ITILFND V4: ITIL 4 Foundation

Question #: 121
Topic #: 1
What is required by all service desk staff?

A. Excellent technical knowledge
B. Root cause analysis skills
C. Demonstration of emotional intelligence
D. Knowledge of telephony technology

Selected Answer: C

Question #: 122
Topic #: 1
Which practice establishes a channel between the service provider and its users?

A. Relationship management
B. Change enablement
C. Supplier management
D. Service desk

Selected Answer: D

Question #: 124
Topic #: 1
Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?

A. Relationship management
B. Change enablement
C. Release management
D. Monitoring and event management

Selected Answer: B

Question #: 125
Topic #: 1
Which practice provides users with a way to get various requests arranged, explained and coordinated?

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

Selected Answer: D

Question #: 134
Topic #: 1
Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].

A. existing information
B. new methods
C. additional measurements
D. revised processes

Selected Answer: A

Question #: 139
Topic #: 1
How should an organization prioritize incidents?

A. Ask the user for their preferred resolution timeframe
B. Assess the availability of the appropriate support team
C. Use an agreed classification which is based on the business impact of the incident
D. Create an order of incidents based on the dates and times when they were logged

Selected Answer: C

Question #: 140
Topic #: 1
Which is a purpose of the ‘relationship management’ practice?

A. To systematically observe services and service components
B. To protect the information needed by the organization to conduct its business
C. To be the entry point and single point of contact for the service provider with all of its users
D. To identify, analyze, monitor, and continually improve links with stakeholders

Selected Answer: D

Question #: 145
Topic #: 1
What can be described as an operating model for the creation and management of products and services?

A. Governance
B. Service value chain
C. Guiding principles
D. Practices

Selected Answer: A

Question #: 16
Topic #: 1
Which statement about ‘continual improvement’ is CORRECT?

A. All improvement ideas should be logged in a single ‘continual improvement register’
B. A single team should carry out ‘continual improvement’ across the organization
C. ‘Continual improvement’ should have minimal interaction with other practices
D. Everyone in the organization is responsible for some aspects of ‘continual improvement’

Selected Answer: D

Question #: 63
Topic #: 1
Which practice has a strong influence on the user experience and perception of the service provider?

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

Selected Answer: A

Question #: 150
Topic #: 1
Which statement about service relationship management is CORRECT?

A. It focuses on the service actions performed by users
B. It requires the service consumer to create resources for the service provider
C. It requires co-operation of both the service provider and service consumer
D. It focuses on the fulfilment of the agreed service actions

Selected Answer: B

Question #: 151
Topic #: 1
What is the MOST important reason for prioritizing incidents?

A. To ensure that user expectations are realistic
B. To ensure that incidents with highest impact are resolved first
C. To help information-sharing and learning
D. To provide links to related changes and known errors

Selected Answer: B

Question #: 152
Topic #: 1
Which ‘service level management’ activity helps staff to deliver a more business-focused service?

A. Creating targets based on the percentage of uptime of a service
B. Understanding the ongoing requirements of customers
C. Using complex technical terminology in service level agreements (SLAs)
D. Measuring low-level operational activities

Selected Answer: C

Question #: 153
Topic #: 1
Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?

A. Service request management
B. Service configuration management
C. Deployment management
D. Change enablement

Selected Answer: A

Question #: 62
Topic #: 1
An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?

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

Selected Answer: A

Question #: 170
Topic #: 1
Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?

A. Service configuration management
B. Service desk
C. Problem management
D. Deployment management

Selected Answer: B

Question #: 171
Topic #: 1
Which statement about standard changes is CORRECT?

A. A full assessment should be completed each time the change is implemented
B. The change can be implemented with less testing if necessary
C. The appropriate change authority should be assigned to each type of change
D. The change does not require additional authorization

Selected Answer: D

Question #: 175
Topic #: 1
Which guiding principle says that it is not usually necessary to build something new?

A. Focus on value
B. Start where you are
C. Progress iteratively with feedback
D. Think and work holistically

Selected Answer: B

Question #: 176
Topic #: 1
Which practice includes management of workarounds and known errors?

A. Monitoring and event management
B. Service configuration management
C. Problem management
D. Incident management

Selected Answer: C

Question #: 177
Topic #: 1
Which activity is part of the ‘continual improvement’ practice?

A. Handling compliments and complaints from users to identify improvements
B. Improving relationships with and between stakeholders
C. Prioritizing and creating business cases for improvement initiatives
D. Identifying the cause of unplanned interruptions to service

Selected Answer: D

Question #: 38
Topic #: 1
Which practice has the purpose of ensuring that the organization’s suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services?

A. Release management
B. Supplier management
C. Service management
D. Relationship management

Selected Answer: B

Question #: 58
Topic #: 1
Which includes governance, management practices, and continual improvement?

A. The service value system
B. The ‘deliver and support’ value chain activity
C. The ‘focus on value’ guiding principle
D. The ‘value stream and processes’ dimension

Selected Answer: A

Question #: 181
Topic #: 1
Which phase of problem management includes analyzing incidents to look for patterns and trends?

A. Problem identification
B. Problem control
C. Error control
D. Post-implementation review

Selected Answer: C

Question #: 32
Topic #: 1
Which will help solve incidents more quickly?

A. Target resolution times
B. Escalating all incidents to support teams
C. Collaboration between teams
D. Detailed procedural steps for incident investigation

Selected Answer: C

Question #: 29
Topic #: 1
What varies in size and complexity, and uses functions to achieve its objectives?

A. A risk
B. An organization
C. A practice
D. An outcome

Selected Answer: B

Question #: 66
Topic #: 1
Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment 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 #: 54
Topic #: 1
What should a release policy include?

A. The process owner and process manager for each type of release
B. The roles and responsibilities for incident and problem resolution
C. The naming convention and expected frequency of each type of release
D. The naming convention for all configuration items (CI) recorded in the configuration management system (CMS)

Selected Answer: B

Question #: 125
Topic #: 1
A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?

A. Yes: for information purposes, a known error record can be created at any time it is prudent to do so
B. No: the Known Error should be created before the problem is logged
C. No: a known error record is created when the original incident is raised
D. No: a known error record should be created with the next release of the service

Selected Answer: B

Question #: 298
Topic #: 1
Which term is used to describe removing something that could have an effort on a service?

A. A change
B. An incident
C. A problem
D. An IT asset

Selected Answer: A

Question #: 1
Topic #: 1
How are target resolution times used in the ‘incident management’ practice?

A. They are agreed, documented, and communicated to help set user expectations
B. They are established, reviewed, and reported to ensure that customers are happy with the service
C. They are initiated, approved, and managed to ensure that predictable responses are achieved
D. They are scheduled, assessed and authorized to reduce the risk of service failures

Selected Answer: A

Question #: 42
Topic #: 1
Which is included in the purpose of the ‘change enablement’ practice?

A. Make new and changed services available for use
B. Ensure that risks have been properly assessed
C. Record and report selected changes of state
D. Plan and manage the full lifecycle of all IT assets

Selected Answer: B

Question #: 47
Topic #: 1
Which can act as an operating model for an organization?

A. The four dimensions of service management
B. The service value chain
C. The ITIL guiding principles
D. Continual improvement

Selected Answer: B

Question #: 48
Topic #: 1
Which practice recommends the use of event-based surveys to gather feedback from customers?

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

Selected Answer: A

Question #: 92
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 #: 112
Topic #: 1
Which is a purpose of the ‘service level management’ practice?

A. To establish and nurture the links between the organization and its stakeholders
B. To ensure that the organization’s suppliers and their performance are managed appropriately
C. To support the agreed quality of a service by handling all agreed, user-initiated service requests
D. To set clear business-based targets for service levels

Selected Answer: D

Question #: 133
Topic #: 1
What is a configuration item?

A. Any financially valuable component that can contribute to the delivery of an IT product or service
B. Any change of state that has significance for the management of a service
C. Any component that needs to be managed in order to deliver an IT service
D. A problem that has been analyzed but has not been resolved

Selected Answer: C

Question #: 187
Topic #: 1
What is included in the purpose of the ‘relationship management’ practice?

A. Identifying, analyzing, monitoring, and the continual improvement of relationships with stakeholders
B. Setting clear business-based targets so that the delivery of a service can be properly assessed
C. Creating collaborative relationships with key suppliers to uncover and realize new value
D. Handling all pre-defined, user-initiated service requests in an effective and user-friendly manner

Selected Answer: A

Question #: 197
Topic #: 1
Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?

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

Selected Answer: D

Question #: 208
Topic #: 1
Which of the following is included in the purpose of the ‘continual improvement’ practice?

A. The restoration of normal service operation as quickly as possible
B. The establishment of links between the organization and its stakeholders at strategic and tactical levels
C. The alignment of the organization’s practices and services with changing business needs
D. The reduction of the likelihood and impact of incidents

Selected Answer: C

Question #: 209
Topic #: 1
Which is included in the purpose of the ‘improve’ value chain activity?

A. Ensuring the continual improvement of practices across all value chain activities
B. Ensuring that services continually meet expectations for quality, costs, and time to market
C. Ensuring a shared understanding of the improvement direction for services across the organization
D. Ensuring continual engagement and good relationships with all stakeholders

Selected Answer: A

Question #: 213
Topic #: 1
Which statement about emergency changes is CORRECT?

A. Emergency changes are low risk and well understood
B. Authorization of emergency changes may be deferred until after implementation
C. It is necessary to complete all documentation before an emergency change is implemented
D. Emergency changes are not usually recorded in the change schedule

Selected Answer: D

Question #: 217
Topic #: 1
Which is an example of a problem control activity?

A. Reviewing incident records to identify trends
B. Implementing a technical fix to resolve an issue
C. Re-assessing a known error to understand the ongoing impact
D. Documenting the steps in a workaround

Selected Answer: D

Question #: 225
Topic #: 1
For which purpose would the continual improvement practice use a SWOT analysis?

A. Understanding the current state
B. Defining the future desired state
C. Tracking and managing ideas
D. Ensuring everyone actively participates

Selected Answer: A

Question #: 226
Topic #: 1
Which TWO types of competence are MOST important for service desk staff?
1. Knowledge of business processes
2. Collaboration skills
3. Advanced technical knowledge
4. Workflow design skills

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

Selected Answer: A

Question #: 228
Topic #: 1
What term is used to describe the functionality of a service?

A. Output
B. Outcome
C. Utility
D. Warranty

Selected Answer: C

Question #: 236
Topic #: 1
Which practice has a purpose that includes maximizing the number of successful additions, modifications, or removals of anything that could have an effect on a service?

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

Selected Answer: D

Question #: 242
Topic #: 1
Which can a change schedule be used for?

A. Speeding up the planning and authorization of emergency changes
B. Providing information about deployed changes to help manage incidents and problems
C. Providing a means of initiating and assessing normal changes
D. Tracking and managing improvement ideas from identification through to final action

Selected Answer: B

Question #: 259
Topic #: 1
Which practice has a purpose that includes responding to conditions that could lead to potential faults or incidents?

A. Incident management
B. Service request management
C. Monitoring and event management
D. Change enablement

Selected Answer: C

Question #: 264
Topic #: 1
Which is a use of a continual improvement register?

A. Planning changes, assisting in communication, avoiding conflicts, and assigning resources
B. Selecting the right method, model or technique for identifying improvements
C. Tracking and managing improvement ideas from identification through to final action
D. Describing the services designed to meet the needs of a consumer group

Selected Answer: C

Question #: 266
Topic #: 1
Which TWO of the following are considerations of change enablement?
1. Managing the people aspects of change
2. Ensuring that organizational transformations are successful
3. Maximizing the number of successful service changes
4. Ensuring that changes are properly assessed

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

Selected Answer: C

Question #: 268
Topic #: 1
In which case would a problem be logged as part of the problem identification?

A. When the cause is identified but not resolved
B. After receiving of error information from a supplier
C. When a user reports an unplanned service interruption
D. After a workaround is identified and documented

Selected Answer: B

Question #: 269
Topic #: 1
Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [?], and the CIs that support them, is available when and where it is needed.

A. organizations
B. outcomes
C. IT assets
D. services

Selected Answer: D

Question #: 276
Topic #: 1
What is the customer of a service responsible for?

A. Defining the requirements for the service
B. Provisioning the service
C. Using the service
D. Authorizing the budget for the service

Selected Answer: A

Question #: 275
Topic #: 1
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?

A. Service request management
B. Continual improvement
C. Problem management
D. Service desk

Selected Answer: D

Question #: 223
Topic #: 1
Which is the MOST important stakeholder group that a service provider needs to collaborate with?

A. Suppliers
B. Customers
C. Relationship managers
D. Developers

Selected Answer: B

Question #: 2
Topic #: 1
Which process or function is responsible for monitoring activities and events in the IT infrastructure?

A. Service level management
B. IT operations management
C. Capacity management
D. Incident management

Selected Answer: B

Question #: 3
Topic #: 1
Which of the following options is a hierarchy that is used in knowledge management?

A. Wisdom – Information – Data – Knowledge
B. Data – Information – Knowledge – Wisdom
C. Knowledge – Wisdom – Information – Data
D. Information – Data – Knowledge – Wisdom

Selected Answer: C

Question #: 5
Topic #: 1
Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?

A. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented
B. Public frameworks are always cheaper to adopt
C. Public frameworks are prescriptive and tell you exactly what to do
D. Proprietary knowledge has been tested in a wide range of environments

Selected Answer: C

Question #: 291
Topic #: 1
Which organization delivers outputs or outcomes of a service?

A. A service consumer delivers outcomes of the service
B. A service consumer delivers outputs of the service
C. A service provider delivers outcomes of the service
D. A service provider delivers outputs of the service

Selected Answer: D

Question #: 313
Topic #: 1
How do ‘continual improvement registers’ help to create value?

A. By making improvements visible
B. By monitoring achievement against service level targets
C. By assigning change authorities for change requests
D. By documenting all improvement ideas in a single place

Selected Answer: D

Question #: 322
Topic #: 1
Which of the four dimensions contributes is concerned with service integration and management?

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

Selected Answer: A

Question #: 326
Topic #: 1
Identity the missing word(s) in the following sentence.
When an organization is assessing its current state, it should use [?] to obtain accurate measurements.

A. Reports
B. Assumptions
C. Source data
D. Risk management techniques

Selected Answer: C

Question #: 327
Topic #: 1
How should a process design allow for exceptional situations?

A. Create rules to handle exceptions generally
B. Remove the option for process exceptions
C. Create an additional process for each exception
D. Include all exception steps in the main process

Selected Answer: D

Question #: 37
Topic #: 1
Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?

A. Plan
B. Improve
C. Design and transition
D. Deliver and support

Selected Answer: A

Question #: 332
Topic #: 1
Which of the four dimensions focuses on roles, responsibilities, and systems of authority?

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

Selected Answer: C

Question #: 288
Topic #: 1
Which is a description of service provision?

A. A way to help create value by facilitating outcomes that service consumers need
B. Activities that an organization performs to deliver services
C. A formal description of one or more services, designed to address the needs of a service consumer
D. Cooperation between two organizations to ensure that a service delivers value

Selected Answer: A

Question #: 301
Topic #: 1
Which is the FIRST thing to consider when focusing on value?

A. Defining customer experience and user experience
B. Understanding what is valuable to the service consumer
C. Ensuring value is co-created by improvement initiatives
D. Identifying the service consumer who will receive value

Selected Answer: D

Question #: 302
Topic #: 1
Identify the missing word in the following sentence.
An organization which is undertaking an improvement initiative should [?] the existing methods and services when building for the future.

A. Discard
B. Improve
C. Consider
D. Re-use

Selected Answer: C

Question #: 270
Topic #: 1
Which practice helps to ensure that the services delivered to customers are aligned with their needs?

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

Selected Answer: A

Question #: 292
Topic #: 1
Which practice requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers?

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

Selected Answer: D

Question #: 310
Topic #: 1
What is included in the purpose of the ‘continual improvement’ practice?

A. Creating collaborative relationships with key suppliers to realize new value
B. Aligning the organization’s practices and services with changing business needs
C. Identifying and continually improving relationships with and between stakeholders
D. Ensuring that delivery of services is properly assessed, monitored, and improved against targets

Selected Answer: B

Question #: 245
Topic #: 1
A flaw in an application could cause a service to fail. IT staff are actively analyzing the application to try and understand what is going on.
What is the correct name for this type of flaw?

A. Problem
B. Incident
C. Event
D. Known error

Selected Answer: A

Question #: 33
Topic #: 1
When is the earliest that a workaround can be documented in ‘problem management’?

A. After the problem has been logged
B. After the problem has been prioritized
C. After the problem has been analyzed
D. After the problem has been resolved

Selected Answer: A

Question #: 304
Topic #: 1
Which step of the ‘continual management model’ defines measurable targets?

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

Selected Answer: A

Question #: 69
Topic #: 1
What is a change schedule PRIMARILY used for?

A. To help plan emergency changes
B. To help authorize standard changes
C. To help assign a change authority
D. To help manage normal changes

Selected Answer: D

Question #: 21
Topic #: 1
What can be used to determine if a service is ‘fit for purpose’?

A. Availability
B. Warranty
C. Outcome
D. Utility

Selected Answer: D

Question #: 251
Topic #: 1
Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?

A. Focus on value
B. Start where you are
C. Think and work holistically
D. Optimize and automate

Selected Answer: D

Question #: 233
Topic #: 1
Which of the four dimensions focuses on managing data in compliance with industry regulations?

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

Selected Answer: D

Question #: 300
Topic #: 1
Which BEST describes the focus of the ‘think and work holistically’ principle?

A. Breaking down large initiatives into smaller pieces of work
B. Integrating an organization’s activities to deliver value
C. Eliminating unnecessary steps to deliver valuable outcomes
D. Considering the existing organizational assets before building something new

Selected Answer: B

Question #: 40
Topic #: 1
Which is an activity of the ‘incident management’ practice?

A. Assessing and prioritizing improvement opportunities
B. Performing service reviews with customers
C. Providing good-quality updates when expected
D. Automating service requests to the greatest degree possible

Selected Answer: C

Question #: 79
Topic #: 1
Which guiding principle is PRIMARILY concerned with end-to-end service delivery?

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

Selected Answer: B

Question #: 252
Topic #: 1
Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?

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

Selected Answer: A

Question #: 299
Topic #: 1
Which TWO BEST describe the guiding principles?
1. Short-term
2. Standards
3. Recommendations
4. Long-term

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

Selected Answer: C

Question #: 202
Topic #: 1
What type of charge is often used for resolving incidents or implementing security patches?

A. Standard change
B. Normal change
C. Emergency change
D. Change model

Selected Answer: C

Question #: 167
Topic #: 1
What is the purpose of the ‘deployment management’ practice?

A. To make new and changed services and features available for use
B. To move new or changed components to live environments
C. To plan and manage the full lifecycle of all IT assets
D. To protect the information needed by the organization to conduct its business

Selected Answer: B

Question #: 186
Topic #: 1
Which guiding principle discourages ‘silo activity’?

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

Selected Answer: A

Question #: 195
Topic #: 1
Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value to the organization or its customers.
Which guiding principle recommends that the unnecessary work should be eliminated?

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 #: 198
Topic #: 1
A service will be unavailable for the next two hours for unplanned maintenance.
Which practice is MOST LIKELY to be involved in managing this?

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

Selected Answer: A

Question #: 30
Topic #: 1
Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?

A. Deployment management
B. Release management
C. Change control
D. Service configuration management

Selected Answer: C

Question #: 8
Topic #: 1
Which practice involves the management of vulnerabilities that were not identified before the service went live?

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

Selected Answer: B

Question #: 13
Topic #: 1
Which activity contributes to the ‘where are we now?’ step of the ‘continual improvement’ model?

A. Executing improvement actions
B. Performing baseline assessments
C. Defining the improvement plan
D. Understanding the business mission

Selected Answer: B

Question #: 272
Topic #: 1
Which dimension of service management considers how activities are coordinated?

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

Selected Answer: A

Question #: 34
Topic #: 1
Which is an activity of the ‘problem management’ practice?

A. Restoration of normal service operation as quickly as possible
B. Prioritization of problems based on the risk that they pose
C. Authorization of changes to resolve the cause of problems
D. Resolution of incidents in a time that meets customer expectations

Selected Answer: B

Question #: 307
Topic #: 1
Which of the four dimensions contributes MOST to defining activities needed to deliver services?

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

Selected Answer: C

Question #: 11
Topic #: 1
What should be considered as part of the ‘partners and suppliers’ dimension?

A. The level of integration and formality involved in the relationships between organizations
B. The activities, workflows, controls and procedures needed to achieve the agreed objectives
C. The information created, managed and used in the course of service provision and consumption
D. The required skills and competencies of teams and individual members of the organization

Selected Answer: A

Question #: 36
Topic #: 1
Where are the details of the required performance outcomes of a service defined?

A. Service level agreements
B. Service requests
C. Service components
D. Service offerings

Selected Answer: A

Question #: 22
Topic #: 1
In service relationships, what is a benefit of identifying consumer roles?

A. It enables effective stakeholder management
B. It provides shared service expectations
C. It removes constraints from the customer
D. It enables a common definition of value

Selected Answer: A

Question #: 105
Topic #: 1
What is defined as a change of state that has significance for the management of an IT service?

A. Event
B. Incident
C. Problem
D. Known error

Selected Answer: A

Question #: 54
Topic #: 1
Which statement about a service value stream is CORRECT?

A. It uses prescriptive inputs and outputs
B. It is a value chain activity
C. It integrates practices for a specific scenario
D. It is used to provide governance

Selected Answer: B

Question #: 311
Topic #: 1
How does the ‘incident management’ practice set user expectations?

A. By using collaboration tools to communicate effectively
B. By agreeing, and communicating target resolution times
C. By assigning resources to ensure that all incidents are resolved as quickly as possible
D. By automated matching of incidents to known errors

Selected Answer: B

Question #: 5
Topic #: 1
Which statement about managing incidents is CORRECT?

A. Low impact incidents should be resolved efficiently, making logging unnecessary
B. The ‘incident management’ practice should use a single process regardless of the impact of the incident
C. Low impact incidents should be resolved efficiently so the resource required is reduced
D. Incidents with the lowest impact should be resolved first

Selected Answer: C

Question #: 6
Topic #: 1
Which statement about the service value chain is CORRECT?

A. The service value chain converts value into demand
B. Each value chain activity uses different combinations of practices to convert inputs into outputs
C. Each value chain activity identifies a requirement for resources from an external supplier
D. The service value chain uses value streams to describe a combination of consumers and providers

Selected Answer: B

Question #: 7
Topic #: 1
What describes how components and activities work together to facilitate value creation?

A. The ITIL service value system
B. The ITIL guiding principles
C. The four dimensions of service management
D. A service relationship

Selected Answer: A

Question #: 15
Topic #: 1
Which is a recommendation of the guiding principle ‘think and work holistically’?

A. Conduct a review of existing service management practices and decide what to keep and what to discard
B. Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
C. Review service management practices and remove any unnecessary complexity
D. Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

Selected Answer: D

Question #: 43
Topic #: 1
Which activity is part of the ‘continual improvement’ practice?

A. Identifying the cause of incidents and recommending related improvements
B. Authorizing changes to implement improvements
C. Logging and managing incidents that result in improvement opportunities
D. Making business cases for improvement action

Selected Answer: D

Question #: 27
Topic #: 1
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?

A. Supplier management
B. Change control
C. Relationship management
D. Service desk

Selected Answer: C

Question #: 333
Topic #: 1
What is CORRECT about service request management?

A. Service requests can be used to restore service
B. Complex service request procedures should be avoided
C. Compliments can be handled as service requests
D. A new procedure is required for each new service request

Selected Answer: C

Question #: 45
Topic #: 1
Which is the BEST example of a standard change?

A. The review and authorization of a change requested by a customer
B. The implementation of a critical software patch in response to a vendor security issue
C. The installation of a software application in response to a service request
D. The replacement of a component in response to a major incident

Selected Answer: C

Question #: 55
Topic #: 1
Which statement about outputs is CORRECT?

A. They consist of several outcomes
B. They capture customer demand for services
C. They contribute to the achievement of outcomes
D. They describe how the service performs

Selected Answer: C

Question #: 229
Topic #: 1
Which practice ensures that a variety of access channels are available for users to report issues?

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

Selected Answer: B

Question #: 230
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 workarounds and [?].

A. events
B. changes
C. IT assets
D. known errors

Selected Answer: D

Question #: 244
Topic #: 1
Why should a service level manager carry out regular service reviews?

A. To ensure that agreements are written simply and are easy to understand
B. To collect information about service consumer goals and objectives
C. To capture information about service issues and performance against agreed goals
D. To ensure continual improvement of services, so that they meet the evolving needs of service consumers

Selected Answer: D