ITILFND V4: ITIL 4 Foundation

Question #: 78
Topic #: 1
What is the definition of a known error?

A. An unplanned interruption to a service, or reduction in the quality of a service
B. A cause, or potential cause, of one or more incident
C. A problem that has been analyzed and has not been resolved
D. Any change of state that has significance for the management of a service or other configuration item (CI)

Selected Answer: C

Question #: 95
Topic #: 1
Which is handled as a service request?

A. An investigation to identify the cause of an incident
B. A compliment about an IT support team
C. The failure of an IT service
D. An emergency change to implement a security patch

Selected Answer: A

Question #: 71
Topic #: 1
What actions does a service desk take for all issues, queries and requests that are reported to them?

A. Schedule, assess, authorize
B. Diagnose, investigate, resolve
C. Initiate, approve, fulfil
D. Acknowledge, classify, own

Selected Answer: D

Question #: 91
Topic #: 1
Which statement about the ‘change enablement’ practice is CORRECT?

A. Service requests are usually normal changes that can be implemented quickly without authorization
B. Emergency changes are changes that must be fully tested and fully documented prior to implementation
C. Standard changes are changes that need to be scheduled, assessed and authorized following a standard process
D. Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited

Selected Answer: D

Question #: 51
Topic #: 1
Which will NOT be handled as a service request?

A. The degradation of a service
B. The replacement of a toner cartridge
C. The provision of a laptop
D. A complaint about a support team

Selected Answer: A

Question #: 41
Topic #: 1
Identify the missing words in the following sentence:
A user is [?] that uses services.

A. an organization
B. a role
C. a team
D. a supplier

Selected Answer: B

Question #: 23
Topic #: 1
Which is an external input to the service value chain?

A. The ‘improve’ value chain activity
B. An overall plan
C. Customer requirements
D. Feedback loops

Selected Answer: C

Question #: 1
Topic #: 1
Which role is responsible for carrying out the activities of a process?

A. Process owner
B. Change manager
C. Service manager
D. Process practitioner

Selected Answer: D

Question #: 4
Topic #: 1
Which gives a user access to a system?

A. Service requirement
B. Service agreement
C. Service consumption
D. Service provision

Selected Answer: D

Question #: 75
Topic #: 1
Which value chain activity ensures that service components meet agreed specifications?

A. Plan
B. Design and transition
C. Obtain/build
D. Deliver and support

Selected Answer: C

Question #: 74
Topic #: 1
Which usually requires a team of representatives from many stakeholder groups?

A. Fulfilling a service request
B. Authorizing an emergency change
C. Logging a new problem
D. Investigating a major incident

Selected Answer: D

Question #: 72
Topic #: 1
Which describes the utility of a service?

A. A service that is fit for use
B. A service that meets its service level targets
C. A service that increases constraints on the consumer
D. A service that supports the performance of the consumer

Selected Answer: A

Question #: 96
Topic #: 1
Which is a key requirement for a successful service level agreement (SLA)?

A. Using individual metrics that relate to the service catalogue
B. Using bundled metrics to relate performance to outcomes
C. Using single-system-based metrics that relate to outputs
D. Using an agreement between the service provider and service supplier

Selected Answer: B

Question #: 98
Topic #: 1
Which practice recommends using tools for collaboration and the automated matching of symptoms?

A. Problem management
B. Service level management
C. Incident management
D. Service request management

Selected Answer: A

Question #: 123
Topic #: 1
Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?

A. Service desk
B. Monitoring and event management
C. Service level management
D. Continual improvement

Selected Answer: D

Question #: 146
Topic #: 1
Which action is performed by a service provider?

A. Requesting required service actions
B. Authorizing budget for service consumption
C. Ensuring access to agreed resources
D. Receiving of the agreed goods

Selected Answer: C

Question #: 136
Topic #: 1
Which dimension of service management considers the workflows and controls needed to deliver services?

A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes

Selected Answer: D

Question #: 82
Topic #: 1
Which term relates to service levels aligned with the needs of service consumers?

A. Service management
B. Warranty
C. Cost
D. Utility

Selected Answer: B

Question #: 141
Topic #: 1
Which statement about problems is CORRECT?

A. Problems are not related to incidents
B. Problems must be resolved quickly in order to restore normal business activity
C. Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis
D. Problem prioritization involves risk assessment

Selected Answer: D

Question #: 147
Topic #: 1
Which step of the continual improvement model includes baseline assessments?

A. Did we get there?
B. Where are we now?
C. What is the vision?
D. Where do we want to be?

Selected Answer: B

Question #: 172
Topic #: 1
Which TWO are considered part of the ‘organizations and people’ dimension of service management?
1. Systems of authority
2. Culture
3. Relationships between organizations
4. Workflows

A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4

Selected Answer: A

Question #: 93
Topic #: 1
What can a service remove from the consumer and impose on the consumer?

A. Utility
B. Asset
C. Cost
D. Outcome

Selected Answer: C

Question #: 116
Topic #: 1
Which does the ITIL service value system discourage?

A. Coordinated authorities and responsibilities
B. Organizational silos
C. Interfaces among practices
D. Organizational agility

Selected Answer: D

Question #: 173
Topic #: 1
Which statement about the ‘service request management’ practice is CORRECT?

A. Service requests are fulfilled using simple workflows
B. A new workflow is created for each type of request
C. Additional approval is sometimes needed for restoration of service
D. Financial authorization is sometimes required for service requests

Selected Answer: D

Question #: 65
Topic #: 1
Which practice is responsible for moving new or changed components to live or other environments?

A. Release management
B. Deployment management
C. Change enablement
D. Supplier management

Selected Answer: B

Question #: 111
Topic #: 1
What is important for a ‘continual improvement register’ (CIR)?

A. Improvement ideas are documented, assessed and prioritized
B. Improvement ideas from many sources are kept in a single CIR
C. Improvement ideas that are not being actioned immediately are removed from the CIR
D. Improvement ideas are tested, funded and agreed

Selected Answer: A

Question #: 77
Topic #: 1
Which practice needs people who understand complex systems and have creative and analytical skills?

A. Change enablement
B. Service level management
C. Service request management
D. Problem management

Selected Answer: D

Question #: 158
Topic #: 1
Which statement about the ‘continual improvement model’ is CORRECT?

A. Organizations should work through the steps of the model in the sequence in which they are presented
B. The flow of the model helps organizations to link improvements to its goals
C. The model is applicable to only certain parts of the service value system
D. Organizations should use an additional model or method to link improvements to customer value

Selected Answer: B

Question #: 9
Topic #: 1
Which statement about the use of measurement in the ‘start where you are’ guiding principle is CORRECT?

A. It should always be used to support direct observation
B. It should always be used instead of direct observation
C. Measured data is always more accurate than direct observation
D. The act of measuring always positively impacts results

Selected Answer: A

Question #: 102
Topic #: 1
Which is included in the purpose of the ‘deliver and support’ value chain activity?

A. Meeting stakeholder expectations for time to market
B. Understanding the organization’s service vision
C. Understanding stakeholder needs
D. Providing services to agreed specifications

Selected Answer: D

Question #: 184
Topic #: 1
Which MOST helps an organization adapt ITIL concepts so that they apply to the organization’s specific circumstances?

A. Continual improvement
B. Service value chain
C. Practices
D. Guiding principles

Selected Answer: D

Question #: 85
Topic #: 1
Which approach is CORRECT when applying the guiding principle ‘keep it simple and practical’?

A. Only add controls and metrics when they are needed
B. Design controls and metrics first, then remove those not adding value
C. Design controls and metrics and add them individually until all are implemented
D. Only add controls and metrics that are required for compliance

Selected Answer: B

Question #: 144
Topic #: 1
Which should be handled by ‘service request management’?

A. A request to implement a security patch
B. A request to provide a laptop
C. A request to resolve an error in a service
D. A request to change a target in a service level agreement

Selected Answer: B

Question #: 132
Topic #: 1
When should a workaround be created?

A. As soon as possible, once the incident is logged
B. After the resolution of a problem
C. When a problem cannot be resolved quickly
D. When a potential permanent solution has been identified

Selected Answer: C

Question #: 135
Topic #: 1
Which is a use of the change schedule?

A. Assigning resources to changes
B. Deciding the approval authority for changes
C. Automating the change process
D. Creating change models

Selected Answer: A

Question #: 143
Topic #: 1
Which is one of the MAIN concerns of the ‘design and transition’ value chain activity?

A. Understanding the organization’s vision
B. Understanding stakeholder needs
C. Meeting stakeholder expectations
D. Ensuring service components are available

Selected Answer: C

Question #: 20
Topic #: 1
Which is a result of applying the guiding principle ‘progress iteratively with feedback’?

A. The ability to discover and respond to failure earlier
B. Standardization of practices and services
C. Understanding the customer’s perception of value
D. Understanding the current state and identifying what can be reused

Selected Answer: B

Question #: 84
Topic #: 1
What are guiding principles?

A. A set of interconnected activities that help an organization deliver a valuable service
B. A description of one or more services that help address the needs of a target consumer group
C. A set of specialized organizational capabilities for enabling value for customers
D. Recommendations that help an organization when adopting a service management approach

Selected Answer: D

Question #: 97
Topic #: 1
Which is considered by the ‘partners and suppliers’ dimension?

A. Using artificial intelligence
B. Defining controls and procedures
C. Using formal roles and responsibilities
D. Working with an integrator to manage relationships

Selected Answer: D

Question #: 142
Topic #: 1
Which is a risk that might be removed from a service consumer by an IT service?

A. Service provider ceasing to trade
B. Security breach
C. Failure of server hardware
D. Cost of purchasing servers

Selected Answer: C

Question #: 185
Topic #: 1
What is the MAIN benefit of ‘problem management’?

A. Restoring normal service as quickly as possible
B. Reducing the number and impact of incidents
C. Maximizing the number of successful changes
D. Managing workarounds and known errors

Selected Answer: D

Question #: 190
Topic #: 1
Which type of change is MOST LIKELY to be initiated as part of the ‘service request management’ practice?

A. A normal change
B. An emergency change
C. A standard change
D. A change model

Selected Answer: C

Question #: 3
Topic #: 1
What is a set of specialized organizational capabilities for enabling value for customers in the form of services?

A. Service offering
B. Service provision
C. Service management
D. Service consumption

Selected Answer: C

Question #: 26
Topic #: 1
What is defined as an unplanned interruption or reduction in the quality of a service?

A. An incident
B. A problem
C. A change
D. An event

Selected Answer: A

Question #: 86
Topic #: 1
What is the purpose of the ‘problem management’ practice?

A. To protect the information needed by the organization to conduct its business
B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
C. To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services
D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

Selected Answer: B

Question #: 2
Topic #: 1
Why should some service requests be fulfilled with no additional approvals?

A. To ensure that spending is properly accounted for
B. To ensure that information security requirements are met
C. To streamline the fulfilment workflow
D. To set user expectations for fulfilment times

Selected Answer: C

Question #: 107
Topic #: 1
What is the PRIMARY use of a change schedule?

A. To support the ‘incident management’ practice and improvement planning
B. To manage emergency changes
C. To plan changes and help avoid conflicts
D. To manage standard changes

Selected Answer: C

Question #: 108
Topic #: 1
Which guiding principle focuses on reducing costs and human errors?

A. Focus on value
B. Collaborate and promote visibility
C. Optimize and automate
D. Think and work holistically

Selected Answer: C

Question #: 25
Topic #: 1
What is the purpose of the ‘incident management’ practice?

A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
B. To capture demand for incident resolution and service requests
C. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
D. To support the agreed service quality by effective handling of all agreed user-initiated service requests

Selected Answer: A

Question #: 12
Topic #: 1
Which practice makes new services available for use?

A. Change enablement
B. Release management
C. Deployment management
D. IT asset management

Selected Answer: B

Question #: 14
Topic #: 1
Which guiding principle considers the importance of customer loyalty?

A. Progress iteratively with feedback
B. Focus on value
C. Optimize and automate
D. Start where you are

Selected Answer: B

Question #: 28
Topic #: 1
What can help to reduce resistance to a planned improvement when applying the guiding principle ‘collaborate and promote visibility’?

A. Restricting information about the improvement to essential stakeholders only
B. Increasing collaboration and visibility for the improvement
C. Involving customers after all planning has been completed
D. Engaging every stakeholder group in the same way, with the same communication

Selected Answer: B

Question #: 154
Topic #: 1
Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?

A. Progress iteratively with feedback
B. Collaborate and promote visibility
C. Think and work holistically
D. Keep it simple and practical

Selected Answer: D

Question #: 156
Topic #: 1
Which statement about outcomes is CORRECT?

A. Outcomes rely on outputs to deliver results for a stakeholder
B. Outcomes use activities to produce tangible or intangible deliverables
C. Outcomes give service consumers assurance of products or services
D. Outcomes help a service consumer to assess the cost of a specific activity

Selected Answer: A

Question #: 157
Topic #: 1
Which skill is required by the ‘service level management’ practice?

A. Supplier management
B. Technical expertise
C. Event monitoring
D. Problem management

Selected Answer: A

Question #: 159
Topic #: 1
What is the definition of warranty?

A. A means of identifying events that could cause harm or loss
B. A means of determining whether a service is fit for purpose
C. A means of identifying a result for a stakeholder
D. A means of determining whether a service is fit for use

Selected Answer: D

Question #: 161
Topic #: 1
Which statement about value creating activities is CORRECT?

A. Each value stream should be designed with a specific combination of service value chain activities
B. Service value chain activities have pre-determined dependencies on ITIL practices
C. A value stream is an operating model for creating value through products and services
D. Organizations should ensure that each value stream is applicable to many scenarios

Selected Answer: A

Question #: 166
Topic #: 1
Identify the missing words in the following sentence:
The ‘incident management’ practice should maintain [?] for logging and managing incidents.

A. a dedicated team
B. a formal process
C. detailed procedures
D. a value chain activity

Selected Answer: B

Question #: 169
Topic #: 1
Which is an activity of ‘problem identification’?

A. Analyzing information from software developers
B. Establishing problem workarounds
C. Analyzing the cause of problems
D. Establishing potential permanent solutions

Selected Answer: A

Question #: 110
Topic #: 1
Which is a key activity carried out in the ‘did we get there?’ step of the ‘continual improvement’ model?

A. Define measurable targets
B. Perform baseline assessments
C. Execute improvement actions
D. Evaluate measurements and metrics

Selected Answer: D

Question #: 114
Topic #: 1
Which helps to manage an incident when it is unclear which support team should be working on the incident?

A. Disaster recovery plans
B. Swarming
C. Target resolution times
D. Self-help

Selected Answer: D

Question #: 168
Topic #: 1
Which TWO statements about the guiding principles are CORRECT?
1. The guiding principles support continual improvement
2. Each guiding principle applies to a selection of the available stakeholder groups
3. Organizations should decide which one of the guiding principles is relevant to them
4. Organizations should consider how the guiding principles interact with each other

A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4

Selected Answer: C

Question #: 163
Topic #: 1
Which is part of the ‘focus on value’ guiding principle?

A. Understanding what services help the service consumer
B. Reducing the number of steps in the customer experience
C. Assessing services to identify parts that can be reused
D. Identifying activities that can be achieved in smaller iterations

Selected Answer: A

Question #: 126
Topic #: 1
Which helps to streamline the fulfilment of service requests?

A. Understanding which service requests can be accomplished with limited approvals
B. Creating new workflows for every service request
C. Separating requests relating to service failures from the degradation of services
D. Eliminating service requests which have complex workflows

Selected Answer: D