ITIL 4 Foundation Exam Questions with
Complete Answers
Which guiding principle recommends using the minimum number of steps necessary to
achieve an objective - Answer-Keep it simple and practical
A service level agreement is an output of which ITIL practice? - Answer-Service level
Management
Which practice owns and manages issues, queries, and requests from users? - Answer-
service desk
What is defined as a cause, or potential cause, of one more incidents? - Answer-
Problem
Which of the following would the service desk practice resolve? - Answer-A
misconfiguration of a users setting that does not require technical knowledge.
Which is one purpose of the 'engage' value chain activity? - Answer-Providing
transparency and good relationships.
Which of the following would involve the change enablement practice? - Answer-A
customer has requested that a new feature be introduced to a service you provide.
Which stakeholders co-create value in a service relationship? - Answer-Consumer and
provider
What is the expected outcome from using a service value chain? - Answer-Value
realization
As part of their continual improvement strategy, and organization has implement the use
of Kansan boards in every department. Which guiding principle does this MOST
represent? - Answer-Collaborate and promote visibility.
Downloading an available update is an example of what Technical practice? - Answer-
Release management.
How does information about problems and known errors contribute to 'incident
managment'? - Answer-It enables quick and efficient diagnosis of incidents.
Which guiding principle recommends coordinating all dimensions of service
managment? - Answer-Think and work holistically.
, Which practice requires detailed, accurate information from each activity in the service
value chain and then makes that information available to all other activities in the
service Value chain? - Answer-Continual improvement.
You have just acquired a new program for use in the production environment. You have
installed the program onto the necessary workstations, however, the program cannot
yet be accessed by the employees. Which practice does this demonstrate:? - Answer-
Deployment management
After careful consideration, an administrator decides that resolving a known error is
going to involve implementing a work around. At what phase in the problem managment
practice does this take place? - Answer-Problem control.
Problem Identification - Answer-Identifying and logging problems through the use of
incident management and other sources of data, such as user feedback or service level
breaches.
Problem control - Answer-This phase focuses on investigating problems to determine
their root cause and impact on the business.
Error Control - Answer-This phase involves implementing permanent solutions to
problems and ensuring that they are effective by them in a controlled environment
before implementing them in the production environment.
The definition of the release management practice is which of the following? - Answer-
Making new and changed services and features available for use.
An administrator has decided that it would be beneficial to modify an existing service by
adding a new feature. Which practice receives a request to make this modification? -
Answer-Change Enablement.
What ITIL practice is responsible for providing and maintain accurate information about
all services and service components that are managed by an organization? - Answer-
Service configuration managment.
Which of the following would involve the change enablement practice? - Answer-A user
has locked themselves out of their accounts and needs to regain access.
A service level agreement is an output of which ITIL practice? - Answer-Service level
management.
Which practice owns and manages issues, queries and requests from users? - Answer-
Service desk.
Which dimension includes a workflow management system? - Answer-information and
technology.
Complete Answers
Which guiding principle recommends using the minimum number of steps necessary to
achieve an objective - Answer-Keep it simple and practical
A service level agreement is an output of which ITIL practice? - Answer-Service level
Management
Which practice owns and manages issues, queries, and requests from users? - Answer-
service desk
What is defined as a cause, or potential cause, of one more incidents? - Answer-
Problem
Which of the following would the service desk practice resolve? - Answer-A
misconfiguration of a users setting that does not require technical knowledge.
Which is one purpose of the 'engage' value chain activity? - Answer-Providing
transparency and good relationships.
Which of the following would involve the change enablement practice? - Answer-A
customer has requested that a new feature be introduced to a service you provide.
Which stakeholders co-create value in a service relationship? - Answer-Consumer and
provider
What is the expected outcome from using a service value chain? - Answer-Value
realization
As part of their continual improvement strategy, and organization has implement the use
of Kansan boards in every department. Which guiding principle does this MOST
represent? - Answer-Collaborate and promote visibility.
Downloading an available update is an example of what Technical practice? - Answer-
Release management.
How does information about problems and known errors contribute to 'incident
managment'? - Answer-It enables quick and efficient diagnosis of incidents.
Which guiding principle recommends coordinating all dimensions of service
managment? - Answer-Think and work holistically.
, Which practice requires detailed, accurate information from each activity in the service
value chain and then makes that information available to all other activities in the
service Value chain? - Answer-Continual improvement.
You have just acquired a new program for use in the production environment. You have
installed the program onto the necessary workstations, however, the program cannot
yet be accessed by the employees. Which practice does this demonstrate:? - Answer-
Deployment management
After careful consideration, an administrator decides that resolving a known error is
going to involve implementing a work around. At what phase in the problem managment
practice does this take place? - Answer-Problem control.
Problem Identification - Answer-Identifying and logging problems through the use of
incident management and other sources of data, such as user feedback or service level
breaches.
Problem control - Answer-This phase focuses on investigating problems to determine
their root cause and impact on the business.
Error Control - Answer-This phase involves implementing permanent solutions to
problems and ensuring that they are effective by them in a controlled environment
before implementing them in the production environment.
The definition of the release management practice is which of the following? - Answer-
Making new and changed services and features available for use.
An administrator has decided that it would be beneficial to modify an existing service by
adding a new feature. Which practice receives a request to make this modification? -
Answer-Change Enablement.
What ITIL practice is responsible for providing and maintain accurate information about
all services and service components that are managed by an organization? - Answer-
Service configuration managment.
Which of the following would involve the change enablement practice? - Answer-A user
has locked themselves out of their accounts and needs to regain access.
A service level agreement is an output of which ITIL practice? - Answer-Service level
management.
Which practice owns and manages issues, queries and requests from users? - Answer-
Service desk.
Which dimension includes a workflow management system? - Answer-information and
technology.
