ITIL Practice Tests, Mock Tests & Study Resources, ITIL 4 Foundation Exam

Question #1

Which statement about managing incidents is CORRECT?

A. Low impact incidents should be resolved efficiently, making logging unnecessary

B. The 'incident management' practice should use a single process regardless of the impact of the incident

C. Low impact incidents should be resolved efficiently so the resource required is reduced

D. Incidents with the lowest impact should be resolved first

View answer

Correct Answer: A

Question #2

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

View answer

Correct Answer: C

Question #3

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. The failure of an IT service

D. An emergency change to implement a security patch

View answer

Correct Answer: B

Question #4

What is a change schedule used for?

A. To help plan emergency changes

B. To help authorize standard changes

C. To help assign a change authority

D. To help manage normal changes

View answer

Correct Answer: A

Question #5

Which role approves the cost of services?

A. User

B. Change authority

C. Sponsor

D. Customer

View answer

Correct Answer: C

Question #6

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. Using single-system-based metrics that relate to outputs

D. Using an agreement between the service provider and service supplier

View answer

Correct Answer: C

Question #7

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

C. Involving customers after all planning has been completed

D. Engaging every stakeholder group in the same way, with the same communication

View answer

Correct Answer: B

Question #8

Which phase of problem management includes analysing incidents to look for patterns and trends?

A. Problem identification

B. Problem control

C. Error control

D. Post-implementation review

View answer

Correct Answer: A

Question #9

Which is included in the purpose of the ‘deliver and support’ value chain activity?

A. Meeting stakeholder expectations for time to market

B. Understanding the organization’s service vision

C. Understanding stakeholder needs

D. Providing services to agreed specifications

View answer

Correct Answer: D

Question #10

Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?

A. Supplier management

B. Change enablement

C. Relationship management

D. Service desk

View answer

Correct Answer: B

Question #11

A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.

A. outputs

B. outcomes

C. costs

D. risks

View answer

Correct Answer: C

Question #12

Which describes the utility of a service?

A. A service that is fit for use

B. A service that meets its service level targets

C. A service that increases constraints on the consumer

D. A service that supports the performance of the consumer

View answer

Correct Answer: A

Question #13

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. An incident for which a full resolution is not yet available

D. Any change of state that has significance for the management of a configuration item (CI)

View answer

Correct Answer: B

Question #14

Which is NOT a component of the service value system?

A. The service value chain

B. Opportunity and demand

C. Continual improvement

D. Governance

View answer

Correct Answer: C

Question #15

Which usually requires a team of representatives from many stakeholder groups?

A. Fulfilling a service request

B. Authorizing an emergency change

C. Logging a new problem

D. Investigating a major incident

View answer

Correct Answer: A

Question #16

Which is a key activity carried out in the ‘did we get there?’ step of the ‘continual improvement’ model?

A. Define measurable targets

B. Perform baseline assessments

C. Execute improvement actions

D. Evaluate measurements and metrics

View answer

Correct Answer: A

Question #17

Which service management dimension is focused on activities and how these are coordinated?

A. Partners and suppliers

B. Information and technology

C. Value streams and processes

D. Organizations and people

View answer

Correct Answer: C

Question #18

Which statement about IT service management is CORRECT? D18912E1457D5D1DDCBD40AB3BF70D5D

A. It is performed by customers using a mix of IT systems, services and processes

B. It is performed by IT service providers using a mix of suppliers and their products

C. It is performed by the service desk using a mix of people, process and technology

D. It is performed by IT service providers using a mix of people, process and technology

View answer

Correct Answer: A

Question #19

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: A

Question #20

Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?

A. Service configuration management

B. Service desk

C. Problem management

D. Deployment management

View answer

Correct Answer: B

Question #21

Which is a purpose of the ‘service desk’ practice?

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

B. To be the entry point and single point of contact for the service provider with all of its users

C. To support the agreed quality of a service by handling all pre-defined, user-initiated service requests

D. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels

View answer

Correct Answer: B

Question #22

Which term relates to service levels aligned with the needs of service consumers?

A. Service management

B. Warranty

C. Cost

D. Utility

View answer

Correct Answer: B

Question #23

Which gives a user access to a system?

A. Service requirement

B. Service agreement

C. Service consumption

D. Service provision

View answer

Correct Answer: D

Question #24

What is defined as an unplanned interruption or reduction in the quality of a service?

A. An incident

B. A problem

C. A change

D. An event

View answer

Correct Answer: D

Question #25

What is the purpose of service level management?

A. To obtain/build activity that ensures the service components are available when and where they are needed and meet agreed specifications

B. To ensure that all current and planned IT services are delivered to agreed achievable targets

C. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels

D. To track and manage improvement ideas from identification to final action, organizations use a database or structured document called a continual improvement register (CIR)

View answer

Correct Answer: D

Question #26

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. additional measurements

D. revised processes

View answer

Correct Answer: D

Question #27

What considerations influence the supplier strategy of an organization?

A. Contracts and agreements

B. Type of cooperation with suppliers

C. Corporate culture of the organization

D. Level of formality

View answer

Correct Answer: C

Question #28

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. Assessing services to identify parts that can be reused

D. Identifying activities that can be achieved in smaller iterations

View answer

Correct Answer: B

Question #29

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

C. SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed

D. Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction

View answer

Correct Answer: B

Question #30

What MAIN factors are considered to assess the priority of an incident?

A. The urgency and impact

B. The impact and complexity

C. The cost and urgency

D. The complexity and cost

View answer

Correct Answer: A

Question #31

Identify the missing word in the following sentence. The purpose of the 'information security management' practice is to [?] the organization's information.

A. protect

B. store

C. audit

D. provide

View answer

Correct Answer: B

Question #32

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

View answer

Correct Answer: C

Question #33

Which is an activity of ‘problem identification’?

A. Analyzing information from software developers

B. Establishing problem workarounds

C. Analyzing the cause of problems

D. Establishing potential permanent solutions

View answer

Correct Answer: A

Question #34

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

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

View answer

Correct Answer: A

Question #35

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

View answer

Correct Answer: B

Question #36

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

A. Technical management

B. Service desk

C. Application management

D. Facilities management

View answer

Correct Answer: B

Question #37

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. Service level management

D. Continual improvement

View answer

Correct Answer: B

Question #38

What includes governance as a component?

A. Practices

B. The service value chain

C. The service value system

D. The guiding principles

View answer

Correct Answer: B

Question #39

What should be done first when applying the 'focus on value' guiding principle?

A. Identify all suppliers and partners involved in the service

B. Determine the cost of providing the service

C. Identify the outcomes that the service facilitates

D. Determine who the service consumer is in each situation

View answer

Correct Answer: C

Question #40

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

View answer

Correct Answer: A

Question #41

Which is one of the five aspects of service design?

A. Management information systems and tools

B. Risk analysis and management approach

C. Management policy for business case creation

D. Corporate governance and policy

View answer

Correct Answer: A

Question #42

Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?

A. Keep it simple and practical

B. Optimize and automate

C. Progress iteratively with feedback

D. Focus on value

View answer

Correct Answer: C

Question #43

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. Deployment management

D. Change enablement

View answer

Correct Answer: B

Question #44

What is a configuration item?

A. Any financially valuable component that can contribute to delivery of an IT product or service

B. Any component that needs to be managed in order to deliver an IT service

C. Any change of state that has significance for the management of a service

D. A problem that has been analyzed but has not been resolved

View answer

Correct Answer: B

Question #45

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

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

View answer

Correct Answer: D

Question #46

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

A. Organizations and people

B. Information and technology

C. Partners and suppliers

D. Value streams and processes

View answer

Correct Answer: C

Question #47

Which practice involves the management of vulnerabilities that were not identified before the service went live?

A. Service request management

B. Problem management

C. Change control

D. Service level management

View answer

Correct Answer: C

Question #48

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. Separating requests relating to service failures from the degradation of services

D. Eliminating service requests which have complex workflows

View answer

Correct Answer: B

Question #49

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

A. Change enablement

B. Service level management

C. Problem management

D. Service desk

View answer

Correct Answer: B

Question #50

Which is considered by the ‘partners and suppliers’ dimension?

A. Using artificial intelligence

B. Defining controls and procedures

C. Using formal roles and responsibilities

D. Working with an integrator to manage relationships

View answer

Correct Answer: B

Question #51

Which guiding principle discourages 'silo activity'?

A. Focus on value

B. Start where you are

C. Collaborate and promote visibility

D. Keep it simple and practical

View answer

Correct Answer: A

Question #52

Which skill is required by the ‘service level management’ practice?

A. Supplier management

B. Technical expertise

C. Event monitoring

D. Problem management

View answer

Correct Answer: B

Question #53

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

C. Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis

D. Problem prioritization involves risk assessment

View answer

Correct Answer: A

Question #54

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

A. Service configuration management

B. Service desk

C. IT asset management

D. Monitoring and event management

View answer

Correct Answer: D

Question #55

Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?

A. Service providers are able to respond more quickly to customer needs

B. Bottlenecks in the service provider's workflow are identified

C. The complexities of the service provider's IT systems are identified

D. The service provider gains a better understanding of the customer experience

View answer

Correct Answer: A

Question #56

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. managed

D. defined

View answer

Correct Answer: B

Question #57

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

View answer

Correct Answer: D

Question #58

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. Design controls and metrics and add them individually until all are implemented

D. Only add controls and metrics that are required for compliance

View answer

Correct Answer: C

Question #59

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

View answer

Correct Answer: A

Question #60

Which service transition process provides guidance about converting data into information?

A. Change evaluation D18912E1457D5D1DDCBD40AB3BF70D5D

B. Knowledge management

C. Service validation and testing

D. Service asset and configuration management

View answer

Correct Answer: B

Question #61

Which includes governance, management practices, and continual improvement?

A. The service value system

B. The 'deliver and support' value chain activity

C. The 'focus on value' guiding principle

D. The 'value stream and processes' dimension

View answer

Correct Answer: C

Question #62

Which two practices use workarounds?

A. Change enablement and continual improvement

B. Change enablement and problem management

C. Problem management and incident management

D. Incident management and continual improvement

View answer

Correct Answer: B

Question #63

What three elements make up the Service Portfolio?

A. Customer portfolio, service catalogue and retired services

B. Customer portfolio, configuration management system and service catalogue

C. Service pipeline, service catalogue and retired services

D. Service pipeline, configuration management system and service catalogue

View answer

Correct Answer: C

Question #64

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 low 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

View answer

Correct Answer: B

Question #65

What describes how components and activities work together to facilitate value creation?

A. The ITIL service value system

B. The ITIL guiding principles

C. The four dimensions of service management

D. A service relationship

View answer

Correct Answer: C

Question #66

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. Standard changes are changes that need to be scheduled, assessed and authorized following a standard process

D. Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited

View answer

Correct Answer: C

Question #67

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. Maximizing the number of successful changes

D. Managing workarounds and known errors

View answer

Correct Answer: A

Question #68

What is an incident?

A. The planned removal of an item that might affect a service

B. A result enabled by one or more outputs

C. A possible future event that could cause harm

D. A service interruption resolved by the use of self-help tools

View answer

Correct Answer: A

Question #69

Identify the missing words in the following sentence. The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.

A. 'focus on value' guiding principle

B. service value system

C. 'service request management' practice

D. four dimensions of service management

View answer

Correct Answer: A

Question #70

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

View answer

Correct Answer: C

Question #71

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

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

View answer

Correct Answer: B

Question #72

In service relationships, what is a benefit of identifying consumer roles?

A. It enables effective stakeholder management

B. It provides shared service expectations

C. It removes constraints from the customer

D. It enables a common definition of value

View answer

Correct Answer: D

Question #73

What should be done for every problem?

A. It should have a workaround to reduce the impact

B. It should be prioritized based on its potential impact and probability

C. It should be resolved so that it can be closed

D. It should be diagnosed to identify possible solutions

View answer

Correct Answer: D

Question #74

What is the purpose of service level management?

A. To obtain/build activity that ensures the service components are available when and where they are needed and meet agreed specifications

B. To ensure that all current and planned IT services are delivered to agreed achievable targets

C. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels

D. To track and manage improvement ideas from identification to final action, organizations use a database or structured document called a continual improvement register (CIR)

View answer

Correct Answer: D

Question #75

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

View answer

Correct Answer: D

Question #76

Which will NOT be handled as a service request?

A. The degradation of a service

B. The replacement of a toner cartridge

C. The provision of a laptop

D. A complaint about a support team

View answer

Correct Answer: B

Question #77

Which action is performed by a service provider?

A. Requesting required service actions

B. Authorizing budget for service consumption

C. Ensuring access to agreed resources

D. Receiving of the agreed goods

View answer

Correct Answer: D

Question #78

Which statement about the automation of service requests is CORRECT?

A. Service requests that cannot be automated should be handled as incidents

B. Service requests and their fulfillment should be automated as much as possible

C. Service requests that cannot be automated should be handled as problems

D. Service requests and their fulfillment should be carried out by service desk staff without automation

View answer

Correct Answer: C

Question #79

Which statement about the ‘change enablement’ practice is CORRECT?

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

View answer

Correct Answer: B

Question #80

Which is included in the purpose of the ‘service level management’ practice?

A. To maximize the number of successful service and product changes

B. To ensure accurate information about the configuration of services is available

C. To set clear business-based targets for service levels

D. To ensure that suppliers and their performance are managed appropriately

View answer

Correct Answer: A

Question #81

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. Technology eliminates the need for human intervention

D. Automation frees human resources for more complex activities

View answer

Correct Answer: C

Question #82

Which of these should be logged and managed as a problem?

A. Trend analysis shows a large number of similar incidents

B. A user requests delivery of a laptop

C. A monitoring tool detects a change of state for a service

D. 'Continual improvement' needs to prioritize an improvement opportunity

View answer

Correct Answer: B

Question #83

Which statement about service requests is CORRECT?

A. Complex service requests should be dealt with as normal changes

B. Service requests that require simple workflows should be dealt with as incidents

C. Service requests require workflows that should use manual procedures and avoid automation

D. Service requests are usually formalized using standard procedures for initiation, approval and fulfilment

View answer

Correct Answer: C

Question #84

In which step of the ‘continual improvement model’ is an improvement plan implemented?

A. What is the vision?

B. How do we get there?

C. Take action

D. Did we get there?

View answer

Correct Answer: A

Question #85

Which service management dimension is focused on activities and how these are coordinated?

A. Partners and suppliers

B. Information and technology

C. Value streams and processes

D. Organizations and people

View answer

Correct Answer: A

Question #86

Which guiding principle considers customer and user experience?

A. Collaborate and promote visibility

B. Focus on value

C. Start where you are

D. Keep it simple and practical

View answer

Correct Answer: D

Question #87

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. To capture demand for incident resolution and service requests

D. To systematically observe services and service components

View answer

Correct Answer: B

Question #88

What is defined as a change of state that has significate for the management of an IT service?

A. Event

B. Incident

C. Problem

D. Known error

View answer

Correct Answer: D

Question #89

Which is a purpose of the ‘relationship management’ practice?

A. To systematically observe services and service components

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

C. To be the entry point and single point of contact for the service provider with all of its users

D. To identify, analyze, monitor, and continually improve links with stakeholders

View answer

Correct Answer: B

Question #90

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

View answer

Correct Answer: D

Question #91

What are guiding principles?

A. A set of interconnected activities that help an organization deliver a valuable service

B. A description of one or more services that help address the needs of a target consumer group

C. A set of specialized organizational capabilities for enabling value for customers

D. Recommendations that help an organization when adopting a service management approach

View answer

Correct Answer: C

Question #92

Which value chain activity ensures the availability of service components?

A. Improve

B. Deliver and support

C. Engage

D. Obtain/build

View answer

Correct Answer: D

Question #93

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. Practices

D. Guiding principles

View answer

Correct Answer: D

Question #94

Which is NOT a key focus of the 'information and technology' dimension?

A. Workflow management and inventory systems

B. Communication systems and knowledge bases

C. Roles and responsibilities

D. Security and compliance

View answer

Correct Answer: D

Question #95

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

View answer

Correct Answer: D

Question #96

What is a cause, or potential cause, of one or more incidents?

A. A configuration item

B. A workaround

C. An incident

D. A problem

View answer

Correct Answer: B

Question #97

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. The role that authorizes budget for service consumption

D. A set of specialized organizational capabilities for enabling value

View answer

Correct Answer: C

Question #98

Which statement about the use of measurement in the ‘start where you are’ guiding principle is CORRECT?

A. It should always be used to support direct observation

B. It should always be used instead of direct observation

C. Measured data is always more accurate than direct observation

D. The act of measuring always positively impacts results

View answer

Correct Answer: B

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