ITIL 4 Foundation
Practice Certification Exam Questions
What is the definition of a service?
Options are :
· The means by which an organization is directed and
controlled
· A set of specialized organizational capabilities
for enabling value to customers
· A method for visualizing work, identifying
potential blockages and resource conflicts, and managing work in progress
· 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
Answer :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
ITIL
4 Foundation Certification Exam Mock Test
Identify the missing word(s) in the
following sentence. Utility is the [?] offered by a product or service to meet
a particular need.
Options are :
·
Assurance
· Promise
· Functionality
· Outcome
Answer :Functionality
Identify the missing word in the
following sentence. [?] is the practice of ensuring that risks are properly
assessed, authorizing changes to proceed, and managing a change schedule in
order to maximize the number of successful IT changes.
Options are :
· IT asset management
· Service configuration management
· Change control
· Service level management
Answer :Change control
Identify the missing word(s) in the
following sentence. An event is any change of state that has significance for
the management of a(n) [?] or other configuration items.
Options are :
· Output
· Product
· Service
· Outcome
Answer :Service
ITIL
4 Foundation Certification Exam Mock Test
What is the purpose of the
'information security management' practice?
Options are :
· Protecting an organization by understanding and
managing risks to the confidentiality, integrity, and availability of
information
· Ensuring that services achieve agreed and expected
performance levels, satisfying current and future demand in a cost-effective
way
· Ensuring that services deliver agreed levels of
availability or that change can be assessed
· Systematically observing services and service
components and recording and reporting selected changes of state identified as
events
Answer :Protecting an organization by
understanding and managing risks to the confidentiality, integrity, and
availability of information
What is the purpose of the
'monitoring and event management' practice?
Options are :
· Supporting the agreed quality of a service by
handling all pre-defined, user-initiated service requests in an effective and
user-friendly manner
· Systematically observing services and service
components and recording and reporting selected changes of state identified as
events
· Minimizing the negative impact of incidents by
restoring normal service operation as quickly as possible
· Ensuring that all an organization's projects are
successfully delivered
Answer :Systematically observing
services and service components and recording and reporting selected changes of
state identified as events
What is the purpose of the 'incident
management' practice?
Options are :
· Supporting the agreed quality of a service by handling
all pre-defined, user-initiated service requests in an effective and
user-friendly manner
· Ensuring that services deliver agreed levels of
availability or that change can be assessed
· Ensuring that all an organization's projects are
successfully delivered
· Minimizing the negative impact of incidents by
restoring normal service operation as quickly as possible
Answer :Minimizing the negative
impact of incidents by restoring normal service operation as quickly as
possible
ITIL
4 Foundation Certification Exam Mock Test
What is defined as the practice of
ensuring that accurate and reliable information about the configuration of
services, and the configuration items that support them, is available when and
where needed?
Options are :
· Change control
· IT asset management
· Service configuration management
· Service level management
Answer :Service configuration
management
Identify the missing word in the
following sentence. The [?] is the practice of capturing demand for incident
resolution and service requests.
Options are :
· Incident management
· Service level management
· Service request management
· Service desk
Answer :Service desk
Dion Training has decided to offer
two membership levels to their training programs. The first membership level
includes all of their video courses, practice exams, and study guides for a
single monthly fee. This plan does not provide the students with the actual
exam voucher to take the certification exams, though. What term best describes
this membership level which provides several services for a single price?
Options are :
· An outcome
· Value
· A service offering
· An output
Answer :A service offering
ITIL
4 Foundation Certification Exam Mock Test
Which describes outputs?
Options are :
· Tangible or intangible deliverables
· Functionality offered by a product or service
· Results for a stakeholder
· Configuration of an organization's resources
Answer :Tangible or intangible
deliverables
What term best describes a person or
a group of people that has its own functions with responsibilities,
authorities, and relationships to achieve its objectives?
Options are :
· Consumer
· Service provider
· Customer
· Organization
Answer :Organization
Which describes the nature of the
guiding principles?
Options are :
· A guiding principle is mandatory and must be used
when adopting a new service within the organization
· A guiding principle is specific and only applies to
one initiative within the organization
· An organization must implement the guiding
principles exactly as defined by the ITIL 4 4 Foundation manual
· A guiding principle is a recommendation used as
guidance in all circumstances
Answer :A guiding principle is a
recommendation used as guidance in all circumstances
ITIL
4 Foundation Certification Exam Mock Test
Which guiding principle is most
affected by the customer experience (CX)?
Options are :
· Progress iteratively with feedback
· Focus on value
· Think and work holistically
· Start where you are
Answer :Focus on value
Dion Training Solutions wants to
build a new service to automatically fulfill exam voucher orders for students.
Currently, exam vouchers are fulfilled manually by a staff member once the
order is received from the student by copying and pasting the voucher number
from a spreadsheet into an email template and sending out the email to the
students. Before attempting to automate this fulfillment process, the team lead
takes an inventory of the current services, processes, and procedures that are
being used by the voucher fulfillment team to see if they might be able to be
reused. What guiding principle best describes this scenario?
Options are :
· Focus on value
· Collaborate and promote visibility
· Start where you are
· Keep it simple and practical
Answer :Start where you are
Dion Training Solutions has decided
to create an online course for the ITIL 4 4 Foundation exam. The company
developed their curriculum and then invited 50 students to participate in live
training to determine if the training was effective. During the training, some
students didn't understand the concept of the service value chain, so the
instructor rewrote that portion of the curriculum. Which guiding principle is
being demonstrated by this approach to curriculum development?
Options are :
· Focus on value
· Collaborate and promote visibility
· Optimize and automate
· Progress iteratively with feedback
Answer :Progress iteratively with
feedback
ITIL
4 Foundation Certification Exam Questions
You are working to design a new
service for internal use across your organization. As part of your design
efforts, you form a small team with relevant stakeholders from the human
resources, information technology, sales, and other relevant departments to
ensure the service adequately meets each department's needs and hope this
results in great acceptance of the service when delivered. Which guiding
principle best describes this scenario?
Options are :
· Focus on value
· Collaborate and promote visibility
· Start where you are
· Keep it simple and practical
Answer :Collaborate and promote
visibility
John is currently working to create a
new service that would allow a customer to purchase a digital product online
and have it delivered to the user's inbox. John is responsible for the payment
portion of this service, but Sally is responsible for the digital product
fulfillment portion of the service. Which of the following should John do in
order to follow the principle of 'think and work holistically'?
Options are :
· John should optimize his code to ensure it runs
efficiently
· John should meet with Sally to determine how the
digital product fulfillment will occur
· John should wait until Sally's portion is complete
before beginning his to ensure they work together properly
· John should tell Sally to wait until his portion is
done before starting hers to ensure compatibility
Answer :John should meet with Sally
to determine how the digital product fulfillment will occur
Which of these are a key focus of the
'organization and people' dimension?
Options are :
· Security and compliance
· Activities that transform inputs into outputs
· Roles and responsibilities
· Contracts and agreements
Answer :Roles and responsibilities
ITIL
4 Sample Exams
Which ITIL 4 concept describes the
service value chain?
Options are :
· Seven guiding principles
· Four dimensions of service management
· Service value system
· Practices
Answer :Service value system
What operating model outlines the key
activities required to respond to demand and facilitate value realization
through the creation and management of products and services?
Options are :
· Continual improvement
· Service value chain
· Practices
· Guiding principles
Answer :Service value chain
Which value chain activity includes
portfolio decisions for design and transition?
Options are :
· Engage
· Improve
· Plan
· Deliver and support
Answer :Plan
ITIL
4 Foundation Practice Certification Exams
Which step of the continual
improvement model states that "each improvement initiative should support
the organization's goals and objectives"?
Options are :
· Where are we now
· What is the vision
· Where do we want to be
· How do we get there
Answer :What is the vision
When working within the 'what is the
vision' step of the continual improvement model, what must you ensure to occur?
Options are :
· The high-level direction of the initiative has been
understood
· The detailed steps of how to achieve your
objectives
· What metrics you will use to measure success
· The current processes being used
Answer :The high-level direction of
the initiative has been understood
Bridgett is leading an improvement
initiative within your company. She has been told that the company wants to
have the highest customer satisfaction in the industry. Currently, the company
has a customer satisfaction rating of 92% but the industry leader has an
average of 94%. Bridgett decides that the company should set their goal of
obtaining a 96% customer satisfaction score within the next 12 months. What
step of the continual improvement model is Bridgett currently in?
Options are :
· What is the vision
· Where do we want to be
· How do we get there
· Where are we now
Answer :Where do we want to be
ITIL
4 Foundation Certification Exam Questions and Answers
What is a normal change?
Options are :
· A change that doesn't need risk assessment because
the procedure has been pre-authorized
· A change that needs to be assessed, authorized, and
scheduled by a change authority
· A change that doesn't need risk assessment because
it is required to resolve an incident
· A change that is routine in nature, is fully
documented, and the risks are well understood
Answer :A change that needs to be
assessed, authorized, and scheduled by a change authority
Your company's external router has
just malfunctioned and needs to be replaced. The entire organization's
connection to the Wide Area Network will remain offline until this router is
replaced. Which type of change should be initiated?
Options are :
· Standard
· Normal
· Emergency
· Routine
Answer :Emergency
What is a change schedule NOT used
for?
Options are :
· Developing features
· Planning changes
· Avoiding conflicts
· Assigning resources
Answer :Developing features
ITIL
4 Foundation Certification Exam
How can you ensure the incidents with
the highest business impact are resolved first?
Options are :
· Implement incident classification
· Use automation
· Utilize self-help tools
· Utilize problem management
Answer :Implement incident
classification
Which incidents should be logged?
Options are :
· Only an incident that cannot be immediately
resolved
· Every incident should be logged
· Any incident that occurs more than once
· Only incidents that are not solved using self-help
tools
Answer :Every incident should be
logged
What is NOT a phase in problem
management?
Options are :
· Problem identification
· Problem classification
· Problem control
· Error control
Answer :Problem classification
ITIL
4 Sample Exams 2021
If a problem cannot be resolved
quickly, you might wish to document and implement a temporary solution to
reduce the impact of the problem. What is this known as?
Options are :
· Incident
· Solution
· Workaround
· Known error
Answer :Workaround
How does 'service request management'
contribute to the 'improve' value chain activity?
Options are :
· It ensures that users continue to be productive
when they need assistance from the service provider
· It collects user-specific requirements, sets
expectations, and provides status updates
· It analyzes data to identify opportunities to
provide new service request options
· It acquires pre-approved service components to help
fulfill service requests
Answer :It analyzes data to identify
opportunities to provide new service request options
Fill in the blank. Service requests and
their fulfillment should be [?] and automated to the greatest degree possible.
Options are :
· Uniquely handled
· Standardized
· Creatively solved
· Ignored
Answer :Standardized
ITIL
4 Foundation Certification Exam Mock Test
Your smartphone isn't working
properly. You call the toll-free number for your service provider's support
center. Which practice would you reach that serves as the entry point for all
contact between the service provider and its users?
Options are :
· Problem Management
· Service desk
· Service request management
· Incident management
Answer :Service desk
Which is a recommendation of the
'service desk' practice?
Options are :
· Service desks should never use technologies such as
SMS and chat functions
· Service desks should be highly technical functions
· Service desks should have a practical understanding
of the business practices across the organization
· Service desks should always use a virtual service
desk
Answer :Service desks should have a
practical understanding of the business practices across the organization
What is a service level agreement
used for?
Options are :
· To measure the performance of services from a
customer's point of view
· To measure the performance of the service
availability
· To measure the performance of the service
capability
· To measure the performance of the service from the
service provider's point of view.
Answer :To measure the performance of
services from a customer's point of view
ITIL
4 Foundation Certification Exam
How does 'service level management'
contribute to the 'plan' value chain activity?
Options are :
· Uses feedback from users about the service and
requirements from customers to make the service better
· Provides information about the actual service
performance and trends
· Collects and processes feedback from customers and
users
· Collects feedback during interactions and
communicates service performance objectives to the operations and support teams
Answer :Provides information about
the actual service performance and trends
What should be included in every
service level agreement?
Options are :
· Detailed metrics to capture availability of the
system
· Metrics for system response time
· Clearly defined service outcomes
· Number of emails sent per hour
Answer :Clearly defined service
outcomes
Which of these are NOT a key focus of
the 'partners and suppliers' dimension?
Options are :
· Workflow management and inventory systems
· Roles and responsibilities
· Contracts and agreements
· Security and compliance
Answer :Workflow management and
inventory systems
ITIL
4 Sample Exams 2021
What is the definition of utility?
Options are :
· The assurance that a product or service will meet
agreed requirements
· A possible event that could cause harm or loss, or
make it more difficult to achieve objectives
· The functionality offered by a product or service to
meet a particular need
· A tangible or intangible deliverable that is
produced by carrying out an activity
Answer :The functionality offered by
a product or service to meet a particular need
Identify the missing word(s) in the
following sentence. A customer is a person who defines the requirements for a
service and takes responsibility for the [?] of service consumption.
Options are :
· Outcomes
· Cost
· Outputs
· Benefits
Answer :Outcomes
What is the definition of an IT
asset?
Options are :
· A particular set of settings or options on a given
piece of equipment
· Any valuable component that can contribute to the
delivery of an IT product or service
· 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
· Any component that needs to be managed in order to
deliver an IT service
Answer :Any valuable component that
can contribute to the delivery of an IT product or service
Identify the missing word(s) in the
following sentence. A(n) [?] is any component that needs to be managed in order
to deliver an IT service.
Options are :
· Product
· Outputs
· Asset
· Configuration item
Answer :Configuration item
What is the purpose of the
'relationship management' practice?
Options are :
· Establishing and nurturing links between an
organization and its stakeholders at strategic and tactical levels
· Supporting the agreed quality of a service by
handling all pre-defined, user-initiated service requests in an effective and
user-friendly manner
· Setting clear business-based targets for service
performance so that the delivery of a service can be properly assessed,
monitored, and managed against these targets
· Ensuring that an organization's suppliers and their
performance levels are managed appropriately to support the provision of
seamless quality products and services
Answer :Establishing and nurturing
links between an organization and its stakeholders at strategic and tactical
levels
Which value chain activity includes
negotiation of contracts and agreements with suppliers and partners?
Options are :
· Design and transition
· Obtain/build
· Deliver and support
· Engage (Correct)
Answer :Engage
Which value chain activity includes
presenting workarounds to users via a service portal?
Options are :
· Engage (Correct)
· Improve
· Obtain/build
· Plan
Answer :Engage
You are working to design a new
service for internal use across your organization. As part of your design
efforts, you form a small team with relevant stakeholders from the human
resources, information technology, sales, and other relevant departments to
ensure the service adequately meets each department's needs and hope this
results in great acceptance of the service when delivered. Which guiding
principle best describes this scenario?
Options are :
· Collaborate and promote visibility (Correct)
· Start where you are
· Focus on value
· Keep it simple and practical
Answer :Collaborate and promote visibility
Your company has decided to implement
a new management style that will significantly flatten the management hierarchy
within the company. Which dimension of service management is most applicable to
this change?
Options are :
· Information and technology
· Partners and suppliers
· Value streams and processes
· Organizations and people (Correct)
Answer :Organizations and people
ITIL
4 Foundation Certification Exam Mock Test
Your company has recently engaged a
new supplier to provide you with 3 routers that will handle 1 Gbps of
throughput. They are scheduled for installation in three months. Your team is
currently configuring the devices in preparation for installation into the
network architecture based upon the design requirements. Which value chain
activity would best categorize your configuration actions in this scenario?
Options are :
· Obtain/build (Correct)
· Deliver and support
· Engage
· Design and transition
Answer :Obtain/build
Your company has spent the last 12
months working on a new improvement to the customer relationship management
software in an effort to increase customer satisfaction by 4%. Amir analyzes
the current metrics and compares them against the baseline metrics from 12
months ago. Which step of the continual improvement model is Amir working in?
Options are :
· Take action?
· How do we get there?
· Where are we now?
· Did we get there? (Correct)
Answer :Did we get there?
Your company is currently spending
$1.2 million per year on energy to run its data center. The new CEO of the
company wants the organization to become more environmentally friendly and
reduce its energy consumption from commercial power sources such as coal and
nuclear energy. To support this initiative, the IT Director has created a goal
of reducing the power consumption in the data center to less than $1 million
next year. In which step of the continual service model would the IT Director
create this goal?
Options are :
· How do we get there?
· Where are we now?
· What is the vision?
· Where do we want to be? (Correct)
Answer :Where do we want to be?
Your company is undergoing an
improvement initiative to reduce the number of physical servers in the data
center by 50%. You are working as part of the deployment team trying to achieve
this goal. You are currently migrating physical servers into virtualized
systems and removing the physical servers from the data center. Which step of
the continual improvement model are you working on?
Options are :
· Where do we want to be?
· Where are we now?
· How do we get there?
· Take action (Correct)
Answer :Take action
What is the starting point for
optimization?
Options are :
· Determining where the most positive impact would be
· Understanding the vision and objectives of the
organization (Correct)
· Standardizing practices and services
· Securing stakeholder engagement
Answer :Understanding the vision and objectives of
the organization
ITIL
4 Foundation Certification Exam Mock Test
What is the step after 'how do we
keep the momentum going' in the continual improvement model?
Options are :
· How do we get there?
· Where are we now?
· Did we get there?
· What is the vision? (Correct)
Answer :What is the vision?
What role do service providers and
service consumers have in relation to risk?
Options are :
· Consumers should manage the detailed level of risk
on behalf of the service provider
· Consumers help service providers to achieve
outcomes, which reduces service provider risk
· Service providers should manage the detailed level
of risk on behalf of the consumer (Correct)
· Service providers help consumers to achieve
outcomes, which eliminates consumer risk
Answer :Service providers should manage the
detailed level of risk on behalf of the consumer
What term best describes a person or
a group of people that has its own functions with responsibilities, authorities,
and relationships to achieve its objectives?
Options are :
· Customer
· Service Provider
· Organization (Correct)
· Consumer
Answer :Organization
ITIL
4 Foundation Certification Exam Mock Test
What term best describes a service
that is 'fit for use'?
Options are :
· Outcome
· Warranty (Correct)
· Utility
· Value
Answer :Warranty
Which describes the nature of the
guiding principles?
Options are :
· A guiding principle is a recommendation used as
guidance in all circumstances (Correct)
· A guiding principle is specific and only applies to
one initiative within the organization
· A guiding principle is mandatory and must be used
when adopting a new service within the organization
· An organization must implement the guiding
principles exactly as defined by the ITIL 4 4 Foundation manual
Answer :A guiding principle is a recommendation
used as guidance in all circumstances
Which dimension of service management
considers governance, management, and communication?
Options are :
· Organizations and people (Correct)
· Value streams and processes
· Partners and suppliers
· Information and technology
Answer :Organizations and people
Which dimension of service management
should be considered when deciding whether or not moving the organization's web
server from an on-premise solution to the cloud is a good decision in terms of
compliance and security?
Options are :
· Information and technology (Correct)
· Value streams and processes
· Partners and suppliers
· Organizations and people
Answer :Information and technology
Which guiding principle is most
affected by the customer experience (CX)?
Options are :
· Progress iteratively with feedback
· Focus on value (Correct)
· Think and work holistically
· Start where you are
Answer :Focus on value
Which guiding principle recommends
assessing the current state and deciding what can be reused?
Options are :
· Collaborate and promote visibility
· Start where you are (Correct)
· Progress iteratively with feedback
· Focus on value
Answer :Start where you are
Which guiding principle recommends
organizing work into smaller, manageable sections that can be executed and
completed in a timely manner?
Options are :
· Start where you are
· Focus on value
· Collaborate and promote visibility
· Progress iteratively with feedback (Correct)
Answer :Progress iteratively with feedback
Which is NOT a key focus of the
'information and technology' dimension?
Options are :
· Security and compliance
· Communications systems and knowledge bases
· Workflow management and inventory systems
· Roles and responsibilities (Correct)
Answer :Roles and responsibilities
Which is the purpose of the
'monitoring and event management' practice?
Options are :
· To ensure that accurate and reliable information
about the configuration of services is available when and where it is needed
· To minimize the negative impact of incidents by
restoring normal service operation as quickly as possible
· To protect the information needed by the
organization to conduct its business
· To systematically observe services and service
components, and record and report selected changes of state (Correct)
Answer :To systematically observe services and
service components, and record and report selected changes of state
Which ITIL 4 concept describes
governance?
Options are :
· The four dimensions of service management
· The service value chain
· The seven guiding principles
· The service value system (Correct)
Answer :The service value system
ITIL
4 Certification Exam Mock Test
Which joint activity performed by a
service provider and service consumer ensures continual value co-creation?
Options are :
· Service Consumption
· Service Provision
· Service offering
· Service relationship management (Correct)
Answer :Service relationship management
Which of the following is NOT an
activity within the service value chain?
Options are :
· Plan
· Engage
· Delivery and support
· Practice (Correct)
Answer :Practice
Identify the missing words in the
following sentence.
The 'incident management' practice
should maintain [_____] for logging and managing incidents.
Options are :
· a dedicated team
· detailed procedures
· a formal process (Correct)
· a value chain activity
Answer :a formal process
Which is the difference between a
problem and a known error?
Options are :
· Problems are created to identify a permanent
solution to an incident; known errors are created when the permanent solution
to an incident is yet to be implemented.
· Problems are created to identify root cause of
incidents; known errors are created to identify the product bugs that are
released from the development cycle.
· Problems are created to identify root cause of
incidents; known errors are created when root cause of an incident is known but
a permanent solution is yet to be implemented. (Correct)
· Problems are created to identify a permanent
solution to an incident; known errors are created to track and identify product
bugs that come from the development cycle.
Answer :Problems are created to identify root cause
of incidents; known errors are created when root cause of an incident is known
but a permanent solution is yet to be implemented.
Which is part of the 'focus on value'
guiding principle?
Options are :
· Assessing services to identify parts that can be
reused
· Understanding what services help the service
consumer to do (Correct)
· Identifying activities that can be achieved in
smaller iterations
· Reducing the number of steps in the customer
experience
Answer :Understanding what services help the
service consumer to do
Which two statements about the
guiding principles are CORRECT?
1. The guiding principles support
continual improvement
2. Each guiding principle applies to
a selection of the available stakeholder groups
3. Organizations should decide which
one of the guiding principles is relevant to them
4. Organizations should consider how
the guiding principles interact with each other
Options are :
· 3 and 4
· 1 and 2
· 2 and 3
· 1 and 4 (Correct)
Answer :1 and 4
#ITIL_Foundation_Certification
Exam Mock Test
Which statement about change
authorities is CORRECT?
Options are :
· Change authorities are assigned for each type of
change and change model (Correct)
· Change authorities are assigned when each change is
deployed
· Change authorities are only required for
authorizing emergency changes
· Change authorities are only required for
authorizing normal changes
Answer :Change authorities are assigned for each
type of change and change model
Which dimension focuses on
relationships with other organizations that are involved in the design,
development, deployment and delivery of services?
Options are :
· Information and technology
· Partners and suppliers (Correct)
· Organizations and people
· Value streams and processes
Answer :Partners and suppliers
ITIL_Certification
Exam Mock Test
Which is an activity of 'problem
identification'?
Options are :
· Establishing problem workarounds
· Analyzing information from software developers
(Correct)
· Analyzing the cause of problems
· Establishing potential permanent solutions
Answer :Analyzing information from software
developers
Which is provided by the 'engage'
value chain activity?
Options are :
· Ensuring that service components are available when
needed
· Ensuring that services are operated to meet agreed
specifications
· Ensuring that stakeholder needs are understood by
the organization (Correct)
· Ensuring that stakeholder expectations for quality
are met
Answer :Ensuring that stakeholder needs are
understood by the organization
What is a cause, or potential cause,
of one or more incidents?
Options are :
· A workaround
· An incident
· A problem (Correct)
· A configuration item
Answer :A problem
Which statement about value creating
activities is CORRECT?
Options are :
· Organizations should ensure that each value stream
is applicable to many scenarios
· A value stream is an operating model for creating
value through products and services
· Each value stream should be designed with a
specific combination of service value chain activities (Correct)
· Service value chain activities have pre-determined
dependencies on ITIL 4 practices
Answer :Each value stream should be designed with a
specific combination of service value chain activities
Which guiding principle discourages
"silo activity"?
Options are :
· Start where you are
· Keep it simple and practical
· Collaborate and promote visibility (Correct)
· Focus on value
Answer :Collaborate and promote visibility
ITIL
Mock Test
What kind of a tool should be used to
log incidents?
Options are :
· A tool that is specialized for registering
incidents, and carries attributes such as incident summary, incident
description, priority, category, etc. Also, there must be room provided for
customizing the fields.
· A tool that provides access to all IT staff, users,
and the service desk and that is available on demand
· A tool that can be used for self-healing of
incidents and that can provide quick resolution
· A tool that provides links to CIs, problems and
known errors (Correct)
Answer :A tool that provides links to CIs, problems
and known errors
Which dimension considers the
application of artificial intelligence to service management?
Options are :
· Value streams and processes
· Organizations and people
· Information and technology (Correct)
· Partners and suppliers
Answer :Information and technology
Which two are considered part of the
"organizations and people" dimension of service management?
1. Systems of authority
2. Culture
3. Relationships between
organizations
4. Workflows
Options are :
· 1 and 4
· 1 and 2 (Correct)
· 3 and 4
· 2 and 3
Answer :1 and 2
ITIL
4 Certification Exam
Which of the following is the correct
definition of a configuration item?
Options are :
· Any financially valuable component that can
contribute to the delivery of an IT product or service
· Any component that needs to be managed in order to
deliver an IT service (Correct)
· Any financially valuable component that needs to be
managed by the service management practice
· Any component that delivers value to a customer
through the efficiencies provided by the incident management practice
Answer :Any component that needs to be managed in
order to deliver an IT service
Which practice includes management of
workarounds and known errors?
Options are :
· Incident management
· Service configuration management
· Problem management (Correct)
· Monitoring and event management
Answer :Problem management
Which is part of the definition of a
customer?
Options are :
· The role that authorizes budget for service
consumption
· The role that defines the requirements for a service
(Correct)
· A means of enabling value co-creation
· A set of specialized organizational capabilities
for enabling value
Answer :The role that defines the requirements for
a service
ITIL
4 Foundation Certification Exam Mock Test
Which statement about a service value
stream is CORRECT?
Options are :
· It provides an operating model for service
providers (Correct)
· It is a service value chain activity
· It integrates practices for a specific scenario
· It uses inputs and outputs prescribed by ITIL 4
Answer :It provides an operating model for service
providers
Which type of change is MOST LIKELY
to be initiated as part of the "service request management" practice?
Options are :
· A standard change (Correct)
· A change model
· A normal change
· An emergency change
Answer :A standard change
What term is used to describe whether
a service will meet availability, capacity and security requirements?
Options are :
· Value
· Utility
· Warranty (Correct)
· Outcomes
Answer :Warranty
Which guiding principle helps an
organization to understand the impact of an altered element on other elements
in a system?
Options are :
· Keep it simple and practical
· Start where you are
· Focus on value
· Think and work holistically (Correct)
Answer :Think and work holistically
Which phase of problem management
includes analyzing incidents to look for patterns and trends?
Options are :
· Error control
· Post-implementation review
· Problem identification (Correct)
· Problem control
Answer :Problem identification
A service offering may include goods,
access to resources, and service actions.
Which is an example of a service
action?
Options are :
· A password allows a user connect to a WiFi network
· A license allows a user to install a software
product
· A service desk agent provides support to a user
(Correct)
· A mobile phone enables a user to work remotely
Answer :A service desk agent provides support to a
user
Which describes the "plan"
value chain activity?
Options are :
· It ensures continual improvement of products, services,
and practices across all value chain activities
· It ensures that services are delivered and
supported according to agreed specifications and stakeholders expectations
· It ensures a shared understanding of the current
status and vision for all products and services across the organization
(Correct)
· It ensures that service components are available
when and where they are needed, and meet agreed specifications
Answer :It ensures a shared understanding of the
current status and vision for all products and services across the organization
What varies in size and complexity,
and uses functions to achieve its objectives?
Options are :
· An organization (Correct)
· A practice
· An outcome
· A risk
Answer :An organization
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What is the MAIN benefit of
"problem management"?
Options are :
· Managing workarounds and known errors
· Reducing the number and impact of incidents (Correct)
· Maximizing the number of successful changes
· Restoring normal service as quickly as possible
Answer :Reducing the number and impact of incidents
What is the purpose of the
'deployment management' practice?
Options are :
· To move new or changed components to live
environments (Correct)
· To plan and manage the full lifecycle of all IT
assets
· To make new and changed services and features
available for use
· To protect the information needed by the
organization to conduct its business
Answer :To move new or changed components to live
environments
Which practice uses technologies such
as intelligent telephony systems, a knowledge base and monitoring tools?
Options are :
· Service desk (Correct)
· Deployment management
· Service configuration management
· Problem management
Answer :Service desk
ITIL
4 Foundation Certification Exam Mock Test
Which statement about service
requests is CORRECT?
Options are :
· Service requests require workflows that should use
manual procedures and avoid automation
· Complex service requests should be dealt with as
normal changes
· Service requests that require simple workflows
should be dealt with as incidents
· Service requests are usually formalized using
standard procedures for initiation, approval and fulfilment (Correct)
Answer :Service requests are usually formalized
using standard procedures for initiation, approval and fulfilment
Identify the missing word in the
following sentence.
A service is a means of enabling
value co-creation by facilitating _____ that customers want to achieve, without
the customer having to manage specific costs and risks.
Options are :
· outputs
· outcomes (Correct)
· utility
· warranty
Answer :outcomes
Which statement about standard
changes is CORRECT?
Options are :
· The change can be implemented with less testing if
necessary
· The appropriate change authority should be assigned
to each type of change
· A full assessment should be completed each time the
change is implemented
· The change does not require additional
authorization (Correct)
Answer :The change does not require additional
authorization
ITIL
4 Foundation Certification
Which guiding principle says that it
is not usually necessary to build something new?
Options are :
· Think and work holistically
· Progress iteratively with feedback
· Focus on value
· Start where you are (Correct)
Answer :Start where you are
Which activity is part of the
"continual improvement" practice?
Options are :
· Improving relationships with and between
stakeholders
· Handling compliments and complaints from users to
identify improvements
· Prioritizing and creating business cases for
improvement initiatives (Correct)
· Identifying the cause of unplanned interruptions to
service
Answer :Prioritizing and creating business cases
for improvement initiatives
Which statement about the
"optimize and automate" guiding principle is CORRECT?
Options are :
· Technology eliminates the need for human intervention
· Activities should be automated before they are
optimized
· Automation frees human resources for more complex
activities (Correct)
· Automation is best applied to non-standard tasks
Answer :Automation frees human resources for more
complex activities
Which includes governance, management
practices, and continual improvement?
Options are :
· The "deliver and support" value chain
activity
· The "value stream and processes"
dimension
· The "focus on value" guiding principle
· The service value system (Correct)
Answer :The service value system
Which will help solve incidents more
quickly?
Options are :
· Detailed procedural steps for incident
investigation
· Collaboration between teams (Correct)
· Target resolution times
· Escalating all incidents to support teams
Answer :Collaboration between teams
Which of the following is the purpose
of information security management practice?
Options are :
· To protect the financial and regulatory information
of the business
· To protect the information needed by the
organization to conduct its business (Correct)
· To ensure that a security ring fence is built to
protect the knowledge that the company holds in its repositories
· To ensure that the systems, information, and
networks are adequately secured against security threats
Answer :To protect the information needed by the
organization to conduct its business
Which statement about the
"service request management" practice is CORRECT?
Options are :
· A new workflow is created for each type of request
· Financial authorization is sometimes required for
service requests (Correct)
· Service requests are fulfilled using simple
workflows
· Additional approval is sometimes needed for
restoration of service
Answer :Financial authorization is sometimes
required for service requests
An organization asks a stakeholder to
review a planned change. Which guiding principle does this demonstrate?
Options are :
· Keep it simple and practical
· Focus on value
· Collaborate and promote visibility (Correct)
· Start where you are
Answer :Collaborate and promote visibility
ITIL
4 Foundation Certification Exam Mock Test
Which practice has the purpose of
ensuring that the organization's suppliers and their performance and managed
appropriately to support the provision of seamless, quality products and
services?
Options are :
· Service management
· Release management
· Supplier management (Correct)
· Relationship management
Answer :Supplier management
Which MOST helps an organization
adapt ITIL 4 concepts so that they apply to the organization's specific
circumstances?
Options are :
· Guiding principles (Correct)
· Service value chain
· Continual improvement
· Practices
Answer :Guiding principles
What is defined as any financially
valuable component that can contribute to the delivery of a service?
Options are :
· Product
· IT asset (Correct)
· Configuration item
· Event
Answer :IT asset
Which practice facilitates
operational communication between the service provider organization and users
in the service consumer organization?
Options are :
· Relationship management
· Service desk (Correct)
· Service level management
· Monitoring and event management
Answer :Service desk
Which is a low risk change that has
been pre-approved so that no additional authorization is needed?
Options are :
· A normal change
· A change model
· An emergency change
· A standard change (Correct)
Answer :A standard change
When is the earliest that a workaround
can be documented in 'problem management'?
Options are :
· After the problem has been logged
· After the problem has been analyzed (Correct)
· After the problem has been prioritized
· After the problem has been resolved
Answer :After the problem has been analyzed
What can help to reduce resistance to
a planned improvement when applying the guiding principle 'collaborate and
promote visibility'?
Options are :
· Restricting information about the improvement to
essential stakeholders only
· Increasing collaboration and visibility for the
improvement (Correct)
· Involving customers after all planning has been
completed
· Engaging every stakeholder group in the same way,
with the same communication
Answer :Increasing collaboration and visibility for
the improvement
Which 'service level management'
activity helps staff to deliver a more business-focused service?
Options are :
· Creating targets based on the percentage of uptime
of a service
· Understanding the ongoing requirements of customers
(Correct)
· Using complex technical terminology in service
level agreements (SLAs)
· Measuring low-level operational activities
Answer :Understanding the ongoing requirements of
customers
Which is an activity of the 'problem
management' practice?
Options are :
· Restoration of normal service operation as quickly
as possible
· Prioritization of problems based on the risk that
they pose (Correct)
· Authorization of changes to resolve the cause of
problems
· Resolution of incidents in a time that meets
customer expectations
Answer :Prioritization of problems based on the
risk that they pose
Which statement about the 'service
request management' practice is CORRECT?
Options are :
· Service requests are fulfilled using simple
workflows (Correct)
· A new workflow is created for each type of request
· Additional approval is sometimes needed for
restoration of service
· Financial authorization is sometimes required for
service requests
Answer :Service requests are fulfilled using simple
workflows
What is the purpose of the
'deployment management' practice?
Options are :
· To make new and changed services and features
available for use (Correct)
· To move new or changed components to live
environments
· To plan and manage the full lifecycle of all IT
assets
· To protect the information needed by the
organization to conduct its business
Answer :To make new and changed services and
features available for use
What can be used to determine if a
service is 'fit for purpose'?
Options are :
· Availability
· Warranty
· Outcome
· Utility (Correct)
Answer :Utility
Which is a recommendation of the guiding
principle 'think and work holistically'?
Options are :
· Conduct a review of existing service management
practices and decide what to keep and what to discard
· Review how an improvement initiative can be
organized into smaller, manageable sections that can be completed in a timely
manner
· Review service management practices and remove any
unnecessary complexity
· Use the four dimensions of service management to
ensure coordination of all aspects of an improvement initiative (Correct)
Answer :Use the four dimensions of service
management to ensure coordination of all aspects of an improvement initiative
Which is an activity of the 'incident
management' practice?
Options are :
· Assessing and prioritizing improvement opportunities
· Performing service reviews with customers
· Providing good-quality updates when expected
(Correct)
· Automating service requests to the greatest degree
possible
Answer :Providing good-quality updates when
expected
What should be considered as part of
the 'partners and suppliers' dimension?
Options are :
· The level of integration and formality involved in
the relationships between organizations (Correct)
· The activities, workflows, controls and procedures
needed to achieve the agreed objectives
· The information created, managed and used in the course
of service provision and consumption
· The required skills and competencies of teams and
individual members of the organization
Answer :The level of integration and formality
involved in the relationships between organizations
Which is included in the purpose of
the 'change enablement' practice?
Options are :
· Make new and changed services available for use
· Ensure that risks have been properly assessed
(Correct)
· Record and report selected changes of state
· Plan and manage the full lifecycle of all IT assets
Answer :Ensure that risks have been properly
assessed
Which activity is part of the
'continual improvement' practice?
Options are :
· Identifying the cause of incidents and recommending
related improvements
· Authorizing changes to implement improvements
· Logging and managing incidents that result in
improvement opportunities
· Making business cases for improvement action
(Correct)
Answer :Making business cases for improvement
action
Which statement about the 'service
request management' practice is CORRECT?
Options are :
· Service requests are fulfilled using simple
workflows (Correct)
· A new workflow is created for each type of request
· Additional approval is sometimes needed for
restoration of service
· Financial authorization is sometimes required for
service requests
Answer :Service requests are fulfilled using simple
workflows
Which practice has the purpose of
ensuring that the organization's suppliers and their performance are managed
appropriately to support the provision of seamless, quality products and services?
Options are :
· Release management
· Supplier management (Correct)
· Service management
· Relationship management
Answer :Supplier management
ITIL
4 Foundation Certification Exam Mock Test
Which skill is required by the
'service level management' practice?
Options are :
· Supplier management (Correct)
· Technical expertise
· Event monitoring
· Problem management
Answer :Supplier management
Which is considered by the 'partners
and suppliers' dimension?
Options are :
· Using artificial intelligence
· Defining controls and procedures
· Using formal roles and responsibilities
· Working with an integrator to manage relationships
(Correct)
Answer :Working with an integrator to manage
relationships
Which is included in the purpose of
the 'design and transition' value chain activity?
Options are :
· Ensuring that service components are available when
needed
· Providing transparency and good stakeholder
relationships
· Supporting services according to specifications
· Continually meeting stakeholder expectations for
costs (Correct)
Answer :Continually meeting stakeholder
expectations for costs
Which ITIL 4 practice has the purpose
to establish and nurture the links between the organization and its
stakeholders at strategic and tactical levels?
Options are :
· Supplier management
· Change enablement
· Relationship management (Correct)
· Service desk
Answer :Relationship management
Which practice has a purpose that
includes aligning the organization's practices and services with changing
business needs?
Options are :
· Service level management
· Service configuration management
· Relationship management
· Continual improvement (Correct)
Answer :Continual improvement
Which statement about the 'continual
improvement' practice is CORRECT?
Options are :
· Continual improvement participation should be limited
to a small dedicated team
· It is the role of senior management to authorize
improvement initiatives
· Training should be provided to those involved in
continual improvement (Correct)
· A single continual improvement register should be
maintained by senior management
Answer :Training should be provided to those
involved in continual improvement
ITIL
4 Foundation Certification Exam Mock Test
What is a recommendation of the
'focus on value' guiding principle?
Options are :
· Make 'focus on value' a responsibility of the
management
· Focus on the value of new and significant projects
first
· Focus on value for the service provider first
· Focus on value at every step of the improvement
(Correct)
Answer :Focus on value at every step of the
improvement
Which describes a set of defined
steps for implementing improvements?
Options are :
· The 'improve' value chain activity (Correct)
· The 'continual improvement register'
· The 'continual improvement model'
· The 'engage' value chain activity
Answer :The 'improve' value chain activity
Which service level metrics are BEST
for measuring user experience?
Options are :
· Single system-based metrics
· Metrics for the percentage of uptime of a service
· Operational metrics
· Metrics linked to defined outcomes (Correct)
Answer :Metrics linked to defined outcomes
What are the MOST important skills
required by service desk staff?
Options are :
· Incident analysis skills (Correct)
· Technical skills
· Problem resolution skills
· Supplier management skills
Answer :Incident analysis skills
Which dimension is MOST concerned
with skills, competencies, roles and responsibilities?
Options are :
· Organizations and people (Correct)
· Information and technology
· Partners and suppliers
· Value streams and processes
Answer :Organizations and people
ITIL
4 Foundation Certification Exam Mock Test
What is the purpose of the 'incident
management' practice?
Options are :
· To minimize the negative impact of incidents by
restoring normal service operation as quickly as possible (Correct)
· To capture demand for incident resolution and
service requests
· To reduce the likelihood and impact of incidents by
identifying actual and potential causes of incidents
· To support the agreed service quality by effective
handling of all agreed user-initiated service requests
Answer :To minimize the negative impact of
incidents by restoring normal service operation as quickly as possible
What impact does automation have on a
service desk?
Options are :
· Less low level work and a greater ability to focus
on user experience (Correct)
· Increased phone contact and a reduced ability to
focus on user experience
· Ability to work from multiple locations, geographically
dispersed
· Ability to work from a single centralised location
Answer :Less low level work and a greater ability
to focus on user experience
Which costs are included in the value
proposition of a service?
Options are :
· Additional expense that the service consumer has
because they are using the service
· Money that the service consumer no longer needs to
spend because they are using the service (Correct)
· Tangible or intangible results for the service
consumer because they are using the service
· The benefits, usefulness, and importance of the
service that are perceived by the service consumer
Answer :Money that the service consumer no longer
needs to spend because they are using the service
Which phase of problem management
includes analysing incidents to look for patterns and trends?
Options are :
· Problem identification (Correct)
· Problem control
· Error control
· Post-implementation review
Answer :Problem identification
What is the PRIMARY use of a change
schedule?
Options are :
· To support the 'incident management' practice and
improvement planning
· To manage emergency changes
· To plan changes and help avoid conflicts (Correct)
· To manage standard changes
Answer :To plan changes and help avoid conflicts
What includes governance as a
component?
Options are :
· Practices
· The service value chain
· The service value system (Correct)
· The guiding principles
Answer :The service value system
Identify the missing word in the
following sentence.
A [?] is the addition, modification,
or removal of anything that could have a direct or indirect effect on services.
Options are :
· problem
· risk
· change (Correct)
· configuration item
Answer :change
ITIL
4 Foundation Certification Exam Mock Test
#ITIL #ITIL_4_Foundation_Certification #ITIL_Certification #ITIL_Foundation_Certification
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