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ITIL 4 Foundation Practice Exam Questions with Correct Answers
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ITIL 4 Foundation Practice ExamQuestions with Correct Answers
How does prioritization of incidents assist in incident Management? - Answer-It ensures
that incidents are resolved as quickly as possible
Which value chain activity provides information about service Improvements to all value
chain activities - Answer-Improve
Which is the a purpose of the "information security" practice - Answer-Protect the
information needed by the organization to conduct business
Which are the key activities of governance - Answer-Evaluate Direct Monitor
Which is NOT one of the steps of the Continual improvement model - Answer-What
Improvement Method Will We Use
What is the Utility of a service? - Answer-Service functionality
What is the definition of an output? - Answer-A tangible or intangible deliverable of an
activity
Which of the following could be part of a service offering:
1 Goods
2 Policies
3 Access to resources
4 Service Actions - Answer-1,3,4
Which is the best definition of a customer? - Answer-A person who defines the
requirements for a service and takes responsibility for the outcomes of service
consumption
The ultimate value of a service is determined by? - Answer-The customer
Which guiding principle begins with assessing who the customer and stakeholders are?
- Answer-Focus on Value
Which of the following is a tool for collaborating and promoting visibility? - Answer-
Kanban Board
Which of the guiding principles is highlighted in the Theory of Constraints? - Answer-
Think and work holistically
,Which is not one of the Optimization steps in optimize and automate? - Answer-
Customer Preparation
Which of the following is true of a value chain? - Answer-Converts inputs into outputs
In which step of the continual improvement model do we define a high-level
organizational objective of the improvement? - Answer-What is the Vision
Which steps of the continual improvement model has the strongest relationship to the
guiding principle Start Where You Are? - Answer-Where are we now
Fill in the missing word(s): The service level Management practice's purpose is to set
clear ________ Targets for service Performance so that the delivery of a service can be
properly assessed, monitored, and managed. - Answer-business based
Which of the following reflects ITIL guidance about SLA Requirements? - Answer-
Related to key customer outcomes and customer satisfaction
Which of the following is true for a change authority? - Answer-Different change
authorities may be identified for different types of change
The addition, modification, or removal of any thing that could have a direct or indirect
effect on services is the ITIL definition of a? - Answer-Change
Which of the following practices would be MOST likely to use information from the
Change Schedule? - Answer-Incident Management
Which features would NOT be part of a suitable Incident Management tool? - Answer-
Detailed procedures for resolving complex incidents
Which is NOT a benefit of using swarming as an incident management technique? -
Answer-Reduced need for service desk support.
Which of the following "initiates a service action that has been agreed as a normal part
of service delivery"? - Answer-Service Request
Which of the following has the purpose to "capture demand for incident resolution and
service request? - Answer-Service Desk
"Any financially valuable component that can contribute to delivery of an IT product or
service" is the ITIL definition of? - Answer-IT Asset
Which of the following is the purpose of Supplier Management? - Answer-Ensure that
the organization's suppliers and their performance are manged appropriately to support
the provision of seamless quality products and services
,Any component that needs to be managed in order to deliver an IT Service is the ITIL
definition of? - Answer-Configuration Item
A service provider suggests that their service guarantees recovery in 24 hours in the
event of a disaster. What is this an example of? - Answer-Warranty of a service
Which is a key focus of the "suppliers and partners" dimension? - Answer-Knowledge
Sharing
Which is NOT a benefit of adopting ITIL Practices? - Answer-Demonstrate compliance
with a standard
"A Set of specialized organizational capabilities for enabling value for customers in the
form of services" is the ITIL definition of ? - Answer-Services
ITIL practices are grouped in which main categories
1 General Management
2 Service Management
3 Component Management
4 Technical Management - Answer-1,2,4
Which of the following must information security management establish controls to do?
1 Prevention
2 Detection
3 Correction
4 Recovery - Answer-1,2,3
Which are some of he most critical skills a service desk analyst should possess?
1 Empathy and emotional intelligence
2 Effective communication skills
3 Detailed knowledge of infrastructure components
4 Understanding of business priority - Answer-1,2,4
Which of the following are potential access channel for a service desk practices?
1 Walk-in
2 Email
3 Chatbot
4 Text Messaging - Answer-1,2,3,4
Which of the following are types of change describe in the ITIL guidance?
1 Standard
2 Urgent
3 Emergency
4 Normal - Answer-1,3,4 only
Which of the following are subject to continual improvement?
, 1 Products and Services
2 Practices
3 Service Components
4 The entire Service Value System - Answer-1,2,3,4
Which of these are the dimensions of service management?
1 Organizations and People
2 Hardware and Software
3 Information and Technology
4 Value Streams and processes - Answer-1,3,4
Which practice includes the classification and ownership of queries and requests from
users?
A. Service desk
B. Incident management
C. Change control
D. Service level management - Answer-A. "Service desks provide a clear path for users
to report issues, queries,
and requests, and have them acknowledged, classified, owned, and actioned"
Rationals:
B. Incorrect. The 'incident management' practice deals only with incidents, not
queries and requests. "The purpose of the incident management practice is to
minimize the negative impact of incidents by restoring normal service operation as
quickly as possible". Ref 5.2.5
C. Incorrect. The 'change control' practice deals only with change requests, not
other queries and requests. "The purpose of the change control practice is to
maximize the number of successful service and product changes by ensuring that
risks have been properly assessed, authorizing changes to proceed, and managing
the change schedule". Ref 5.2.4
D. Incorrect. The 'service level management' practice ensures service targets are
met. It does not manage queries and requests from users. "The purpose of the
service level management practice is to set clear business-based targets for service
performance, so that the delivery of a service can be properly assessed, monitored,
and managed against these targets".
Which practice identifies metrics that reflect the customer's experience of a service?
A. Continual improvement
B. Service desk
C. Service level management
D. Problem management - Answer-C. "Service level management identifies metrics and
measures that are a
truthful reflection of the customer's actual experience and level of satisfaction with
the whole service," and "Engagement is needed to understand and confirm the actual
ongoing needs and requirements of customers, not simply what is interpreted
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