ITILFND V4: ITIL 4 Foundation Topic 1
Question #: 212
Topic #: 1
Which TWO of the following statements are MOST associated with the ‘optimize and automate’ guiding principle?
1. It is important to assess which method of communication is appropriate for each type of stakeholder.
2. Complex systems should be designed with an understanding of how the components’ parts are related.
3. Organizations should consider whether technology could improve the efficiency of manual processes.
4. It is important to understand the organization’s objectives when assessing the impact of potential improvements
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
Selected Answer: C
Question #: 331
Topic #: 1
Which is MOST LIKELY to be achieved by following a detailed procedure?
A. Assessing a change
B. Resolving an incident
C. Managing a service request
D. Investigating a problem
Selected Answer: B
Question #: 323
Topic #: 1
What may form part of a service request procedure?
A. The timescale for restoration of service
B. The method of diagnosing the cause
C. Authorization in accordance with a security policy
D. Escalation to the appropriate change authority
Selected Answer: C
Question #: 290
Topic #: 1
Which is an input to the service value system?
A. A need from consumers for new or changed services.
B. The system of directing and controlling an organization
C. A model to help meet stakeholders’ expectations
D. Recommendations to help an organization in all aspects of its work
Selected Answer: A
Question #: 306
Topic #: 1
Why should a service level agreement include bundles of metrics?
A. To reduce the number of metrics that need to be measured and reported
B. To help focus on business outcomes, rather than operational results
C. To ensure that the service levels have been agreed with customers
D. To ensure that all services are included in the service reports
Selected Answer: B
Question #: 303
Topic #: 1
What is the difference between the ‘incident management’ and ‘service desk’ practices?
A. Incident management resolves issues, service desk investigates the underlying causes of issues
B. Incident management restores service operation, service desk provides communication with users
C. Incident management manages interruptions to services, service desk monitors achieved service quality
D. Incident management resolves complex issues, service desk resolves simpler issues
Selected Answer: B
Question #: 224
Topic #: 1
Which activity is NOT recommended by the ‘start where you are’ guiding principle?
A. Involving people who are not familiar with a service when observing and assessing its activities
B. Applying risk management when considering to introduce new processes
C. Using source data to avoid any unintentional data distortion round in reports
D. Discarding existing processes before assessing their usefulness
Selected Answer: D
Question #: 231
Topic #: 1
Which is a key requirement for a successful service level agreements (SLAs)?
A. They should be written using language and terms which all parties will understand
B. They should be based on system-based metrics which are useful to the service provider
C. They should be carried forward, unchanged, from one year to the next to enable consistent service
D. They should avoid ambiguous targets such as those relating to user experience
Selected Answer: A
Question #: 243
Topic #: 1
Which is part of the value proposition of a service?
A. Costs removed from the consumer by the service
B. Costs imposed on the consumer by the service
C. Outputs of the service received by the consumer
D. Risks imposed on the consumer by the service
Selected Answer: A
Question #: 328
Topic #: 1
Which practice needs the right culture to be embedded across the entire organization?
A. Service request management
B. Service level management
C. Change enablement
D. Continual improvement
Selected Answer: D
Question #: 89
Topic #: 1
Which of the following BEST describes a problem?
A. An issue reported by a user
B. The cause of two or more incidents
C. A serious incident which has a critical impact to the business
D. The cause of one or more incidents
Selected Answer: A
Question #: 278
Topic #: 1
Which ITIL process is used to restore normal service operation as quickly as possible?
A. Service level management
B. Incident management
C. Problem management
D. Availability management
Selected Answer: B
Question #: 337
Topic #: 1
Identify the missing word(s) in the following sentence.
The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing [?] and known errors.
A. events
B. changes
C. configuration items
D. workarounds
Selected Answer: D
Question #: 216
Topic #: 1
What is defined as ‘the role that uses services’?
A. Service consumer
B. Customer
C. User
D. Sponsor
Selected Answer: C
Question #: 218
Topic #: 1
What should remain constant within an organization, even when the organizations objectives change?
A. Outputs
B. Guiding principles
C. Service offerings
D. Outcomes
Selected Answer: B
Question #: 220
Topic #: 1
Which practice has a purpose that includes managing authentication and non-repudiation?
A. Information security management
B. Supplier management
C. Service configuration management
D. Relationship management
Selected Answer: B
Question #: 285
Topic #: 1
What ensures that a service provider and a service consumer continually co-create value?
A. Service consumption
B. Service offerings
C. Service relationship management
D. Service level management
Selected Answer: B
Question #: 199
Topic #: 1
Which practice is MOST associated with the use of empathy to understand users?
A. Service desk
B. Continual improvement
C. Service level management
D. Change enablement
Selected Answer: A
Question #: 215
Topic #: 1
Which dimension of service management includes consideration of the type of relationship required with other organizations involved in the design and delivery of services?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes
Selected Answer: C
Question #: 222
Topic #: 1
Which practice handles all pre-defined user-initiated service actions?
A. Deployment management
B. Incident management
C. Service level management
D. Service request management
Selected Answer: A
Question #: 232
Topic #: 1
Which is an example of a service request?
A. A request for normal operation to be restored
B. A request to implement a security patch
C. A request for access to a file
D. A request to investigate the cause of an incident
Selected Answer: B
Question #: 249
Topic #: 1
What role would be MOST suitable for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?
A. Service level manager
B. Service desk agent
C. Change authority
D. Problem analyst
Selected Answer: C
Question #: 250
Topic #: 1
Which is the addition, modification or removal of anything that could have an effect on services?
A. A change
B. An event
C. A service request
D. A problem
Selected Answer: B
Question #: 318
Topic #: 1
What is included in the purpose of the ‘IT asset management’ practice?
A. Supporting decision-making about purchase, re-use, retirement, and disposal of assets
B. Providing information on how assets are configured and the relationships between them
C. Making new and changed assets available for use
D. Moving assets to live or other environments for testing or staging
Selected Answer: D
Question #: 324
Topic #: 1
When applying the ‘collaborate and promote visibility’ principle to an organization’s initiative, which is NOT a necessary action?
A. Basing decisions about the initiative on visible data
B. Communicating information about the initiative to other parts of the organization
C. Ensuring everyone involved in the initiative is in agreement about it before starting
D. Considering different methods of communication for the different audiences
Selected Answer: C
Question #: 325
Topic #: 1
Which practice identifies changes of state related to infrastructure, services, and business processes?
A. Monitoring and event management
B. Service configuration management
C. Change enablement
D. Information security management
Selected Answer: A
Question #: 335
Topic #: 1
What are the KEY stakeholder groups that service providers should cooperate with?
A. Suppliers
B. Customers
C. Relationship managers
D. Developers
Selected Answer: B
Question #: 334
Topic #: 1
What ensures that service providers and service consumers continue to create value together?
A. Service consumption
B. Service offerings
C. Service level management
D. Service relationship management
Selected Answer: D
Question #: 342
Topic #: 1
A user wants to know how to create a report, so they come into contact with the service desk.
Which practice is MOST LIKELY to help with the solution of this issue?
A. Incident management
B. Service level management
C. Service request management
D. Change enablement
Selected Answer: C
Question #: 341
Topic #: 1
Which practice guarantees that users have a range of access channels to choose from to report problems?
A. Service desk
B. Service level management
C. Incident management
D. Change enablement
Selected Answer: A
Question #: 340
Topic #: 1
What is MOST LIKELY to be handled as a service request?
A. Managing an interruption to a service
B. An emergency change to apply a security patch
C. The implementation of a workaround
D. Providing a virtual server for a development team
Selected Answer: D
Question #: 293
Topic #: 1
What is the cause, or potential cause, of one or more incidents?
A. A problem
B. A known error
C. An event
D. A change
Selected Answer: A
Question #: 348
Topic #: 1
Which statement about a ‘continual improvement register (CIR)’ is TRUE?
A. Used to help plan changes, assist in communication, avoid conflicts, and assign resources
B. Used to select the right method, model or technique for identifying improvements
C. Used to track and manage improvement ideas from identification through to final action
D. Used to provide a formal description of one or more services, designed to address the needs of a target consumer group
Selected Answer: B
Question #: 164
Topic #: 1
Which of the following availability management activities is/are considered to be proactive as opposed to reactive?
1. Monitoring system availability
2. Designing availability into a proposed solution
A. None of the above
B. Both of the above
C. 1 only
D. 2 only
Selected Answer: B
Question #: 273
Topic #: 1
A user contacts the service desk to ask how they can create a report.
Which practice is MOST LIKELY to contribute to resolving this issue?
A. Incident management
B. Service level management
C. Service request management
D. Change enablement
Selected Answer: C
Question #: 336
Topic #: 1
Which statement about the purpose of the Monitoring and event management practice is TRUE?
A. Minimize the negative impact of incidents by restoring normal service operation as quickly as possible
B. Support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
C. Systematically observe services and service components, and record and report selected changes of state identified as events
D. Maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorized and managed within a schedule
Selected Answer: C
Question #: 283
Topic #: 1
Which statement about service offerings is CORRECT?
A. The same product can be used as a basis for more than one service offering
B. Service offerings include the transfer of goods from the consumer to the provider
C. Service offerings describe service actions performed by users
D. Each service should be described to consumers as a single service offering
Selected Answer: A
Question #: 284
Topic #: 1
What is a problem that has been analyzed but has not been resolved?
A. Workaround
B. Incident
C. Known error
D. Event
Selected Answer: C
Question #: 346
Topic #: 1
Which of the following statements is included in the ‘improve’ value chain activity’s purpose?
A. Ensure the continual improvement of practices across all value chain activities
B. Ensure services continually meet expectations for quality, costs, and time to market
C. Ensure a shared understanding of the improvement direction for services across the organization
D. Ensure continual engagement and good relationships with all stakeholders
Selected Answer: A
Question #: 349
Topic #: 1
Which of the following practices suggests that organizations should develop competencies in methodologies and techniques, like SWOT (strength, weakness, opportunity and threat) analysis and balanced scorecard review, in order to meet their needs?
A. incident management
B. Continual improvement
C. Service request management
D. Change enablement
Selected Answer: B
Question #: 255
Topic #: 1
Which facilitates outcomes that customers want to achieve?
A. Service
B. Warranty
C. Organization
D. IT asset
Selected Answer: A
Question #: 314
Topic #: 1
Which statement about the inputs and outputs of the value chain activities is CORRECT?
A. Each value chain activity receives inputs and provides outputs
B. The organization’s governance will determine the inputs and outputs of each value chain activity
C. Some value chain activities only have inputs, whereas others only have outputs
D. Inputs and outputs are fixed for each value chain activity
Selected Answer: A
Question #: 268
Topic #: 1
What term describes assurance that a product or service will meet its agreed requirements?
A. Underpinning contract
B. Warranty
C. Service level agreement
D. Utility
Selected Answer: B
Question #: 321
Topic #: 1
What is used as a tool to help define and measure performance?
A. A change schedule
B. An incident record
C. A continual improvement register
D. A service level agreement
Selected Answer: D
Question #: 281
Topic #: 1
Which practice nurtures links with stakeholders at strategic and tactical levels?
A. Supplier management
B. Relationship management
C. Service desk
D. Service level management
Selected Answer: B
Question #: 225
Topic #: 1
What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required?
A. Serviceability
B. Availability
C. Capacity
D. Continuity
Selected Answer: B
Question #: 23
Topic #: 1
What are the categories of event described in the UIL service operation book?
A. Informational, scheduled, normal
B. Scheduled, unscheduled, emergency
C. Informational, warning, exception
D. Warning, reactive, proactive
Selected Answer: C
Question #: 254
Topic #: 1
Which is described by the ‘organizations and people’ dimension of service management?
A. Workflows and controls
B. Communication and collaboration
C. Inputs and outputs
D. Contracts and agreements
Selected Answer: B
Question #: 200
Topic #: 1
Identify the missing word in the following sentence:
A customer defines the [?] for a service and takes responsibility for the outcomes of service consumption.
A. requirements
B. resources
C. suppliers
D. products
Selected Answer: A
Question #: 253
Topic #: 1
What is a problem that has been analyzed but has not been resolved?
A. Workaround
B. Incident
C. Known error
D. Risk
Selected Answer: A
Question #: 312
Topic #: 1
What is a user?
A. The role that defines the requirements for a service
B. The role that directs and controls an organization
C. The role that uses services
D. The role that authorizes budget for service consumption
Selected Answer: C
Question #: 297
Topic #: 1
Which is a financially valuable component that can contribute to the delivery of a service?
A. Sponsor
B. Configuration item
C. IT asset
D. Service offering
Selected Answer: C
Question #: 338
Topic #: 1
Which describes an unresolved problem which has been already analysed?
A. A workaround
B. An incident
C. A known error
D. A risk
Selected Answer: C
Question #: 343
Topic #: 1
How can service consumers contribute to risk mitigation?
A. Through the provision of services according to predefined needs
B. By ensuring that the service provider has configured correctly its resources
C. By being fully aware of their own requirements for the service
D. By controlling the specific level of risk on the service provider’s behalf
Selected Answer: C
Question #: 345
Topic #: 1
Which of the following guiding principles proposes the elimination of unnecessary work?
A. Keep it simple and practical
B. Think and work holistically
C. Start where you are
D. Progress iteratively with feedback
Selected Answer: A
Question #: 347
Topic #: 1
Which of the following statements about change authorization is CORRECT?
A. Every time a standard change is requested a change authority is assigned
B. The technician making an emergency change can authorize such changes
C. The change type and model is the basis for assigning the change authority
D. Ensuring that changes are authorized after their deployment is done by the change authority
Selected Answer: A
Question #: 205
Topic #: 1
Which of the following is the BEST description of a centralized service desk?
A. The desk is co-located within or physically close to the user community it serves
B. The desk uses technology and other support tools to give the impression that multiple desk locations are in one place
C. The desk provides 24 hour global support
D. There is a single desk in one location serving the whole organization
Selected Answer: C
Question #: 99
Topic #: 1
Which practice would help a user gain access to an application that they need to use?
A. Service configuration management
B. Change enablement
C. Service request management
D. Service level management
Selected Answer: C
Question #: 100
Topic #: 1
What is used to link activities within the service value chain?
A. Service level agreements
B. Inputs, outputs and triggers
C. Opportunity, demand and value
D. Service desk
Selected Answer: B
Question #: 113
Topic #: 1
What describes the steps needed to create and deliver a specific service to a consumer?
A. Service management
B. Practices
C. A value stream
D. Service level management
Selected Answer: C
Question #: 104
Topic #: 1
What is an incident?
A. The planned removal of an item that might affect a service
B. A result enabled by one or more outputs
C. A possible future event that could cause harm
D. A service interruption resolved by the use of self-help tools
Selected Answer: D
Question #: 56
Topic #: 1
Which is an example of a business related measurement?
A. The number of passengers checked in
B. The average time to respond to change requests
C. The average resolution time for incidents
D. The number of problems resolved
Selected Answer: A
Question #: 222
Topic #: 1
Which of the following statements MOST correctly identifies the scope of design coordination activities?
A. Only changes that introduce new services are included
B. All changes are mandated to be included
C. Only changes to business critical systems are included
D. Any changes that would benefit the organization are included
Selected Answer: A
Question #: 18
Topic #: 1
Identify the missing word(s) in the following sentence:
The service desk should be the entry point and single point of contact for the [?] with all of its users.
A. Service consumer
B. Service provider
C. Customer
D. Supplier
Selected Answer: B
