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ITIL ITIL-4-Foundation ITIL 4 Foundation Exam Exam Practice Test

Demo: 75 questions
Total 532 questions

ITIL 4 Foundation Exam Questions and Answers

Question 1

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

Options:

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 meet customer expectations

Question 2

Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?

Options:

A.

Focus on value

B.

Start where you are

C.

Think and work holisocally

D.

Optimize and automate

Question 3

Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?

Options:

A.

Plan

B.

Improve

C.

Design and transition

D.

Deliver and support

Question 4

What role would be MOST suitable for someone with tots of experience working in IT and business roles?

They also have experience of managing relationships with various stakeholders, including suppliers and business managers.

Options:

A.

Service level manager

B.

Service desk agent

C.

Change authority

D.

Problem analyst

Question 5

Which statement about the ‘continual improvement model’ is CORRECT?

Options:

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

Question 6

Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?

Options:

A.

Focus on value

B.

Start where you are

C.

Think and work holistically

D.

Keep it simple and practical

Question 7

Which TWO are inputs to the service value system?

1 Demand

2 Products

3 Value

4 Opportunity

Options:

A.

1 and 2

B.

2 and 3

C.

3 and 4

D.

1 and 4

Question 8

Which ‘service level management’ activity helps staff to deliver a more business-focused service?

Options:

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

Question 9

Which statement about outcomes is CORRECT?

Options:

A.

Outcomes rely on outputs to deliver results for a stakeholder.

B.

Outcomes use activities to produce tangible or intangible deliverables.

C.

Outcomes gives service consumers assurance of products or services

D.

Outcomes help a service consumers to assess the cost of a specific activity

Question 10

Which can act as an operating model for an organization?

Options:

A.

The four dimensions of service management

B.

The service value chain

C.

The ITIL guiding principles

D.

Continual improvement

Question 11

What can be described as an operating model for the creation and management of products and services?

Options:

A.

Governance

B.

Service value chain

C.

Guiding principles

D.

Practices

Question 12

Identify the missing word in the following sentence.

The purpose of the ‘supplier management’ practice is to ensure that the organization’s suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.

Options:

A.

measured

B.

rewarded

C.

managed

D.

defined

Question 13

How can a service consumer contnbute to the reduction of nsk?

Options:

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 then own requirements for the service

D.

By managing the detailed level of risk on behalf of the service provider

Question 14

Which statement about the ‘service request management’ practice is CORRECT?

Options:

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

Question 15

Which is an example are problem control activity?

Options:

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

Question 16

Which service request management decisions require that policies are established'?

Options:

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

Question 17

Which Practice includes management of workarounds and known errors?

Options:

A.

Monitoring and event management

B.

Service configuration management

C.

Problem management

D.

Incident management

Question 18

In which case would a problem be logged?

Options:

A.

When the cause is identified but not resolved

B.

After analysis of error information from a supplier

C.

When a user reports an unplanned service interruption

D.

Alter a workaround is identified and documented

Question 19

Which ITIL concept helps an organization to make good decisions?

Options:

A.

Four dimensions of service management

B.

Guiding principles

C.

Service value chain

D.

Practices

Question 20

Which statement about emergency changes is CORRECT?

Options:

A.

Emergency changes are low risk and well understood

B.

Authorization of emergency changes may be deferred until after implementation

C.

It is necessary to complete all documentation before an emergency charge is implemented

D.

Emergency changes are not usually recorded in the change schedule

Question 21

For which purpose would the continual improvement practice use a SWOT analysis?

Options:

A.

Understanding the current state

B.

Defining the future desired state

C.

Tracking and managing ideas

D.

Ensuring everyone actively participates

Question 22

What ensures that a service provider and a service consumer continually co-create value?

Options:

A.

Service consumption

B.

Service offerings

C.

Change enablement

D.

Service relationship management

Question 23

Which is the FIRST thing to consider when focusing on value?

Options:

A.

Identifying the service customer who will receive value

B.

Defining customer experience and user experience

C.

Understanding what is valuable to the service consumer

D.

Ensuring value is co-created by improvement initiatives.

Question 24

When using the ‘continual improvement model, which information should be produced by an organization to understand where the organization is now?

Options:

A.

Business objectives

B.

Improvement plans

C.

Assessment results

D.

Measureable Targets

Question 25

Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?

Options:

A.

Incident management

B.

Service level management

C.

Problem management

D.

Service request management

Question 26

Which organization delivers output or outcomes of a service?

Options:

A.

A service consumer delivers outcomes of the service

B.

A service provider delivers outcomes of the service

C.

A service consumer delivers outputs of the service

D.

A service provider delivers outputs of the service

Question 27

Which is described by the 'organizations and people' dimension of service management?

Options:

A.

Workflows and controls

B.

Communication and collaboration

C.

Inputs and outputs

D.

Contracts and agreements

Question 28

Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?

Options:

A.

Service relationship management

B.

Service consumption

C.

The service value system

D.

The release management' practice

Question 29

Which is a financially valuable component that can contribute to the delivery of a service?

Options:

A.

Configuration item

B.

Sponsor

C.

IT asset

D.

Service offering

Question 30

Identify the missing word in the following sentence.

Sponsor is the role that authorizes budget for service [?)

Options:

A.

value

B.

consumption

C.

management

D.

provision

Question 31

Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

Options:

A.

Information security management

B.

Continual improvement

C.

Monitoring and event management

D.

Service level management

Question 32

Identify the Missing word(s) in the following sentence

A(n) [?] cause, or potential cause, of one or more incidents?

Options:

A.

Change

B.

Event

C.

Known error

D.

Problem

Question 33

Which is the FIRST action when optimizing a service?

Options:

A.

Assess the current state

B.

Implement the improvement

C.

Understand the organizational context

D.

Agree the future state

Question 34

Which activity is NOT recommended by the start where you are' guiding principle?

Options:

A.

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

B.

Applying risk management when considering to introduce new processes

C.

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

D.

Discarding existing processes before assessing their usefulness

Question 35

Which of the four dimensions focuses or managing data in compliance with industry regulations?

Options:

A.

Partners and suppliers

B.

Organizations and people

C.

Value streams and processes

D.

Information and technology

Question 36

A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?

Options:

A.

Incident management

B.

Service Request management

C.

Change enablement

D.

Service request management

Question 37

What is used as a tool to help define and measure performance?

Options:

A.

A continual improvement register

B.

An incident record

C.

A change schedule

D.

A service level agreement

Question 38

Which is an input to the service value system?

Options:

A.

The system of directing and controlling an organization

B.

A model to help meet stakeholders expectations

C.

Recommendations to help an organization in all aspects of its work

D.

A need from consumers for new or changes services

Question 39

Which is NOT a structure of service desk that is described in the ITIL service operation guidance?

Options:

A.

Local

B.

Centralized

C.

Outsourced

D.

Virtual

Question 40

Identify the missing word in the following sentence.

The purpose of the 'information security management' practice is to [?] the organization's information.

Options:

A.

protect

B.

store

C.

audit

D.

provide

Question 41

Which guiding principle recommends assessing the current state and deciding what can be reused?

Options:

A.

Focus on value

B.

Start where you are

C.

Collaborate and promote visibility

D.

Progress iteratively with feedback

Question 42

An SLA is a service level agreement.

Which describes the ‘watermelon SLA’ effect?

Options:

A.

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

B.

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

C.

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

D.

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

Question 43

Which statement about change management is CORRECT?

Options:

A.

It optimizes overall business risk

B.

It optimizes financial exposure

C.

It ensures that all changes are authorized by the change advisory board (CAB)

D.

It ensures that service requests follow the normal change management process

Question 44

Which of the following is an example of workaround?

Options:

A.

A defective network switch is replaced with a new one

B.

An email server is restored after an incident is reported

C.

Server memory is increased when the server is unresponsive

D.

A server is restarted to resolve an incident

Question 45

What is defined as a change of state that has significate for the management of an IT service?

Options:

A.

Event

B.

Incident

C.

Problem

D.

Known error

Question 46

Which statement about the ‘change enablement’ practice is CORRECT?

Options:

A.

Standard changes are those that need to be scheduled, assessed and authorized following a standard process

B.

Normal changes are triggered by the creation of a change request which can be created manually or automated

C.

Assessment and authorization of normal changes should be expedited to ensure they can be implemented quickly

D.

There should be a separate change authority for standard changes which includes senior managers who understand the risks involved

Question 47

What is the PRIMARY use of a change schedule?

Options:

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

Question 48

Service transition contains detailed descriptions of which processes?

Options:

A.

Change management, service asset and configuration management, release and deployment

management

B.

Change management, capacity management, event management, service request management

C.

Service level management, service portfolio management, service asset and configuration management

D.

Service asset and configuration management, release and deployment management, request fulfillment

Question 49

What is required by all service desk staff?

Options:

A.

Excellent technical knowledge

B.

Root cause analysis skills

C.

Demonstration of emotional intelligence

D.

Knowledge of telephony technology

Question 50

Which are elements of the service value system?

Options:

A.

Service provision, service consumption, service relationship management

B.

Governance, service value chain, practices

C.

Outcomes, utility, warranty

D.

Customer value, stakeholder value, organization

Question 51

Which dimension considers data security and privacy?

Options:

A.

Organizations and people

B.

Information and technology

C.

Partners and suppliers

D.

Value streams and processes

Question 52

Which service transition process provides guidance about converting data into information?

Options:

A.

Change evaluation

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B.

Knowledge management

C.

Service validation and testing

D.

Service asset and configuration management

Question 53

What describes the steps needed to create and deliver a specific service to a consumer?

Options:

A.

Service management

B.

Practices

C.

A value stream

D.

Service level management

Question 54

What should a release policy include?

Options:

A.

The process owner and process manager for each type of release

B.

The roles and responsibilities for incident and problem resolution

C.

The naming convention and expected frequency of each type of release

D.

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

(CMS)

Question 55

Which statement about metrics is CORRECT?

Options:

A.

Process metrics can be used to measure end-to-end service performance

B.

Technology metrics can be used to measure component performance and availability

C.

Process metrics can be used to measure the utilization of a supplier’s network

D.

Technology metrics can be used to determine the overall health of a process

Question 56

Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?

Options:

A.

Relationship management

B.

IT asset management

C.

Release management

D.

Service desk

Question 57

Which practice provides support for managing feedback, compliments and complaints from users?

Options:

A.

Change control

B.

Service request management

C.

Problem management

D.

Incident management

Question 58

Which ITIL practice has a purpose that includes reducing the likelihood of incidents?

Options:

A.

Change control

B.

Continual improvement

C.

Problem management

D.

Service desk

Question 59

Identify the missing word in the following sentence.

The purpose of the supplier management practice is to ensure that the organization’s suppliers and their [?]

are managed appropriately to support the seamless provision of quality products and services.

Options:

A.

costs

B.

users

C.

value

D.

performances

Question 60

Which practice provides a single point of contact for users?

Options:

A.

Incident management

B.

Change control

C.

Service desk

D.

Service request management

Question 61

Which is part of service provision?

Options:

A.

The management of resources configured to deliver the service

B.

The management of resources needed to consume the service

C.

The grouping of one or more services based on one or more products

D.

The joint activities performed to ensure continual value co-creation

Question 62

Which dimension includes activities and workflows?

Options:

A.

Value streams and processes

B.

Partners and suppliers

C.

Information and technology

D.

Organizations and people

Question 63

Which is a purpose of the 'engage' value chain activity?

Options:

A.

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

B.

Ensuring the continual improvement of services

C.

Ensuring that the organization's vision is understood

D.

Providing transparency and good relationships

Question 64

Which statement about emergency changes is CORRECT?

Options:

A.

The testing of emergency can be eliminated in order to implement the change quickly

B.

The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly

C.

Emergency changes should be authorized and implemented as service requests

D.

Emergency changes must be fully documented before authorization and implementation

Question 65

Identify the missing word in the following sentence.

A known error is a problem that has been [?] and has not been resolved.

Options:

A.

closed

B.

logged

C.

analysed

D.

escalated

Question 66

Which practices are typically involved in the implementation of a problem resolution?

1. Continual improvement

2. Service request management

3. Service level management

4. Change control

Options:

A.

1 and 2

B.

1 and 4

C.

3 and 4

D.

2 and 3

Question 67

How should an organization adopt continual improvement methods?

Options:

A.

Use a new method for each improvement the organization handles

B.

Select a few key methods for the types of improvement that the organization handles

C.

Build the capability to use as many improvement methods as possible

D.

Select a single method for all improvements that the organization handles

Question 68

Which guiding principle recommends standardizing and streamlining manual tasks?

Options:

A.

Optimize and automate

B.

Collaborate and promote visibility

C.

Focus on value

D.

Think and work holistically

Question 69

How should automation be implemented?

Options:

A.

By initially concentrating on the most complex tasks

B.

By optimizing as much as possible first

C.

By replacing human intervention wherever possible

D.

By replacing the existing tools first

Question 70

Arrange the following steps of software lifecycle in correct order.

1. Retire

2. Test

3. Operate

4. Deploy

5. Ideation

6. Develop

7. Design

Options:

A.

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

B.

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

C.

None of the above

D.

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

Question 71

Which is NOT a component of the service value system?

Options:

A.

The guiding principles

B.

Governance

C.

Practices

D.

The four dimensions of service management

Question 72

Which statement about outcomes is CORRECT?

Options:

A.

Outcomes help service consumers achieve outputs

B.

Outcomes are one or more services that fulfil the needs of a service consumer

C.

Service providers help service consumers achieve outcomes

D.

Helping service consumers achieve outcomes reduces service provider costs

Question 73

What should all 'continual improvement' decisions be based on?

Options:

A.

Accurate and carefully analysed data

B.

Details of how services are measured

C.

A recent maturity assessment

D.

An up-to-date balanced scorecard

Question 74

Which describes normal changes?

Options:

A.

Changes that need to be scheduled and assessed following a process

B.

Changes that are low-risk and pre-authorized

C.

Changes that are typically initiated as service requests

D.

Changes that must be implemented as soon as possible

Question 75

What defines the requirements for a service and takes responsibility for the outcomes of service consumption?

Options:

A.

A customer

B.

A user

C.

A configuration item (CI)

D.

An IT asset

Demo: 75 questions
Total 532 questions