ITIL® 4 Foundation (Exams #1-6) Q&A_ Spring 2025 | COMPLETE SET
QUESTIONS WITH ANSWERS
What is the purpose of problem management? - (answers)Reduces the likelihood and impact of
incidents
What is the definition of utility? - (answers)The functionality offered by a product or service to
meet a particular need
Which activity captures the demand for incident resolution and service requests? -
(answers)Service desk
Which value chain activity ensures the availability of service components? -
(answers)Obtain/build
Which of the following is an example of incident? - (answers)An application is not available
during the business hours
New or changed components are deployed to all targets at the same time. Which type of
deployment approach does this statement represent? - (answers)Big bang deployment
What is an event? - (answers)Any change of state that has significance for the management of a
service or other
configuration item
Which of the following is a standard change? - (answers)Moving a desktop for a single user
还是指某个特定的词或概
念？
Which two needs should change control balance? - (answers)The need to make beneficial
changes
The need to protect customers and users
,What are the types of asset management? - (answers)IT asset management and software asset
management
Which of the following are problem control activities? 1. Performing trend analysis of incident
records 2. Pre assessing the status of known errors that have not been resolved 3. Prioritizing
problems for analysis based on the risk 4. Finding in documenting a workaround for future
incidents when a problem cannot be resolved quickly. - (answers)3 and 4
What is the best way to track and manage improvements? - (answers)Use a structure document
called a continual improvement register.
Which ITIL concept describes governance? - (answers)The service of value system
Which practice ensures that stakeholders needs are understood and product and services are
prioritized appropriately? - (answers)Relationship management
Which of the following is not a key skill set required for service desk agents -
(answers)Technical skills
Which of the following can be used to access service desks - (answers)Phone calls, email, text
and social media messaging
Which of the following is an example of workaround - (answers)A server is resorted to resolve
an incident.
Which key activity of service continuiti management identifies vital business functions vbf and
还是指某个特定的词或概
their dependencies - (answers)Business impact analysis
念？
A surface is a means of enabling value co-creation by facilitating - (answers)Outcomes
, What is a disaster - (answers)Sudden unplanned event that causes great damage or serious loss to
an organization
Which practice is the responsibility of everyone in the organization - (answers)Continual
improvement
What are the different types of events - (answers)Informational, warning, and exception
Which of the following best describes outcomes - (answers)Results for a stakeholder
what of the following is an agreement between a service provider and a customer that identifies
both services required and the expanded level of service? - (answers)Service level agreement
How does service request management contribute to obtain / build value chain activity -
(answers)It requires pre-approved service components to help fulfill service requests
What are the two types of costs that a service consumer should evaluate - (answers)The costs
removed by the service and the costs imposed by the
a service provider describes a package that includes a laptop with software, licenses, and support.
What is this package an example of? - (answers)Service offering
What is the purpose of the service desk practice - (answers)To capture demand for incident
resolution and service requests
What should be included in every service level agreement - (answers)Clearly defined service
outcomes 还是指某个特定的词或概
念？
Which of the following statements describes the nature of guiding principles - (answers)A
guiding principle can guide and organization in all circumstances
QUESTIONS WITH ANSWERS
What is the purpose of problem management? - (answers)Reduces the likelihood and impact of
incidents
What is the definition of utility? - (answers)The functionality offered by a product or service to
meet a particular need
Which activity captures the demand for incident resolution and service requests? -
(answers)Service desk
Which value chain activity ensures the availability of service components? -
(answers)Obtain/build
Which of the following is an example of incident? - (answers)An application is not available
during the business hours
New or changed components are deployed to all targets at the same time. Which type of
deployment approach does this statement represent? - (answers)Big bang deployment
What is an event? - (answers)Any change of state that has significance for the management of a
service or other
configuration item
Which of the following is a standard change? - (answers)Moving a desktop for a single user
还是指某个特定的词或概
念？
Which two needs should change control balance? - (answers)The need to make beneficial
changes
The need to protect customers and users
,What are the types of asset management? - (answers)IT asset management and software asset
management
Which of the following are problem control activities? 1. Performing trend analysis of incident
records 2. Pre assessing the status of known errors that have not been resolved 3. Prioritizing
problems for analysis based on the risk 4. Finding in documenting a workaround for future
incidents when a problem cannot be resolved quickly. - (answers)3 and 4
What is the best way to track and manage improvements? - (answers)Use a structure document
called a continual improvement register.
Which ITIL concept describes governance? - (answers)The service of value system
Which practice ensures that stakeholders needs are understood and product and services are
prioritized appropriately? - (answers)Relationship management
Which of the following is not a key skill set required for service desk agents -
(answers)Technical skills
Which of the following can be used to access service desks - (answers)Phone calls, email, text
and social media messaging
Which of the following is an example of workaround - (answers)A server is resorted to resolve
an incident.
Which key activity of service continuiti management identifies vital business functions vbf and
还是指某个特定的词或概
their dependencies - (answers)Business impact analysis
念？
A surface is a means of enabling value co-creation by facilitating - (answers)Outcomes
, What is a disaster - (answers)Sudden unplanned event that causes great damage or serious loss to
an organization
Which practice is the responsibility of everyone in the organization - (answers)Continual
improvement
What are the different types of events - (answers)Informational, warning, and exception
Which of the following best describes outcomes - (answers)Results for a stakeholder
what of the following is an agreement between a service provider and a customer that identifies
both services required and the expanded level of service? - (answers)Service level agreement
How does service request management contribute to obtain / build value chain activity -
(answers)It requires pre-approved service components to help fulfill service requests
What are the two types of costs that a service consumer should evaluate - (answers)The costs
removed by the service and the costs imposed by the
a service provider describes a package that includes a laptop with software, licenses, and support.
What is this package an example of? - (answers)Service offering
What is the purpose of the service desk practice - (answers)To capture demand for incident
resolution and service requests
What should be included in every service level agreement - (answers)Clearly defined service
outcomes 还是指某个特定的词或概
念？
Which of the following statements describes the nature of guiding principles - (answers)A
guiding principle can guide and organization in all circumstances
