ITILFND V4: ITIL 4 Foundation

Question #: 138
Topic #: 1
Which statement about the ‘incident management’ practice is CORRECT?

A. It identifies the cause of major incidents
B. It authorizes changes to resolve incidents
C. It maintains detailed procedures for diagnosing incidents
D. It resolves the highest impact incidents first

Selected Answer: B

Question #: 52
Topic #: 1
A service offering may include goods, access to resources, and service actions. Which is an example of a service action?

A. A mobile phone enables a user to work remotely
B. A password allows a user connect to a WiFi network
C. A license allows a user to install a software product
D. A service desk agent provides support to a user

Selected Answer: D

Question #: 178
Topic #: 1
Identify the missing word in the following sentence:
A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve, without the customer having to manage specific costs and risks.

A. utility
B. warranty
C. outcomes
D. outputs

Selected Answer: B

Question #: 24
Topic #: 1
What term is used to describe whether a service will meet availability, capacity and security requirements?

A. Outcomes
B. Value
C. Utility
D. Warranty

Selected Answer: D

Question #: 179
Topic #: 1
Which is a low risk change that has been pre-approved so that no additional authorization is needed?

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

Selected Answer: D

Question #: 180
Topic #: 1
Which describes the ‘plan’ value chain activity?

A. It ensures a shared understanding of the current status and vision for all products and services across the organization
B. It ensures that services are delivered and supported according to agreed specifications and stakeholders’ expectations
C. It ensures that service components are available when and where they are needed, and meet agreed specifications
D. It ensures continual improvement of products, services, and practices across all value chain activities

Selected Answer: A

Question #: 149
Topic #: 1
Which is NOT a component of the service value system?

A. The service value chain
B. Opportunity and demand
C. Continual improvement
D. Governance

Selected Answer: A

Question #: 189
Topic #: 1
Which dimension considers the application of artificial intelligence to service management?

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

Selected Answer: A

Question #: 64
Topic #: 1
Which statement about service requests is CORRECT?

A. Complex service requests should be dealt with as normal changes
B. Service requests that require simple workflows should be dealt with as incidents
C. Service requests require workflows that should use manual procedures and avoid automation
D. Service requests are usually formalized using standard procedures for initiation, approval and fulfilment

Selected Answer: D

Question #: 183
Topic #: 1
What is defined as any financially valuable component that can contribute to the delivery of a service?

A. Configuration item
B. Product
C. IT asset
D. Event

Selected Answer: C

Question #: 103
Topic #: 1
Which are elements of the service value system?

A. Service provision, service consumption, service relationship management
B. Governance, service value chain, practices
C. Outcomes, utility, warranty
D. Customer value, stakeholder value, organization

Selected Answer: B

Question #: 68
Topic #: 1
What must always be done before an activity is automated?

A. Check that the activity has already been optimized
B. Check that suitable new technology has been purchased
C. Ensure that DevOps has been successfully implemented
D. Ensure the solution removes the need for human intervention

Selected Answer: A

Question #: 31
Topic #: 1
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

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

Selected Answer: A

Question #: 44
Topic #: 1
In which step of the ‘continual improvement model’ is an improvement plan implemented?

A. What is the vision?
B. How do we get there?
C. Take action
D. Did we get there?

Selected Answer: C

Question #: 101
Topic #: 1
Which two practices use workarounds?

A. Change enablement and continual improvement
B. Change enablement and problem management
C. Problem management and incident management
D. Incident management and continual improvement

Selected Answer: C

Question #: 10
Topic #: 1
Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?

A. Service desk
B. Service request management
C. Service level management
D. Service configuration management

Selected Answer: C

Question #: 70
Topic #: 1
Which role approves the cost of services?

A. User
B. Change authority
C. Sponsor
D. Customer

Selected Answer: C

Question #: 73
Topic #: 1
Which is included in the purpose of the ‘service level management’ practice?

A. To maximize the number of successful service and product changes
B. To ensure accurate information about the configuration of services is available
C. To set clear business-based targets for service levels
D. To ensure that suppliers and their performance are managed appropriately

Selected Answer: C

Question #: 83
Topic #: 1
Which directly assists with the diagnosis and resolution of simple incidents?

A. Scripts for collecting user information
B. Use of shift working patterns
C. Fulfilment of service requests
D. Creation of a temporary team

Selected Answer: A

Question #: 127
Topic #: 1
Which statement about outcomes is CORRECT?

A. They are deliverables provided to service consumers
B. They allow service consumers to achieve a desired result
C. They provide products to service providers based on outputs
D. They co-create value for service providers by reducing costs and risks

Selected Answer: B

Question #: 49
Topic #: 1
Which statement about change authorities is CORRECT?

A. Change authorities are only required for authorizing emergency changes
B. Change authorities are assigned when each change is deployed
C. Change authorities are only required for authorizing normal changes
D. Change authorities are assigned for each type of change and change model

Selected Answer: D

Question #: 191
Topic #: 1
Which benefit is MOST aligned with the guiding principle ‘progress iteratively with feedback’?

A. Service providers are able to respond more quickly to customer needs
B. Bottlenecks in the service provider’s workflow are identified
C. The complexities of the service provider’s IT systems are identified
D. The service provider gains a better understanding of the customer experience

Selected Answer: D

Question #: 17
Topic #: 1
What impact does automation have on a service desk?

A. Less low level work and a greater ability to focus on user experience
B. Increased phone contact and a reduced ability to focus on user experience
C. Ability to work from multiple locations, geographically dispersed
D. Ability to work from a single centralized location

Selected Answer: A

Question #: 192
Topic #: 1
Which costs are included in the value proposition of a service?

A. Additional expense that the service consumer has because they are using the service
B. Money that the service consumer no longer needs to spend because they are using the service
C. Tangible or intangible results for the service consumer because they are using the service
D. The benefits, usefulness, and importance of the service that are perceived by the service consumer

Selected Answer: B

Question #: 60
Topic #: 1
Which practice provides a communications point for users to report operational issues, queries and requests?

A. Incident management
B. Continual improvement
C. Service desk
D. Relationship management

Selected Answer: C

Question #: 57
Topic #: 1
Which BEST describes the purpose of the ‘improve’ value chain activity?

A. To organize a major improvement initiative into several smaller initiatives
B. To make new and improved services and features available for use
C. To ensure a shared understanding of the vision and improvement direction for all products and services
D. To continually improve all products and services across all value chain activities

Selected Answer: D

Question #: 61
Topic #: 1
Which dimension is MOST concerned with skills, competencies, roles and responsibilities?

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

Selected Answer: A

Question #: 193
Topic #: 1
Identify the missing word in the following sentence:
A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect on services.

A. problem
B. risk
C. change
D. configuration item

Selected Answer: C

Question #: 59
Topic #: 1
What is the definition of a problem?

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 incidents
C. An incident for which a full resolution is not yet available
D. Any change of state that has significance for the management of a configuration item (CI)

Selected Answer: B

Question #: 19
Topic #: 1
What aspect of ‘service level management’ asks service consumers what their work involves and how technology helps them?

A. Customer engagement
B. Operational metrics
C. Business metrics
D. Customer feedback

Selected Answer: A

Question #: 53
Topic #: 1
Which describes a CORRECT approach to change authorization?

A. Changes included in the change schedule are pre-authorized and do not need additional authorization
B. Normal changes should be assessed and authorized before they are deployed
C. Emergency changes should be authorized by as many people as possible to reduce risk
D. Normal changes are typically implemented as service requests and authorized by the service desk

Selected Answer: B

Question #: 194
Topic #: 1
Which of the four dimensions includes the knowledge bases needed to deliver and manage services?

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

Selected Answer: B

Question #: 50
Topic #: 1
Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

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

Selected Answer: C

Question #: 162
Topic #: 1
Which is provided by the ‘engage’ value chain activity?

A. Ensuring that stakeholder expectations for quality are met
B. Ensuring that stakeholder needs are understood by the organization
C. Ensuring that service components are available when needed
D. Ensuring that services are operated to meet agreed specifications

Selected Answer: B

Question #: 165
Topic #: 1
Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?

A. Focus on value
B. Start where you are
C. Think and work holistically
D. Keep it simple and practical

Selected Answer: D

Question #: 89
Topic #: 1
What is recommended by the guiding principle ‘progress iteratively with feedback’?

A. A current state assessment that is carried out at the start of an improvement initiative
B. The identification of all interested parts at the start of an improvement initiative
C. An improvement initiative that is broken into a number of manageable sections
D. An assessment of how all the parts of an organization will affect an improvement initiative

Selected Answer: B

Question #: 188
Topic #: 1
Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?

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

Selected Answer: C

Question #: 182
Topic #: 1
Which statement about the ‘optimize and automate’ guiding principle is CORRECT?

A. Activities should be automated before they are optimized
B. Automation is best applied to non-standard tasks
C. Technology eliminates the need for human intervention
D. Automation frees human resources for more complex activities

Selected Answer: D

Question #: 109
Topic #: 1
Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?

A. Start where you are
B. Collaborate and promote visibility
C. Progress iteratively with feedback
D. Think and work holistically

Selected Answer: C

Question #: 164
Topic #: 1
Which is part of the definition of a customer?

A. The role that defines the requirements for a service
B. A means of enabling value co-creation
C. The role that authorizes budget for service consumption
D. A set of specialized organizational capabilities for enabling value

Selected Answer: A

Question #: 46
Topic #: 1
Which statement about the automation of service requests is CORRECT?

A. Service requests that cannot be automated should be handled as incidents
B. Service requests and their fulfilment should be automated as much as possible
C. Service requests that cannot be automated should be handled as problems
D. Service requests and their fulfilment should be carried out by service desk staff without automation

Selected Answer: B

Question #: 117
Topic #: 1
An SLA is a service level agreement. Which describes the ‘watermelon SLA’ effect?

A. A single SLA defines target service levels for multiple customers, so every customer sees reports about other customers’ experiences
B. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied
C. SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed
D. Introducing SLAs for a service enables customers to see that the service provider is doing a really good job, so this improves satisfaction

Selected Answer: C

Question #: 20
Topic #: 1
What is the result of carrying out an activity, following a process or delivering an IT service known as?

A. Outcome
B. Incident
C. Change
D. Problem

Selected Answer: D

Question #: 21
Topic #: 1
Which process is responsible for managing relationships with vendors?

A. Change management
B. Service portfolio management
C. Supplier management
D. Continual service improvement

Selected Answer: B

Question #: 155
Topic #: 1
What is the purpose of the ‘monitoring and event management’ practice?

A. To restore normal service operation as quickly as possible
B. To manage workarounds and known errors
C. To capture demand for incident resolution and service requests
D. To systematically observe services and service components

Selected Answer: D

Question #: 76
Topic #: 1
What includes governance as a component?

A. Practices
B. The service value chain
C. The service value system
D. The guiding principles

Selected Answer: C

Question #: 87
Topic #: 1
Which practice forms a link between the service provider and the users of services?

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

Selected Answer: D

Question #: 148
Topic #: 1
Which describes a ‘change authority’?

A. A model used to determine who will assess a change
B. A person who approves a change
C. A tool used to help plan changes
D. A way to manage the people aspects of change

Selected Answer: B

Question #: 129
Topic #: 1
Identify the missing word in the following sentence.
The purpose of the ‘supplier management’ practice is to ensure that the organization’s suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.

A. measured
B. rewarded
C. managed
D. defined

Selected Answer: C

Question #: 130
Topic #: 1
Identify the missing words in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the [?], and the CIs that support them, is available when and where it is needed.

A. relationships with suppliers
B. configuration of services
C. skills of people
D. authorization of changes

Selected Answer: B

Question #: 120
Topic #: 1
Which TWO are important aspects of the ‘service request management’ practice?
1. Standardization and automation
2. Providing a variety of channels for access
3. Establishing a shared view of targets
4. Policies for approvals

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

Selected Answer: A

Question #: 80
Topic #: 1
What are typically recognized through notifications created by an IT service, CI or monitoring tool?

A. Incidents
B. Problems
C. Events
D. Requests

Selected Answer: C

Question #: 81
Topic #: 1
Which dimension considers data security and privacy?

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

Selected Answer: B

Question #: 88
Topic #: 1
Which is a purpose of release management?

A. To protect the organization’s information
B. To handle user-initiated service requests
C. To make new and changed services available for use
D. To move hardware and software to live environments

Selected Answer: C

Question #: 90
Topic #: 1
Which guiding principle considers customer and user experience?

A. Collaborate and promote visibility
B. Focus on value
C. Start where you are
D. Keep it simple and practical

Selected Answer: C

Question #: 67
Topic #: 1
Which of these activities is carried out as part of ‘problem management’?

A. Creating incident records
B. Diagnosing and resolving incidents
C. Escalating incidents to a support team for resolution
D. Trend analysis of incident records

Selected Answer: D

Question #: 94
Topic #: 1
What does ‘change enablement’ PRIMARILY focus on?

A. Changes to service levels
B. Changes to products and services
C. Changes to organizational structure
D. Changes to skills and competencies

Selected Answer: A

Question #: 115
Topic #: 1
Which statement about the ‘continual improvement’ practice is CORRECT?

A. Continual improvement participation should be limited to a small dedicated team
B. It is the role of senior management to authorize improvement initiatives
C. Training should be provided to those involved in continual improvement
D. A single continual improvement register should be maintained by senior management

Selected Answer: B

Question #: 118
Topic #: 1
Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?

A. Service level management
B. Service desk
C. Continual improvement
D. Change enablement

Selected Answer: A

Question #: 119
Topic #: 1
What is a service?

A. A possible event that could cause harm or loss, or make it more difficult to achieve objectives
B. A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
C. A tangible or intangible deliverable of an activity
D. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings

Selected Answer: B