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ITIL
Exam Questions ITIL-4-Foundation
ITIL 4 Foundation

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NEW QUESTION 1
Which practices are typically involved in the implementation of a problem resolution?
* 1. Continual improvement
* 2. Service request management
* 3. Service level management
* 4. Change control

A. 1 and 2
B. 1 and 4
C. 3 and 4
D. 2 and 3

Answer: B

NEW QUESTION 2
Which dimension considers how knowledge assets should be protected?

A. Organizations and people

B. Partners and suppliers
C. Information and technology
D. Value streams and processes

Answer: C

NEW QUESTION 3
Which process is used to compare the value that new services offer with the value of the services they have replaced?

A. Availability management
B. Capacity management
C. Service portfolio management
D. Service catalogue management

Answer: C

NEW QUESTION 4
Which statement about change management is CORRECT?

A. It optimizes overall business risk

B. It optimizes financial exposure
C. It ensures that all changes are authorized by the change advisory board (CAB)
D. It ensures that service requests follow the normal change management process

Answer: C

NEW QUESTION 5
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

A. Incident management
B. Continual improvement
C. Service request management
D. Problem management

Answer: B

NEW QUESTION 6
Which of the following is an example of workaround?

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

Answer: D

NEW QUESTION 7
What should be used to set user expectations for request fulfilment times?

A. The consumer demand for the service

B. The time that the customer indicates for service delivery
C. The service levels of the supplier
D. The time needed to realistically deliver the service

Answer: D

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NEW QUESTION 8
Which process works with incident management to ensure that security breaches are detected and logged?

A. Change management
B. Service level management
C. Access management
D. Continual service improvement

Answer: C

NEW QUESTION 9
Which practice identifies metrics that reflect a customer experience of a service?

A. Continual improvement
B. Service level management
C. Service desk
D. Problem management

Answer: B

NEW QUESTION 10
What is typically needed to assign complex incidents to support groups?

A. The incident priority

B. The incident category
C. A change schedule
D. A self-help tool

Answer: B

NEW QUESTION 10
Which describes a standard change?

A. A high-risk change that needs very thorough assessment

B. A change that is typically implemented as a service request
C. A change that must be implemented as soon as possible
D. A change that needs to be scheduled, assessed and authorized following a defined process

Answer: B

NEW QUESTION 12
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?

A. Change control
B. Continual improvement
C. Problem management
D. Service desk

Answer: C

NEW QUESTION 16
What should be done to determine the appropriate metrics for measuring a new service?

A. Measuring the performance over the first six months, and basing a solution on the results
B. Asking customers to provide numerical targets that meet their needs
C. Using operational data to provide detailed service reports
D. Asking customers open questions to establish their requirements

Answer: C

NEW QUESTION 20
Which guiding principle recommends collecting data before deciding what can be re-used?

A. Focus on value
B. Keep it simple and practical
C. Start where you are
D. Progress interactively with feedback

Answer: C

NEW QUESTION 25
Which is the purpose of the 'monitoring and event management' practice?

A. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
B. To systematically observe services and service components, and record and report selected changes of state

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

D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

Answer: B

NEW QUESTION 28
Which practice has a purpose that includes restoring normal service operation as quickly as possible?

A. Problem management
B. Incident management
C. Deployment management
D. Supplier management

Answer: B

NEW QUESTION 31
Which statement about emergency changes is CORRECT?

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

Answer: B

NEW QUESTION 32
How does information about problems and known errors contribute to 'incident management'?

A. It enables the reassessment of known erros

B. It enables quick and efficient diagnosis of incidents
C. It removes the need for collaboration during incident resolution
D. It removes the need for regular customer updates

Answer: B

NEW QUESTION 37
What is an event?

A. The addition, modification, or removal of anything that could have a direct or indirect effect on services
B. Any change of state that has significance for the management of a service or other configuration item
C. Cause of one or more incidents
D. An unplanned interruption to a service or reduction in the quality of a service

Answer: B

NEW QUESTION 41
What is the purpose of the 'relationship management' practice?

A. To support the agreed quality of a service handling all agreed, userinitiated service requests
B. To set clear business-based targets for service performance
C. To establish and nurture the links between the organization and its stakeholders
D. To align the organization's practices and services with changing business needs

Answer: C

NEW QUESTION 45
What is an IT asset?

A. The removal of anything that could have a direct or indirect effect on services
B. Any component that needs to be managed in order to deliver a service
C. A request from a user that initiates a service action
D. Any financially valuable component that can contribute to delivery of an IT product or service

Answer: D

NEW QUESTION 48
A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?

A. As an event
B. As a problem
C. As a service request
D. As a change request

Answer: B

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NEW QUESTION 53
What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?

A. A standard change
B. An emergency change
C. An internal change
D. A normal change

Answer: A

NEW QUESTION 54
Which statement about the 'service desk1 practice is CORRECT?

A. It provides a link with stakeholders at strategic and tactical levels

B. It carries out change assessment and authorization
C. It investigates the cause of incidents
D. It needs a practical understanding of the business processes

Answer: D

NEW QUESTION 55
What is described by the service value system?

A. How to apply the systems approach of the guiding principle think and work holistically
B. Services based on one or more products, designed to address needs of a target consumer group
C. How all the components and activities of the organization work together as a system to enable value creation
D. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation

Answer: C

NEW QUESTION 56
Which TWO statements about the 'service request management' practice are CORRECT?
* 1. Service requests are part of normal service delivery
* 2. Complaints can be handled as service requests
* 3. Service requests result from a failure in service
* 4. Normal changes should be handled as service requests

A. 3 and 4
B. 2 and 3
C. 1 and 4
D. 1 and 2

Answer: D

NEW QUESTION 57
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?

A. Start where you are

B. Collaborate and promote visibility
C. Keep it simple and practical
D. Optimize and automate

Answer: C

NEW QUESTION 58
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?

A. Change control
B. IT asset management
C. Service desk
D. Service request management

Answer: D

NEW QUESTION 60
Which value chain activity communicates the current status of all four dimensions of service management?

A. Improve
B. Engage
C. Obtain/build
D. Plan

Answer: D

NEW QUESTION 64

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Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?

A. Focus on value
B. Collaborate and promote visibility
C. Think and work holistically
D. Keep it simple and practical

Answer: B

NEW QUESTION 69
Which practice provides a single point of contact for users?

A. Incident management
B. Change control
C. Service desk
D. Service request management

Answer: C

NEW QUESTION 71
Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?

A. Relationship management
B. IT asset management
C. Release management
D. Service desk

Answer: B

NEW QUESTION 74
Who is responsible for defining metrics for change management?

A. The change management process owner

B. The change advisory board (CAB)
C. The service owner
D. The continual service improvement manager

Answer: A

NEW QUESTION 77
Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].

A. Immediate escalation
B. Specialist teams
C. A separate process
D. Third party support

Answer: C

NEW QUESTION 82
How does a service consumer contribute to the reduction of disk?

A. By paying for the service

B. By managing server hardware
C. By communicating constraints
D. By managing staff availability

Answer: C

NEW QUESTION 86
When should the effectiveness of a problem workaround be assessed?

A. Whenever the workaround is used

B. Whenever the problem is resolved
C. Whenever the workaround becomes a known error
D. Whenever the problem is prioritized

Answer: A

NEW QUESTION 88
Which statement about metrics is CORRECT?

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

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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

Answer: B

NEW QUESTION 89
Which is the correct combination of items that makes up an IT service?

A. Customers, providers and documents

B. Information technology, people and processes
C. Information technology, networks and people
D. People, processes and customers

Answer: B

NEW QUESTION 92
How should an organization include third-party suppliers in the continual improvement of services?

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

B. Require evidence that the supplier uses agile development methods
C. Require evidence that the supplier implements all improvements using project management practices
D. Ensure that all supplier problem management activities result in improvements

Answer: A

NEW QUESTION 93
Which practice is the responsibility of everyone in the organization?

A. Change control
B. Problem management
C. Service level management
D. Continual improvement

Answer: D

NEW QUESTION 94
Which practice may involve the initiation of disaster recovery?

A. Incident management
B. Service request management
C. Service level management
D. IT asset management

Answer: A

NEW QUESTION 98
Which ITIL concept describes governance?

A. The service value system

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

Answer: A

NEW QUESTION 100

Which practice coordinates the classification, ownership and communication of service requests and incidents?

A. Supplier management
B. Service desk
C. Problem management
D. Relationship management

Answer: B

NEW QUESTION 104

Identify the missing word in the following sentence.
A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?] and
risks.

A. information
B. utility
C. warranty
D. costs

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Answer: D

NEW QUESTION 107

Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

A. Progress iteratively with feedback

B. Keep is simple and practical
C. Start where you are
D. Focus on value

Answer: C

NEW QUESTION 108

How does categorization of incidents assist the 'incident management' practice?

A. It determines the priority assigned to the incident

B. It determines how the service provider is perceived
C. It helps direct the incident to the correct support area
D. It ensures that incidents are resolved in timescales agreed with the customer

Answer: C

NEW QUESTION 113

How should an organization adopt continual improvement methods?

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

B. Select a few key methods for the types of improvement that the organization handles
C. Build the capability to use as many improvement methods as possible
D. Select a single method for all improvements that the organization handles

Answer: B

NEW QUESTION 114

What is a problem?

A. An addition or modification that could have an effect on services

B. Any change of state that has significance for the management of a configuration item
C. A cause or potential cause of one or more incidents
D. An unplanned reduction in the quality of a service

Answer: C

NEW QUESTION 116

What is 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?

A. Service management
B. Continual improvement
C. A service
D. An IT asset

Answer: C

NEW QUESTION 120

Which is a key consideration for the guiding principle 'keep it simple and practical'?

A. Try to create a solution for every exception

B. Start with a complex solution, then simplify
C. Understand how each element contributes to value creation
D. Ignore the conflicting objectives of different stakeholders

Answer: C

NEW QUESTION 122

Service transition contains detailed descriptions of which processes?

A. Change management, service asset and configuration management, release and deployment management
B. Change management, capacity management, event management, service request management
C. Service level management, service portfolio management, service asset and configuration management
D. Service asset and configuration management, release and deployment management, request fulfillment

Answer: A

NEW QUESTION 124

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

A. Focus on value
B. Start where you are
C. Collaborate and promote visibility
D. Progress iteratively with feedback

Answer: B

NEW QUESTION 129

Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?

A. Focus on value
B. Start where you are
C. Collaborate and promote visibility
D. Progress iteratively with feedback

Answer: D

NEW QUESTION 132

Which is the CORRECT of the ‘R’ role in a RACI matrix?

A. This role ensures that activities are executed correctly

B. This role has ownership of the end result
C. This role is involved in providing knowledge and input
D. This role ensures the flow of information to stakeholders

Answer: B

NEW QUESTION 136

Which processes are responsible for the regular review of underpinning contracts?

A. Supplier management and service level management

B. Supplier management and change management
C. Availability management and service level management
D. Supplier management and availability management

Answer: A

NEW QUESTION 140

What is warranty?

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

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

Answer: A

NEW QUESTION 141

Which statement about costs is CORRECT?

A. Costs removed from the consumer are part of service consumption

B. Costs imposed on the consumer are costs of service utility
C. Costs removed from the consumer are part of the value proposition
D. Costs imposed on the consumer are costs of service warranty

Answer: C

NEW QUESTION 145

How should automation be implemented?

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

Answer: C

NEW QUESTION 146

What is the purpose of the ‘deployment management’ practice?

A. To ensure services achieve agreed and expected performance

B. To make new or changed services available for use
C. To move new or changed components to live environments

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D. To set clear business-based targets for service performance

Answer: C

NEW QUESTION 151

Which value chain activity ensures the availability of service components?

A. Improve
B. Deliver and support
C. Engage
D. Obtain/build

Answer: D

NEW QUESTION 153

Which is NOT a component of the service value system?

A. The guiding principles

B. Governance
C. Practices
D. The four dimensions of service management

Answer: D

NEW QUESTION 154

What is the effect of increased automation on the 'service desk1 practice?

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

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

Answer: B

NEW QUESTION 155

Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?

A. Service operation
B. Service transition
C. Continual service improvement D18912E1457D5D1DDCBD40AB3BF70D5D
D. Service strategy

Answer: C

NEW QUESTION 158

What are ’engage’, ‘plan’ and ‘improve’ examples of?

A. Service value chain activities

B. Service level management
C. Service value chain inputs
D. Change control

Answer: A

NEW QUESTION 159

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

A. Populating and maintaining the asset register

B. Providing a clear path for users to report issues, queries, and requests
C. Delivering tactical and operational engagement with customers
D. Identifying and logging opportunities

Answer: D

NEW QUESTION 163

Which guiding principle recommends coordinating all dimensions of service management?

A. Start where you are

B. Think and work holistically
C. Keep it simple and practical
D. Progress iteratively with feedback

Answer: B

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NEW QUESTION 166

What are the MOST important skills required by service desk staff?

A. Incident analysis skills

B. Technical skills
C. Problem resolution skills
D. Supplier management skills

Answer: A

NEW QUESTION 171

Which TWO statements about an organization’s culture are CORRECT? (Choose two.)
* 1. It is created from shared values based on how it carries out its work
* 2. It is determined by the type of technology used to support services
* 3. It should be based on the culture of prospective suppliers
* 4. It should be based on the objectives of the organization

A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4

Answer: D

NEW QUESTION 173

What are the types of asset management?

A. IT asset management and software asset management

B. Operational and technical management
C. IT asset management and technical management
D. Operational management and IT asset management

Answer: A

NEW QUESTION 176

Which is intended to help an organization adopt and adapt ITIL guidance?

A. The four dimensions of service

B. Practices
C. The service value chain
D. The guiding principles

Answer: D

NEW QUESTION 179

Which describes a set of defined steps for implementing improvements?

A. The ‘improve’ value chain activity

B. The ‘continual improvement register’
C. The ‘continual improvement model’
D. The ‘engage’ value chain activity

Answer: C

NEW QUESTION 183

What is a definition of a service improvement plan (SIP)?

A. A formal plan to implement improvements to a customer’s business processes

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

Answer: C

Explanation:
D18912E1457D5D1DDCBD40AB3BF70D5D

NEW QUESTION 187

Which practice provides visibility of the organization's services by capturing and reporting on service performance?

A. Service desk
B. Service level management
C. Service request management
D. Service configuration management

Answer: B

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NEW QUESTION 191

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

A. A customer
B. A user
C. A configuration item (CI)
D. An IT asset

Answer: A

NEW QUESTION 195

Which is an example of improving service utility using service management automation?

A. Pre-determined routing of a service request

B. Reducing the time to compile service data
C. Monitoring service availability
D. Faster resource allocation

Answer: D

NEW QUESTION 196

Which dimension includes a workflow management system?

A. Value streams and processes

B. Partners and suppliers
C. Information and technology
D. Organizations and people

Answer: A

NEW QUESTION 199

Which term describes the functionality offered by a service?

A. cost
B. Utility
C. Warranty
D. Risk

Answer: B

NEW QUESTION 203

Which function is responsible for the management of a data centre?

A. Technical management
B. Service desk
C. Application management
D. Facilities management

Answer: D

Explanation:
D18912E1457D5D1DDCBD40AB3BF70D5D

NEW QUESTION 205

Which service level metrics are BEST for measuring user experience?

A. Single system-based metrics

B. Metrics for the percentage of uptime of a service
C. Operational metrics
D. Metrics linked to defined outcomes

Answer: D

NEW QUESTION 209

What helps diagnose and resolve a simple incident?

A. Rapid escalation
B. Formation of a temporary team
C. The use of scripts
D. Problem prioritization

Answer: C

NEW QUESTION 210

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Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?

A. Optimize and automate

B. Start where you are
C. Focus on value
D. Progress iteratively with feedback

Answer: D

NEW QUESTION 211

Which are phases of the release and deployment process?
* 1. Release build and test
* 2. Review and close
* 3. Categorize and record
* 4. Change authorization and schedule

A. 1 and 2
B. 1 and 3
C. 2 and 4
D. 3 and 4

Answer: A

NEW QUESTION 212

Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?

A. Release management
B. Service desk
C. Problem management
D. Supplier management

Answer: B

NEW QUESTION 215

What is NOT within the scope of service catalogue management?

A. Contribution to the definition of services

B. Interfaces between all services and supporting services
C. Interfaces between the service catalogue and service portfolio
D. Fulfilment of business service requests

Answer: D

NEW QUESTION 217

Why should incidents be prioritized?

A. To help automated matching of incidents to problems or known errors

B. To identify which support team the incident should be escalated to
C. To ensure that incidents with the highest business impact are resolved first
D. To encourage a high level of collaboration within and between teams

Answer: C

NEW QUESTION 220

Which dimension includes activities and workflows?

A. Value streams and processes

B. Partners and suppliers
C. Information and technology
D. Organizations and people

Answer: A

NEW QUESTION 225

Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.

A. closed
B. logged
C. analysed
D. escalated

Answer: C

NEW QUESTION 228

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What do customer perceptions and business outcomes help to define?

A. The value of a service

B. Service metrics
C. The total cost of a service
D. Key performance indicators (KPIs)

Answer: A

NEW QUESTION 232

Which is an important principle of communication in service operation?

A. Information should always be communicated

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

Answer: B

NEW QUESTION 236

How should the workflow for a new service request be designed?

A. Use a single workflow for all types of service request

B. Leverage existing workflows whenever possible
C. Use different workflows for each type of service request
D. Avoid workflows for simple service requests

Answer: B

NEW QUESTION 239

What type of change is MOST likely to be managed by the 'service request management' practice?

A. An emergency change
B. A normal change
C. An application change
D. A standard change

Answer: D

NEW QUESTION 243

Which of the following is an example of incident?

A. A backup server is being rebooted while services are running on the primary server
B. An application is not available during the business hours
C. A user has requested access to a shared repository
D. A user wants to reset the password of a server

Answer: B

NEW QUESTION 244

......

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