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ITIL 4 Exam Questions and Answers 100% Solved | Graded A+
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ITIL 4 Exam Questions and Answers 100% Solved | Graded A+ 2) Which term describes the functionality offered by a service? A. Cost B. Utility C. Warranty D. Risk - A. Incorrect. Cost is "The amount of money spent on a specific activity or resource." Ref 2.5.2 B. Correct. Utility is "The func...

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  • October 27, 2024
  • 46
  • 2024/2025
  • Exam (elaborations)
  • Questions & answers

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  • ITIL
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©NINJANERD 2024/2025. YEAR PUBLISHED 2024.
ITIL 4 Exam Questions and Answers

100% Solved | Graded A+


2) Which term describes the functionality offered by a service?



A. Cost

B. Utility

C. Warranty

D. Risk - ✔✔A. Incorrect. Cost is "The amount of money spent on a specific

activity or resource." Ref 2.5.2

B. Correct. Utility is "The functionality offered by a product or service." Ref

2.5.4

C. Incorrect. Warranty is "Assurance that a product or service will meet

agreed requirements". Ref 2.5.4

D. Incorrect. A risk is "A possible event that could cause harm or loss, or

make it more difficult to achieve objectives". Ref 2.5.3

5) How do all value chain activities transform inputs to outputs?

,©NINJANERD 2024/2025. YEAR PUBLISHED 2024.
A. By determining service demand

B. By using a combination of practices

C. By using a single functional team

D. By implementing process automation - ✔✔A. Incorrect. Demand is the

input to the service value chain. Value chain activities "represent the steps

an organization takes in the creation of value. Each activity contributes to

the value chain by transforming specific inputs into outputs." Ref 4.5

B. Correct. "To convert inputs into outputs, the value chain activities use

different combinations of ITIL practices." Ref 4.5

C. Incorrect. It uses various resources from different practices when

needed. "To convert inputs into outputs, the value chain activities use

different combinations of ITIL practices (sets of resources for performing

certain types of work), drawing on internal or third-party resources,

processes, skills, and competencies as required. Ref 4.5

D. Incorrect. The 'optimize and automate' guiding principle recommends

that activities should be automated where this is practical but the service

value chain does not require automation. "Technology should not always

be relied upon without the capability of human intervention, as automation

for automation's sake can increase costs and reduce organizational

robustness and resilience." Ref 4.3.7

,©NINJANERD 2024/2025. YEAR PUBLISHED 2024.
7) What is the starting point for optimization?



A. Securing stakeholder engagement

B. Understanding the vision and objectives of the organization

C. Determining where the most positive impact would be

D. Standardizing practices and services - ✔✔A. Incorrect. This is step 4 of

the principle 'optimize and automate': "Ensure the optimization has the

appropriate level of stakeholder engagement and commitment." Ref 4.3.7.1

B. Correct. The first step of the principle 'optimize and automate' is:

"Understand and agree the context in which the proposed optimization

exists. This includes agreeing the overall vision and objectives of the

organization." Ref 4.3.7.1

C. Incorrect. This is step 2 of the principle 'optimize and automate': "Assess

the current state of the proposed optimization. This will help to understand

where it can be improved and which improvement opportunities are likely to

produce the biggest positive impact." Ref 4.3.7.1 D. Incorrect. This is step 3

of the principle 'optimize and automate': "Agree what the future state and

priorities of the organization should be, focusing on simplification and

value. This typically also includes standardization of practices and services,

, ©NINJANERD 2024/2025. YEAR PUBLISHED 2024.
which will make it easier to automate or optimize further at a later point."

Ref 4.3.7.1

8) Identify the missing words in the following sentence.



The purpose of the [?] is to ensure that the organization continually co-

creates value with all stakeholders in line with the organization's objectives.



A. 'focus on value' guiding principle

B. four dimensions of service management

C. service value system

D. 'service request management' practice - ✔✔A. Incorrect. The 'focus on

value' guiding principle guides an organization to consider the needs of the

service consumer. It cannot ensure that the organization continually co-

creates value with all stakeholders. Ref 4.3.1

B. Incorrect. The four dimensions "represent perspectives which are

relevant to the whole SVS, including the entirety of the service value chain

and all ITIL practices." They do not ensure that the organization continually

co-creates value with all stakeholders. Ref 3 C. Correct. "The purpose of

the SVS is to ensure that the organization continually co-creates value with

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