Prepare for ITIL Exams Questions & Study Materials, ITIL 4 Foundation Exam

Question #1

Access management is closely related to which other process?

A. Capacity management only

B. 3rd line support

C. Information security management

D. Change management

View answer

Correct Answer: D

Question #2

See the Scenario for additional information. CruiseAlong Cars CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It has grown by acquisition over the last 20 years and has operations in over 50 countries. Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global Ci

A. Design for experience by engaging with the VIPs to identify improvements to the service

B. Collaborate with the service desk staff to design improvements to the new processes

C. Be transparent and explain that non-compliance to procedures will lead to disciplinary action

D. Observe directly in order to understand who is not using the new procedures and why

View answer

Correct Answer: D

Question #3

Which statement about outcomes is CORRECT?

A. An outcome can be enabled by more than one output

B. Outcomes are how the service performs C

View answer

Correct Answer: A

Question #4

Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

A. Do

B. Perform

C. Implement

D. Measure

View answer

Correct Answer: C

Question #5

Which practice has a purpose that includes ensuring that risks have been properly assessed?

A. Service configuration management

B. Problem management C

View answer

Correct Answer: D

Question #6

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

View answer

Correct Answer: A

Question #7

See the Scenario for additional information. CruiseAlong Cars CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It has grown by acquisition over the last 20 years and has operations in over 50 countries. Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global Ci

A. Create a new comprehensive communications plan for all stakeholders before engaging with the research teams

B. Use the existing communications plan and send all previous communications to the research teams

C. Make contact with the research teams and build a specific communications approach to address their needs

D. Include the named contacts immediately on the project email distribution list and ask them for feedback

View answer

Correct Answer: C

Question #8

Which one of the following is the BEST description of the purpose of the service operation stage of the service lifecycle?

A. To decide how IT will engage with suppliers during the service lifecycle

B. To proactively prevent all outages to IT services

C. To design and build processes which will meet business needs

D. To deliver and manage IT services at agreed levels to business users and customers

View answer

Correct Answer: D

Question #9

Which of the following is NOT a recognized example of a service provider type within the ITIL framework?

A. Internal

B. External

C. Service desk

D. Shared services unit

View answer

Correct Answer: C

Question #10

The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

A. A change

B. A change model

C. A change request

D. A change advisory board

View answer

Correct Answer: B

Question #11

Which practice updates information relating to symptoms and business impact?

A. Service level management

B. Change control C

View answer

Correct Answer: D

Question #12

Which Functions are included in IT operations management?

A. Network management and application management

B. Technical management and change management

C. IT operations control and facilities management

D. Facilities management and release management

View answer

Correct Answer: C

Question #13

When should a full risk assessment and authorization be carried out for a standard change?

A. Each time the standard change is implemented

B. When the procedure for the standard change is created C

View answer

Correct Answer: B

Question #14

Which of the following areas would technology help to support during the service lifecycle? 1. Data mining and workflow 2. Measurement and reporting 3. Release and deployment 4. Process design

A. 2, 3 and 4 only

B. 1, 3 and 4 only

C. 1, 2 and 3 only

D. All of the above

View answer

Correct Answer: C

Question #15

See the Scenario for additional information. CruiseAlong Cars CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It has grown by acquisition over the last 20 years and has operations in over 50 countries. Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global Ci

A. Customer satisfaction with operational services

B. Ability to respond rapidly to customer demand for change

C. Stability and availability of services delivered to customers

D. Ability to resolve customer incidents quickly and effectively

View answer

Correct Answer: C

Question #16

From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?

A. User

B. Customer

C. Supplier

D. Administrator

View answer

Correct Answer: D

Question #17

Which of the following are classed as stakeholders in service management? 1. Customers 2. Users 3. Suppliers

A. All of the above

B. 1 and 3 only

C. 1 and 2 only

D. 2 and 3 only

View answer

Correct Answer: C

Question #18

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

A. Supplier management

B. Service desk C

View answer

Correct Answer: B

Question #19

Which statement about emergency changes is CORRECT?

A. The testing of emergency can be eliminated in order to implement the change quickly

B. The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly C

View answer

Correct Answer: B

Question #20

Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

A. Event management, incident management, problem management, request fulfillment, and access management

B. Event management, incident management, change management, and access management

C. Incident management, problem management, service desk, request fulfillment, and event management

D. Incident management, service desk, request fulfillment, access management, and event management

View answer

Correct Answer: D

Question #21

Which one of the following does service metrics measure?

A. Functions

B. Maturity and cost

C. The end-to-end service

D. Infrastructure availability

View answer

Correct Answer: D

Question #22

Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

A. Event management, incident management, problem management, request fulfilment, and access management

B. Event management, incident management, change management, and access management

C. Incident management, problem management, service desk, request fulfilment, and event management

D. Incident management, service desk, request fulfilment, access management, and event management

View answer

Correct Answer: C

Question #23

Which one of the following activities would be performed by access management?

A. Providing physical security for staff at data centers and other buildings

B. Managing access to computer rooms and other secure locations

C. Managing access to the service desk

D. Managing the rights to use a service or group of services

View answer

Correct Answer: C

Question #24

Which statement about a 'continual improvement register' is CORRECT?

A. It should be managed at the senior level of the organization

B. It should be used to capture user demand C

View answer

Correct Answer: D

Question #25

Which of the following is MOST concerned with the design of new or changed services?

A. Change management

B. Service transition

C. Service strategy

D. Service design

View answer

Correct Answer: D

Question #26

In which document would you expect to see an overview of actual service achievements against targets?

A. Operational level agreement(OLA)

B. Capacity plan

C. Service level agreement(SLA)

D. SLA monitoring chart(SLAM)

View answer

Correct Answer: D

Question #27

Which of the following processes are performed by the service desk? 1. Capacity management 2. Request fulfillment 3. Demand management 4. Incident management

A. All of the above

B. 3 and 4 only

C. 2 and 4 only

D. 2 only

View answer

Correct Answer: B

Question #28

What are customers of IT services who work in the same organization as the service provider known as?

A. Strategic customers

B. External customers

C. Valued customers

D. Internal customers

View answer

Correct Answer: B

Question #29

What is organizational change management (OCM) MOST likely to contribute to in an organization?

A. The knowledge required to support the adoption of new technology platforms

B. Cultural changes required as a result of adopting new business processes

C. Standard changes that are made to IT service assets and configuration items

D. The development of underpinning processes for a change management standard

View answer

Correct Answer: B

Question #30

What are 'engage', 'plan' and 'improve' examples of?

A. Service value chain activities

B. Service level management C

View answer

Correct Answer: A

Question #31

Which is part of service provision?

A. The management of resources configured to deliver the service

B. The management of resources needed to consume the service C

View answer

Correct Answer: A

Question #32

What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

A. Business services

B. Component services

C. Supporting services

D. Customer services

View answer

Correct Answer: D

Question #33

Which of the following statements MOST correctly identifies the scope of design coordination activities?

A. Only changes that introduce new services

B. It is mandatory that all changes are subject to design coordination activity

C. Only changes to business critical systems

D. Any change that the organization believes could benefit

View answer

Correct Answer: B

Question #34

Implementation of IT1L service management requires the preparation and planning of the effective and efficient use of "the four Ps." What are these four Ps?

A. People, process, partners, performance

B. Performance, process, products, problems

C. People, process, products, partners

D. People, products, perspective, partners

View answer

Correct Answer: B

Question #35

The improvement initiative has been running for a year and the BRMs believe it has been successful. What is the BEST way to demonstrate its success?

A. By completing a benefits realization review

B. By facilitating a customer service review workshop

C. By conducting a service catalogue gap analysis

D. By undertaking a stakeholder review analysis

View answer

Correct Answer: C

Question #36

Which statement about the service portfolio is TRUE?

A. The service portfolio includes ail services except those managed by third parties

B. It is an integral part of the service catalogue

C. It allows the organization unlimited resources when planning for new service deployments

D. It represents all resources presently engaged or being released in various stages of the service lifecycle

View answer

Correct Answer: C

Question #37

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

View answer

Correct Answer: C

Question #38

See the Scenario for additional information. CruiseAlong Cars CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It has grown by acquisition over the last 20 years and has operations in over 50 countries. Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global Ci

A. A RACI model authority matrix, provided to the project manager when approving the design costs

B. A stakeholder map, provided to the project manager when approving the design costs

C. A RACI model authority matrix, provided to the service desk during deployment

D. A stakeholder map, provided to the service desk during deployment

View answer

Correct Answer: C

Question #39

What are the categories of events described in the ITIL service operation book?

A. Informational, scheduled, normal

B. Scheduled, unscheduled, emergency

C. Informational, warning, exception

D. Warning, reactive, proactive

View answer

Correct Answer: C

Question #40

Which of the following is NOT an objective of request fulfillment?

A. To provide information to users about what services are available and how to request them

B. To update the service catalogue with services that may be requested through the service desk

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

D. To source and deliver the components of standard services that have been requested

View answer

Correct Answer: A

Question #41

See the Scenario for additional information. CruiseAlong Cars CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It has grown by acquisition over the last 20 years and has operations in over 50 countries. Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global Ci

A. 1 and 2

B. 2 and 3

C. 3 and 4

D. 1 and 4

View answer

Correct Answer: D

Question #42

Which process has the following objective “Establish new or changed services into supported environments within the predicted cost, time and resource estimates”?

A. Service strategy

B. Service transition planning and support

C. Service level management

D. Change management

View answer

Correct Answer: D

Question #43

A number of service desk staff do not like the planned improvements and have offered alternative solutions. The project manager has decided to involve them in the design and review process. This is an example of using which tactic?

A. Prioritize the change against other changes

B. Be open and honest

C. Create and communicate quick wins

D. Resistance is not always necessarily negative

View answer

Correct Answer: D

Question #44

Which of the following would be most useful in helping to implement a workaround as quickly as possible?

A. A capacity database

B. A definitive media library

C. A request for change

D. A known error database

View answer

Correct Answer: C

Question #45

Which one of the following is the purpose of service level management?

A. To carry out the service operations activities needed to support current IT services

B. To ensure that sufficient capacity is provided to deliver the agreed performance of services

C. To create and populate a service catalogue

D. To ensure that an agreed level of IT service is provided for all current IT services

View answer

Correct Answer: A

Question #46

Which of the following statements is CORRECT for every process? 1. It delivers its primary results to a customer or stakeholder 2. It defines activities that are executed by a single function

A. Both of the above

B. 1 only

C. Neither of the above

D. 2 only

View answer

Correct Answer: B

Question #47

Which statement BEST represents the guidance on incident logging?

A. Incidents must only be logged if a resolution is not immediately available

B. Only incidents reported to the service desk can be logged

C. All incidents must be fully logged

D. The service desk decide which incidents to log

View answer

Correct Answer: B

Question #48

Which of these recommendations is best practice for service level management? 1. Include legal terminology in service level agreements (SLAs) 2. It is NOT necessary to be able to measure all the targets in an SLA

A. 1 only

B. 2only

C. Both of the above

D. Neither of the above

View answer

Correct Answer: B

Question #49

What is warranty?

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

B. The amount of money spent on a specific activity or resource C

View answer

Correct Answer: A

Question #50

See the Scenario for additional information. CruiseAlong Cars CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It has grown by acquisition over the last 20 years and has operations in over 50 countries. Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global Ci

A. Stakeholder who receives the report: Service desk staff Report content: Customer satisfaction scores, Achievement of service availability targets

B. Stakeholder who receives the report: Service desk staff Report content: Achievement of service response targets, Root cause of outages

C. Stakeholder who receives the report: Senior executives Report content: Customer satisfaction scores, Root cause of outages

D. Stakeholder who receives the report: Senior executives Report content: Achievement of service desk response targets, Achievement of service availability targets

View answer

Correct Answer: D

Question #51

What type of record should you raise when a problem diagnosis is complete and a workaround is available?

A. A service object

B. An incident

C. A change

D. A known error

View answer

Correct Answer: C

Question #52

See the Scenario for additional information. CruiseAlong Cars CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It has grown by acquisition over the last 20 years and has operations in over 50 countries. Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global Ci

A. Communications Approach: Critical Why: They are accountable for the project budget to build and support the new solution

B. Communications Approach: Significant Why: The data being shared on the new platform is critical to the technical team role

C. Communications Approach: Critical Why: Technical teams are the only people with the necessary skills to manage the new platform

D. Communications Approach: Significant Why: Continued support is required for the planning process and then support of the solution

View answer

Correct Answer: D

Question #53

Which types of communication would the functions within service operation use? 1. Communication between data centre shifts 2. Communication related to changes 3. Performance reporting 4. Routine operational communication

A. 1 only

B. 2 and 3 only

C. 1, 2 and 4 only

D. All of the above

View answer

Correct Answer: C

Question #54

Which process has the purpose to ensure that, by managing the risks could seriously affect IT services, the IT service provider can always provide minimum agreed business-related service levels?

A. Change management

B. IT service continuity management

C. Financial management for IT services

D. Service catalog management

View answer

Correct Answer: D

Question #55

Which one of the following activities does application management perform?

A. Defining where the vendor of an application should be located

B. Ensuring that the required functionality is available to achieve the required business outcome

C. Deciding who the vendor of the storage devices will be

D. Agreeing the service levels for the service supported by the application

View answer

Correct Answer: B

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