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Tuesday, March 8, 2022

ITIL 4 Foundation Practice Certification Exam Questions

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

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