based targets for service performance

C. To establish and nurture the links between the organization and its stakeholders
D. To align the organization's practices and services with changing business needs
Answer: C
NEW QUESTION 26
A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?
A. As an event
B. As a problem
C. As a service request
D. As a change request
Answer: B
NEW QUESTION 27
What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?
A. A standard change
B. An emergency change
C. An internal change
D. A normal change
Answer: A
NEW QUESTION 28
What is described by the service value system?
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
Answer: C
NEW QUESTION 29
Arrange the following steps of software lifecycle in correct order.
* 1. Retire
* 2. Test
* 3. Operate
* 4. Deploy
* 5. Ideation
* 6. Develop
* 7. Design
A. Ideation, Design, Develop, Deploy, Test, Operate, Retire

B. Retire, Test, Operate, Deploy, Ideation, Develop, Design
C. None of the above
D. Ideation, Test, Develop, Deploy, Design, Operate, Retire
Answer: A
NEW QUESTION 34
Which is a purpose of the 'engage' value chain activity?
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
Answer: D
NEW QUESTION 39
Which practice owns and manages issues, queries and requests from users?
A. Service desk
B. Problem management
C. Incident management
D. Change control
Answer: A
NEW QUESTION 42
What does the 'service request management' practice depend on for maximum efficiency?

A. Self-service tools
B. Compliments and complaints
C. Processes and procedures
D. Incident management
Answer: C
NEW QUESTION 47
Which value chain activity communicates the current status of all four dimensions of service management?
A. Improve
B. Engage
C. Obtain/build
D. Plan
Answer: D
NEW QUESTION 52
Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].
A. Immediate escalation
B. Specialist teams
C. A separate process
D. Third party support
Answer: C
NEW QUESTION 54
A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.
A. outputs
B. outcomes
C. costs
D. risks
Answer: B
NEW QUESTION 56
Which is the correct combination of items that makes up an IT service?
A. Customers, providers and documents

B. Information technology, people and processes
C. Information technology, networks and people
D. People, processes and customers
Answer: B
NEW QUESTION 60
How should an organization include third-party suppliers in the continual improvement of services?
A. Ensure suppliers include details of their approach to service improvement in contracts

B. Require evidence that the supplier uses agile development methods
C. Require evidence that the supplier implements all improvements using project management practices
D. Ensure that all supplier problem management activities result in improvements
Answer: A
NEW QUESTION 65
Which of the following can be used to access service desks?
A. Phone calls
B. All of the above
C. Text and social media messaging
D. Email
Answer: B
NEW QUESTION 70
Which ITIL concept describes governance?
A. The service value system

B. The service value chain
C. The seven guiding principles
D. The four dimensions of service management

Answer: A
NEW QUESTION 72
Which statement about the known error database (KEDB) is CORRECT?
A. It is maintained by the service desk and updated with the details of each new incident
B. It is a part of the configuration management database (CMDB) and contains workarounds
C. It is maintained by problem management and is used by the service desk to help resolve incidents
D. It is maintained by incident management and contains solutions to be implemented by problem management
Answer: C
NEW QUESTION 74
Which statement about outcomes is CORRECT?
A. Outcomes help service consumers achieve outputs

B. Outcomes are one or more services that fulfil the needs of a service consumer
C. Service providers help service consumers achieve outcomes
D. Helping service consumers achieve outcomes reduces service provider costs
Answer: C
NEW QUESTION 77
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
A. Progress iteratively with feedback

B. Think and work holistically
C. Keep it simple and practical
D. Focus on value
Answer: C
NEW QUESTION 80
Which statement about IT service management is CORRECT? D18912E1457D5D1DDCBD40AB3BF70D5D
A. It is performed by customers using a mix of IT systems, services and processes

B. It is performed by IT service providers using a mix of suppliers and their products
C. It is performed by the service desk using a mix of people, process and technology
D. It is performed by IT service providers using a mix of people, process and technology
Answer: D
NEW QUESTION 85
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
A. Progress iteratively with feedback

B. Keep is simple and practical
C. Start where you are
D. Focus on value
Answer: C
NEW QUESTION 88
How does categorization of incidents assist the 'incident management' practice?
A. It determines the priority assigned to the incident

B. It determines how the service provider is perceived
C. It helps direct the incident to the correct support area
D. It ensures that incidents are resolved in timescales agreed with the customer
Answer: C
NEW QUESTION 89
How should an organization adopt continual improvement methods?
A. Use a new method for each improvement the organization handles

B. Select a few key methods for the types of improvement that the organization handles
C. Build the capability to use as many improvement methods as possible
D. Select a single method for all improvements that the organization handles
Answer: B
NEW QUESTION 91
Which activity captures the demand for incident resolution and service requests?

A. Change control
C. Service desk
D. Service catalogue management
Answer: C
NEW QUESTION 94
Service transition contains detailed descriptions of which processes?
A. Change management, service asset and configuration management, release and deployment management
B. Change management, capacity management, event management, service request management
C. Service level management, service portfolio management, service asset and configuration management
D. Service asset and configuration management, release and deployment management, request fulfillment
Answer: A
NEW QUESTION 97
Which guiding principle recommends assessing the current state and deciding what can be reused?
A. Focus on value
B. Start where you are
C. Collaborate and promote visibility
D. Progress iteratively with feedback
Answer: B
NEW QUESTION 98
Which service transition process provides guidance about converting data into information?
A. Change evaluation D18912E1457D5D1DDCBD40AB3BF70D5D

B. Knowledge management
C. Service validation and testing
D. Service asset and configuration management
Answer: B
NEW QUESTION 102

Which is the CORRECT of the ‘R’ role in a RACI matrix?
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
Answer: B
NEW QUESTION 104

Which processes are responsible for the regular review of underpinning contracts?
A. Supplier management and service level management

B. Supplier management and change management
C. Availability management and service level management
D. Supplier management and availability management
Answer: A
NEW QUESTION 107

What is warranty?
A. Assurance that a product or service will meet agreed requirements

B. The amount of money spent on a specific activity or resource
C. The functionality offered by a product or service to meet a particular need
D. The perceived benefits, usefulness and importance of something
Answer: A
NEW QUESTION 111

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.
A. 'focus on value' guiding principle

B. service value system
C. 'service request management' practice
D. four dimensions of service management

Answer: B
NEW QUESTION 112

Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?
A. Service configuration management

B. Service desk
C. IT asset management
D. Monitoring and event management
Answer: A
NEW QUESTION 115

Which statement about the steps to fulfill a service request is CORRECT?
A. They should be complex and detailed

B. They should be well-known and proven
C. They should include incident handling
D. They should be brief and simple
Answer: B
NEW QUESTION 118

What is the purpose of the ‘deployment management’ practice?
A. To ensure services achieve agreed and expected performance

B. To make new or changed services available for use
C. To move new or changed components to live environments
D. To set clear business-based targets for service performance
Answer: C
NEW QUESTION 122

Which value chain activity ensures the availability of service components?
A. Improve
B. Deliver and support
C. Engage
D. Obtain/build
Answer: D
NEW QUESTION 124

Which is NOT a component of the service value system?
A. The guiding principles

B. Governance
C. Practices
D. The four dimensions of service management
Answer: D
NEW QUESTION 125

What is the effect of increased automation on the 'service desk1 practice?
A. Increased ability to focus on fixing technology instead of supporting people

B. Greater ability to focus on customer experience when personal contact is needed
C. Elimination of the need to escalate incidents to support teams
D. Decrease in self-service incident logging and resolution
Answer: B
NEW QUESTION 128

What are ’engage’, ‘plan’ and ‘improve’ examples of?
A. Service value chain activities

B. Service level management
C. Service value chain inputs
D. Change control
Answer: A
NEW QUESTION 130

What is the purpose of the 'information security management1 practice?

A. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
B. To observe services and service components
C. To protect the information needed by the organization to conduct its business
D. To plan and manage the full lifecycle of all IT assets
Answer: C
NEW QUESTION 131

Which statement about change authorization is CORRECT?
A. A change authority should be assigned to each type of change and change model
B. Centralizing change authorization to a single person is the most effective means of authorization
C. The authorization of normal changes should be expedited to ensure they can be implemented quickly
D. Standard changes are high risk and should be authorized by the highest level of change authority
Answer: A
NEW QUESTION 134

Which practice has a purpose that includes ensuring that risks have been properly assessed?
A. Service configuration management

C. Service level management
D. Change control
Answer: D
NEW QUESTION 139

What are the MOST important skills required by service desk staff?
A. Incident analysis skills

B. Technical skills
C. Problem resolution skills
D. Supplier management skills
Answer: A
NEW QUESTION 141

Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?
A. Relationship management
B. Continual improvement
C. Service configuration management
D. Service level management
Answer: B
NEW QUESTION 142

What should be done for every problem?
A. It should have a workaround to reduce the impact

B. It should be prioritized based on its potential impact and probability
C. It should be resolved so that it can be closed
D. It should be diagnosed to identify possible solutions
Answer: B
NEW QUESTION 146

What should be done first when applying the 'focus on value' guiding principle?
A. Identify all suppliers and partners involved in the service

B. Determine the cost of providing the service
C. Identify the outcomes that the service facilitates
D. Determine who the service consumer is in each situation
Answer: D
NEW QUESTION 150

What are the types of asset management?
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

Answer: A
NEW QUESTION 155

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.
A. plans
B. measurement
C. process
D. tools
Answer: B
NEW QUESTION 158

Which describes a set of defined steps for implementing improvements?
A. The ‘improve’ value chain activity

B. The ‘continual improvement register’
C. The ‘continual improvement model’
D. The ‘engage’ value chain activity
Answer: C
NEW QUESTION 160

Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?
A. Keep it simple and practical

B. Optimize and automate
C. Progress iteratively with feedback
D. Focus on value
Answer: D
NEW QUESTION 164

What is a definition of a service improvement plan (SIP)?
A. A formal plan to implement improvements to a customer’s business processes

B. An input from availability management to service level management, detailing the service design plan
C. A formal plan to implement improvements to a service or process
D. An input from financial management for IT services to service level management, detailing the budget plan
Answer: C
Explanation:
D18912E1457D5D1DDCBD40AB3BF70D5D
NEW QUESTION 165

What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
A. A customer
B. A user
C. A configuration item (CI)
D. An IT asset
Answer: A
NEW QUESTION 168

What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?
A. The problem record is deleted

B. The problem remains in the known error status
C. A change request is submitted to change control
D. Problem management restores the service as soon as possible
Answer: B
NEW QUESTION 171

Which skill is an essential part of the 'service level management' practice?
A. Problem analysis
B. Technical knowledge
C. Listening
D. Diagnosis
Answer: C

NEW QUESTION 174

Which term describes the functionality offered by a service?
A. cost
B. Utility
C. Warranty
D. Risk
Answer: B
NEW QUESTION 177

Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
A. Incident management
B. Monitoring and event management
C. Change control
D. Information security management
Answer: D
NEW QUESTION 180

Which function is responsible for the management of a data centre?
A. Technical management
B. Service desk
C. Application management
D. Facilities management
Answer: D
Explanation:
D18912E1457D5D1DDCBD40AB3BF70D5D
NEW QUESTION 184

Which service level metrics are BEST for measuring user experience?
A. Single system-based metrics

B. Metrics for the percentage of uptime of a service
C. Operational metrics
D. Metrics linked to defined outcomes
Answer: D
NEW QUESTION 187

Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?
A. Optimize and automate

B. Start where you are
C. Focus on value
D. Progress iteratively with feedback
Answer: D
NEW QUESTION 189

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
A. 1 and 2
B. 1 and 3
C. 2 and 4
D. 3 and 4
Answer: A
NEW QUESTION 191

What is an output?
A. A possible event that could cause harm or loss

B. Something created by carrying out an activity
C. A result for a stakeholder
D. A change of state that has significance for the management of a configuration item

Answer: B
NEW QUESTION 194

Which joint activity performed by a service provider and service consumer ensures continual value co-creation?
A. Service offering
B. Service provision
C. Service relationship management
D. Service consumption
Answer: C
NEW QUESTION 195

Which dimension includes activities and workflows?
A. Value streams and processes

B. Partners and suppliers
C. Information and technology
D. Organizations and people
Answer: A
NEW QUESTION 197

Which is an important principle of communication in service operation?
A. Information should always be communicated

B. It has an intended purpose or a resultant action D18912E1457D5D1DDCBD40AB3BF70D5D
C. Meetings are always the best method of communication
D. It is stored in the configuration management system
Answer: B
NEW QUESTION 200

Which of the following is an example of incident?
A. A backup server is being rebooted while services are running on the primary server
B. An application is not available during the business hours
C. A user has requested access to a shared repository
D. A user wants to reset the password of a server
Answer: B
NEW QUESTION 203

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What are the main processes involved in ITIL?

What are the main processes involved in ITIL?

What are the main roles involved in change management?

What are the main roles involved in change management?

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A. It optimizes overall business risk

A. Problem investigation and resolution

A. Inputs, outputs and triggers

A. As soon as a solution for the problem has been identified

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A. Standardizing practices and services

A. Optimize and automate

A. Accurate and carefully analysed data

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A. Ideation, Design, Develop, Deploy, Test, Operate, Retire

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

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A. Customers, providers and documents

A. Ensure suppliers include details of their approach to service improvement in contracts

A. The service value system

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A. Outcomes help service consumers achieve outputs

A. Progress iteratively with feedback

A. It is performed by customers using a mix of IT systems, services and processes

A. Progress iteratively with feedback

A. It determines the priority assigned to the incident

A. Use a new method for each improvement the organization handles

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A. Change evaluation D18912E1457D5D1DDCBD40AB3BF70D5D

NEW QUESTION 102

A. This role ensures that activities are executed correctly

NEW QUESTION 104

A. Supplier management and service level management

NEW QUESTION 107

A. Assurance that a product or service will meet agreed requirements

NEW QUESTION 111

A. 'focus on value' guiding principle

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NEW QUESTION 112

A. Service configuration management

NEW QUESTION 115

A. They should be complex and detailed

NEW QUESTION 118

A. To ensure services achieve agreed and expected performance

NEW QUESTION 122

NEW QUESTION 124

A. The guiding principles

NEW QUESTION 125

A. Increased ability to focus on fixing technology instead of supporting people

NEW QUESTION 128

A. Service value chain activities

NEW QUESTION 130

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NEW QUESTION 131

NEW QUESTION 134

A. Service configuration management

NEW QUESTION 139

A. Incident analysis skills