ITIL 4 Foundation Exam Study Guide

ITIL 4 Foundation Exam Study Guide

Latest and Most Recurrent Practice Questions with Detailed Explanations to Pass on Your First Attempt

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Practice Test I

1) Which of the following best describes the purpose of the continual improvement practice?

A. Quickly restoring normal service operations after disruptions.

B. Building and managing relationships with stakeholders at both strategic and tactical levels.

C. Ensuring the organization's practices and services stay aligned with evolving business requirements.

D. Minimizing the chance and consequences of incidents occurring.

2) Determine which word correctly completes the following sentence.

A customer define is the [?] for a service and takes responsibility for the outcomes of service consumption.

A. Requirements

B. Resources

C. Suppliers

D. products

3) Which practice is most closely linked to using empathy to understand the needs and experiences of users?

A. Service desk

B. Continual improvement

C. Service level management

D. Change enablement

4) Which decisions within the service request management practice require the establishment of clear policies?

A. Determining how to resolve service performance issues

B. Handling service requests that lack predefined procedures

C. Identifying which service requests need formal approval

D. Choosing when to apply temporary solutions (workarounds)

5) Which practice ensures that the services provided to customers meet their expectations and business requirements?

A. Service request management

B. Change enablement

C. Problem management

D. Service level management

6) Under which circumstance should a problem record be created?

A. When the root cause is known but the issue remains unresolved.

B. Following the analysis of error data provided by a supplier.

C. When a user reports an unexpected disruption to a service.

D. After a temporary solution (workaround) has been found and recorded.

7) How can a service consumer help minimize risk associated with the service?

A. By delivering the service according to specified requirements.

B. By making sure the service provider’s resources are properly set up.

C. By having a clear and complete understanding of their own service requirements.

D. By handling detailed risk management activities on behalf of the service provider.

8) Which TWO of the following are key considerations in the practice of change enablement?

1. Addressing the human factors involved in change.

2. Guaranteeing the success of organizational transformations.

3. Increasing the proportion of service changes that are implemented successfully.

4. Making sure all changes undergo proper assessment.

A. 1 and 2

B. 2 and 3

C. 3 and 4

D. 1 and 4

9) Which practice relies on pre-established, standardized procedures to ensure fulfillment times are communicated clearly?

A. Incident management

B. Service level management

C. Problem management

D. Service request management

10) What is a purpose of using 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.

11) Which of the following actions does the guiding principle start where you are advise against?

A. Asking questions that may seem obvious or simple.

B. Recognizing and utilizing existing resources.

C. Creating an entirely new solution from scratch.

D. Gathering information straight from the original source.

12) Which of the following best demonstrates applying the guiding principle focus on value?

A. Gaining insight into how service consumers utilize services.

B. Understanding the entire system, but taking action anyway.

C. Acknowledging the complexity within systems.

D. Prioritizing quality by doing fewer tasks but executing them well.

13) How does the incident management practice make use of target resolution times?

A. They are defined, recorded, and shared to manage user expectations.

B. They are set, monitored, and reported to maintain customer satisfaction.

C. They are triggered, approved, and controlled to ensure consistent responses.

D. They are planned, evaluated, and permitted to minimize the likelihood of service disruptions.

14) Why is it beneficial for certain service requests to be completed without requiring further approval?

A. To make sure that all expenses are accurately tracked.

B. To confirm compliance with information security policies.

C. To simplify and accelerate the fulfilment process.

D. To help define and manage user expectations for delivery timeframes.

15) What term describes a group of specialized organizational skills used to deliver value to customers through services?

A. Service offering

B. Service provision

C. Service management

D. Service consumption

16) What grants a user the ability to access a system?

A. Service requirement

B. Service agreement

C. Service consumption

D. Service provision

17) Which of the following statements accurately reflects best practices for handling incidents?

A. Minor incidents should be resolved quickly, so there's no need to log them.

B. A uniform process should be followed for all incidents, regardless of their impact.

C. Resolving minor incidents efficiently helps minimize resource usage.

D. Incidents with the least impact should be prioritized for resolution.

18) Which of the following statements about the service value chain is correct?

A. The service value chain transforms value into demand.

B. Each value chain activity applies different practices to turn inputs into outputs.

C. Every value chain activity determines the need for resources from external suppliers.

D. The service value chain uses value streams to define relationships between consumers and providers.

19) What explains the way components and activities interact to enable the creation of value?

A. The ITIL service value system.

B. The ITIL guiding principles.

C. The four dimensions of service management.

D. A service relationship.

20) Which practice is responsible for managing vulnerabilities that were discovered after a service has been launched?

A. Service request management

B. Problem management

C. Change control

D. Service level management

21) Which statement correctly describes how measurement is used in the start where you are guiding principle?

A. Measurement should consistently complement direct observation.

B. Measurement should completely replace direct observation.

C. Measured data is always more reliable than direct observation.

D. Measuring always has a positive effect on outcomes.

22) Which ITIL practice advises conducting service reviews to confirm that services remain aligned with the organization’s needs?

A. Service desk

B. Service request management

C. Service level management

D. Service configuration management

23) What factors should be taken into account within the 'partners and suppliers' dimension?

A. The degree of integration and the formality of relationships between organizations.

B. The tasks, workflows, controls, and procedures necessary to meet agreed objectives.

C. The information generated, managed, and utilized during service delivery and consumption.

D. The skills and competencies required by teams and individual members of the organization.

24) Which practice is responsible for making new services available for users?

A. Change enablement

B. Release management

C. Deployment management

D. IT asset management

25) Which activity supports the 'Where are we now?' stage in the continual improvement model?

A. Executing improvement actions

B. Performing baseline assessments

C. Defining the improvement plan

D. Understanding the business mission

26) Which guiding principle emphasizes the significance of maintaining customer loyalty?

A. Progress iteratively with feedback

B. Focus on value

C. Optimize and automate

D. Start where you are

27) Which recommendation aligns with the guiding principle think and work holistically?

A. Evaluate current service management practices to determine what to retain and what to eliminate.

B. Break down improvement initiatives into smaller, manageable parts for timely completion.

C. Examine service management practices to eliminate unnecessary complexity.

D. Apply the four dimensions of service management to ensure all parts of an improvement initiative are coordinated.

28) Which of the following statements about 'continual improvement' is correct?

A. Every improvement idea should be recorded in one centralized 'continual improvement register'.

B. One dedicated team should handle continual improvement for the entire organization.

C. Continual improvement should operate independently with little interaction with other practices.

D. All members of the organization share responsibility for some part of continual improvement.

29) What effect does automation have on a service desk?

A. Reduces routine tasks, allowing more focus on enhancing user experience.

B. Increases phone interactions, limiting focus on user experience.

C. Enables staff to operate from various geographic locations.

D. Enables staff to operate from one centralized location.

30) Find 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

D. Supplier

31) Which part of 'service level management' involves asking service consumers about their work and how technology supports it?

A. Customer engagement

B. Operational metrics

C. Business metrics

D. Customer feedback

32) Which outcome is achieved by applying the guiding principle progress iteratively with feedback?

A. The capability to detect and address failures sooner.

B. The standardization of processes and services.

C. Gaining insight into how customers perceive value.

D. Assessing the current situation and