Unlock Success with ITIL Pracatice Questions, ITIL 4 Foundation Exam

Question #1

Which is the CORRECT explanation of the ‘R’ role in a RACI matrix?

A. This role ensures that activities are executed correctly

B. This role has ownership of the end result

C. This role is involved in providing knowledge and input

D. This role ensures the flow of information to stakeholders

View answer

Correct Answer: B

Question #2

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: A

Question #3

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: B

Question #4

Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?

A. Progress iteratively with feedback

B. Focus on value

C. Think and work holistically

D. Keep it simple and practical

View answer

Correct Answer: D

Question #5

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 #6

What are the three phases of 'problem management'?

A. Problem logging, problem classification, problem resolution

B. Incident management, problem management, change enablement

C. Problem identification, problem control, error control

D. Problem analysis, error identification, incident resolution

View answer

Correct Answer: C

Question #7

How does a service consumer contribute to the reduction of disk?

A. By paying for the service

B. By managing server hardware

C. By communicating constraints

D. By managing staff availability

View answer

Correct Answer: C

Question #8

How should an organization prioritize incidents?

A. Ask the user for their preferred resolution timeframe

B. Assess the availability of the appropriate support team

C. Use an agreed classification which is based on the business impact of the incident

D. Create an order of incidents based on the dates and times when they were logged

View answer

Correct Answer: C

Question #9

Which one of the following is concerned with policy and direction?

A. Capacity management

B. Governance

C. Service design

D. Service level management

View answer

Correct Answer: A

Question #10

Which process is responsible for the availability, confidentiality and integrity of data?

A. Service catalogue management

B. Service asset and configuration management

C. Change management

D. Information security management

View answer

Correct Answer: B

Question #11

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 #12

What is a change schedule PRIMARILY used for?

A. To help plan, authorize and schedule emergency changes

B. To publish a list of service requests that users can select

C. To ensure that a single change authority reviews every change

D. To help plan changes, assist in communication and avoid conflicts

View answer

Correct Answer: D

Question #13

What do customer perceptions and business outcomes help to define?

A. The value of a service

B. Governance

C. Total cost of ownership (TCO)

D. Key performance indicators (KPIs)

View answer

Correct Answer: B

Question #14

Which should be handled by ‘service request management’?

A. A request to implement a security patch

B. A request to provide a laptop

C. A request to resolve an error in a service

D. A request to change a target in a service level agreement

View answer

Correct Answer: A

Question #15

Which describes a standard change?

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

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

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

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

View answer

Correct Answer: B

Question #16

Which is a risk that might be removed from a service consumer by an IT service?

A. Service provider ceasing to trade

B. Security breach

C. Failure of server hardware

D. Cost of purchasing servers

View answer

Correct Answer: C

Question #17

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: C

Question #18

Which of the following options is a hierarchy that is used in knowledge management?

A. Wisdom - Information - Data - Knowledge

B. Data - Information - Knowledge - Wisdom

C. Knowledge - Wisdom - Information - Data

D. Information - Data - Knowledge - Wisdom

View answer

Correct Answer: B

Question #19

What is the primary focus of business capacity management?

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

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

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

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

View answer

Correct Answer: D

Question #20

Which practice would help a user gain access to an application that they need to use?

A. Service configuration management

B. Change enablement

C. Service request management

D. Service level management

View answer

Correct Answer: B

Question #21

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. Meeting stakeholder expectations

D. Ensuring service components are available

View answer

Correct Answer: D

Question #22

Which is a supplier category?

A. Technical

B. Commodity

C. CustomerD

View answer

Correct Answer: D

Question #23

What is the name of the group that should review changes that must be implemented faster than the normal change process?

A. Technical management

B. Emergency change advisory board

C. Urgent change board

D. Urgent change authority

View answer

Correct Answer: B

Question #24

Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?

A. Change proposal

B. Change policy

C. Service request

D. Risk register

View answer

Correct Answer: C

Question #25

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

C. Training should be provided to those involved in continual improvement

D. A single continual improvement register should be maintained by senior management

View answer

Correct Answer: C

Question #26

Which practice is responsible for moving new or changed components to live or other environments?

A. Release management

B. Deployment management

C. Change enablement

D. Supplier management

View answer

Correct Answer: B

Question #27

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. Optimize and automate

D. Collaborate and promote visibility

View answer

Correct Answer: C

Question #28

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: A

Question #29

Which two statements about the 'service request management' practice are CORRECT? 1. Service requests are part of normal service delivery 2. Complaints can be handled as service requests 3. Service requests result from a failure in service 4. Normal changes should be handled as service requests

A. 1 and 2

B. 2 and 3

C. 3 and 4

D. 1 and 4

View answer

Correct Answer: A

Question #30

Which is a purpose of the 'service level management' practice?

A. To establish and nurture the links between the organization and its stakeholders

B. To ensure that the organization’s suppliers and their performance are managed appropriately

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

D. To support the agreed quality of a service handling all agreed, user-initiated service requests

View answer

Correct Answer: C

Question #31

What is important for a ‘continual improvement register’ (CIR)?

A. Improvement ideas are documented, assessed and prioritized

B. Improvement ideas from many sources are kept in a single CIR

C. Improvement ideas that are not being actioned immediately are removed from the CIR

D. Improvement ideas are tested, funded and agreed

View answer

Correct Answer: A

Question #32

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: A

Question #33

What can a service remove from the consumer and impose on the consumer?

A. Utility

B. Asset

C. Cost

D. Outcome

View answer

Correct Answer: C

Question #34

What does ‘change enablement’ PRIMARILY focus on?

A. Changes to service levels

B. Changes to products and services

C. Changes to organizational structure

D. Changes to skills and competencies

View answer

Correct Answer: B

Question #35

Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

A. Incident management

B. Problem management

C. Continual improvement

D. Service request management

View answer

Correct Answer: C

Question #36

Which process is responsible for discussing reports with customers showing whether services have met their targets?

A. Continual service improvement

B. Change management

C. Service level management

D. Availability management

View answer

Correct Answer: D

Question #37

What is the expected outcome from using a service value chain?

A. Service value streams

B. Customer engagement

C. Value realization

D. The application of practices

View answer

Correct Answer: C

Question #38

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: D

Question #39

What can be described as an operating model for the creating and management of products and services?

A. Governance

B. Service value chain

C. Guiding principles

D. Practices

View answer

Correct Answer: B

Question #40

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. An improvement initiative that is broken into a number of manageable sections

D. An assessment of how all the parts of an organization will affect an improvement initiative

View answer

Correct Answer: C

Question #41

Which describes normal changes?

A. Changes that are low-risk and pre-authorized

B. Changes that need to be scheduled and assessed following a process

C. Changes that are typically initiated as service requests

D. Changes that must be implemented as soon as possible

View answer

Correct Answer: B

Question #42

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: D

Question #43

The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps?

A. People, process, partners, performance

B. Performance, process, products, plans

C. People, process, products, partners

D. People, products, plans, partners

View answer

Correct Answer: B

Question #44

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. A tangible or intangible deliverable of an activity

D. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings

View answer

Correct Answer: B

Question #45

Which two processes will contribute MOST to enabling effective problem detection?

A. Incident and financial management

B. Change and release and deployment management

C. Incident and event management

D. Knowledge and service level management

View answer

Correct Answer: D

Question #46

Which one of the following would NOT be defined as part of every process?

A. Roles

B. Inputs and outputs

C. Functions

D. Metrics

View answer

Correct Answer: C

Question #47

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. Understanding the customer’s perception of value

D. Understanding the current state and identifying what can be reused

View answer

Correct Answer: C

Question #48

Which activity is part of the 'continual improvement' practice?

A. Identifying and logging opportunities

B. Delivering tactical and operational engagement with customers

C. Populating and maintaining the asset register

D. Providing a clear path for users to report issues, queries, and requests

View answer

Correct Answer: A

Question #49

Which of the following are basic concepts used in access management?

A. Personnel, electronic, network, emergency, identity

B. Rights, access, identity, directory services, service/service components

C. Physical, personnel, network, emergency, service

D. Normal, temporary, emergency, personal, group

View answer

Correct Answer: C

Question #50

Which of the following BEST describes service strategies value to the business?

A. Allows higher volumes of successful change

B. Reduction in unplanned costs through optimized handling of service outages

C. Reduction in the duration and frequency of service outages

D. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful

View answer

Correct Answer: C

Question #51

The BEST description of an incident is:

A. An unplanned disruption of service unless there is a backup to that service

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

C. Any disruption to service whether planned or unplanned

D. Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not

View answer

Correct Answer: B

Question #52

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: D

Question #53

At which stage of the service lifecycle should the processes necessary to operate a new service be defined?

A. Service design: Design the processes

B. Service strategy: Develop the offerings

C. Service transition: Plan and prepare for deployment

D. Service operation: IT operations management

View answer

Correct Answer: A

Question #54

Within service design, what is the key output handed over to service transition?

A. Measurement, methods and metrics

B. Service design package

C. Service portfolio design

D. Process definitions

View answer

Correct Answer: B

Question #55

What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?

A. The change authorization board

B. The change advisory board

C. The change implementer

D. The change manager

View answer

Correct Answer: B

Question #56

What is the purpose of the 'information security management' practice?

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

B. To observe services and service components

C. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed

D. To plan and manage the full lifecycle of all IT assets

View answer

Correct Answer: A

Question #57

Which one of the following can help determine the level of impact of a problem?

A. Definitive media library (DML)

B. Configuration management system (CMS)

C. Statement of requirements (SOR)

D. Standard operating procedures (SOP)

View answer

Correct Answer: D

Question #58

Which stakeholders co-create value in a service relationship?

A. Investor and supplier

B. Consumer and provider

C. Provider and supplier

D. Investor and consumer

View answer

Correct Answer: B

Question #59

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: B

Question #60

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: C

Question #61

Which of these statements about resources and capabilities is CORRECT?

A. Resources are types of service asset and capabilities are not

B. Resources and capabilities are both types of service asset

C. Capabilities are types of service asset and resources are not

D. Neither capabilities nor resources are types of service asset

View answer

Correct Answer: A

Question #62

Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?

A. Start where you are

B. Collaborate and promote visibility

C. Progress iteratively with feedback

D. Think and work holistically

View answer

Correct Answer: C

Question #63

Which of the following is an objective of business relationship management?

A. To identify patterns of business activity

B. To ensure high levels of customer satisfaction

C. To secure funding to manage the provision of services

D. To ensure strategic plans for IT services exist

View answer

Correct Answer: A

Question #64

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: A

Question #65

Which practice recommends using tools for collaboration and the automated matching of symptoms?

A. Problem management

B. Service level management

C. Incident management

D. Service request management

View answer

Correct Answer: C

Question #66

Which one of the following contains information that is passed to service transition to enable the implementation of a new service?

A. A service option

B. A service transition package (STP)

C. A service design package (SDP)

D. A service charter

View answer

Correct Answer: D

Question #67

Which practice needs people who understand complex systems and have creative and analytical skills?

A. Change enablement

B. Service level management

C. Service request management

D. Problem management

View answer

Correct Answer: D

Question #68

Which of the following BEST describes partners' in the phrase people, processes, products and partners"?

A. Suppliers, manufacturers and vendors

B. Customers

C. Internal departments

D. The facilities management function

View answer

Correct Answer: B

Question #69

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 #70

Which practice requires skills and competencies related to business analysis, supplier management and relationship management?

A. Monitoring and event management

B. Incident management

C. Service level management

D. IT asset management

View answer

Correct Answer: C

Question #71

What should be done to determine the appropriate metrics for measuring a new service?

A. Measuring the performance over the first six months, and basing a solution on the results

B. Asking customers to provide numerical targets that meet their needs

C. Asking customers open questions to establish their requirements

D. Using operational data to provide detailed service reports

View answer

Correct Answer: D

Question #72

Which practice makes new services available for use?

A. Change enablement

B. Release management

C. Deployment management

D. IT asset management

View answer

Correct Answer: B

Question #73

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: D

Question #74

How should automation be implemented?

A. By replacing human intervention wherever possible

B. By replacing the existing tools first

C. By initially concentrating on the most complex tasks

D. By optimizing as much as possible first

View answer

Correct Answer: A

Question #75

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: C

Question #76

Which is an external input to the service value chain?

A. The ‘improve’ value chain activity

B. An overall plan

C. Customer requirements

D. Feedback loops

View answer

Correct Answer: C

Question #77

Which dimension includes activities and workflows?

A. Organizations and people

B. Information and technology

C. Partners and suppliers

D. Value streams and processes

View answer

Correct Answer: D

Question #78

Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?

A. Service level management

B. Service desk

C. Continual improvement

D. Change enablement

View answer

Correct Answer: A

Question #79

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: B

Question #80

What describes the steps needed to create and deliver a specific service to a consumer?

A. Service management

B. Practices

C. A value stream

D. Service level management

View answer

Correct Answer: D

Question #81

Identify the missing word in the following sentence. A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?] and risks.

A. information

B. costs

C. utility

D. warranty

View answer

Correct Answer: B

Question #82

Which statement about outcomes is CORRECT?

A. They are deliverables provided to service consumers

B. They allow service consumers to achieve a desired result

C. They provide products to service providers based on outputs

D. The co-create value for service providers by reducing costs and risks

View answer

Correct Answer: B

Question #83

Which is a purpose of release management?

A. To protect the organization’s information

B. To handle user-initiated service requests

C. To make new and changed services available for use

D. To move hardware and software to live environments

View answer

Correct Answer: C

Question #84

Which statement about IT service management is CORRECT?

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: D

Question #85

Which process or function is responsible for monitoring activities and events in the IT infrastructure?

A. Service level management

B. IT operations management

C. Capacity management

D. Incident management

View answer

Correct Answer: B

Question #86

What do customer perceptions and business outcomes help to define?

A. The value of a service

B. Service metrics

C. The total cost of a service

D. Key performance indicators (KPIs)

View answer

Correct Answer: A

Question #87

What is described by the service value system?

A. How all the components and activities of the organization work together as a system to enable value creation

B. Services based on one or more products, designed to address needs of a target consumer group

C. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation

D. How to apply the systems approach of the guiding principle think and work holistically

View answer

Correct Answer: A

Question #88

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: C

Question #89

What is the PRIMARY use of a change schedule?

A. To support the ‘incident management’ practice and improvement planning

B. To manage emergency changes

C. To plan changes and help avoid conflicts

D. To manage standard changes

View answer

Correct Answer: C

Question #90

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: A

Question #91

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: B

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