ITIL 4 Exam Practice Questions And 100%
Correct Answers
Which practice would move components to live environments?
A. Change enablement
B. Release management
C. IT asset management
D. Deployment management - Answer D
Which practice would classify and assign ownership of queries and requests from
users?
A. Service desk
B. Incident management
C. Change enablement
D. Service level management - Answer A
Which practice would identify metrics that reflects the customer's experience of a
service?
A. Continual improvement
B. Service desk
C. Service level management
D. Problem management - Answer C
,What is the PRIMARY purpose of a change schedule?
A. To support 'incident management' and improvement planning
B. To manage emergency changes
C. To plan changes and assist in the avoidance of conflicts
D. To manage standard changes - Answer C
Which service management dimension focuses on the activities and how are these are
coordinated?
A. Organisations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes - Answer D
How does categorisation of incidents assist the 'incident management' practice?
A. It helps direct the incident to the correct support area
B. It determines the priority assigned to the incident
C. It ensures that incidents are resolved in timescales agreed with the customer
D. It determines how the service provider is perceived - Answer A
A service is a means of enabling value co-creation by facilitating [?] that customers want
to achieve.
A. The warranty
B. Results
C. The value
, D. Outputs - Answer B
Which of the following is a principle of the 'continual improvement' process?
A. There should be at least a small group responsible for guiding 'continual
improvement' activities
B. All improvements should be handled as multi-stage projects
C. 'Continual improvement' should be kept apart from all other processes
D. Third party suppliers should not be involved in improvement activities - Answer A
Which of the following is a potential benefit of using an IT service management tool to
support the 'incident management' practice?
A. It may ensure that the cause of incidents is identified within agreed times
B. It may provide automated matching of incidents to problems or known errors
C. It may ensure that supplier contracts are aligned with the needs of the service
provider
It will handle automatic detection and closure of complex incidents - Answer B
Which role initiates the service request?
A. The customer, or their authorized representative
B. The user, or their authorized representative
C. The sponsor, or their authorized representative
D. The supplier, or their appointed representative - Answer A
Which of the following is the best practice if there is a need for the users to have only
one contact point?
Correct Answers
Which practice would move components to live environments?
A. Change enablement
B. Release management
C. IT asset management
D. Deployment management - Answer D
Which practice would classify and assign ownership of queries and requests from
users?
A. Service desk
B. Incident management
C. Change enablement
D. Service level management - Answer A
Which practice would identify metrics that reflects the customer's experience of a
service?
A. Continual improvement
B. Service desk
C. Service level management
D. Problem management - Answer C
,What is the PRIMARY purpose of a change schedule?
A. To support 'incident management' and improvement planning
B. To manage emergency changes
C. To plan changes and assist in the avoidance of conflicts
D. To manage standard changes - Answer C
Which service management dimension focuses on the activities and how are these are
coordinated?
A. Organisations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes - Answer D
How does categorisation of incidents assist the 'incident management' practice?
A. It helps direct the incident to the correct support area
B. It determines the priority assigned to the incident
C. It ensures that incidents are resolved in timescales agreed with the customer
D. It determines how the service provider is perceived - Answer A
A service is a means of enabling value co-creation by facilitating [?] that customers want
to achieve.
A. The warranty
B. Results
C. The value
, D. Outputs - Answer B
Which of the following is a principle of the 'continual improvement' process?
A. There should be at least a small group responsible for guiding 'continual
improvement' activities
B. All improvements should be handled as multi-stage projects
C. 'Continual improvement' should be kept apart from all other processes
D. Third party suppliers should not be involved in improvement activities - Answer A
Which of the following is a potential benefit of using an IT service management tool to
support the 'incident management' practice?
A. It may ensure that the cause of incidents is identified within agreed times
B. It may provide automated matching of incidents to problems or known errors
C. It may ensure that supplier contracts are aligned with the needs of the service
provider
It will handle automatic detection and closure of complex incidents - Answer B
Which role initiates the service request?
A. The customer, or their authorized representative
B. The user, or their authorized representative
C. The sponsor, or their authorized representative
D. The supplier, or their appointed representative - Answer A
Which of the following is the best practice if there is a need for the users to have only
one contact point?
