Ace ITIL Certification Exam Questions & Study Resources, ITIL 4 Foundation Exam

Question #1

Effective release and deployment management enables the service provider to add value to the business by?

A. Ensuring that all assets are accounted for

B. Ensures that the fastest servers are purchased

C. Delivering change, faster and at optimum cost and minimized risk

D. Verifying the accuracy of all items in the configuration management database

View answer

Correct Answer: B

Question #2

Which of the following is NOT an aim of the Change Management process?

A. Overall business risk is optimized

B. Standardized methods and procedures are used for efficient and prompt handling of all Changes

C. All budgets and expenditures are accounted for

D. All changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management system

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Correct Answer: C

Question #3

Which of the following provides resources to resolve operational and support issues during Release and Deployment?

A. Early Life Support

B. Service Test Manager

C. Evaluation

D. Release Packaging and Build Manager

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Correct Answer: B

Question #4

Which two statements about an organization’s culture are CORRECT? 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

View answer

Correct Answer: D

Question #5

Which of the following are responsibilities of a Service Level Manager? (1) Agreeing targets in Service Level Agreements (2) Designing the service so it can meet the targets (3) Ensuring all needed contracts and agreements are in place

A. 1 and 3 only

B. All of the above

C. 2 and 3 only

D. 1 and 2 only

View answer

Correct Answer: A

Question #6

Which is NOT a purpose of a Product Description?

A. Define the time and cost needed to produce the product

B. Define the quality skills required to check the product

C. Define the function and appearance of the product

D. Define the development skills required to produce the product

View answer

Correct Answer: D

Question #7

Order the following continual service improvement (CSI) implementation steps into the correct sequence in alignment with the plan, Do, Check, Act (PDCA) model. (1) Allocate roles and responsibilities to work on CSI initiatives. (2) Measure and review that the CSI plan is executed and its objectives are being achieved. (3) Identify the scope, objectives and requirements for CSI. (4) Decision on implementation of further enhancement.

A. 3-1-2-4

B. 3-4-2-1

C. 1-3-2-4

D. 2-3-4-1

View answer

Correct Answer: D

Question #8

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

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Correct Answer: A

Question #9

Which one of the following functions would be responsible for the management of a data centre?

A. Technical management

B. Service desk

C. Application management

D. Facilities management

View answer

Correct Answer: D

Question #10

A single Release unit, or a structured set of Release units can be defined within:

A. The RACI Model

B. A Release Package

C. A Request Model

D. The Plan, Do, Check, Act (PDCA) cycle

View answer

Correct Answer: B

Question #11

Which one of the following is an objective of service catalogue management?

A. Negotiating and agreeing service level agreement

B. Negotiating and agreeing operational level agreements

C. Ensuring that the service catalogue is made available to those approved to access it

D. Only ensuring that adequate technical resources are available

View answer

Correct Answer: C

Question #12

A configuration model can be used to help (1) Assess the impact and cause of incidents and problems (2) Assess the impact of proposed changes (3) Plan and design new or changed services (4) Plan technology refresh and software upgrades

A. 1, 2 and 3 only

B. All of the above

C. 1, 2 and 4 only

D. 3 and 4 only

View answer

Correct Answer: D

Question #13

Which of the following should NOT be a concern of Risk Management?

A. To ensure that the organization can continue to operate in the event of a major disruption or disaster

B. To ensure that the workplace is a safe environment for its employees and customers

C. To ensure that the organization assets, such as information, facilities and building are protected from threats, damage or loss

D. To ensure only the change requests with mitigated risks are approved for implementation

View answer

Correct Answer: C

Question #14

When should a change request be submitted to resolve a problem?

A. As soon as a solution for the problem has been identified

B. As soon as a workaround for the problem has been identified

C. As soon as the analysis of the frequency and impact of incidents justifies the change

D. As soon as the analysis of cost, risks and benefits justifies the change

View answer

Correct Answer: D

Question #15

What type of improvement should be achieved by using the Deming Cycle?

A. Rapid, one-off improvement

B. Return on investment within 12 months

C. Quick wins

D. Steady, ongoing improvement

View answer

Correct Answer: D

Question #16

In many organizations the role of Incident Manager is assigned to the Service Desk. It is important that the Incident Manager is given the authority to:

A. Only manage Incidents effectively through 1st and 2nd line

B. Only manage Incidents effectively through the 1st line

C. Only manage Incidents effectively at the 3rd line

D. Manage Incidents effectively through 1st, 2nd and 3rd line

View answer

Correct Answer: A

Question #17

Understanding the level of risk during and after change and providing confidence in the degree of compliance with governance requirements during change are both ways of adding business value through which part of the service lifecycle?

A. Service Transition

B. Risk Management

C. IT Service Continuity Management

D. Availability Management

View answer

Correct Answer: C

Question #18

Which practice owns and manages issues, queries and requests from users?

A. Incident management

B. Service desk

C. Change control

D. Problem management

View answer

Correct Answer: B

Question #19

Who has the responsibility for review and risk analysis of all supplies and contracts on a regular basis?

A. The Service Level Manager

B. The IT Service Continuity Manager

C. The Service Catalogue Manager

D. The Supplier Manager

View answer

Correct Answer: C

Question #20

Identify the missing word in the following sentence. The use of [?] should support, not replace what is observed, when using the 'start where you are' guiding principle.

A. measurement

B. tools

C. plans

D. process

View answer

Correct Answer: A

Question #21

What BEST describes the customers and users of an IT service provider?

A. Customers buy IT services; users use IT services

B. Customers design IT services; users test IT services

C. Customers sell IT services; users improve IT services

D. Customers agree the service levels; users buy IT services

View answer

Correct Answer: B

Question #22

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

A. Problem investigation and resolution

B. Business analysis and commercial management

C. Incident analysis and prioritization

D. Balanced scorecard reviews and maturity assessment

View answer

Correct Answer: B

Question #23

The goal of which process is: "To improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the lifecycle"?

A. Knowledge Management

B. Availability Management

C. Service Asset and Configuration Management

D. Change Management

View answer

Correct Answer: D

Question #24

Which of the following statements about incident reporting and logging is CORRECT?

A. Incidents can only be reported by users, since they are the only people who know when a service has been disrupted

B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service

C. All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity

D. Incidents reported by technical staff must be logged as Problems because technical staff manages infrastructure devices not services

View answer

Correct Answer: A

Question #25

What is defined as any component that needs to be managed in order to deliver an IT service?

A. A service request

B. A configuration item (CI)

C. An incident

D. An IT asset

View answer

Correct Answer: B

Question #26

Which statement about the steps to fulfill a service request is CORRECT?

A. They should be complex and detailed

B. They should be well-known and proven

C. They should include incident handling

D. They should be brief and simple

View answer

Correct Answer: B

Question #27

Application Management plays a role in all applications. One of the key decisions to which they contribute is?

A. Whether to buy an application or build it

B. Should application development be outsourced

C. Who the vendor of the storage devices will be

D. Where the vendor of an application is located

View answer

Correct Answer: C

Question #28

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

A. It enables quick and efficient diagnosis of incidents

B. It removes the need for regular customer updates

C. It removes the need for collaboration during incident resolution

D. It enables the reassessment of known errors

View answer

Correct Answer: A

Question #29

Consider the following list: 1. Change authority 2. Change manager 3. Change advisory board (CAB) Which one of the following is the BEST description of the items above?

A. Job descriptions

B. Functions

C. Teams

D. Roles, people or groups

View answer

Correct Answer: D

Question #30

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

View answer

Correct Answer: C

Question #31

Which of these statements about Service Desk staff is CORRECT?

A. Service Desk staff should be recruited from people who have high levels of technical skill to minimize the cost of training them

B. The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles

C. The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries

D. Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained

View answer

Correct Answer: A

Question #32

Which of the following statements is CORRECT?

A. Process owners are more important to service management than service owners

B. Service owners are more important to service management than process owners

C. Service owners are as important to service management as process owners

D. Process owners and service owners are not required within the same organization

View answer

Correct Answer: C

Question #33

Which of the following models would be MOST useful in helping to define an organizational structure?

A. RACI model

B. Service Model

C. Continual Service improvement (CSI) model

D. The Deming Cycle

View answer

Correct Answer: C

Question #34

What is the entry point or the first level of the V model?

A. Service Solution

B. Customer / Business Needs

C. Service Release

D. Service Requirements

View answer

Correct Answer: C

Question #35

The BEST description of the purpose of Service Operation is?

A. To decide how IT will engage with suppliers during the Service Management Lifecycle

B. To proactively prevent all outages to IT Services

C. To deliver and support IT Services at agreed levels to business users and customers

D. To design and build processes that will meet business needs

View answer

Correct Answer: C

Question #36

Which is the CORRECT description of an outcome?

A. The result of carrying out an activity, following a process, or delivering an IT service

B. The inputs that trigger an action for an activity, process or IT service

C. The prediction of the future demand requirements for an activity, process or IT service

D. The design and development of the activities that make up a process or IT service

View answer

Correct Answer: D

Question #37

Which is the correct combination of Service Management terms across the Lifecycle?

A. 1-A, 2-B, 3-C, 4-D

B. 1-C, 2-D, 3-A, 4-B

C. 1-C, 2-B, 3-A, 4-D

D. 1-B, 2-C, 3-D, 4-A

View answer

Correct Answer: C

Question #38

Which is the BEST definition of a supplier?

A. It is a third party responsible for supplying goods or services that are required to deliver IT services

B. It is a shared services unit that is responsible for supplying goods or services that are required to deliver IT services

C. It is a third party with responsibility for supplying goods or services that is agreed through an operational level agreement

D. It is a mixture of internal and external parties that are responsible for providing goods and services to its customer group

View answer

Correct Answer: B

Question #39

Within the Continual Service Improvement (CSI) 7 step improvement process, data needs to be gathered and analyzed from which other area of the lifecycle in order to answer the question "Did we get there?"

A. Service Strategy

B. Service Design

C. Service OperationD

View answer

Correct Answer: A

Question #40

Which of the following is NOT defined as part of every process?

A. Roles

B. Inputs and outputs

C. Functions

D. Metrics

View answer

Correct Answer: A

Question #41

What is the objective of Access Management?

A. To provide security staff for Data Centers and other buildings

B. To manage access to computer rooms and other secure locations

C. To manage access to the Service Desk

D. To manage the right to use a service or group of services

View answer

Correct Answer: C

Question #42

Which of the following combinations covers all the roles in Service Asset and Configuration Management?

A. Configuration Administrator/Librarian; Configuration Manager; Service Desk Manager; Configuration Analyst; CMS/tools Administrator

B. Configuration Administrator/Librarian; Service Asset Manager; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator

C. Configuration Manager; Configuration Analyst; CMS/tools Administrator; Librarian; Change Manager

D. Configuration Administrator/Librarian; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator; Financial Asset Manager

View answer

Correct Answer: A

Question #43

Which of the following is NOT a purpose of Service Transition?

A. To ensure that a service can be managed, operated and supported

B. To provide training and certification in project management

C. To provide quality knowledge of Change, Release and Deployment Management

D. To plan and manage the capacity and resource requirements to manage a release

View answer

Correct Answer: C

Question #44

Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

A. RACI model

B. Incident model

C. Continual service improvement (CSI) approach

D. The Deming Cycle

View answer

Correct Answer: A

Question #45

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

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

View answer

Correct Answer: C

Question #46

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. costs

C. utility

D. warranty

View answer

Correct Answer: B

Question #47

When tan a known error record tie raised? (1) At any time when it would be useful to do so (2) After a workaround has been found

A. 2 only

B. 1 only

C. Neither of the above

D. Both of the above

View answer

Correct Answer: B

Question #48

The MAIN purpose of the Service Portfolio is to describe services in terms of?

A. Business Value

B. Functionality

C. IT Assets

D. Service Level Requirements

View answer

Correct Answer: B

Question #49

Which of the following statements is INCORRECT?

A. The SKMS is part of the Configuration Management System (CMS)

B. The SKMS can include data on the performance of the organization

C. The Service Knowledge Management System (SKMS) includes Configuration Management Databases (CMDB)

D. The SKMS can include user skill levels

View answer

Correct Answer: C

Question #50

Which of the following is NOT an example of Self-Help capabilities?

A. Requirement to always call the service desk for service requests

B. Menu-driven range of self help and service requests

C. Web front-end

D. A direct interface into the back end process handling software

View answer

Correct Answer: A

Question #51

Which of the following is the BEST definition of an event?

A. Any detectable or discernible occurrence that has significance for the management of the IT infrastructure

B. An unplanned interruption to an IT service or a reduction in the quality of an IT service

C. The unknown cause of one or more incidents that have an impact on an IT service

D. Reducing or eliminating the cause of an incident or problem

View answer

Correct Answer: C

Question #52

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. 1 and 2

B. 2 and 3

C. 3 and 4

D. 1 and 4

View answer

Correct Answer: A

Question #53

Which describes a standard change?

A. A change that needs to be scheduled, assessed and authorized following a defined process

B. A change that is typically implemented as a service request

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

D. A change that must be implemented as soon as possible

View answer

Correct Answer: B

Question #54

Which statement about service desks is CORRECT?

A. The service desk should work in close collaboration with support and development teams

B. The service desk should rely on self-service portals instead of escalation to support teams

C. The service desk should remain isolated from technical support teams

D. The service desk should escalate all technical issues to support and development teams

View answer

Correct Answer: A

Question #55

Which one of the following is the BEST definition of the term service management?

A. A set of specialized organizational capabilities for providing value to customers in the form of services

B. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose

C. The management of functions within an organization to perform certain activities

D. Units of organizations with roles to perform certain activities

View answer

Correct Answer: A

Question #56

Which is NOT an example of a pattern of business activity (PBA)?

A. The seasonal variation in customer purchases from a supermarket

B. The peak period usage of counter services in a retail bank

C. The capacity usage of the network supporting service

D. The tendency for a government agency to submit its regulatory reports just before the deadline

View answer

Correct Answer: C

Question #57

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

View answer

Correct Answer: A

Question #58

Service Acceptance criteria are used to?

A. Ensure the design stage of the Lifecycle

B. Ensure Portfolio Management is in place

C. Ensure delivery and support of a service

D. Ensure service Key Performance Indicators (KPIs) are reported

View answer

Correct Answer: A

Question #59

Which statement about costs is CORRECT?

A. Costs imposed on the consumer are costs of service utility

B. Costs removed from the consumer are part of the value proposition

C. Costs imposed on the consumer are costs of service warranty

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

View answer

Correct Answer: B

Question #60

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.

A. costs

B. users

C. value

D. performances

View answer

Correct Answer: D

Question #61

What is the primary focus of component capacity management?

A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology

B. Review of all capacity supplier agreements and underpinning contracts with supplier management

C. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services

D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion

View answer

Correct Answer: C

Question #62

Which practice has a purpose that includes observing a service to report selected changes of state identified as events?

A. Information security management

B. Monitoring and event management

C. Incident management

D. Change control

View answer

Correct Answer: B

Question #63

When planning ‘continual improvement’, which approach for assessing the current state of a service is CORRECT?

A. An organization should always use a single technique to ensure metrics are consistent

B. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis

C. An organization should always develop competencies in methodologies and techniques that will meet their needs

D. An organization should always use an approach that combines Lean, Agile and DevOps methodologies

View answer

Correct Answer: C

Question #64

Service Design emphasizes the importance of the 'Four Ps'. Which of the following is a correct list of these 'Four Ps'?

A. People, Products, Partners, Profit

B. People, Process, Products, Partners

C. Potential, Preparation, Performance, Profit

D. People, Potential, Products, Performance

View answer

Correct Answer: B

Question #65

Which of the following is NOT an objective of the Operations Management function?

A. Swift application of skills to diagnose any IT Operations failures that occur

B. Regular scrutiny and improvements to achieve improved service at reduced costs

C. First line Incident investigation and diagnosis logged by users

D. Maintenance of status quo to achieve stability of day to day processes and activities

View answer

Correct Answer: B

Question #66

Identify the input to the Problem Management process.

A. Request for Change

B. Problem Resolution

C. Incident Records

D. New Known Errors

View answer

Correct Answer: A

Question #67

What is most likely to cause a loss of faith in the Service Level Management process?

A. Measurements that match the customer's perception of the service

B. Clear, concise, unambiguous wording in the Service Level Agreements(SLAs)

C. Inclusion of items in the SLA that cannot be effectively measured

D. Involving customers in drafting Service Level Requirements

View answer

Correct Answer: C

Question #68

How does Problem Management work with Change Management?

A. By installing changes to fix problems

B. By negotiating with Incident Management for changes in IT for Problem resolution

C. By issuing RFCs for permanent solutions

D. By working with users to change their IT configurations

View answer

Correct Answer: A

Question #69

The group that authorizes changes that must be installed faster than the normal process is called the?

A. Emergency CAB (ECAB)

B. Urgent Change Authority (UCA)

C. Urgent Change Board (UCB)

D. CAB Emergency Committee (CAB/EC)

View answer

Correct Answer: A

Question #70

The consideration of value creation is a principle of which stage of the service lifecycle?

A. Continual service improvement

B. Service strategy

C. Service design

D. Service transition

View answer

Correct Answer: B

Question #71

Which of the following BEST describes the purpose of access management?

A. To provide a channel for users to request and receive standard services

B. Provides the rights for users to be able to use a service or group of services

C. To prevent problems and resulting Incidents from happening

D. To detect security events and make sense of them

View answer

Correct Answer: B

Question #72

Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?

A. Services and Infrastructure

B. Applications and Infrastructure

C. Resources and Capabilities

D. Utility and Warranty

View answer

Correct Answer: B

Question #73

Which dimension includes a workflow management system?

A. Organizations and people

B. Partners and suppliers

C. Information and technology

D. Value streams and processes

View answer

Correct Answer: D

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