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ITIL ITIL Foundation (V4) Questions and Answers

Questions 4

Which competencies are required by the 'service level management' practice?

Options:

A.

Problem investigation and resolution

B.

Incident analysis and prioritization

C.

Business analysis and commercial management

D.

Balanced scorecard reviews and maturity assessment

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Questions 5

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

Options:

A.

1 and 2

B.

2 and 3

C.

3 and 4

D.

1 and 4

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Questions 6

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

Options:

A.

An emergency change

B.

A normal change

C.

An application change

D.

A standard change

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Questions 7

Which is a purpose of the 'service desk' practice?

Options:

A.

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

B.

To capture demand for incident resolution and service requests

C.

To set clear business-based targets for service performance

D.

To maximize the number of successful IT changes by ensuring risks are properly assessed

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Questions 8

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

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Questions 9

Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?

Options:

A.

Progress iteratively with feedback

B.

Think and work holistically

C.

Keep it simple and practical

D.

Focus on value

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Questions 10

Which practice has a purpose to support the quality of the service by handling all agreed user initiated service

requests?

Options:

A.

Change control

B.

IT asset management

C.

Service desk

D.

Service request management

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Questions 11

What is an output?

Options:

A.

A possible event that could cause harm or loss

B.

Something created by carrying out an activity

C.

A result for a stakeholder

D.

A change of state that has significance for the management of a configuration item

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Questions 12

Which of the following is an example of incident?

Options:

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

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Questions 13

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

Options:

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

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Questions 14

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

Options:

A.

Service value chain activities

B.

Service level management

C.

Service value chain inputs

D.

Change control

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Questions 15

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

Options:

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

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Questions 16

Which dimension considers how knowledge assets should be protected?

Options:

A.

Organizations and people

B.

Partners and suppliers

C.

Information and technology

D.

Value streams and processes

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Questions 17

Which describes a standard change?

Options:

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

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Questions 18

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

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Questions 19

What are the ITIL guiding principles used for?

Options:

A.

To help an organization make good decisions

B.

To direct and control an organization

C.

To identify activities that an organization must perform in order to deliver a valuable service

D.

To ensure that an organization’s performance continually meets stakeholders’ expectations

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Questions 20

Why should a service level agreement include bundles of metrics?

Options:

A.

To ensure that the service levels have been agreed with customers

B.

To reduce the number of metrics that need to be measured and reported

C.

To ensure that all services are included in the service reports

D.

To help focus on business outcomes, rather than operational result.

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Questions 21

Which service value chain activity deals with the purchase of new products?

Options:

A.

Engage

B.

Obtain/build

C.

Plan

D.

Improve

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Questions 22

Which value chain activity is concerned with the availability of service components?

Options:

A.

Design and transition

B.

Deliver and support

C.

Plan

D.

Obtain/build

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Questions 23

Which is part of the value proposition of a service?

Options:

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

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Questions 24

What is the difference between the 'incident management' and 'service desk' practices?

Options:

A.

Incident management restores service operation, service desk provides communication with users

B.

incident management manages interruptions to service desk monitors achieved service quality

C.

incident management resolves issues, service desk investigates the underlying causes of issues

D.

incident management resolves complex issues, service desk resolve simpler issues.

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Questions 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

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Questions 26

Which practice has a purpose that includes managing authentication and non-repudation?

Options:

A.

Information security management

B.

IT Asset Management

C.

Change enablement

D.

Service Configuration management

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Questions 27

What is defined as "the role that uses services?

Options:

A.

Service consumer

B.

Customer

C.

User

D.

Sponsor

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Questions 28

Which is a key requirement for successful service level agreements (SLAs)?

Options:

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, 'rom one year to the next to enable uunsisleni service

D.

They should avoid ambiguous targets such as those relating to user experience

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Questions 29

What type of change is often used for resolving incidents or implementing security patches?

Options:

A.

Standard change

B.

Normal change

C.

Emergency change

D.

Change model

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Questions 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

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Questions 31

Which is an example of a service request?

Options:

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

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Questions 32

What can a change schedule be used for?

Options:

A.

Speeding up the planning and authorization of emergency changes

B.

Providing information about deployed changes to help manage incidents and problems.

C.

Tracking and managing improvement ideas from identification through to final action

D.

Providing a way to initiate normal changes

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Questions 33

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

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Questions 34

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

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Questions 35

What is the customer of a service responsible for?

Options:

A.

Authorizing the budget for the service

B.

Provisioning the service

C.

Defining the requirements for the service

D.

Using the service

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Questions 36

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

Options:

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

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Questions 37

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

Options:

A.

Communication and collaboration

B.

Workflows and controls

C.

Inputs and outputs

D.

Contracts and agreement

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Questions 38

Which step of the 'continual improvement model' defines measurable targets?

Options:

A.

how we get there?

B.

Where are we now?

C.

What is the vision?

D.

Where do we want to be?

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Questions 39

Which of the following should IT service continuity strategy be based on?

1. Design of the service metrics

2. Business continuity strategy

3. Business impact analysis (BIA)

4. Risk assessment

Options:

A.

1, 2 and 4 only

B.

1, 2 and 3 only

C.

2, 3 and 4 only

D.

1, 3 and 4 only

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Questions 40

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

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Questions 41

Which statement about the 'service desk1 practice is CORRECT?

Options:

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

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Questions 42

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

Options:

A.

Service configuration management

B.

Service desk

C.

IT asset management

D.

Monitoring and event management

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Questions 43

Which is an important principle of communication in service operation?

Options:

A.

Information should always be communicated

B.

It has an intended purpose or a resultant action

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C.

Meetings are always the best method of communication

D.

It is stored in the configuration management system

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Questions 44

Which approach is CORRECT when applying the guiding principle ‘keep it simple and practical’?

Options:

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

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Questions 45

Which term describes the functionality offered by a service?

Options:

A.

cost

B.

Utility

C.

Warranty

D.

Risk

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Questions 46

Which practice forms a link between the service provider and the users of services?

Options:

A.

Change enablement

B.

Service level management

C.

Problem management

D.

Service desk

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Questions 47

Why should incidents be prioritized?

Options:

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

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Questions 48

Which dimension of service management considers governance, management, and communication?

Options:

A.

Organizations and people

B.

Information and technology

C.

Partners and suppliers

D.

Value streams and processes

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Questions 49

Which term is used to describe the prediction and control of income and expenditure within an organization?

Options:

A.

Charging

B.

Governance

C.

Budgeting

D.

Accounting

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Questions 50

What is a change schedule PRIMARILY used for?

Options:

A.

To help plan, authorize and schedule emergency changes

B.

To publish a list of service requests that users can select

C.

To ensure that a single change authority reviews every change

D.

To help plan changes, assist in communication and avoid conflicts

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Questions 51

Which value chain activity ensures the availability of service components?

Options:

A.

Improve

B.

Deliver and support

C.

Engage

D.

Obtain/build

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Questions 52

Which directly assists with the diagnosis and resolution of simple incidents?

Options:

A.

Scripts for collecting user information

B.

Use of shift working patterns

C.

Fulfillment of service requests

D.

Creation of a temporary team

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Questions 53

Which is an example of a business related measurement?

Options:

A.

The number of passengers checked in

B.

The average time to response to change requests

C.

The average resolution time for incidents

D.

The number of problems resolved

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Questions 54

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

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Questions 55

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?

Options:

A.

Service desk

B.

Monitoring and event management

C.

Service level management

D.

Continual improvement

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Questions 56

What is an event?

Options:

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

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Questions 57

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

Options:

A.

To ensure that spending is properly accounted for

B.

To ensure that information security requirements are met

C.

To streamline the fulfillment workflow

D.

To set user expectations for fulfillment times

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Questions 58

What impact does automation have on a service desk?

Options:

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 centralised location

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Questions 59

Which costs are included in the value proposition of a service?

Options:

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

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Questions 60

Which is a use of a continual improvement register?

Options:

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

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Questions 61

Which describes a ‘change authority’?

Options:

A.

A model used to determine who will assess a change

B.

A person who approves a change

C.

A tool used to help changes

D.

A way to manage the people aspects of change

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Questions 62

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

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Questions 63

Which should be handled by ‘service request management’?

Options:

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

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Questions 64

Which is the BEST example of a standard change?

Options:

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

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Questions 65

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

Options:

A.

Governance

B.

Service value chain

C.

Guiding principles

D.

Practices

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Questions 66

Which dimension of service management considers the workflows and controls needed to deliver services?

Options:

A.

Organization and people

B.

Information and technology

C.

Partners and suppliers

D.

Value streams and processes

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Questions 67

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

Options:

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

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Questions 68

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

Options:

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

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Questions 69

Which describes a CORRECT approach to change authorization?

Options:

A.

Changes included in the change schedule are pre-authorized and do not need additional authorization

B.

formal 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.

formal changes are typically implemented as service requests and authorized by the service desk

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Questions 70

Which is a risk that might be removed from a service consumer by an IT service?

Options:

A.

Service provider ceasing to trade

B.

Security breach

C.

Failure of server hardware

D.

Cost of purchasing servers

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Questions 71

Which statement about a service value stream is CORRECT?

Options:

A.

it uses inputs and outputs prescribed by ITIL

B.

It is a service value chain activity

C.

It integrates practices for a specific scenario

D.

It provides an operating model for service providers

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Questions 72

Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?

Options:

A.

Service request management

B.

Service configuration management

C.

Deployment management

D.

Change enablement

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Questions 73

Which is a low risk change that has been pre-approved so that no additional authorization is needed?

Options:

A.

A standard change

B.

A change model

C.

An emergency change

D.

A normal change

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Questions 74

Which practice's purpose includes creating closer more collaborative relationships?

Options:

A.

Supplier management

B.

Information security management

C.

Release management

D.

Service configuration management

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Questions 75

Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?

Options:

A.

Service level management

B.

Relationship management

C.

Service desk

D.

Monitoring and event management

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Exam Code: ITIL
Exam Name: ITIL Foundation (V4)
Last Update: Sep 28, 2022
Questions: 503

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