ITILFND V4 Update June 2023

ITIL ITILFND V4 Exam - Questions and Answers - CertLibrary.com https://www.certlibrary.com/exam/ITILFND%20V4?
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ITIL 4 Foundation v1.0 - Full Access

Question 1 ( Topic 1)
How are target resolution times used in the 'incident management' practice?
A. They are agreed, documented, and communicated to help set user expectations
B. They are established, reviewed, and reported to ensure that customers are happy with the service
C. They are initiated, approved, and managed to ensure that predictable responses are achieved
D. They are scheduled, assessed and authorized to reduce the risk of service failures
Answer : A
Why should some service requests be fulfilled with no additional approvals?
A. To ensure that spending is properly accounted for

B. To ensure that information security requirements are met
C. To streamline the fulfilment workflow
D. To set user expectations for fulfilment times
Answer : C
What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
A. Service offering
B. Service provision
C. Service management
D. Service consumption
Answer : C
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ITIL ITILFND V4 Exam - Questions and Answers - CertLibrary.com https://www.certlibrary.com/exam/ITILFND%20V4?qpp_select=339
Which gives a user access to a system?
A. Service requirement
B. Service agreement
C. Service consumption
D. Service provision
Answer : D
Which statement about managing incidents is CORRECT?
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
Answer : C
Which statement about the service value chain is CORRECT?
A. The service value chain converts value into demand

B. Each value chain activity uses different combinations of practices to convert inputs into outputs
C. Each value chain activity identifies a requirement for resources from an external supplier
D. The service value chain uses value streams to describe a combination of consumers and providers
Answer : B
What describes how components and activities work together to facilitate value creation?
A. The ITIL service value system

B. The ITIL guiding principles
C. The four dimensions of service management
D. A service relationship
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Answer : A
Which practice involves the management of vulnerabilities that were not identified before the service went live?
A. Service request management

B. Problem management
C. Change control
D. Service level management
Answer : B
Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT?
A. It should always be used to support direct observation

B. It should always be used instead of direct observation
C. Measured data is always more accurate than direct observation
D. The act of measuring always positively impacts results
Answer : A
Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?
A. Service desk
B. Service request management
C. Service level management
D. Service configuration management
Answer : C
What should be considered as part of the 'partners and suppliers' dimension?
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A. The level of integration and formality involved in the relationships between organizations
B. The activities, workflows, controls and procedures needed to achieve the agreed objectives
C. The information created, managed and used in the course of service provision and consumption
D. The required skills and competencies of teams and individual members of the organization
Answer : A
Which practice makes new services available for use?
A. Change enablement
B. Release management
C. Deployment management
D. IT asset management
Answer : B
Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?
A. Executing improvement actions

B. Performing baseline assessments
C. Defining the improvement plan
D. Understanding the business mission
Answer : B
Which guiding principle considers the importance of customer loyalty?
A. Progress iteratively with feedback

B. Focus on value
C. Optimize and automate
D. Start where you are
Answer : B
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Which is a recommendation of the guiding principle 'think and work holistically'?
A. Conduct a review of existing service management practices and decide what to keep and what to discard
B. Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
C. Review service management practices and remove any unnecessary complexity
D. Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative
Answer : D
Which statement about 'continual improvement' is CORRECT?
A. All improvement ideas should be logged in a single 'continual improvement register'

B. A single team should carry out 'continual improvement' across the organization
C. 'Continual improvement' should have minimal interaction with other practices
D. Everyone in the organization is responsible for some aspects of 'continual improvement'
Answer : D
What impact does automation have on a service desk?
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 centralized location
Answer : A
Identify the missing word(s) in the following sentence:

The service desk should be the entry point and single point of contact for the [?] with all of its users.
A. Service consumer
B. Service provider
C. Customer
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D. Supplier
Answer : B
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
A. Customer engagement
B. Operational metrics
C. Business metrics
D. Customer feedback
Answer : A
Which is a result of applying the guiding principle 'progress iteratively with feedback'?
A. The ability to discover and respond to failure earlier

B. Standardization of practices and services
C. Understanding the customer's perception of value
D. Understanding the current state and identifying what can be reused
Answer : A
What can be used to determine if a service is 'fit for purpose'?
A. Availability
B. Warranty
C. Outcome
D. Utility
Answer : D
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In service relationships, what is a benefit of identifying consumer roles?
A. It enables effective stakeholder management

B. It provides shared service expectations
C. It removes constraints from the customer
D. It enables a common definition of value
Answer : A
Which is an external input to the service value chain?
A. The 'improve' value chain activity

B. An overall plan
C. Customer requirements
D. Feedback loops
Answer : C
What term is used to describe whether a service will meet availability, capacity and security requirements?
A. Outcomes
B. Value
C. Utility
D. Warranty
Answer : D
What is the purpose of the 'incident management' practice?
A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
B. To capture demand for incident resolution and service requests
C. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
D. To support the agreed service quality by effective handling of all agreed user-initiated service requests
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Answer : A
What is defined as an unplanned interruption or reduction in the quality of a service?
A. An incident
B. A problem
C. A change
D. An event
Answer : A
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical
levels?
A. Supplier management
B. Change control
C. Relationship management
D. Service desk
Answer : C
What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?
A. Restricting information about the improvement to essential stakeholders only

B. Increasing collaboration and visibility for the improvement
C. Involving customers after all planning has been completed
D. Engaging every stakeholder group in the same way, with the same communication
Answer : C
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What varies in size and complexity, and uses functions to achieve its objectives?
A. A risk
B. An organization
C. A practice
D. An outcome
Answer : B
Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?
A. Deployment management
B. Release management
C. Change control
Answer : C
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
A. Information security management

B. Continual improvement
C. Monitoring and event management
Answer : A
Which will help solve incidents more quickly?
A. Target resolution times

B. Escalating all incidents to support teams
C. Collaboration between teams
D. Detailed procedural steps for incident investigation
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Answer : D
When is the earliest that a workaround can be documented in 'problem management'?
A. After the problem has been logged

B. After the problem has been prioritized
C. After the problem has been analyzed
D. After the problem has been resolved
Answer : C
Which is an activity of the 'problem management' practice?
A. Restoration of normal service operation as quickly as possible

B. Prioritization of problems based on the risk that they pose
C. Authorization of changes to resolve the cause of problems
D. Resolution of incidents in a time that meets customer expectations
Answer : B
Which practice is MOST likely to benefit from the use of chatbots?
A. Service level management

B. Change enablement
C. Continual improvement
D. Service desk
Answer : D
Where are the details of the required performance outcomes of a service defined?
A. Service level agreements

B. Service requests
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C. Service components
D. Service offerings
Answer : A
Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?
A. Plan
B. Improve
C. Design and transition
D. Deliver and support
Answer : A
Which practice has the purpose of ensuring that the organization's suppliers and their performance are managed appropriately to support the
provision of seamless, quality products and services?
A. Release management
B. Supplier management
C. Service management
D. Relationship management
Answer : B
Which two practices interact the MOST with the service desk practice?
A. Incident management and service request management

B. Service request management and deployment management
C. Deployment management and change enablement
D. Change enablement and incident management
Answer : A
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Which is an activity of the 'incident management' practice?
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
Answer : C
Identify the missing words in the following sentence:

A user is [?] that uses services.
A. an organization
B. a role
C. a team
D. a supplier
Answer : B
Which is included in the purpose of the 'change enablement' practice?
A. Make new and changed services available for use

B. Ensure that risks have been properly assessed
C. Record and report selected changes of state
D. Plan and manage the full lifecycle of all IT assets
Answer : B
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Which activity is part of the 'continual improvement' practice?
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
Answer : D
In which step of the 'continual improvement model' is an improvement plan implemented?
A. What is the vision?

B. How do we get there?
C. Take action
D. Did we get there?
Answer : C
Which is the BEST example of a standard change?
A. The review and authorization of a change requested by a customer

B. The implementation of a critical software patch in response to a vendor security issue
C. The installation of a software application in response to a service request
D. The replacement of a component in response to a major incident
Answer : C
Which statement about the automation of service requests is CORRECT?
A. Service requests that cannot be automated should be handled as incidents

B. Service requests and their fulfilment should be automated as much as possible
C. Service requests that cannot be automated should be handled as problems
D. Service requests and their fulfilment should be carried out by service desk staff without automation
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Answer : B
Which can act as an operating model for an organization?
A. The four dimensions of service management

B. The service value chain
C. The ITIL guiding principles
D. Continual improvement
Answer : B
Which practice recommends the use of event-based surveys to gather feedback from customers?

C. Service request management
D. Problem management
Answer : A
Which statement about change authorities is CORRECT?
A. Change authorities are only required for authorizing emergency changes

B. Change authorities are assigned when each change is deployed
C. Change authorities are only required for authorizing normal changes
D. Change authorities are assigned for each type of change and change model
Answer : D
Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

B. Service level management
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C. Incident management
D. Change enablement
Answer : C
Which will NOT be handled as a service request?
A. The degradation of a service

B. The replacement of a toner cartridge
C. The provision of a laptop
D. A complaint about a support team
Answer : A
A service offering may include goods, access to resources, and service actions. Which is an example of a service action?
A. A mobile phone enables a user to work remotely

B. A password allows a user connect to a WiFi network
C. A license allows a user to install a software product
D. A service desk agent provides support to a user
Answer : D
Which describes a CORRECT approach to change authorization?
A. Changes included in the change schedule are pre-authorized and do not need additional authorization
B. Normal changes should be assessed and authorized before they are deployed
C. Emergency changes should be authorized by as many people as possible to reduce risk
D. Normal changes are typically implemented as service requests and authorized by the service desk
Answer : B
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Which statement about a service value stream is CORRECT?
A. It uses prescriptive inputs and outputs

B. It is a value chain activity
C. It integrates practices for a specific scenario
D. It is used to provide governance
Answer : C
Which statement about outputs is CORRECT?
A. They consist of several outcomes

B. They capture customer demand for services
C. They contribute to the achievement of outcomes
D. They describe how the service performs
Answer : C
Which is an example of a business related measurement?
A. The number of passengers checked in

B. The average time to respond to change requests
C. The average resolution time for incidents
D. The number of problems resolved
Answer : A
Which BEST describes the purpose of the 'improve' value chain activity?
A. To organize a major improvement initiative into several smaller initiatives

B. To make new and improved services and features available for use
C. To ensure a shared understanding of the vision and improvement direction for all products and services
D. To continually improve all products and services across all value chain activities
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Answer : D
Which includes governance, management practices, and continual improvement?
A. The service value system

B. The 'deliver and support' value chain activity
C. The 'focus on value' guiding principle
D. The 'value stream and processes' dimension
Answer : A
What is the definition of a problem?
A. An unplanned interruption to a service, or reduction in the quality of a service

B. A cause, or potential cause, of one or more incidents
C. An incident for which a full resolution is not yet available
D. Any change of state that has significance for the management of a configuration item (CI)
Answer : B
Which practice provides a communications point for users to report operational issues, queries and requests?
A. Incident management
C. Service desk
Answer : C
Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
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A. Organizations and people

B. Information and technology
C. Partners and suppliers
D. Value streams and processes
Answer : A
An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?
A. Collaborate and promote visibility

B. Start where you are
C. Focus on value
D. Keep it simple and practical
Answer : A
Which practice has a strong influence on the user experience and perception of the service provider?
A. Service desk
D. Supplier management
Answer : A
Which statement about service requests is CORRECT?
A. Complex service requests should be dealt with as normal changes

B. Service requests that require simple workflows should be dealt with as incidents
C. Service requests require workflows that should use manual procedures and avoid automation
D. Service requests are usually formalized using standard procedures for initiation, approval and fulfilment
Answer : D
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Which practice is responsible for moving new or changed components to live or other environments?
A. Release management
B. Deployment management
C. Change enablement
D. Supplier management
Answer : B
Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of
services?

Answer : C
Which of these activities is carried out as part of 'problem management'?
A. Creating incident records

B. Diagnosing and resolving incidents
C. Escalating incidents to a support team for resolution
D. Trend analysis of incident records
Answer : D
What must always be done before an activity is automated?
A. Check that the activity has already been optimized

B. Check that suitable new technology has been purchased
C. Ensure that DevOps has been successfully implemented
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D. Ensure the solution removes the need for human intervention
Answer : A
What is a change schedule PRIMARILY used for?
A. To help plan emergency changes

B. To help authorize standard changes
C. To help assign a change authority
D. To help manage normal changes
Answer : D
Which role approves the cost of services?
A. User
B. Change authority
C. Sponsor
D. Customer
Answer : C
What actions does a service desk take for all issues, queries and requests that are reported to them?
A. Schedule, assess, authorize

B. Diagnose, investigate, resolve
C. Initiate, approve, fulfil
D. Acknowledge, classify, own
Answer : C
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Which describes the utility of a service?
A. A service that is fit for use

B. A service that meets its service level targets
C. A service that increases constraints on the consumer
D. A service that supports the performance of the consumer
Answer : D
Which is included in the purpose of the 'service level management' practice?
A. To maximize the number of successful service and product changes

B. To ensure accurate information about the configuration of services is available
C. To set clear business-based targets for service levels
D. To ensure that suppliers and their performance are managed appropriately
Answer : C
Which usually requires a team of representatives from many stakeholder groups?
A. Fulfilling a service request

B. Authorizing an emergency change
C. Logging a new problem
D. Investigating a major incident
Answer : D
Which value chain activity ensures that service components meet agreed specifications?
A. Plan
B. Design and transition
C. Obtain/build
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Answer : C
What includes governance as a component?
A. Practices
B. The service value chain
C. The service value system
D. The guiding principles
Answer : C
Which practice needs people who understand complex systems and have creative and analytical skills?
Answer : D
What is the definition of a known error?
A. An unplanned interruption to a service, or reduction in the quality of a service

B. A cause, or potential cause, of one or more incident
C. A problem that has been analyzed and has not been resolved
D. Any change of state that has significance for the management of a service or other configuration item (CI)
Answer : C
Which guiding principle is PRIMARILY concerned with end-to-end service delivery?
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A. Focus on value
B. Think and work holistically
D. Collaborate and promote visibility
Answer : B
What are typically recognized through notifications created by an IT service, CI or monitoring tool?
A. Incidents
B. Problems
C. Events
D. Requests
Answer : C
Which dimension considers data security and privacy?

Answer : B
Which term relates to service levels aligned with the needs of service consumers?
A. Service management
B. Warranty
C. Cost
D. Utility
Answer : B
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Which directly assists with the diagnosis and resolution of simple incidents?
A. Scripts for collecting user information

B. Use of shift working patterns
C. Fulfilment of service requests
D. Creation of a temporary team
Answer : A
What are guiding principles?
A. A set of interconnected activities that help an organization deliver a valuable service

B. A description of one or more services that help address the needs of a target consumer group
C. A set of specialized organizational capabilities for enabling value for customers
D. Recommendations that help an organization when adopting a service management approach
Answer : D
Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'?
A. Only add controls and metrics when they are needed

B. Design controls and metrics first, then remove those not adding value
C. Design controls and metrics and add them individually until all are implemented
D. Only add controls and metrics that are required for compliance
Answer : B
What is the purpose of the 'problem management' practice?
A. To protect the information needed by the organization to conduct its business

B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and
known errors
C. To align the organization's practices and services with changing business needs through the ongoing identification and improvement of
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services
D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
Answer : B
Which practice forms a link between the service provider and the users of services?
C. Problem management
D. Service desk
Answer : D
Which is a purpose of release management?
A. To protect the organization's information

B. To handle user-initiated service requests
C. To make new and changed services available for use
D. To move hardware and software to live environments
Answer : C
What is recommended by the guiding principle 'progress iteratively with feedback'?
A. A current state assessment that is carried out at the start of an improvement initiative
B. The identification of all interested parts at the start of an improvement initiative
C. An improvement initiative that is broken into a number of manageable sections
D. An assessment of how all the parts of an organization will affect an improvement initiative
Answer : C
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Which guiding principle considers customer and user experience?
A. Collaborate and promote visibility

B. Focus on value
C. Start where you are
Answer : B
Which statement about the 'change enablement' practice is CORRECT?
A. Service requests are usually normal changes that can be implemented quickly without authorization
B. Emergency changes are changes that must be fully tested and fully documented prior to implementation
C. Standard changes are changes that need to be scheduled, assessed and authorized following a standard process
D. Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited
Answer : D
Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?
A. Define measurable targets

B. Perform baseline assessments
C. Execute improvement actions
D. Evaluate measurements and metrics
Answer : D
What can a service remove from the consumer and impose on the consumer?
A. Utility
B. Asset
C. Cost
D. Outcome
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Answer : C
What does 'change enablement' PRIMARILY focus on?
A. Changes to service levels

B. Changes to products and services
C. Changes to organizational structure
D. Changes to skills and competencies
Answer : B
Which is handled as a service request?
A. An investigation to identify the cause of an incident

B. A compliment about an IT support team
C. The failure of an IT service
D. An emergency change to implement a security patch
Answer : B
Which is a key requirement for a successful service level agreement (SLA)?
A. Using individual metrics that relate to the service catalogue

B. Using bundled metrics to relate performance to outcomes
C. Using single-system-based metrics that relate to outputs
D. Using an agreement between the service provider and service supplier
Answer : B
Which is considered by the 'partners and suppliers' dimension?
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A. Using artificial intelligence

B. Defining controls and procedures
C. Using formal roles and responsibilities
D. Working with an integrator to manage relationships
Answer : D
Which practice recommends using tools for collaboration and the automated matching of symptoms?
A. Problem management
D. Service request management
Answer : C
Which practice would help a user gain access to an application that they need to use?
A. Service configuration management

Answer : C
What is used to link activities within the service value chain?
A. Service level agreements

B. Inputs, outputs and triggers
C. Opportunity, demand and value
D. Service desk
Answer : B
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Which two practices use workarounds?
A. Change enablement and continual improvement

B. Change enablement and problem management
C. Problem management and incident management
D. Incident management and continual improvement
Answer : C
Which is included in the purpose of the 'deliver and support' value chain activity?
A. Meeting stakeholder expectations for time to market

B. Understanding the organization's service vision
C. Understanding stakeholder needs
D. Providing services to agreed specifications
Answer : D
Which are elements of the service value system?
A. Service provision, service consumption, service relationship management

B. Governance, service value chain, practices
C. Outcomes, utility, warranty
D. Customer value, stakeholder value, organization
Answer : B
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What is an incident?
A. The planned removal of an item that might affect a service

B. A result enabled by one or more outputs
C. A possible future event that could cause harm
D. A service interruption resolved by the use of self-help tools
Answer : D
What is defined as a change of state that has significance for the management of an IT service?
A. Event
B. Incident
C. Problem
D. Known error
Answer : A
Which dimension includes the knowledge needed for the management of services?

Answer : B
What is the PRIMARY use of a change schedule?
A. To support the 'incident management' practice and improvement planning

B. To manage emergency changes
C. To plan changes and help avoid conflicts
D. To manage standard changes
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Answer : C
Which guiding principle focuses on reducing costs and human errors?
A. Focus on value
B. Collaborate and promote visibility
D. Think and work holistically
Answer : C
Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?
A. Start where you are

C. Progress iteratively with feedback
Answer : C
Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?
A. Define measurable targets

B. Perform baseline assessments
C. Execute improvement actions
D. Evaluate measurements and metrics
Answer : D
What is important for a 'continual improvement register' (CIR)?
A. Improvement ideas are documented, assessed and prioritized

B. Improvement ideas from many sources are kept in a single CIR
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C. Improvement ideas that are not being actioned immediately are removed from the CIR
D. Improvement ideas are tested, funded and agreed
Answer : A
Which is a purpose of the 'service level management' practice?
A. To establish and nurture the links between the organization and its stakeholders
B. To ensure that the organization's suppliers and their performance are managed appropriately
C. To support the agreed quality of a service by handling all agreed, user-initiated service requests
D. To set clear business-based targets for service levels
Answer : D
What describes the steps needed to create and deliver a specific service to a consumer?
A. Service management
B. Practices
C. A value stream
Answer : C
Which helps to manage an incident when it is unclear which support team should be working on the incident?
A. Disaster recovery plans

B. Swarming
C. Target resolution times
D. Self-help
Answer : B
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Which statement about the 'continual improvement' practice is CORRECT?
A. Continual improvement participation should be limited to a small dedicated team

B. It is the role of senior management to authorize improvement initiatives
C. Training should be provided to those involved in continual improvement
D. A single continual improvement register should be maintained by senior management
Answer : B
Which does the ITIL service value system discourage?
A. Coordinated authorities and responsibilities

B. Organizational silos
C. Interfaces among practices
D. Organizational agility
Answer : B
An SLA is a service level agreement. Which describes the 'watermelon SLA' effect?
A. A single SLA defines target service levels for multiple customers, 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 customers to see that the service provider is doing a really good job, so this improves satisfaction
Answer : B
Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?

B. Service desk
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Answer : A
What is a service?
A. A possible event that could cause harm or loss, or make it more difficult to achieve objectives
B. 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
C. A tangible or intangible deliverable of an activity
D. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available
service offerings
Answer : B
Which TWO are important aspects of the 'service request management' practice?
1. Standardization and automation
2. Providing a variety of channels for access
3. Establishing a shared view of targets
4. Policies for approvals
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
Answer : D
What is required by all service desk staff?
A. Excellent technical knowledge

B. Root cause analysis skills
C. Demonstration of emotional intelligence
D. Knowledge of telephony technology
Answer : C
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Which practice establishes a channel between the service provider and its users?
A. Relationship management
C. Supplier management
D. Service desk
Answer : D
Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a
quicker rate?
A. Service desk
B. Monitoring and event management
Answer : D
Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
A. Relationship management
C. Release management
D. Monitoring and event management
Answer : B
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Which practice provides users with a way to get various requests arranged, explained and coordinated?

B. Relationship management
D. Service desk
Answer : D
Which helps to streamline the fulfilment of service requests?
A. Understanding which service requests can be accomplished with limited approvals

B. Creating new workflows for every service request
C. Separating requests relating to service failures from the degradation of services
D. Eliminating service requests which have complex workflows
Answer : A
Which statement about outcomes is CORRECT?
A. They are deliverables provided to service consumers

B. They allow service consumers to achieve a desired result
C. They provide products to service providers based on outputs
D. They co-create value for service providers by reducing costs and risks
Answer : B
Which guiding principle says that services and processes should NOT provide a solution for every exception?
A. Keep it simple and practical

C. Think and work holistically
D. Optimize and automate
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Answer : A
Identify the missing word in the following sentence.

The purpose of the 'supplier management' practice is to ensure that the organization‫ג‬€™s suppliers and their performances are [?] appropriately
to support the seamless provision of quality products and services.
A. measured
B. rewarded
C. managed
D. defined
Answer : C
Identify the missing words in the following sentence.

The purpose of the service configuration management practice is to ensure that accurate and reliable information about the [?], and the CIs that
support them, is available when and where it is needed.
A. relationships with suppliers

B. configuration of services
C. skills of people
D. authorization of changes
Answer : B
Which practice requires skills and competencies related to business analysis, supplier management and relationship management?
B. Monitoring and event management
Answer : C
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When should a workaround be created?
A. As soon as possible, once the incident is logged

B. After the resolution of a problem
C. When a problem cannot be resolved quickly
D. When a potential permanent solution has been identified
Answer : C
What is a configuration item?
A. Any financially valuable component that can contribute to the delivery of an IT product or service
B. Any change of state that has significance for the management of a service
C. Any component that needs to be managed in order to deliver an IT service
D. A problem that has been analyzed but has not been resolved
Answer : C
Identify the missing words in the following sentence.

When an organization has decided to improve a service, it should start by considering [?].
A. existing information
B. new methods
C. additional measurements
D. revised processes
Answer : A
Which is a use of the change schedule?
A. Assigning resources to changes

B. Deciding the approval authority for changes
C. Automating the change process
D. Creating change models
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Answer : A
Which dimension of service management considers the workflows and controls needed to deliver services?

Answer : D
Which guiding principle considers how the steps of a process can be performed as efficiently as possible?
A. Focus on value
Answer : D
Which statement about the 'incident management' practice is CORRECT?
A. It identifies the cause of major incidents

B. It authorizes changes to resolve incidents
C. It maintains detailed procedures for diagnosing incidents
D. It resolves the highest impact incidents first
Answer : D
How should an organization prioritize incidents?
A. Ask the user for their preferred resolution timeframe
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B. Assess the availability of the appropriate support team

C. Use an agreed classification which is based on the business impact of the incident
D. Create an order of incidents based on the dates and times when they were logged
Answer : C
Which is a purpose of the 'relationship management' practice?
A. To systematically observe services and service components

B. To protect the information needed by the organization to conduct its business
C. To be the entry point and single point of contact for the service provider with all of its users
D. To identify, analyze, monitor, and continually improve links with stakeholders
Answer : D
Which statement about problems is CORRECT?
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
Answer : D
Which is a risk that might be removed from a service consumer by an IT service?
A. Service provider ceasing to trade

B. Security breach
C. Failure of server hardware
D. Cost of purchasing servers
Answer : B
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Which is one of the MAIN concerns of the 'design and transition' value chain activity?
A. Understanding the organization's vision

B. Understanding stakeholder needs
C. Meeting stakeholder expectations
D. Ensuring service components are available
Answer : C
Which should be handled by 'service request management'?
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
Answer : B
What can be described as an operating model for the creation and management of products and services?
A. Governance
B. Service value chain
C. Guiding principles
D. Practices
Answer : B
Which action is performed by a service provider?
A. Requesting required service actions

B. Authorizing budget for service consumption
C. Ensuring access to agreed resources
D. Receiving of the agreed goods
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Answer : C
Which step of the continual improvement model includes baseline assessments?
A. Did we get there?

B. Where are we now?
C. What is the vision?
D. Where do we want to be?
Answer : B
Which describes a 'change authority'?
A. A model used to determine who will assess a change

B. A person who approves a change
C. A tool used to help plan changes
D. A way to manage the people aspects of change
Answer : B
Which is NOT a component of the service value system?
A. The service value chain

B. Opportunity and demand
D. Governance
Answer : B
Which statement about service relationship management is CORRECT?
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A. It focuses on the service actions performed by users

B. It requires the service consumer to create resources for the service provider
C. It requires co-operation of both the service provider and service consumer
D. It focuses on the fulfilment of the agreed service actions
Answer : C
What is the MOST important reason for prioritizing incidents?
A. To ensure that user expectations are realistic

B. To ensure that incidents with highest impact are resolved first
C. To help information-sharing and learning
D. To provide links to related changes and known errors
Answer : B
Which 'service level management' activity helps staff to deliver a more business-focused service?
A. Creating targets based on the percentage of uptime of a service

B. Understanding the ongoing requirements of customers
C. Using complex technical terminology in service level agreements (SLAs)
D. Measuring low-level operational activities
Answer : B
Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?

B. Service configuration management
C. Deployment management
Answer : A
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Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?
A. Progress iteratively with feedback

Answer : D
What is the purpose of the 'monitoring and event management' practice?
A. To restore normal service operation as quickly as possible

B. To manage workarounds and known errors
C. To capture demand for incident resolution and service requests
D. To systematically observe services and service components
Answer : D
A. Outcomes rely on outputs to deliver results for a stakeholder

B. Outcomes use activities to produce tangible or intangible deliverables
C. Outcomes give service consumers assurance of products or services
D. Outcomes help a service consumer to assess the cost of a specific activity
Answer : A
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Which skill is required by the 'service level management' practice?
B. Technical expertise
C. Event monitoring
Answer : A
Which statement about the 'continual improvement model' is CORRECT?
A. Organizations should work through the steps of the model in the sequence in which they are presented
B. The flow of the model helps organizations to link improvements to its goals
C. The model is applicable to only certain parts of the service value system
D. Organizations should use an additional model or method to link improvements to customer value
Answer : A
What is the definition of warranty?
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
Answer : D
Which practice has a purpose that includes managing risks relating to confidentiality, integrity and availability?
C. Information security management
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Answer : C
Which statement about value creating activities is CORRECT?
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
Answer : A
Which is provided by the 'engage' value chain activity?
A. Ensuring that stakeholder expectations for quality are met

B. Ensuring that stakeholder needs are understood by the organization
C. Ensuring that service components are available when needed
D. Ensuring that services are operated to meet agreed specifications
Answer : B
Which is part of the 'focus on value' guiding principle?
A. Understanding what services help the service consumer

B. Reducing the number of steps in the customer experience
C. Assessing services to identify parts that can be reused
D. Identifying activities that can be achieved in smaller iterations
Answer : A
Which is part of the definition of a customer?
A. The role that defines the requirements for a service

B. A means of enabling value co-creation
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C. The role that authorizes budget for service consumption

D. A set of specialized organizational capabilities for enabling value
Answer : A
Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?
A. Focus on value
Answer : C
Identify the missing words in the following sentence:

The 'incident management' practice should maintain [?] for logging and managing incidents.
A. a dedicated team
B. a formal process
C. detailed procedures
D. a value chain activity
Answer : C
What is the purpose of the 'deployment management' practice?
A. To make new and changed services and features available for use
B. To move new or changed components to live environments
C. To plan and manage the full lifecycle of all IT assets
D. To protect the information needed by the organization to conduct its business
Answer : B
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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
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
Answer : D
Which is an activity of 'problem identification'?
A. Analyzing information from software developers

B. Establishing problem workarounds
C. Analyzing the cause of problems
D. Establishing potential permanent solutions
Answer : A
Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?

B. Service desk
D. Deployment management
Answer : B
Which statement about standard changes is CORRECT?
A. A full assessment should be completed each time the change is implemented

B. The change can be implemented with less testing if necessary
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C. The appropriate change authority should be assigned to each type of change

D. The change does not require additional authorization
Answer : D
Which TWO are considered part of the 'organizations and people' dimension of service management?
1. Systems of authority
2. Culture
3. Relationships between organizations
4. Workflows
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
Answer : A
Which statement about the 'service request management' practice is CORRECT?
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
Answer : A
What is a cause, or potential cause, of one or more incidents?
A. A problem
B. A configuration item
C. A workaround
D. An incident
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Answer : A
Which guiding principle says that it is not usually necessary to build something new?
A. Focus on value
C. Progress iteratively with feedback
Answer : B
Which practice includes management of workarounds and known errors?
A. Monitoring and event management

D. Incident management
Answer : C
Which activity is part of the 'continual improvement' practice?
A. Handling compliments and complaints from users to identify improvements

B. Improving relationships with and between stakeholders
C. Prioritizing and creating business cases for improvement initiatives
D. Identifying the cause of unplanned interruptions to service
Answer : C
Identify the missing word in the following sentence:

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.
A. utility
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B. warranty
C. outcomes
D. outputs
Answer : C
Which is a low risk change that has been pre-approved so that no additional authorization is needed?
A. A standard change
B. A change model
C. An emergency change
D. A normal change
Answer : A
Which describes the 'plan' value chain activity?
A. It ensures a shared understanding of the current status and vision for all products and services across the organization
B. It ensures that services are delivered and supported according to agreed specifications and stakeholders‫ג‬€™ expectations
C. It ensures that service components are available when and where they are needed, and meet agreed specifications
D. It ensures continual improvement of products, services, and practices across all value chain activities
Answer : A
Which phase of problem management includes analyzing incidents to look for patterns and trends?
A. Problem identification
B. Problem control
C. Error control
D. Post-implementation review
Answer : A
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Which statement about the 'optimize and automate' guiding principle is CORRECT?
A. Activities should be automated before they are optimized

B. Automation is best applied to non-standard tasks
C. Technology eliminates the need for human intervention
D. Automation frees human resources for more complex activities
Answer : C
What is defined as any financially valuable component that can contribute to the delivery of a service?
A. Configuration item
B. Product
C. IT asset
D. Event
Answer : C
Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific circumstances?
A. Continual improvement
C. Practices
D. Guiding principles
Answer : A
What is the MAIN benefit of 'problem management'?
A. Restoring normal service as quickly as possible

B. Reducing the number and impact of incidents
C. Maximizing the number of successful changes
D. Managing workarounds and known errors
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Answer : D
Which guiding principle discourages 'silo activity'?
A. Focus on value
C. Collaborate and promote visibility
Answer : C
What is included in the purpose of the ‫ג‬€˜relationship management‫ג‬€™ practice?
A. Identifying, analyzing, monitoring, and the continual improvement of relationships with stakeholders
B. Setting clear business-based targets so that the delivery of a service can be properly assessed
C. Creating collaborative relationships with key suppliers to uncover and realize new value
D. Handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
Answer : A
Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?

C. Service desk
D. Monitoring and event management
Answer : C
Which dimension considers the application of artificial intelligence to service management?
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Answer : B
Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?
A. A normal change
B. An emergency change
C. A standard change
D. A change model
Answer : C
Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?
A. Service providers are able to respond more quickly to customer needs

B. Bottlenecks in the service provider's workflow are identified
C. The complexities of the service provider's IT systems are identified
D. The service provider gains a better understanding of the customer experience
Answer : A
Which costs are included in the value proposition of a service?
A. Additional expense that the service consumer has because they are using the service
B. Money that the service consumer no longer needs to spend because they are using the service
C. Tangible or intangible results for the service consumer because they are using the service
D. The benefits, usefulness, and importance of the service that are perceived by the service consumer
Answer : A
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A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect on services.
A. problem
B. risk
C. change
D. configuration item
Answer : C
Which of the four dimensions includes the knowledge bases needed to deliver and manage services?

Answer : B
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?
A. Keep it simple and practical

D. Progress iteratively with feedback
Answer : A
Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT
service?
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Answer : D
Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?
Answer : B
A service will be unavailable for the next two hours for unplanned maintenance.
Which practice is MOST LIKELY to be involved in managing this?
Answer : A
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Which practice is MOST associated with the use of empathy to understand users?
A. Service desk
Answer : A

A customer defines the [?] for a service and takes responsibility for the outcomes of service consumption.
A. requirements
B. resources
C. suppliers
D. products
Answer : A
Which of the following ensures that a service provider and a service consumer continually co-create value?
A. Service consumption
B. Service offerings
D. Service relationship management
Answer : D
What type of charge is often used for resolving incidents or implementing security patches?
A. Standard change
B. Normal change
C. Emergency change
D. Change model
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Answer : C
Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?
A. Service relationship management

B. Service consumption
C. The service value system
D. The 'release management' practice
Answer : C
A. Outcomes enable products to be delivered to a stakeholder

B. An outcome defines the amount of money spent on technology for a service
C. An outcome depends on at least one output to deliver a result
D. Outcomes provide assurance to stakeholders on how a service performs
Answer : C
Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?
A. Problem identification
B. Problem control
C. Error control
D. Problem analysis
Answer : C
Which practice performs reviews to ensure that services continue to meet the needs of the customers?
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D. Service desk
Answer : B
Which service value chain activity deals with the purchase of new products?
A. Engage
B. Obtain/build
C. Plan
D. Improve
Answer : B
Which of the following is included in the purpose of the 'continual improvement' practice?
A. The restoration of normal service operation as quickly as possible

B. The establishment of links between the organization and its stakeholders at strategic and tactical levels
C. The alignment of the organization's practices and services with changing business needs
D. The reduction of the likelihood and impact of incidents
Answer : C
Which is included in the purpose of the 'improve' value chain activity?
A. Ensuring the continual improvement of practices across all value chain activities
B. Ensuring that services continually meet expectations for quality, costs, and time to market
C. Ensuring a shared understanding of the improvement direction for services across the organization
D. Ensuring continual engagement and good relationships with all stakeholders
Answer : C
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Which is the BEST type of resource for investigating complex incidents?
A. Self-help systems
B. Knowledgeable support staff
C. Detailed work instructions
D. Disaster recovery plans
Answer : B
What is defined as ‫ג‬€any component that needs to be managed in order to deliver an IT service‫ג‬€?
A. An event
B. An IT asset
C. A configuration item
D. A change
Answer : C
Which TWO of the following statements are MOST associated with the 'optimize and automate' guiding principle?
1. It is important to assess which method of communication is appropriate for each type of stakeholder.
2. Complex systems should be designed with an understanding of how the components' parts are related.
3. Organizations should consider whether technology could improve the efficiency of manual processes.
4. It is important to understand the organization's objectives when assessing the impact of potential improvements
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
Answer : C
Which statement about emergency changes is CORRECT?
A. Emergency changes are low risk and well understood

B. Authorization of emergency changes may be deferred until after implementation
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C. It is necessary to complete all documentation before an emergency change is implemented

D. Emergency changes are not usually recorded in the change schedule
Answer : D
Which is the definition of an IT asset?
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
Answer : A
Which dimension of service management includes consideration of the type of relationship required with other organizations involved in the
design and delivery of services?

Answer : C
What is defined as 'the role that uses services'?
A. Service consumer
B. Customer
C. User
D. Sponsor
Answer : C
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Which is an example of a problem control activity?
A. Reviewing incident records to identify trends

B. Implementing a technical fix to resolve an issue
C. Re-assessing a known error to understand the ongoing impact
D. Documenting the steps in a workaround
Answer : D
What should remain constant within an organization, even when the organizations objectives change?
A. Outputs
B. Guiding principles
C. Service offerings
D. Outcomes
Answer : B
Which is a key element of the 'think and work holistically' guiding principle?
A. Assessing which procedures can be re-used when improving a service

B. Understanding the methods applicable to complex systems
C. Eliminating metrics which do not contribute to achieving an objective
D. Using technology for standard tasks to give people time for complex activities
Answer : B
Which practice has a purpose that includes managing authentication and non-repudiation?

B. Supplier management
C. Service configuration management
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Answer : A
Which of the following is the MOST important for effective incident management?
A. Collaboration tools and techniques

B. Balanced scorecard review
C. Automated pipelines
D. A variety of access channels
Answer : A
Which practice handles all pre-defined user-initiated service actions?
B. Incident management
Answer : D
Which is the MOST important stakeholder group that a service provider needs to collaborate with?
A. Suppliers
B. Customers
C. Relationship managers
D. Developers
Answer : C
Which activity is NOT recommended by the 'start where you are' guiding principle?
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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 round in reports
D. Discarding existing processes before assessing their usefulness
Answer : D
For which purpose would the continual improvement practice use a SWOT analysis?
A. Understanding the current state

B. Defining the future desired state
C. Tracking and managing ideas
D. Ensuring everyone actively participates
Answer : A
Which TWO types of competence are MOST important for service desk staff?
1. Knowledge of business processes
2. Collaboration skills
3. Advanced technical knowledge
4. Workflow design skills
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
Answer : A
Which is CORRECT about change authorization?
A. A change authority is assigned each time a standard change is requested

B. Emergency changes are authorized by the technician making the change
C. Assignment of the change authority is based on the change type and model
D. The change authority will ensure changes are authorized after they are deployed
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Answer : C
What term is used to describe the functionality of a service?
A. Output
B. Outcome
C. Utility
D. Warranty
Answer : C
Which practice ensures that a variety of access channels are available for users to report issues?
A. Service desk
Answer : A
Identify the missing word(s) in the following sentence:

The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of
incidents, and managing workarounds and [?].
A. events
B. changes
C. IT assets
D. known errors
Answer : D
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Which is a key requirement for a successful service level agreements (SLAs)?
A. They should be written using language and terms which all parties will understand
B. They should be based on system-based metrics which are useful to the service provider
C. They should be carried forward, unchanged, from one year to the next to enable consistent service
D. They should avoid ambiguous targets such as those relating to user experience
Answer : A
Which is an example of a service request?
A. A request for normal operation to be restored

B. A request to implement a security patch
C. A request for access to a file
D. A request to investigate the cause of an incident
Answer : C
Which of the four dimensions focuses on managing data in compliance with industry regulations?
A. Partners and suppliers

B. Organizations and people
C. Value streams and processes
D. Information and technology
Answer : D
When using the ITIL continual improvement model, which information should be produced by an organization in order to understand where the
organization is now?
A. Business objectives
B. Improvement plans
C. Assessment results
D. KPI reports
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Answer : C
Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous
activities?
A. Focus on value
B. Progress iteratively with feedback
C. Collaborate and promote visibility
Answer : B
Which practice has a purpose that includes maximizing the number of successful additions, modifications, or removals of anything that could
have an effect on a service?

C. Service desk
Answer : D
In which situation will incident management USUALLY use a separate process?
A. Where no target resolution time exists

B. For low impact incidents
C. Where the cause must be diagnosed
D. For information security incidents
Answer : D
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Which practice minimizes the impact on normal service operation by managing resources in response to unplanned reductions in service
quality?
Answer : A
Which practice makes use of methods from Lean, Agile and DevOps?
A. Service desk
Answer : B

Sponsor is the role that authorizes budget for service [?].
A. value
B. consumption
C. management
D. provision
Answer : B
Which statement about service offerings is CORRECT?
A. The same product can be used as a basis for more than one service offering
B. Service offerings include the transfer of goods from the consumer to the provider
C. Service offerings describe how providers and consumers cooperate to co-create value
D. Each service should be described to consumers as a single service offering
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Answer : A
Which can a change schedule be used for?
A. Speeding up the planning and authorization of emergency changes

B. Providing information about deployed changes to help manage incidents and problems
C. Providing a means of initiating and assessing normal changes
D. Tracking and managing improvement ideas from identification through to final action
Answer : B
Which is part of the value proposition of a service?
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
Answer : A
Why should a service level manager carry out regular service reviews?
A. To ensure that agreements are written simply and are easy to understand
B. To collect information about service consumer goals and objectives
C. To capture information about service issues and performance against agreed goals
D. To ensure continual improvement of services, so that they meet the evolving needs of service consumers
Answer : C
A flaw in an application could cause a service to fail. IT staff are actively analyzing the application to try and understand what is going on.
What is the correct name for this type of flaw?
A. Problem
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B. Incident
C. Event
D. Known error
Answer : A
Which value chain activity ensures that ongoing service activity meets user expectations?
A. Plan
B. Engage
C. Obtain/build
Answer : D
Which practice‫ג‬€™s purpose includes creating closer, more collaborative relationships?
B. Information security management
C. Release management
Answer : A
Which TWO are inputs to the service value system?

1. Demand
2. Products
3. Value
4. Opportunity
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
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Answer : D
What role would be MOST suitable for someone with experience of managing relationships with various stakeholders, including suppliers and
business managers?
A. Service level manager

B. Service desk agent
C. Change authority
D. Problem analyst
Answer : A
Which is the addition, modification or removal of anything that could have an effect on services?
A. A change
B. An event
C. A service request
D. A problem
Answer : A
Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to
be?
A. Focus on value
Answer : D
Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?
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A. Service desk
Answer : A
What is a problem that has been analyzed but has not been resolved?
A. Workaround
B. Incident
C. Known error
D. Risk
Answer : C
Which is described by the 'organizations and people' dimension of service management?
A. Workflows and controls

B. Communication and collaboration
C. Inputs and outputs
D. Contracts and agreements
Answer : B
Which facilitates outcomes that customers want to achieve?
A. Service
B. Warranty
C. Organization
D. IT asset
Answer : A
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Which practice recommends that organizations develop competencies in techniques such as strength, weakness, opportunity, and threat (SWOT)
analysis, and balanced scorecards?
Answer : B
Which ITIL concept helps an organization to make good decisions?
A. Four dimensions of service management

B. Guiding principles
C. Service value chain
D. Practices
Answer : B
Which is a recommendation applying the guiding principle 'keep it simple and practical'?
A. Communicate in a way the audience can hear

B. Sometimes nothing from the current state can be re-used
C. If a practice is easier to follow it is more likely to be adopted
D. Fast does not mean incomplete
Answer : C
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Which practice has a purpose that includes responding to conditions that could lead to potential faults or incidents?
B. Service request management
Answer : C
What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues?
A. Service level manager

B. Service desk agent
C. Change authority
D. Problem analyst
Answer : B
Which practice nurtures links with stakeholders at strategic and tactical levels?
Answer : B
Which is a way of applying the guiding principle ‫ג‬€˜focus on value‫ג‬€™?
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
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Answer : A
Which of the following is NOT recommended by the guiding principle ‫ג‬€˜start where you are‫ג‬€™?
A. Asking questions that appear to be stupid

B. Identifying what is available to be leveraged
C. Building something completely new
D. Collecting data directly from the source
Answer : C
Which is a use of a continual improvement register?
A. Planning changes, assisting in communication, avoiding conflicts, and assigning resources

B. Selecting the right method, model or technique for identifying improvements
C. Tracking and managing improvement ideas from identification through to final action
D. Describing the services designed to meet the needs of a consumer group
Answer : C
Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?
Answer : D
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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
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
Answer : C
How can a service consumer contribute to the reduction of risk?
A. By providing the service in accordance with requirements

B. By ensuring that the service provider's resources are correctly configured
C. By fully understanding their own requirements for the service
D. By managing the detailed level of risk on behalf of the service provider
Answer : C
In which case would a problem be logged as part of the problem identification?
A. When the cause is identified but not resolved

B. After receiving of error information from a supplier
C. When a user reports an unplanned service interruption
D. After a workaround is identified and documented
Answer : B

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.
A. organizations
B. outcomes
C. IT assets
D. services
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Answer : D
Which practice helps to ensure that the services delivered to customers are aligned with their needs?

Answer : D
Which service request management decisions require that policies are established?
A. Deciding how degradations of service are resolved

B. Deciding how to handle service requests where the steps are unknown
C. Deciding which service requests require approval
D. Deciding when workarounds should be used
Answer : C
Which dimension of service management considers how activities are coordinated?

Answer : D
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?
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Answer : C
Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT
service?

B. IT asset management
D. Deployment management
Answer : B
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?

D. Service desk
Answer : D
What is the customer of a service responsible for?
A. Defining the requirements for the service

B. Provisioning the service
C. Using the service
D. Authorizing the budget for the service
Answer : A
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When using the ‫ג‬€˜continual improvement model‫ג‬€™, which information should be produced by an organization in order to understand where
the organization is now?
A. Business objectives
B. Improvement plans
C. Assessment results
D. Measurable targets
Answer : C
Which statement about value streams is CORRECT?
A. Each value stream must include all six value chain activities
B. Each value stream must include suppliers or partners
C. Each value stream must be designed for a specific scenario
D. Each value stream must include all 34 ITIL practices
Answer : C
Which guiding principle recommends using ideas from ITIL, Lean, DevOps, Kanban, and other sources to help drive improvements?
A. Optimize and automate

D. Focus on value
Answer : A
Which is an activity in the 'problem control' phase of problem management?
A. Re-assessing a known error to manage the ongoing impact

B. Implementing a technical fix to resolve an issue
C. Documenting the steps in a workaround
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D. Reviewing incident records to identify trends
Answer : C
Which practice nurtures links with stakeholders at strategic and tactical levels?
C. Service desk
Answer : B
Which practice has a purpose that includes managing authentication and non-repudiation?

C. Service configuration management
Answer : A
Which statement about service offerings is CORRECT?
A. The same product can be used as a basis for more than one service offering
B. Service offerings include the transfer of goods from the consumer to the provider
C. Service offerings describe service actions performed by users
D. Each service should be described to consumers as a single service offering
Answer : A
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What is a problem that has been analyzed but has not been resolved?
A. Workaround
B. Incident
C. Known error
D. Event
Answer : C
What ensures that a service provider and a service consumer continually co-create value?
A. Service consumption
B. Service offerings
C. Service relationship management
Answer : C
When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing
circumstances?
A. Minimum viable product

B. Feedback loop
C. Analysis paralysis
D. Direct observation
Answer : B
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What is the definition of ‫ג‬€˜service management‫ג‬€™?
A. A result for a stakeholder enabled by one or more outputs

B. A formal description of one or more services, designed to address the needs of a target consumer group
C. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation
D. A set of specialized organizational capabilities for enabling value for customers in the form of services
Answer : D
Which is a description of service provision?
A. A way to help create value by facilitating outcomes that service consumers need
B. Activities that an organization performs to deliver services
C. A formal description of one or more services, designed to address the needs of a service consumer
D. Cooperation between two organizations to ensure that a service delivers value
Answer : A
How is a ‫ג‬€˜continual improvement register‫ג‬€™ used?
A. To provide a structured approach to implementing improvements

B. To authorize changes to implement improvement initiatives
C. To organize past, present, and future improvement ideas
D. To record requests for provision of a resource or service
Answer : C
Which is an input to the service value system?
A. A need from consumers for new or changed services.

B. The system of directing and controlling an organization
C. A model to help meet stakeholders‫ג‬€™ expectations
D. Recommendations to help an organization in all aspects of its work
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Answer : A
Which organization delivers outputs or outcomes of a service?
A. A service consumer delivers outcomes of the service

B. A service consumer delivers outputs of the service
C. A service provider delivers outcomes of the service
D. A service provider delivers outputs of the service
Answer : C
Which practice requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers?

B. Service desk
C. Supplier management
Answer : B
What is the cause, or potential cause, of one or more incidents?
A. A problem
B. A known error
C. An event
D. A change
Answer : A
Which value chain activity is concerned with the availability of service components?
A. Obtain/build
B. Design and transition
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C. Deliver and support

D. Plan
Answer : A
Which is the FIRST action when optimizing a service?
A. Assess the current state

B. Understand the organizational context
C. Agree the future state
D. Implement the improvements
Answer : B
Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?

Answer : B
Which is a financially valuable component that can contribute to the delivery of a service?
A. Sponsor
B. Configuration item
C. IT asset
D. Service offering
Answer : C
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Which term is used to describe removing something that could have an effort on a service?
A. A change
B. An incident
C. A problem
D. An IT asset
Answer : A
Which TWO BEST describe the guiding principles?

1. Short-term
2. Standards
3. Recommendations
4. Long-term
A. 1 and 4
B. 2 and 3
C. 3 and 4
D. 1 and 2
Answer : B
Which BEST describes the focus of the ‫ג‬€˜think and work holistically‫ג‬€™ principle?
A. Breaking down large initiatives into smaller pieces of work

B. Integrating an organization‫ג‬€™s activities to deliver value
C. Eliminating unnecessary steps to deliver valuable outcomes
D. Considering the existing organizational assets before building something new
Answer : B
Which is the FIRST thing to consider when focusing on value?
A. Defining customer experience and user experience

B. Understanding what is valuable to the service consumer
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C. Ensuring value is co-created by improvement initiatives

D. Identifying the service consumer who will receive value
Answer : B

An organization which is undertaking an improvement initiative should [?] the existing methods and services when building for the future.
A. Discard
B. Improve
C. Consider
D. Re-use
Answer : B
What is the difference between the ‫ג‬€˜incident management‫ג‬€™ and ‫ג‬€˜service desk‫ג‬€™ practices?
A. Incident management resolves issues, service desk investigates the underlying causes of issues
B. Incident management restores service operation, service desk provides communication with users
C. Incident management manages interruptions to services, service desk monitors achieved service quality
D. Incident management resolves complex issues, service desk resolves simpler issues
Answer : B
Which step of the ‫ג‬€˜continual management model‫ג‬€™ defines measurable targets?
A. Where do we want to be?

B. What is the vision?
C. How do we get there?
D. Where are we now?
Answer : A
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What is included in the purpose of the ‫ג‬€˜release management‫ג‬€™ practice?
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
Answer : B
Why should a service level agreement include bundles of metrics?
A. To reduce the number of metrics that need to be measured and reported

B. To help focus on business outcomes, rather than operational results
C. To ensure that the service levels have been agreed with customers
D. To ensure that all services are included in the service reports
Answer : B
Which of the four dimensions contributes MOST to defining activities needed to deliver services?

Answer : C
Which practice balances management of risk with maximizing throughput?
A. Problem management
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Answer : D
Which is recommended as part of the ‫ג‬€˜progress iteratively with feedback‫ג‬€™ guiding principle?
A. Analyze the whole situation in detail before taking any action

B. Reduce the number of steps that produce tangible results
C. Prohibit changes to plans after they have been finalized
D. Organize work into small manageable units
Answer : D
What is included in the purpose of the ‫ג‬€˜continual improvement‫ג‬€™ practice?
A. Creating collaborative relationships with key suppliers to realize new value

B. Aligning the organization‫ג‬€™s practices and services with changing business needs
C. Identifying and continually improving relationships with and between stakeholders
D. Ensuring that delivery of services is properly assessed, monitored, and improved against targets
Answer : B
How does the ‫ג‬€˜incident management‫ג‬€™ practice set user expectations?
A. By using collaboration tools to communicate effectively

B. By agreeing, and communicating target resolution times
C. By assigning resources to ensure that all incidents are resolved as quickly as possible
D. By automated matching of incidents to known errors
Answer : B
What is a user?
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A. The role that defines the requirements for a service

B. The role that directs and controls an organization
C. The role that uses services
D. The role that authorizes budget for service consumption
Answer : C
How do ‫ג‬€˜continual improvement registers‫ג‬€™ help to create value?
A. By making improvements visible

B. By monitoring achievement against service level targets
C. By assigning change authorities for change requests
D. By documenting all improvement ideas in a single place
Answer : A
Which statement about the inputs and outputs of the value chain activities is CORRECT?
A. Each value chain activity receives inputs and provides outputs

B. The organization‫ג‬€™s governance will determine the inputs and outputs of each value chain activity
C. Some value chain activities only have inputs, whereas others only have outputs
D. Inputs and outputs are fixed for each value chain activity
Answer : A
What is the value of a service?
A. A tangible or intangible deliverable of the service

B. The amount of money that is created or saved for the service consumers by using the service
C. The benefits, usefulness, or importance of the service, as perceived by the stakeholders
D. A result for a stakeholder enabled by the outputs of the service
Answer : C
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Which is the MOST LIKELY way of resolving major incidents?
A. A support team following detailed procedures for investigating the incident

B. Users establishing a resolution using self-help
C. A temporary team working together to identify a resolution
D. The service desk identifying the cause and a resolution
Answer : C
What is the CORRECT order for the three phases of problem management?
A. Problem control, error control, problem identification

B. Problem identification, problem control, error control
C. Error control, problem control, problem identification
D. Problem identification, error control, problem control
Answer : B
What is included in the purpose of the 'IT asset management‫ג‬€™ practice?
A. Supporting decision-making about purchase, re-use, retirement, and disposal of assets

B. Providing information on how assets are configured and the relationships between them
C. Making new and changed assets available for use
D. Moving assets to live or other environments for testing or staging
Answer : A
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Which component is focused on the activities needed by an organization to help it co-create value?
A. Guiding principles
D. Practices
Answer : B
Why and how is a user MOST LIKELY to contact the service desk?
A. To discuss the cause of an incident via a phone call

B. To report a problem using a mobile app
C. To request access to a resource via a self-service portal
D. To authorize an emergency change via live chat
Answer : C
What is used as a tool to help define and measure performance?
A. A change schedule
B. An incident record
C. A continual improvement register
D. A service level agreement
Answer : D
Which of the four dimensions contributes is concerned with service integration and management?

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Answer : D
What may form part of a service request procedure?
A. The timescale for restoration of service

B. The method of diagnosing the cause
C. Authorization in accordance with a security policy
D. Escalation to the appropriate change authority
Answer : C
When applying the ‫ג‬€˜collaborate and promote visibility‫ג‬€™ principle to an organization‫ג‬€™s initiative, which is NOT a necessary action?
A. Basing decisions about the initiative on visible data

B. Communicating information about the initiative to other parts of the organization
C. Ensuring everyone involved in the initiative is in agreement about it before starting
D. Considering different methods of communication for the different audiences
Answer : C
Which practice identifies changes of state related to infrastructure, services, and business processes?

D. Information security management
Answer : A
Identity the missing word(s) in the following sentence.

When an organization is assessing its current state, it should use [?] to obtain accurate measurements.
A. Reports
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B. Assumptions
C. Source data
D. Risk management techniques
Answer : C
How should a process design allow for exceptional situations?
A. Create rules to handle exceptions generally

B. Remove the option for process exceptions
C. Create an additional process for each exception
D. Include all exception steps in the main process
Answer : A
Which practice needs the right culture to be embedded across the entire organization?

Answer : D
Which term could be used to refer to a single person who has independently subscribed to a service?
A. Supplier
B. Service desk
C. Service provider
D. Organization
Answer : D
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What is the MOST LIKELY reason that incident management would need a temporary team to work together?
A. To escalate an incident to a supplier or partner

B. So customers and users are provided with timely updates
C. To resolve a complex or major incident
D. So users can resolve their own incidents with self-help
Answer : C
Which is MOST LIKELY to be achieved by following a detailed procedure?
A. Assessing a change
B. Resolving an incident
C. Managing a service request
D. Investigating a problem
Answer : C
Which of the four dimensions focuses on roles, responsibilities, and systems of authority?
A. Value streams and processes

B. Partners and suppliers
C. Organizations and people
Answer : C
What is CORRECT about service request management?
A. Service requests can be used to restore service

B. Complex service request procedures should be avoided
C. Compliments can be handled as service requests
D. A new procedure is required for each new service request
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Answer : C
95 of 95 19/06/2023, 12:53

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ITIL ITILFND V4 Exam - Questions and Answers - CertLibrary.com https://www.certlibrary.com/exam/ITILFND%20V4?

ITIL 4 Foundation v1.0 - Full Access

Why should some service requests be fulfilled with no additional approvals?

A. To ensure that spending is properly accounted for

Which gives a user access to a system?

Which statement about managing incidents is CORRECT?

A. Low impact incidents should be resolved efficiently, making logging unnecessary

Which statement about the service value chain is CORRECT?

A. The service value chain converts value into demand

A. The ITIL service value system

A. Service request management

A. It should always be used to support direct observation

What should be considered as part of the 'partners and suppliers' dimension?

Which practice makes new services available for use?

A. Executing improvement actions

Which guiding principle considers the importance of customer loyalty?

A. Progress iteratively with feedback

Which is a recommendation of the guiding principle 'think and work holistically'?

Which statement about 'continual improvement' is CORRECT?

A. All improvement ideas should be logged in a single 'continual improvement register'

What impact does automation have on a service desk?

Identify the missing word(s) in the following sentence:

A. The ability to discover and respond to failure earlier

What can be used to determine if a service is 'fit for purpose'?

In service relationships, what is a benefit of identifying consumer roles?

A. It enables effective stakeholder management

Which is an external input to the service value chain?

A. The 'improve' value chain activity

What is the purpose of the 'incident management' practice?

What is defined as an unplanned interruption or reduction in the quality of a service?

A. Restricting information about the improvement to essential stakeholders only

A. Information security management

Which will help solve incidents more quickly?

A. Target resolution times

When is the earliest that a workaround can be documented in 'problem management'?

A. After the problem has been logged

Which is an activity of the 'problem management' practice?

A. Restoration of normal service operation as quickly as possible

Which practice is MOST likely to benefit from the use of chatbots?

A. Service level management

A. Service level agreements

A. Incident management and service request management

Which is an activity of the 'incident management' practice?

A. Assessing and prioritizing improvement opportunities

Identify the missing words in the following sentence:

Which is included in the purpose of the 'change enablement' practice?

A. Make new and changed services available for use

Which activity is part of the 'continual improvement' practice?

A. Identifying the cause of incidents and recommending related improvements

In which step of the 'continual improvement model' is an improvement plan implemented?

A. What is the vision?

Which is the BEST example of a standard change?

A. The review and authorization of a change requested by a customer

Which statement about the automation of service requests is CORRECT?

A. Service requests that cannot be automated should be handled as incidents

Which can act as an operating model for an organization?

A. The four dimensions of service management

A. Service level management

Which statement about change authorities is CORRECT?