Deck 3: ITIL 4 Foundation

Question 1

Which practice has a purpose that includes ensuring that risks have been properly assessed?

A) Service configuration management
B) Problem management
C) Service level management
D) Change control

Answer 1

Change control

Question 2

Which statement about outcomes is CORRECT?

A) An outcome can be enabled by more than one output
B) Outcomes are how the service performs
C) An output can be enabled by one or more outcomes
D) An outcome is a tangible or intangible activity

Answer 2

An outcome can be enabled by more than one output

Question 3

Which TWO statements about an organization's culture are CORRECT? (Choose two.) It is created from shared values based on how it carries out its work It is determined by the type of technology used to support services It should be based on the culture of prospective suppliers It should be based on the objectives of the organization

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

Answer 3

1 and 4

Question 4

Which service level metrics are BEST for measuring user experience?

A) Single system-based metrics
B) Metrics for the percentage of uptime of a service
C) Operational metrics
D) Metrics linked to defined outcomes

Question 5

Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

A) Progress iteratively with feedback
B) Keep is simple and practical
C) Start where you are
D) Focus on value

Question 6

Which is a service request?

A) Requesting a workaround for an issue
B) Requesting information about how to create a document
C) Requesting an enhancement to an application
D) Requesting investigation of a degraded service

Question 7

When should a change request be submitted to resolve a problem?

A) As soon as a solution for the problem has been identified
B) As soon as a workaround for the problem has been identified
C) As soon as the analysis of the frequency and impact of incidents justifies the change
D) As soon as the analysis of cost, risks and benefits justifies the change

Question 8

Which is NOT a component of the service value system?

A) The guiding principles
B) Governance
C) Practices
D) The four dimensions of service management

Question 9

Which practice updates information relating to symptoms and business impact?

A) Service level management
B) Change control
C) Service request management
D) Incident management

Question 10

What are the ITIL guiding principles used for?

A) To help an organization make good decisions
B) To direct and control an organization
C) To identify activities that an organization must perform in order to deliver a valuable service
D) To ensure that an organization's performance continually meets stakeholders' expectations

Question 11

Which practice coordinates the classification, ownership and communication of service requests and incidents?

A) Supplier management
B) Service desk
C) Problem management
D) Relationship management

Question 12

When should a full risk assessment and authorization be carried out for a standard change?

A) Each time the standard change is implemented
B) When the procedure for the standard change is created
C) At least once a year
D) When an emergency change is requested

Question 13

Which statement about the steps to fulfill a service request is CORRECT?

A) They should be complex and detailed
B) They should be well-known and proven
C) They should include incident handling
D) They should be brief and simple

Question 14

Which statement about service desks is CORRECT?

A) The service desk should work in close collaboration with support and development teams
B) The service desk should rely on self-service portals instead of escalation to support teams
C) The service desk should remain isolated from technical support teams
D) The service desk should escalate all technical issues to support and development teams

Question 15

Identify the missing word in the following sentence. A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].

A) assets
B) values
C) elements
D) services

Question 16

Which statement about a 'continual improvement register' is CORRECT?

A) It should be managed at the senior level of the organization
B) It should be used to capture user demand
C) There should only be one for the whole organization
D) It should be re-prioritized as ideas are documented

Question 17

Which describes a set of defined steps for implementing improvements?

A) The 'improve' value chain activity
B) The 'continual improvement register'
C) The 'continual improvement model'
D) The 'engage' value chain activity

Question 18

Which statement about emergency changes is CORRECT?

A) The testing of emergency can be eliminated in order to implement the change quickly
B) The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly
C) Emergency changes should be authorized and implemented as service requests
D) Emergency changes must be fully documented before authorization and implementation

Question 19

What is defined as a cause, or potential cause, of one or more incidents?

A) Change
B) Event
C) Known error
D) Problem

Question 20

Which is part of service provision?

A) The management of resources configured to deliver the service
B) The management of resources needed to consume the service
C) The grouping of one or more services based on one or more products
D) The joint activities performed to ensure continual value co-creation

Question 21

Which of these should be logged and managed as a problem?

A) A user requests delivery of a laptop
B) A monitoring tool detects a change of state for a service
C) Trend analysis shows a large number of similar incidents
D) 'Continual improvement' needs to prioritize an improvement opportunity

Question 22

How should the workflow for a new service request be designed?

A) Use a single workflow for all types of service request
B) Use different workflows for each type of service request
C) Avoid workflows for simple service requests
D) Leverage existing workflows whenever possible

Question 23

Which two statements about an organization's culture are CORRECT? It is created from shared values based on how it carries out its work It is determined by the type of technology used to support services It should be based on the culture of prospective suppliers It should be based on the objectives of the organization

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

Question 24

Which is a key requirement for a successful service level agreement?

A) It should be written in legal language
B) It should be simply written and easy to understand
C) It should be based on the service provider's view of the service
D) It should relate to simple operational metrics

Question 25

When should the effectiveness of a problem workaround be assessed?

A) Whenever the workaround is used
B) Whenever the problem is resolved
C) Whenever the workaround becomes a known error
D) Whenever the problem is prioritized

Question 26

How does information about problems and known errors contribute to 'incident management'?

A) It enables quick and efficient diagnosis of incidents
B) It removes the need for regular customer updates
C) It removes the need for collaboration during incident resolution
D) It enables the reassessment of known errors

Question 27

What is defined as any component that needs to be managed in order to deliver an IT service?

A) A service request
B) A configuration item (CI)
C) An incident
D) An IT asset

Question 28

Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

A) Each iteration should be designed before starting the initiative and implemented without feedback
B) Feedback should only be taken into account when one iteration fails to meet its objective
C) Feedback should be reduced for large improvements as it is unlikely that circumstances will change
D) Each iteration should be continually re-evaluated based on feedback

Question 29

Which skill is an essential part of the 'service level management' practice?

A) Technical knowledge
B) Listening
C) Diagnosis
D) Problem analysis

Question 30

What is the expected outcome from using a service value chain?

A) Service value streams
B) Customer engagement
C) Value realization
D) The application of practices

Question 31

What are the three phases of 'problem management'?

A) Problem logging, problem classification, problem resolution
B) Incident management, problem management, change enablement
C) Problem identification, problem control, error control
D) Problem analysis, error identification, incident resolution

Question 32

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 [?] are managed appropriately to support the seamless provision of quality products and services.

A) costs
B) users
C) value
D) performances

Question 33

What is the purpose of the 'relationship management' practice?

A) To establish and nurture the links between the organization and its stakeholders
B) To align the organization's practices and services with changing business needs
C) To set clear business-based targets for service performance
D) To support the agreed quality of a service handling all agreed, user-initiated service requests

Question 34

When planning 'continual improvement', which approach for assessing the current state of a service is CORRECT?

A) An organization should always use a single technique to ensure metrics are consistent
B) An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
C) An organization should always develop competencies in methodologies and techniques that will meet their needs
D) An organization should always use an approach that combines Lean, Agile and DevOps methodologies

Question 35

Which guiding principle recommends coordinating all dimensions of service management?

A) Start where you are
B) Progress iteratively with feedback
C) Think and work holistically
D) Keep it simple and practical

Question 36

How should automation be implemented?

A) By replacing human intervention wherever possible
B) By replacing the existing tools first
C) By initially concentrating on the most complex tasks
D) By optimizing as much as possible first

Question 37

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 services, and the [?] that support them, is available when and where it is needed.

A) suppliers
B) CIs
C) customers
D) assets

Question 38

How does a service consumer contribute to the reduction of disk?

A) By paying for the service
B) By managing server hardware
C) By communicating constraints
D) By managing staff availability

Question 39

What is the purpose of the 'deployment management' practice?

A) To ensure services achieve agreed and expected performance
B) To make new or changed services available for use
C) To move new or changed components to live environments
D) To set clear business-based targets for service performance

Question 40

What is 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?

A) Service management
B) Continual improvement
C) A service
D) An IT asset

Question 41

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

Question 42

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

Question 43

Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

A) Incident management
B) Problem management
C) Continual improvement
D) Service request management

Question 44

Which dimension includes activities and workflows?

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

Question 45

Which is a purpose of the 'service desk' practice?

A) To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
B) To be the entry point and single point of contact for the service provider with all of its users
C) To support the agreed quality of a service by handling all pre-defined, user-initiated service requests
D) To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels

Question 46

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

Question 47

Which function is responsible for the management of a data centre?

A) Technical management
B) Service desk
C) Application management
D) Facilities management

Question 48

Which is an objective of the design coordination process?

A) To produce service design packages and ensure they are handed over to service transition
B) To assess and evaluate all changes and their impact on service designs
C) To document the initial structure and relationship between services and customers
D) To gather and document new service level requirements from the customer

Question 49

Which statement about the 'four Ps' of service design is CORRECT?

A) Processes refers to skill and training
B) Partners refers to suppliers and vendors
C) People refers to technology and tools
D) Products refers to producers and metrics

Question 50

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

Question 51

Which dimension includes the knowledge needed for the management of services?

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

Question 52

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

Question 53

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

Question 54

Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?

A) Service-based SLA view
B) Wholesale customer view
C) Retail customer view
D) Supporting services view

Question 55

Which competencies are required by the 'service level management' practice?

A) Problem investigation and resolution
B) Business analysis and commercial management
C) Incident analysis and prioritization
D) Balanced scorecard reviews and maturity assessment

Question 56

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 fulfillment workflow
D) To set user expectations for fulfillment times

Question 57

Which guiding principle focuses on reducing costs and human errors?

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

Question 58

What is the CORRECT definition of service management?

A) A set of specialized assets for transitioning services into the live operational environment
B) A set of specialized organizational capabilities for delivering value to customers in the form of services
C) The capability of supplier to deliver services to providers in exchange for money
D) The capability of service providers to minimize their costs without reducing the value of the services

Question 59

Which practice makes new services available for use?

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

Question 60

What should be used to set user expectations for request fulfillment times?

A) The time that the customer indicates for service delivery
B) The consumer demand for the service
C) The time needed to realistically deliver the service
D) The service levels of the supplier

Question 61

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

Question 62

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 enablement
C) Relationship management
D) Service desk

Question 63

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

Question 64

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

Question 65

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 fulfillment should be automated as much as possible
C) Service requests that cannot be automated should be handled as problems
D) Service requests and their fulfillment should be carried out by service desk staff without automation

Question 66

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

Question 67

What is warranty?

A) Assurance that a product or service will meet agreed requirements
B) The amount of money spent on a specific activity or resource
C) The functionality offered by a product or service to meet a particular need
D) The perceived benefits, usefulness and importance of something

Question 68

Which is an example of a business related measurement?

A) The number of passengers checked in
B) The average time to response to change requests
C) The average resolution time for incidents
D) The number of problems resolved

Question 69

Which directly assists with the diagnosis and resolution of simple incidents?

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

Question 70

What includes governance as a component?

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

Question 71

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

Question 72

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

Question 73

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 incidents
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)

Question 74

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

Question 75

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

Question 76

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 set clear business-based targets for service levels
D) To support the agreed quality of a service handling all agreed, user-initiated service requests

Question 77

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

Question 78

Which term relates to service levels aligned with the needs of service consumers?

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

Question 79

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

Question 80

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