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ITIL Exam Questions & Mock Exams, ITIL 4 Foundation Exam | SPOTO

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Question #1
An SLA is a service level agreement. Which describes the 'watermelon SLA' effect?
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
View answer
Correct Answer: B

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Question #2
Which statement about the 'service request management' practice is CORRECT?
A. Service requests are fulfilled using simple workflows
B. A new workflow is created for each type of request C
View answer
Correct Answer: C
Question #3
Which helps to manage an incident when it is unclear which support team should be working on the incident?
A. Disaster recovery plans B
View answer
Correct Answer: B
Question #4
Which is considered by the 'partners and suppliers' dimension?
A. Using artificial intelligence
B. Defining controls and procedures C
View answer
Correct Answer: D
Question #5
Which skill is an essential part of the 'service level management' practice?
A. Problem analysis
B. Technical knowledge
C. Listening
D. Diagnosis
View answer
Correct Answer: B
Question #6
What is the definition of a known error?
A. An unplanned interruption to a service, or reduction in the quality of a service
B. A cause, or potential cause, of one or more incidents C
View answer
Correct Answer: C
Question #7
Which activity is part of the 'continual improvement' practice?
A. Handling compliments and complaints from users to identify improvements
B. Improving relationships with and between stakeholders C
View answer
Correct Answer: A
Question #8
Which two statements about the guiding principles are CORRECT? 1. The guiding principles support continual improvement 2. Each guiding principle applies to a selection of the available stakeholder groups 3. Organizations should decide which one of the guiding principles is relevant to them 4. Organizations should consider how the guiding principles interact with each other A.1 and 2
B. 2 and 3 C
View answer
Correct Answer: A
Question #9
What does 'change enablement' PRIMARILY focus on?
A. Changes to service levels
B. Changes to products and services C
View answer
Correct Answer: D
Question #10
What is the MAIN benefit of 'problem management'?
A. Restoring normal service as quickly as possible
B. Reducing the number and impact of incidents C
View answer
Correct Answer: A
Question #11
Which practice updates information relating to symptoms and business impact?
A. Service level management
B. Change control
C. Service request management
D. Incident management
View answer
Correct Answer: C
Question #12
Which guiding principle says that services and processes should NOT provide a solution for every exception?
A. Keep it simple and practical
B. Think and work holistically C
View answer
Correct Answer: D
Question #13
Which is a risk that might be removed from a service consumer by an IT service?
A. Service provider ceasing to trade B
View answer
Correct Answer: A
Question #14
What term is used to describe whether a service will meet availability, capacity and security requirements?
A. Outcomes
B. Value C
View answer
Correct Answer: A
Question #15
What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?
A. Restricting information about the improvement to essential stakeholders only
B. Increasing collaboration and visibility for the improvement
View answer
Correct Answer: D
Question #16
Which statement about the 'continual improvement' practice is CORRECT?
A. Continual improvement participation should be limited to a small dedicated team
B. It is the role of senior management to authorize improvement initiatives
View answer
Correct Answer: B
Question #17
Which statement about a service value stream is CORRECT?
A. It uses inputs and outputs prescribed by ITIL B
View answer
Correct Answer: A
Question #18
Which is part of the 'focus on value' guiding principle?
A. Understanding what services help the service consumer
B. Reducing the number of steps in the customer experience C
View answer
Correct Answer: A
Question #19
What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?
A. The problem record is deleted
B. The problem remains in the known error status
C. A change request is submitted to change control
D. Problem management restores the service as soon as possible
View answer
Correct Answer: C
Question #20
Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?
A. A normal change
B. An emergency change C
View answer
Correct Answer: C
Question #21
Which two are considered part of the 'organizations and people' dimension of service management? 1. Systems of authority 2. Culture 3. Relationships between organizations 4. Workflows
A. 1 and 2
B. 2 and 3 C
View answer
Correct Answer: A
Question #22
What is the purpose of the 'deployment management' practice?
A. To protect the information needed by the organization to conduct its business
B. To make new and changed services and features available for use C
View answer
Correct Answer: A
Question #23
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?
A. Service desk
B. Monitoring and event management C
View answer
Correct Answer: B
Question #24
Which is an activity of 'problem identification'?
A. Analyzing information from software developers
B. Establishing problem workarounds C
View answer
Correct Answer: A
Question #25
Which statement about outcomes is CORRECT?
A. They are deliverables provided to service consumers
B. They allow service consumers to achieve a desired result
View answer
Correct Answer: C
Question #26
Which skill is required by the 'service level management' practice?
A. Supplier management
B. Technical expertise C
View answer
Correct Answer: C
Question #27
What does the 'service request management' practice depend on for maximum efficiency?
A. Self-service tools
B. Compliments and complaints
C. Processes and procedures
D. Incident management
View answer
Correct Answer: C
Question #28
Which is a low risk change that has been pre-approved so that no additional authorization is needed?
A. A standard change
B. A change model C
View answer
Correct Answer: D
Question #29
Which should be handled by 'service request management'?
A. A request to implement a security patch
B. A request to provide a laptop C
View answer
Correct Answer: C
Question #30
Which practice includes management of workarounds and known errors?
A. Monitoring and event management
B. Service configuration management C
View answer
Correct Answer: C
Question #31
Which guiding principle says that it is not usually necessary to build something new?
A. Focus on value
B. Start where you are C
View answer
Correct Answer: D
Question #32
What is recommended by the guiding principle 'progress iteratively with feedback'?
A. A current state assessment that is carried out at the start of an improvement initiative
B. The identification of all interested parts at the start of an improvement initiative C
View answer
Correct Answer: B
Question #33
When should a workaround be created?
A. As soon as possible, once the incident is logged
B. After the resolution of a problem C
View answer
Correct Answer: A
Question #34
Which practice has a strong influence on the user experience and perception of the service provider?
A. Service desk
B. Change enablement C
View answer
Correct Answer: B
Question #35
What is the definition of warranty?
A. A means of identifying events that could cause harm or loss
B. A means of determining whether a service is fit for purpose C
View answer
Correct Answer: B
Question #36
Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'?
A. Only add controls and metrics when they are needed
B. Design controls and metrics first, then remove those not adding value C
View answer
Correct Answer: C
Question #37
Which is provided by the 'engage' value chain activity?
A. Ensuring that stakeholder expectations for quality are met
B. Ensuring that stakeholder needs are understood by the organization C
View answer
Correct Answer: D
Question #38
Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?
A. Service level management
B. Relationship management C
View answer
Correct Answer: A
Question #39
Identify the missing word in the following sentence. A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve, without the customer having to manage specific costs and risks.
A. tility
B. arranty
C. utcomes
D. utputs
View answer
Correct Answer: D
Question #40
Where should all master copies of controlled software and documentation be stored?
A. In the definitive capacity library
B. In the definitive media library
C. In the definitive security library
D. In the definitive production library
View answer
Correct Answer: C
Question #41
What can be described as an operating model for the creating and management of products and services? A. Governance
B. Service value chain C
View answer
Correct Answer: B
Question #42
Which guiding principle discourages 'silo activity'?
A. Focus on value
B. Start where you are C
View answer
Correct Answer: A
Question #43
Which will help solve incidents more quickly?
A. Target resolution times
B. Escalating all incidents to support teams C
View answer
Correct Answer: B
Question #44
Which practice forms a link between the service provider and the users of services? A. Change enablement
B. Service level management C
View answer
Correct Answer: A
Question #45
How should an organization prioritize incidents?
A. Ask the user for their preferred resolution timeframe
B. Assess the availability of the appropriate support team
View answer
Correct Answer: C
Question #46
Which term relates to service levels aligned with the needs of service consumers?
A. Service management
B. Warranty C
View answer
Correct Answer: C
Question #47
Which statement about standard changes is CORRECT?
A. A full assessment should be completed each time the change is implemented
B. The change can be implemented with less testing if necessary C
View answer
Correct Answer: B
Question #48
Which statement about the 'optimize and automate' guiding principle is CORRECT?
A. Activities should be automated before they are optimized
B. Automation is best applied to non-standard tasks C
View answer
Correct Answer: D
Question #49
Which guiding principle considers customer and user experience?
A. Collaborate and promote visibility
B. Focus on value C
View answer
Correct Answer: B
Question #50
Which statement about 'continual improvement' is CORRECT?
A. All improvement ideas should be logged in a single 'continual improvement register'
B. A single team should carry out 'continual improvement' across the organization C
View answer
Correct Answer: C
Question #51
Which is part of the definition of a customer?
A. The role that defines the requirements for a service
B. A means of enabling value co-creation C
View answer
Correct Answer: A
Question #52
Which 'service level management' activity helps staff to deliver a more business-focused service?
A. Creating targets based on the percentage of uptime of a service
B. Understanding the ongoing requirements of customers C
View answer
Correct Answer: D
Question #53
Which describes the 'plan' value chain activity?
A. It ensures a shared understanding of the current status and vision for all products and services across the organization
B. It ensures that services are delivered and supported according to agreed specifications and stakeholders' expectations C
View answer
Correct Answer: B
Question #54
What is the purpose of the 'monitoring and event management' practice?
A. To restore normal service operation as quickly as possible
B. To manage workarounds and known errors C
View answer
Correct Answer: B
Question #55
What is required by all service desk staff? A.Excellent technical knowledge
B. Root cause analysis skills C
View answer
Correct Answer: C
Question #56
Which includes governance, management practices, and continual improvement?
A. The service value system
B. The 'deliver and support' value chain activity C
View answer
Correct Answer: C
Question #57
Identify 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
View answer
Correct Answer: C
Question #58
Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools? A. Service configuration management
B. Service desk C
View answer
Correct Answer: C
Question #59
Which statement about change authorities is CORRECT?
A. Change authorities are only required for authorizing emergency changes
B. Change authorities are assigned when each change is deployed C
View answer
Correct Answer: B
Question #60
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
A. Information security management
B. Change enablement C
View answer
Correct Answer: A
Question #61
An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?
A. Collaborate and promote visibility
B. Start where you are C
View answer
Correct Answer: D
Question #62
Which describes a 'change authority'?
A. A model used to determine who will assess a change
B. A person who approves a change C
View answer
Correct Answer: A
Question #63
Which practice is responsible for moving new or changed components to live or other environments?
A. Release management
B. Deployment management C
View answer
Correct Answer: D
Question #64
Which is a purpose of release management?
A. To protect the organization's information
B. To handle user-initiated service requests C
View answer
Correct Answer: C
Question #65
Which is a purpose of the 'relationship management' practice?
A. To systematically observe services and service components B
View answer
Correct Answer: B
Question #66
What is the expected outcome from using a service value chain?
A. Service value streams
B. Value realization
C. Customer engagement
D. The application of practices
View answer
Correct Answer: A
Question #67
What is a definition of a problem?
A. An unplanned interruption to a service, or reduction in the quality of a service
B. A cause, or potential cause, of one or more incidents C
View answer
Correct Answer: C
Question #68
Which statement about the 'continual improvement model' is CORRECT?
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
View answer
Correct Answer: B
Question #69
Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?
A. Service level management
B. Service desk C
View answer
Correct Answer: D
Question #70
Which action is performed by a service provider?
A. Requesting required service actions
B. Authorizing budget for service consumption C
View answer
Correct Answer: D
Question #71
Which will NOT be handled as a service request?
A. The degradation of a service
B. The replacement of a toner cartridge C
View answer
Correct Answer: D
Question #72
When is the earliest that a workaround can be documented in 'problem management'?
A. After the problem has been logged
B. After the problem has been prioritized C
View answer
Correct Answer: A
Question #73
Which practice requires skills and competencies related to business analysis, supplier management and relationship management?
A. Monitoring and event management
B. Incident management C
View answer
Correct Answer: D
Question #74
Which is one of the MAIN concerns of the 'design and transition' value chain activity?
A. Understanding the organization's vision
B. Understanding stakeholder needs C
View answer
Correct Answer: D
Question #75
Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
A. Relationship management
B. Change enablement C
View answer
Correct Answer: A
Question #76
Which of these activities is carried out as part of 'problem management'?
A. Creating incident records
B. Diagnosing and resolving incidents C
View answer
Correct Answer: B
Question #77
Which is a use of the change schedule?
A. Assigning resources to changes
B. Deciding the approval authority for changes C
View answer
Correct Answer: C
Question #78
What is a service?
A. A possible event that could cause harm or loss, or make it more difficult to achieve objectives
B. 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 C
View answer
Correct Answer: C
Question #79
Which dimension of service management considers the workflows and controls needed to deliver services?
A. Organization and people
B. Information and technology C
View answer
Correct Answer: C
Question #80
Identify the missing words in the following sentence. When an organization has decided to improve a service, it should start by considering [?].
A. existing information
B. new methods C
View answer
Correct Answer: B
Question #81
Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific circumstances?
A. Continual improvement
B. Service value chain C
View answer
Correct Answer: D
Question #82
Which statement about service relationship management is CORRECT?
A. It focuses on the service actions performed by users
B. It requires the service consumer to create resources for the service provider C
View answer
Correct Answer: B
Question #83
Which directly assists with the diagnosis and resolution of simple incidents?
A. Scripts for collecting user information
B. Use of shift working patterns C
View answer
Correct Answer: D
Question #84
Which guiding principle considers how the steps of a process can be performed as efficiently as possible?
A. Start where you are
B. Focus on value C
View answer
Correct Answer: B
Question #85
Which is an objective of the design coordination process?
A. To produce service design packages and ensure they are handed over to service transition
B. To assess and evaluate all changes and their impact on service designs
C. To document the initial structure and relationship between services and customers
D. To gather and document new service level requirements from the customer
View answer
Correct Answer: B
Question #86
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.
A. measured
B. rewarded C
View answer
Correct Answer: C
Question #87
What is defined as any financially valuable component that can contribute to the delivery of a service?
A. Configuration item B
View answer
Correct Answer: C
Question #88
Which is a result of applying the guiding principle 'progress iteratively with feedback'? A.The ability to discover and respond to failure earlier
B. Standardization of practices and services C
View answer
Correct Answer: D
Question #89
Which TWO are important aspects of the 'service request management' practice? 1. Standardization and automation 2. Providing a variety of channels for access 3. Establishing a shared view of targets 4. Policies for approvals
A. 1 and 2
B. 2 and 3 C
View answer
Correct Answer: B
Question #90
Which practice establishes a channel between the service provider and its users?
A. Relationship management
B. Change enablement C
View answer
Correct Answer: B
Question #91
Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?
A. Progress iteratively with feedback
B. Collaborate and promote visibility C
View answer
Correct Answer: B
Question #92
Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?
A. Service request management
B. Service configuration management C
View answer
Correct Answer: B
Question #93
Which helps to streamline the fulfilment of service requests?
A. Understanding which service requests can be accomplished with limited approvals
B. Creating new workflows for every service request C
View answer
Correct Answer: D
Question #94
Which statement about value creating activities is CORRECT?
A. Each value stream should be designed with a specific combination of service value chain activities
B. Service value chain activities have pre-determined dependencies on ITIL practices C
View answer
Correct Answer: D
Question #95
Which practice provides users with a way to get various requests arranged, explained and coordinated? A. Service level management
B. Relationship management C
View answer
Correct Answer: B
Question #96
Which statement about problems is CORRECT?
A. Problems are not related to incidents
B. Problems must be resolved quickly in order to restore normal business activity
View answer
Correct Answer: A
Question #97
Which step of the continual improvement model includes baseline assessments?
A. Did we get there?
B. Where are we now? C
View answer
Correct Answer: B
Question #98
What varies in size and complexity, and uses functions to achieve its objectives? A.A risk
B. An organization C
View answer
Correct Answer: A
Question #99
Which is handled as a service request?
A. An investigation to identify the cause of an incident
B. A compliment about an IT support team C
View answer
Correct Answer: C
Question #100
Which statement about the 'incident management' practice is CORRECT?
A. It identifies the cause of major incidents
B. It authorizes changes to resolve incidents
View answer
Correct Answer: C
Question #101
A service offering may include goods, access to resources, and service actions. Which is an example of a service action?
A. A mobile phone enables a user to work remotely
B. A password allows a user connect to a WiFi network
View answer
Correct Answer: B
Question #102
Which statement about the 'change enablement' practice is CORRECT?
A. Service requests are usually normal changes that can be implemented quickly without authorization
B. Emergency changes are changes that must be fully tested and fully documented prior to implementation C
View answer
Correct Answer: A
Question #103
What is a cause, or potential cause, of one or more incidents?
A. A configuration item
B. A workaround C
View answer
Correct Answer: D
Question #104
Which does the ITIL service value system discourage?
A. Coordinated authorities and responsibilities
B. Organizational silos C
View answer
Correct Answer: C
Question #105
What are typically recognized through notifications created by an IT service, CI or monitoring tool?
A. Incidents
B. Problem C
View answer
Correct Answer: C
Question #106
What is the MOST important reason for prioritizing incidents?
A. To ensure that user expectations are realistic
B. To ensure that incidents with highest impact are resolved first C
View answer
Correct Answer: A
Question #107
Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?
A. Organizations and people
B. Information and technology C
View answer
Correct Answer: C
Question #108
Which dimension considers the application of artificial intelligence to service management?
A. Organizations and people B
View answer
Correct Answer: D
Question #109
Which dimension considers data security and privacy? A.Organizations and people
B. Information and technology C
View answer
Correct Answer: C
Question #110
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
View answer
Correct Answer: A
Question #111
Which statement about outcome is CORRECT?
A. Outcomes rely on outputs to deliver results for a stakeholder
B. Outcomes use activities to produce tangible or intangible deliverables C
View answer
Correct Answer: A
Question #112
Which practice recommends using tools for collaboration and the automated matching of symptoms?
A. Problem management
B. Service level management C
View answer
Correct Answer: D
Question #113
Which is a key requirement for a successful service level agreement (SLA)?
A. Using individual metrics that relate to the service catalogue
B. Using bundled metrics to relate performance to outcomes C
View answer
Correct Answer: B
Question #114
Identify the missing word in the following sentence. The purpose of the service configuration management practice is to ensure that accurate and reliable information about the [?], and the CIs that support them, is available when and where it is needed.
A. relationships with suppliers
B. configuration of services C
View answer
Correct Answer: B
Question #115
Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?
A. Focus on value
B. Start where you are C
View answer
Correct Answer: A
Question #116
Which practice has the purpose of ensuring that the organization's suppliers and their performance and managed appropriately to support the provision of seamless, quality products and services?
A. Release management
B. Supplier management C
View answer
Correct Answer: C
Question #117
Which is NOT a component of the service value system?
A. The service value chain
B. Opportunity and demand C
View answer
Correct Answer: B

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