ITIL 4 Foundational Certification Exam
Questions with Correct Verified Answers,
Already Passed! (Complete & Accurate)
The ITIL definition of service provision is "Activities performed by an
organization to provide services." What services are included?
A. Management of the provider's resources
B. Access to these resources
C. Fulfillment of the agree-upon service actions
D. All of the above - ANS ✓D. All of the above
What is a user?
A. A customer who works for an organization other that the service
provider
B. A person who defines the requirements for a service and takes
responsibility for the outcomes of service consumption
C. A person who uses the services
D. A person or organization that has an interest or involvement in an
organization, product, service, practice, or other entity - ANS ✓C. A person
who uses the services
Which of the following describes a sponsor?
A. A person or organization that has an interest or involvement in an
organization, product, service, practice, or other entity
B. A person who authorizes a budget for service consumption
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C. A person who defines the requirements for a service and take
responsibility for the outcomes of service consumption
D. A role that is accountable for the delivery of a specific service - ANS ✓B. A
person who authorizes a budget for service consumption
How is value co-created?
A. Through a series of steps an organization undertakes to create and
deliver products and services to customers
B. Through an active collaboration between providers, consumers, and
other organizations
C. Through the practice of 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
D. Through the practice of establishing and nurturing links between an
organization and its stakeholders at strategic and tactical levels - ANS ✓B.
Through an active collaboration between providers, consumers, and other
organizations
What is the definition of a product?
A. A configuration of an organization's resources designed to offer value for
a consumer
B. 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
C. A person, or other entity, that is required for the execution of an activity
or the achievement of an objective
D. The means by which an organization is directed and controlled - ANS ✓A.
A configuration of an organization's resources designed to offer value for a
consumer
What is the definition of a product?
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A. A configuration of an organization's resources designed to offer value for
a consumer
B. A means of enabling value co-creation by facilitating outcomes that
customers was to achieve, without the customer having to manage specific
costs and risks
C. A person, or other entity, that is required for the execution of an activity
or the achievement of an object
D. The means by which an organization is directed and controlled - ANS ✓A.
A configuration of an organization's resources designed to offer value for a
consumer
What does fit for purpose mean?
A. Utility is based on a formal agreement
B. It means that it will have a certain level of security, capacity, availability
and continuity
C. It is what the service does (e.g., how it allows the user to accomplish their
tasks)
D. It means that it does everything that the user wants it to do - ANS ✓C. It is
what the service does (e.g., how it allows the user to accomplish their tasks)
What is NOT part of service relationship management?
A. It is a ITIL practice
B. It includes joint activities performed by a service provider and a service
consumer to ensure continual vale co-creation based on agreed-upon and
available service offerings
C. It has two roles, service provider and service consumer
D. It only takes place between IT and business consumers - ANS ✓D. It only
takes place between IT and business consumers
Who is a customer?
A. A person who uses services
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B. A person who authorizes a budget for service consumption
C. A role that is accountable for the delivery of a specific service
D. A person who defines the requirements for a service and takes
responsibility for the outcomes of service consumption - ANS ✓D. A person
who defines the requirements for a service and takes responsibility for the
outcomes of service consumption
What is the definition of a stakeholder?
A. A person or a group of people that has its own functions with
responsibilities, authorities, and relationships to achieve its objectives
B. A customer who works for the same organization as the service provider
C. A person who defines the requirements for a service and takes
responsibility for the outcomes of service consumption
D. A person or group responsible for authorizing a change - ANS ✓A. A
person or a group of people that has its own functions with responsibilities,
authorities, and relationships to achieve its objectives
Achieving value occurs in what instances?
A. When providing a service eliminates all risks
B. When there is a balance between outcomes, costs and risks
C. When everyone has the same definition of value
D. When value remains constant - ANS ✓B. When there is a balance between
outcomes, costs and risks
What is a service?
A. The sum of functional and emotional interactions with a service and
service provider as perceived by a service consumer
B. A means of enabling value co-creation by facilitating outcomes that
customers want to achieve, without the customer having to manage specific
cost and risks
C. A service that transfers risks from the IT organization to the customer
ITIL 4 Foundational Certification
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