Prepare for ITIL Success: Exam Questions 2024 Updated, ITIL 4 Foundation Exam

Question #1

Which statement BEST describes the value of service strategy to the business?

A. It allows higher volumes of successful change

B. It reduces unplanned costs through optimized handling of service outages

C. It reduces the duration and frequency of service outages

D. It enables the service provider to understand what levels of service will make their customers successful

View answer

Correct Answer: A

Question #2

Scenario A flower delivery company introduced ITIL-based service management processes 12 months ago. One major benefit of the associated service improvement initiatives was that the service availability of the business critical on-line flower ordering IT service increased from 97% to 98.9% over the last quarter. This exceeds the service availability target of 98.5%. Last month, reports were circulated showing the availability improvement. The service level manager is chairing a service review meeting to rev

A. Determine what information each IT team can provide regarding the collection and reporting of component availability

B. Meet with the customer managers to conduct a thorough review of all services and document all revised service level requirements (SLRs), ensuring that business impact and seasonal variations are taken into account

C. Meet with the customer managers to review and document their availability requirements, ensuring that business impact and seasonal variations are taken into account

D. Review the requirements for service availability against the data collection and measurement currently provided by the IT teams

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Correct Answer: C

Question #3

Scenario An IT security company provides secure data services to many large financial organizations in several countries. The company has an administrative headquarters in its home country and a data centre in each country of operation. Each data centre obtains support for services from third-party contracts provided by a number of suppliers. All supporting services are scoped and documented, and are aligned to the corporate strategy and the regulations in force in each country. The security services compan

A. Service level manager: Apologize to the customer and compensate them financially for the poor service levels

B. Service level manager: Log the complaints

C. Service level manager: Log the complaints

D. Service level manager: Inform the customer that the complaints will be reviewed as a matter of urgency

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Correct Answer: B

Question #4

Which of the following is an example of proactive problem management?

A. Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident

B. Analysis of an incident by a technical support group which revels that an underlying problem exists, or is likely to exist

C. Suspicion or detection of a cause of one or more incidents by the service desk

D. Trending of historical incident records to identify one or more underlying causes

View answer

Correct Answer: D

Question #5

Scenario A commercial IT services company has been successful for many years. Its key strategic differentiator has been the provision of new services to meet customers’ needs in very short lead times. Recently profits have dipped, forcing senior management to take a look at the lifecycle costs of providing the IT services to their external customers. The organization has had a service catalogue containing customer and supporting views for some time. It is an essential source of information about the IT serv

A. The service portfolio will include: resource allocation; support terms and conditions; ordering and request procedures; the value proposition; offerings and packages

B. The service portfolio will include: business cases; risks; business outcomes supported; cost and pricing

C. The service portfolio will include: ordering and request procedures; service level targets; support terms and conditions; details of services obtained from suppliers

D. The service portfolio will include: business cases; risks; investment priorities; value propositions

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Correct Answer: D

Question #6

A major international company owns shopping malls in many countries. They are responsible for the security, safety and comfort of shoppers visiting the stores in the mall and the facilities management of the locations. The company relies on IT services provided by its IT division. The IT division consists of a corporate IT department at the company's headquarters and a local IT team at each mall. The IT division obtains IT services and products from over 100 different suppliers globally. The management of s

A. 1

B. 1

C. 1

D. 1

View answer

Correct Answer: D

Question #7

Which of the following is the correct definition of an outcome?

A. The results specific to the clauses in a service level agreement (SLA)

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

C. All the accumulated knowledge of the service provider

D. All incidents reported to the service desk

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Correct Answer: B

Question #8

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

A. Any change of state that has significance for the management of a configuration item (CI) or IT service

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 #9

Which of the following identify the purpose of business relationship management? 1. To establish and maintain a business relationship between service provider and customer 2. To identify customer needs and ensure that the service provider is able to meet

A. Both of the above

B. 1 only

C. 2 only

D. Neither of the above

View answer

Correct Answer: B

Question #10

Which is the CORRECT list of the three levels of a multi-level service level agreement (SLA)?

A. Technology, customer, user

B. Corporate, customer, service

C. Corporate, customer, technology

D. Service, user, IT

View answer

Correct Answer: A

Question #11

Which of the following is NOT a source of best practice?

A. Standards

B. Technology

C. Academic research

D. Internal experience

View answer

Correct Answer: C

Question #12

An incident is proving difficult to resolve. A technician informs their manager that more resource is needed to restore the service. What has taken place?

A. A functional escalation

B. A service level escalation

C. An incident resolution

D. A hierarchic escalation

View answer

Correct Answer: B

Question #13

A process owner is responsible for which of the following? 1. Defining the process strategy 2. Assisting with process design 3. Improving the process 4. Performing all activities involved in a process

A. 2, 3 and 4 only

B. All of the above

C. 1, 2 and 3 only

D. 1, 2 and 4 only

View answer

Correct Answer: C

Question #14

Which of the following statements BEST describes the aims of release and deployment management?

A. To build, test and deliver the capability to provide the services specified by service design

B. To ensure that each release package specified by service design consists of a set of related assets and service components

C. To ensure that all changes can be tracked, tested and verified if appropriate

D. To record and manage deviations, risks and issues related to the new or changed service

View answer

Correct Answer: A

Question #15

What is the primary focus of the business 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: D

Question #16

Scenario The IT organization of a manufacturing company is carrying out an annual review of its service portfolio. There is limited budget available for the next year and some projects may be delayed or cancelled. The company has control of most of its IT services, however some are mandated by the company's corporate owners. The following services are under review: Service 1:Web ordering service. This is a new service that will enable the company to fulfill its strategy to sell products on-line and increase

A. Service 1 - invest

B. Service 1 - promote to the service catalogue, project Service 2 - retain

C. Service 1 - invest

D. Service 1 - promote to the service catalogue

View answer

Correct Answer: C

Question #17

Which of the following is NOT an objective of Continual Service Improvement?

A. Review and analyze Service Level Achievement results

B. Identify activities to improve the efficiency of service management processes

C. Improve the cost effectiveness of IT services without sacrificing customer satisfaction

D. Conduct activities to deliver and manage services at agreed levels to business users

View answer

Correct Answer: B

Question #18

Which of the following BEST describes technical management?

A. A function responsibilities for facilities management and building control systems

B. A function that provides hardware repair services for technology involved in the delivery of service to customers

C. Senior managers responsibilities for all staff within the technical support function

D. A function that includes providing technical expertise and overall management of the IT infrastructure

View answer

Correct Answer: B

Question #19

What should a release policy include?

A. Roles and responsibilities across all the service transition processes

B. Roles and responsibilities for updating the configuration management database (CMDB)

C. Criteria and authorization to exit early life support and handover to the service operation function

D. How request for changes (RFCs) are approved for software releases in the IT production environment

View answer

Correct Answer: C

Question #20

What term describes assurance that a product or service will meet its agreed requirements?

A. Underpinning contract

B. Warranty

C. Service level agreement

D. Utility

View answer

Correct Answer: A

Question #21

Which of the following BEST describes a problem?

A. An issue reported by a user

B. The cause of two or more incidents

C. A serious incident which has a critical impact to the business

D. The cause of one or more incidents

View answer

Correct Answer: C

Question #22

Which of the following activities are performed by a service desk? 1. Logging details of incidents and service requests 2. Providing first-line investigation and diagnosis 3. Restoring service 4. Implementing all standard changes

A. All of the above

B. 1, 2 and 3 only

C. 2 and 4 only

D. 3 and 4 only

View answer

Correct Answer: D

Question #23

Which process is responsible for ensuring that appropriate testing takes place?

A. Knowledge management

B. Release and deployment management

C. Service asset and configuration management

D. Service level management

View answer

Correct Answer: D

Question #24

Which is an objective of access management?

A. To efficiently respond to requests for granting access to services

B. To detect changes of state that have significance for management of an IT service

C. To assist with general information, complaints or comments

D. To minimize the impact of incidents that cannot be prevented

View answer

Correct Answer: A

Question #25

Scenario A travel company specializes in providing complete holiday packages to meet customer requirements. There have been instances over the past year where the business has been unable to process holiday bookings due to failure of the IT services. Sales have been lost and the failure has been raised at board level. The IT director has assured the board that the situation will be rectified. Most holiday bookings are made either by telephone via the company's call centre or through a dedicated website. Bot

A. Identify the pattern of customer enquiries for holiday bookings and the resulting volume, frequency and location of staff activity

B. Identify the pattern of customer enquiries for holiday bookings and the resulting volume, frequency and location of staff activity

C. Identify and understand the PBA resulting from metrics of all the IT services

D. Immediately implement demand management, document the process and allocate roles and responsibilities

View answer

Correct Answer: A

Question #26

Which statement about the emergency change advisory board (ECAB) is CORRECT

A. The ECAB considers every high priority request for change (RFC)

B. Amongst the duties of the ECAB is the review of completed emergency changes

C. The ECAB will be used for emergency changes where there may not be time to call a full CAB

D. The ECAB will be chaired by the IT Director

View answer

Correct Answer: C

Question #27

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. Delivering operational improvements to achieve reduced costs

C. Management of the definitive media library (DML)

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

View answer

Correct Answer: A

Question #28

Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

A. Implementing service and process improvements

B. Reviewing measurements and metrics

C. Creating a baseline

D. Defining measurable targets

View answer

Correct Answer: D

Question #29

Scenario An internet banking organization plans to expand operations outside of its current market. Whilst the exact details have yet to be established, it is clear that the IT organization must expand its service offerings within the current portfolio in order to support this growth. It is equally apparent that external customer needs for banking will vary from market to market and that consequently this will require development of completely new service offerings. You are the head of service within the IT

A. The BRM will engage actively with the customers, gain a good insight into their business and plans, and develop a strong working relationship

B. The BRM will engage actively with the customers, gain a good insight into their business and plans, and develop a strong working relationship

C. The BRM will engage actively with the customers, gain their trust, and help them develop their business area

D. The BRM will have primary responsibility for engaging actively with the customers

View answer

Correct Answer: B

Question #30

With which process is problem management likely to share categorization and impact coding systems?

A. Incident management

B. Service asset and configuration management

C. Capacity management

D. IT service continuity management

View answer

Correct Answer: D

Question #31

What is a service delivered between two business units in the same organization known as?

A. Strategic service

B. Delivered service

C. Internal service

D. External service

View answer

Correct Answer: A

Question #32

Scenario A clothing manufacturer has made a decision to supplement factory-based retail outlets by opening a series of stores at out-of-town shopping malls. The internal IT organization provides support to many mission-critical business systems for both the manufacturing and retail operations. It must increase its portfolio of services and service options to meet the planned new expansion. Typically, the business is subject to seasonal patterns of demand, which recently have begun to exceed the capability o

A. The service portfolio should be reviewed and an analysis carried out of each business unit’s requirements in order to understand their patterns of business activity (PBA) and corresponding usage of the IT services

B. An analysis should be carried out of each business unit’s patterns of business activity (PBA), and appropriate services for each business unit selected from the service catalogue

C. The service portfolio should be reviewed and an analysis carried out of each business unit’s requirements to understand their current usage of the IT services and where seasonal variations lead to fluctuations in usage

D. The service portfolio should be reviewed and the business unit’s cumulative service usage should be reviewed, monitored and analyzed

View answer

Correct Answer: A

Question #33

Which one of the following are the two primary elements that create value for customers?

A. Value on investment (VOI) and return on investment (ROI)

B. Customer and user satisfaction

C. Service requirements and warranty

D. Resources and capabilities

View answer

Correct Answer: B

Question #34

Which of the following identifies the purpose of service transition planning and support?

A. Provide overall planning for service transitions and co-ordinate the resources they require

B. Ensure that all service transitions are properly authorized

C. Provide the resources to allow all infrastructure elements of a service transition to be recorded and tracked

D. To define testing scripts to ensure service transitions are unlikely to ever fail

View answer

Correct Answer: B

Question #35

What is an objective of event management?

A. To maintain user satisfaction with the quality of IT services

B. To detect changes of state that have significance for management of an IT service

C. To provide a channel for users to receive standard services that they are expecting

D. To minimize the impact of incidents due to service failures that cannot be prevented

View answer

Correct Answer: A

Question #36

Which of the following should IT service continuity strategy be based on? 1. Design of the service metrics 2. Business continuity strategy 3. Business impact analysis (BIA) 4. Risk assessment

A. 1, 2 and 4 only

B. 1, 2 and 3 only

C. 2, 3 and 4 only

D. 1, 3 and 4 only

View answer

Correct Answer: D

Question #37

Which one of the following do major incidents require?

A. Separate procedures

B. Less urgency

C. Longer timescales

D. Less documentation

View answer

Correct Answer: C

Question #38

Which one of the following would NOT involve event management?

A. Intrusion detection

B. Recording and monitoring environmental conditions in the data centre

C. Recording service desk staff absence

D. Monitoring the status of configuration items

View answer

Correct Answer: B

Question #39

Refer to Scenario An IT services company has been providing hosted and managed IT services to a number of major customers for over 20 years. It has invested heavily in ITIL-based service management processes over the last five years, which has resulted in an increase in the quality of the IT services and an increase in customer satisfaction with the services. This activity has led to a significant growth in the number of customers that the company serves. The company has implemented all of the service desig

A. The usability and functionality of the new tool The ability to customize the tool to the organization's requirements The planned use of the tool within the organization, together with the number of customers and users of the services and their geographical locations The plans for the deployment and the associated documentation needed for the tool

B. The utility and warranty of the new tool The conformance of the tool to international open standards The planned use of the tool within the organization, together with the type and number of licenses required for its deployment The timing of the deployment and the associated tool training and education

C. The utility and warranty, and service acceptance criteria of the new tool The ability to customize the tool to the organization's requirements The number of potential users of the tool together with the number of licenses and their geographical locations required for its deployment The timing of the deployment and the associated tool documentation

D. The utility and warranty, and service acceptance criteria of the new tool The ability to migrate data from existing tools and to integrate with other tools The planned use of the tool within the organization, together with the type and number of licenses required for its deployment The type and timing of the deployment and the associated tool training and education

View answer

Correct Answer: D

Question #40

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: A

Question #41

Scenario A retail company has enjoyed significant growth in profit over the past year due to negotiating lower buying costs from its suppliers. The organization wishes to reinvest some of this profit to fund a program of change to optimize the use of IT services. They hope this will support revenue growth in the next financial year whilst maintaining profitability. The program consists of two main initiatives: An expansion of the on-line retailing services to offer more functionality Enhancement of the mark

A. Appoint an IT finance manager to implement budgeting and accounting for IT services

B. Produce a summary of current costs, apportioning all costs directly to the appropriate service

C. Produce a summary of current costs, recognizing that the resources are shared across services

D. Produce a summary of current costs, recognizing that the resources are shared across services

View answer

Correct Answer: D

Question #42

Scenario A large, privately owned company has an internal IT organization that runs most of its IT operations from the head office. There has been a history of confusion about what is required from the services and what has actually been achieved, particularly from a warranty perspective. This has resulted in a strained relationship between the business units and the IT organization. Some service-based agreements exist between IT and the customers, where all levels of response to incidents were set to the s

A. Identify all of the services currently delivered using the service catalogue

B. Identify all the services currently delivered using the service catalogue

C. Meet with the IT operations team, specifically, those involved in incident, availability and capacity management, to define what level of service they can offer to the business against each service in the service catalogue

D. Identify all of the services currently delivered using the service catalogue

View answer

Correct Answer: A

Question #43

Which process is responsible for low risk, frequently occurring, low cost changes?

A. Demand management

B. Incident management

C. Release and deployment management

D. Request fulfillment

View answer

Correct Answer: A

Question #44

How is a service delivered between departments of the same organization classified?

A. Internal service

B. External service

C. Mission critical service

D. Organizational service

View answer

Correct Answer: C

Question #45

Which is an objective of the design coordination process?

A. To ensure service design packages are handed over to service transition

B. To ensure that all changes are assessed for their impact on service designs

C. To document the initial structure and relationship between services and customers

D. To handover new service level requirements to the service level management process

View answer

Correct Answer: C

Question #46

Scenario An IT services company provides IT services to many customers. The company has grown rapidly over the last three years and has recognized the need to implement service management processes to ensure that they continue to provide services that meet their customer's needs. A service management implementation project was set up a year ago and most processes are now in place including service level management and service catalogue management. In addition a business relationship manager has been allocat

A. Service catalogue manager - 3, 7, 8, 9 Service level manager - 1, 2, 4 Business relationship manager- 5, 6, 10

B. Service catalogue manager - 1, 7 Service level manager - 3, 4, 6, 8, 10 Business relationship manager- 2, 5, 9

C. Service catalogue manager - 1, 8 Service level manager - 2, 3, 5, 9 Business relationship manager- 4, 6, 7, 10

D. Service catalogue manager - 1, 8, 9 Service level manager - 2, 3, 5, 7, 10 Business relationship manager- 4, 6

View answer

Correct Answer: D

Question #47

What guidance does ITIL give on the frequency of production of service reporting?

A. Service reporting intervals must be defined and agreed with the customers

B. Reporting intervals should be set by the service provider

C. Reports should be produced weekly

D. Service reporting intervals must be the same for all services

View answer

Correct Answer: A

Question #48

What 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 that 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 #49

Which statement about stakeholders is TRUE?

A. Customers, users and suppliers are examples of stakeholders, who may be external to the service provider organization

B. External customers are those who work for the same organization as the IT service provider

C. Internal customers are always charged for the IT services they receive from the IT service provider organization

D. Internal customers purchase services from third-party suppliers by means of a legally binding contract or agreement

View answer

Correct Answer: A

Question #50

What is the BEST definition of a definitive media library?

A. It is a secure library in which the latest versions of authorized software items are stored and protected

B. It is a structured document with definitive information regarding all live IT services, including those available for deployment

C. It is a secure library in which all definitive authorized versions of all media configuration items are stored and protected

D. It is a set of tools and databases that is used to manage knowledge, information and data

View answer

Correct Answer: A

Question #51

Which of the following is NOT one of the five individual aspects of service design?

A. The design of the service portfolio, including the service catalogue

B. The design of new or changed services

C. The design of market spaces

D. The design of the technology architectures

View answer

Correct Answer: C

Question #52

What BEST describes the purpose of analyzing risk?

A. To assess impact and urgency

B. To assess impact and probability

C. To review remediation planning

D. To review transition planning

View answer

Correct Answer: B

Question #53

Which is NOT a service desk type described in the ITIL service operation guidance?

A. Local

B. Centralized

C. Outsourced

D. Virtual

View answer

Correct Answer: D

Question #54

Which areas of service management can benefit from automation? 1. Design and modeling 2. Reporting 3. Pattern recognition and analysis 4. Detection and monitoring

A. 1, 2 and 3 only

B. 1, 3 and 4 only

C. 2, 3 and 4 only

D. All of the above

View answer

Correct Answer: D

Question #55

Which of the following are within the scope of service asset and configuration management? 1. Identification of configuration items (CIs) 2. Recording relationships between CIs 3. Recording and control of virtual CIs 4. Approving finance for the purchase of software to support service asset and configuration management

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: A

Question #56

Which of the following is the best definition of IT service management?

A. An internal service provider that is embedded within a business unit

B. A complete set of all the documentation required to deliver world class services to customers

C. Technical implementation of supporting IT infrastructure components

D. The implementation and management of quality IT services that meet business needs

View answer

Correct Answer: D

Question #57

Which one of the following statements BEST describes a definitive media library (DML)?

A. A secure location where definitive hardware spares are held

B. A secure library where definitive authorized versions of all media configuration items (CIs) are stored and protected

C. A database that contains definitions of all media CIs

D. A secure library where definitive authorized versions of all software and back-ups are stored and protected

View answer

Correct Answer: A

Question #58

Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?

A. Service asset and configuration management

B. Event management

C. Service catalogue management

D. Problem management

View answer

Correct Answer: D

Question #59

Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?

A. Service Strategy

B. Continual Service Improvement

C. Service Operation

D. Service Design

View answer

Correct Answer: A

Question #60

Scenario A financial services organization has undergone a period of rapid expansion. From its operating base it has expanded to serve customers in over 25 countries spread around the globe. There are plans to enter more markets in the next 12 months. The key stakeholders involved in the global expansion project have briefed the chief information officer (CIO) on the plans. They have identified IT service performance as one of the major threats to the plan. The CIO has been under pressure from the board due

A. Consideration should be given to entering into a partnership with three local suppliers who have worked together before in similar circumstances

B. Consideration should be given to entering into a partnership with a single supplier where mutual trust and a good relationship can be established

C. Consideration should be given to entering into a partnership with a single supplier where mutual trust and a good relationship can be established

D. Consideration should be given to re-contracting with the three current local suppliers

View answer

Correct Answer: C

Question #61

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: D

Question #62

Scenario A company provides an internet-based gift delivery service which is highly dependent upon IT services provided by the internal IT organization. A year ago the customer payments service that supports the gift ordering website regularly experienced poor availability. The organization hired a service management consultant to assess why the IT services were performing poorly and to rectify the situation. As part of the solution, the consultant implemented service level management and adopted the role o

A. The SLM should agree with the business managers to set up a service improvement plan (SIP) to address the issue

B. The issue is with the service desk and its incorrect interpretation of the SLA and failure to escalate the issues

C. The issue is clearly a breakdown in understanding regarding the critical business periods and the matching of these to the availability targets in the SLAs

D. The SLM should conduct an investigation by reviewing incidents and problems

View answer

Correct Answer: A

Question #63

What does the term “Wisdom” represent within the Data-to-Information-to-Knowledge-to-Wisdom (DIKW)?

A. The complete collection of all data and data repositories in the organization

B. The knowledge to manage organization processes and people

C. The complete collection of all process management structures in the organization

D. The contextual awareness to provide strong common sense judgement

View answer

Correct Answer: D

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