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ITIL 4 Exam Questions with Complete Answers
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ITIL 4 Exam Questions with Complete Answers
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ITIL 4 Exam Questions with CompleteAnswers 2024-2025
What does ITIL stand for?
a.) Information Technology Infrastructure Library
b.) Interesting Technology In Learning
c.) Information Technology/Information Language
d.) Incorporated Tech Information Library - Answer-a
Which of the following do you think correctly describes ITIL?
a.) Guidance for project management
b.) Guidance for service management
c.) A methodology for providing IT services
d.) A standard for service management achievement - Answer-b
ITIL 4 is best defined as:
a.) guidance for IT service management
b.) represents how components and activities work together to facilitate value creation
through IT-enabled services
c.) a publication designed to ensure flexible, coordinated, and integrated system for the
effective governance and management of IT enabled services
d.) helps organizations to consider all the resources and capabilities that are required to
perform the activities that are at the heart of service value chain - Answer-c
Which of the following is one of the key components of the ITIL 4 framework?
a.) Four Dimensions Model
b.) People
c.) IT Infrastructure
d.) Processes
e.) Service Management - Answer-a
Which of the following does not describe a service value system?
a.) provides the main framework of ITIL
b.) represents how components and activities work together to facilitate value creation
through IT-enabled services
c.) ensures that the organization continually co-creates value with all stakeholders
through the use and management of products/services
d.) encourages silo working
e) does not mandate an organizational structure - Answer-d
,Which of the following is not a core component of a service value system?
a.) Service Value Chain
b.) Practices
c.) Guiding Principles
d.) Governance
e.) Continuous Feedback - Answer-e
Which best defines a service value chain?
a.) it provides an operating model for the creation, delivery, and continual improvement
of services
b.) it is used to guide an organizations decisions and actions ensuring a shared
understanding and common approach to service management across the organization
c.) it is the activities that enable an organization to continually align their operations with
strategic direction set by the governing body
d.) an improvement model to maintain resilience and agility in a constantly chaining
environment - Answer-a
Which best defines guiding principles?
a.) it provides an operating model for the creation, delivery, and continual improvement
of services
b.) it is used to guide an organizations decisions and actions ensuring a shared
understanding and common approach to service management across the organization
c.) it is the activities that enable an organization to continually align their operations with
strategic direction set by the governing body
d.) an improvement model to maintain resilience and agility in a constantly chaining
environment - Answer-b
Which best defines governance?
a.) it provides an operating model for the creation, delivery, and continual improvement
of services
b.) it is used to guide an organizations decisions and actions ensuring a shared
understanding and common approach to service management across the organization
c.) it is the activities that enable an organization to continually align their operations with
strategic direction set by the governing body
d.) an improvement model to maintain resilience and agility in a constantly chaining
environment - Answer-c
Which best defines continual improvement?
a.) it provides an operating model for the creation, delivery, and continual improvement
of services
, b.) it is used to guide an organizations decisions and actions ensuring a shared
understanding and common approach to service management across the organization
c.) it is the activities that enable an organization to continually align their operations with
strategic direction set by the governing body
d.) an improvement model to maintain resilience and agility in a constantly chaining
environment - Answer-d
Which of the following is not one of the four dimensions?
a.) organizations & businesses
b.) information & technology
c.) partners & suppliers
d.) value stream & processes - Answer-a
T or F: The Four Dimensions Model helps organizations to consider all the resources
and capabilities that are required to perform the activities that are at the heart of the
service value chain.
a.) True
b.) False - Answer-a
Which is the definition of service management?
a.) a group of people that has its own functions with responsibilities and authorities
b.) a set of specialized organizational capabilities for enabling value for customers in the
form of a service
c.) the perceived benefits, usefulness and importance of something
d.) the role that defines the requirements for a service and takes responsibility for the
outcomes of service consumption - Answer-b
What is defined as "the joint activities performed by a service provider and a service
consumer to ensure continual value co-creation"?
a.) Service consumption
b.) Service provision
c.) Service relationship management
d.) Service management - Answer-c
Which is a cost that may be imposed on the service consumer by the service?
a.) The cost of training staff to use the service
b.) The cost of restoring the service as a result of an incident
c.) The cost of developing the service
d.) The cost of training staff to deliver the service - Answer-a
Which is the definition of a customer?
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