ITIL 4 Foundation Mock Exam 1

Question 1

Which of the following is an example of workaround?

SELECT THE CORRECT ANSWER

Server memory is increased when the server is unresponsive

A defective network switch is replaced with a new one

A server is restarted to resolve an incident

An email server is restored after an incident is reported

Answer 1

Which of the following is an example of workaround?

SELECT THE CORRECT ANSWER

Server memory is increased when the server is unresponsive

A defective network switch is replaced with a new one

A server is restarted to resolve an incident

An email server is restored after an incident is reported

Question 2

Which value chain activity ensures the availability of service components?

SELECT THE CORRECT ANSWER

Improve

Engage

Obtain/build

Deliver and support

Answer 2

Which value chain activity ensures the availability of service components?

SELECT THE CORRECT ANSWER

Improve

Engage

Obtain/build

Deliver and support

Question 3

What are the types of asset management?

SELECT THE CORRECT ANSWER

IT asset management and software asset management

IT asset management and technical management

Operational management and IT asset management

Operational and technical management

Answer 3

What are the types of asset management?

SELECT THE CORRECT ANSWER

IT asset management and software asset management

IT asset management and technical management

Operational management and IT asset management

Operational and technical management

Question 4

What is the first step of the guiding principle focus on value?

SELECT THE CORRECT ANSWER

Identify the outcomes that the service facilitates

Identify all supplier and partners that are involved in the service

Determine the service consumer in each situation

Determine the cost of the providing the service

Answer 4

What is the first step of the guiding principle focus on value?

SELECT THE CORRECT ANSWER

Identify the outcomes that the service facilitates

Identify all supplier and partners that are involved in the service

Determine the service consumer in each situation

Determine the cost of the providing the service

Question 5

How does the principle think and work holistically help organizations when implementing ITIL?

SELECT THE CORRECT ANSWER

Conducting a review of the existing service management practices and deciding what to keep and what to discard

Reviewing how an improvement initiative can be organized into smaller and manageable sections that can be completed in a timely manner

Reviewing service management practices and removing any unnecessary complexity

Establishing an understanding of how all the parts of an organization work together in an integrated way

Answer 5

How does the principle think and work holistically help organizations when implementing ITIL?

SELECT THE CORRECT ANSWER

Conducting a review of the existing service management practices and deciding what to keep and what to discard

Reviewing how an improvement initiative can be organized into smaller and manageable sections that can be completed in a timely manner

Reviewing service management practices and removing any unnecessary complexity

Establishing an understanding of how all the parts of an organization work together in an integrated way

Question 6

Which is a key consideration for the guiding principle keep it simple and practical?

SELECT THE CORRECT ANSWER

Try to create a solution for every exception

Always use the minimum number of steps to accomplish an objective

Ignore conflicting objectives of different stakeholders

Start with a complex solution and then simplify

Answer 6

Which is a key consideration for the guiding principle keep it simple and practical?

SELECT THE CORRECT ANSWER

Try to create a solution for every exception

Always use the minimum number of steps to accomplish an objective

Ignore conflicting objectives of different stakeholders

Start with a complex solution and then simplify

Question 7

Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?

SELECT THE CORRECT ANSWER

Focus on value

Start where you are

Progress iteratively with feedback

Collaborate and promote visibility

Answer 7

Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?

SELECT THE CORRECT ANSWER

Focus on value

Start where you are

Progress iteratively with feedback

Collaborate and promote visibility

Question 8

What is a disaster?

SELECT THE CORRECT ANSWER

Sudden unplanned event that causes great damage or serious loss to an organization

Unplanned interruption to IT service

Any change of state that has significance for the management of a service or other configuration item (CI)

The addition, modification, or removal of anything that could have a direct or indirect effect on services

Answer 8

What is a disaster?

SELECT THE CORRECT ANSWER

Sudden unplanned event that causes great damage or serious loss to an organization

Unplanned interruption to IT service

Any change of state that has significance for the management of a service or other configuration item (CI)

The addition, modification, or removal of anything that could have a direct or indirect effect on services

Question 9

New or changed components are deployed to all targets at the same time. Which type of deployment approach does this statement represent?

SELECT THE CORRECT ANSWER

Phased deployment

Continuous delivery

Big bang deployment

Pull deployment

Answer 9

New or changed components are deployed to all targets at the same time. Which type of deployment approach does this statement represent?

SELECT THE CORRECT ANSWER

Phased deployment

Continuous delivery

Big bang deployment

Pull deployment

Question 10

Which two needs should change control balance? 1. The need to assess risks and expected benefits 2. The need to manage a change schedule 3. The need to make beneficial changes 4. The need to protect customers and users

SELECT THE CORRECT ANSWER

1 and 2

2 and 3

3 and 4

1 and 4

Answer 10

Which two needs should change control balance? 1. The need to assess risks and expected benefits 2. The need to manage a change schedule 3. The need to make beneficial changes 4. The need to protect customers and users

SELECT THE CORRECT ANSWER

1 and 2

2 and 3

3 and 4

1 and 4

Question 11

Which service management dimension is focused on activities?

SELECT THE CORRECT ANSWER

Organizations and people

Information and technology

Partners and suppliers

Value streams and processes

Answer 11

Which service management dimension is focused on activities?

SELECT THE CORRECT ANSWER

Organizations and people

Information and technology

Partners and suppliers

Value streams and processes

Question 12

How does service request management contribute to obtain/build value chain activity?

SELECT THE CORRECT ANSWER

It analyzes data to identify opportunities to provide new service request options

It ensures users continue to be productive when they need assistance from the service provider

It acquires preapproved service components to help fulfill service requests

It collects user-specific requirements, sets expectations, and provides status updates

Answer 12

How does service request management contribute to obtain/build value chain activity?

SELECT THE CORRECT ANSWER

It analyzes data to identify opportunities to provide new service request options

It ensures users continue to be productive when they need assistance from the service provider

It acquires preapproved service components to help fulfill service requests

It collects user-specific requirements, sets expectations, and provides status updates

Question 13

Which of the following is a standard change?

SELECT THE CORRECT ANSWER

Resolving an incident or implementing a security patch

Moving a desktop for a single user

Increasing the memory of a server to avoid an incident

Uninstalling a new patch that has caused a high-priority incident

Answer 13

Which of the following is a standard change?

SELECT THE CORRECT ANSWER

Resolving an incident or implementing a security patch

Moving a desktop for a single user

Increasing the memory of a server to avoid an incident

Uninstalling a new patch that has caused a high-priority incident

Question 14

Which value chain activity includes presenting workarounds to users via a service portal?

SELECT THE CORRECT ANSWER

Plan

Improve

Engage

Obtain or build

Answer 14

Which value chain activity includes presenting workarounds to users via a service portal?

SELECT THE CORRECT ANSWER

Plan

Improve

Engage

Obtain or build

Question 15

Which key activity of service continuity management identifies vital business functions (VBF) and their dependencies?

SELECT THE CORRECT ANSWER

Disaster recovery plan

Recovery point objective

Recovery time objective

Business impact analysis

Answer 15

Which key activity of service continuity management identifies vital business functions (VBF) and their dependencies?

SELECT THE CORRECT ANSWER

Disaster recovery plan

Recovery point objective

Recovery time objective

Business impact analysis

Question 16

What of the following is an agreement between a service provider and a customer that identifies both services required and the expected level of service?

SELECT THE CORRECT ANSWER

Contractual agreement

Business agreement

Service level agreement

Service customer agreement

Answer 16

What of the following is an agreement between a service provider and a customer that identifies both services required and the expected level of service?

SELECT THE CORRECT ANSWER

Contractual agreement

Business agreement

Service level agreement

Service customer agreement

Question 17

Which of the following statements about the value chain activities is correct?

SELECT THE CORRECT ANSWER

Every practice belongs to a specific value chain activity

A specific combination of value chain activities and practices forms a service relationship

Service value chain activities form a single flow that enables value creation

Each value chain activity contributes to the value chain by transforming specific inputs into outputs

Answer 17

Which of the following statements about the value chain activities is correct?

SELECT THE CORRECT ANSWER

Every practice belongs to a specific value chain activity

A specific combination of value chain activities and practices forms a service relationship

Service value chain activities form a single flow that enables value creation

Each value chain activity contributes to the value chain by transforming specific inputs into outputs

Question 18

Which of the following best describes outcomes?

SELECT THE CORRECT ANSWER

Tangible or intangible deliverables

Functionality offered by a product or service

Results for a stakeholder

Configuration of an organization s resources

Answer 18

Which of the following best describes outcomes?

SELECT THE CORRECT ANSWER

Tangible or intangible deliverables

Functionality offered by a product or service

Results for a stakeholder

Configuration of an organization s resources

Question 19

What is an event?

SELECT THE CORRECT ANSWER

The addition, modification, or removal of anything that could have a direct or indirect effect on services

Any change of state that has significance for the management of a service or other configuration item

Cause of one or more incidents

An unplanned interruption to a service or reduction in the quality of a service

Answer 19

What is an event?

SELECT THE CORRECT ANSWER

The addition, modification, or removal of anything that could have a direct or indirect effect on services

Any change of state that has significance for the management of a service or other configuration item

Cause of one or more incidents

An unplanned interruption to a service or reduction in the quality of a service

Question 20

What should be included in every service level agreement?

SELECT THE CORRECT ANSWER

Details of the system-based metrics

Technical description of the service components

Clearly defined service outcomes

Legal language

Answer 20

What should be included in every service level agreement?

SELECT THE CORRECT ANSWER

Details of the system-based metrics

Technical description of the service components

Clearly defined service outcomes

Legal language

Question 21

What is the best way to track and manage improvements?

SELECT THE CORRECT ANSWER

Use a structured document called a continual improvement register

Appoint a leader for managing the improvements

Ask everyone to track and manage improvements initiated by them

Don’t track and manage improvements

Answer 21

What is the best way to track and manage improvements?

SELECT THE CORRECT ANSWER

Use a structured document called a continual improvement register

Appoint a leader for managing the improvements

Ask everyone to track and manage improvements initiated by them

Don’t track and manage improvements

Question 22

Which practice ensures that stakeholders’ needs are understood and product and services are prioritized appropriately?

SELECT THE CORRECT ANSWER

Continual improvement

Relationship management

Change control

Service desk

Answer 22

Which practice ensures that stakeholders’ needs are understood and product and services are prioritized appropriately?

SELECT THE CORRECT ANSWER

Continual improvement

Relationship management

Change control

Service desk

Question 23

Which of the following is NOT a key skillset required for service desk agents?

SELECT THE CORRECT ANSWER

Effective communication

Empathy

Customer service skills

Technical skills

Answer 23

Which of the following is NOT a key skillset required for service desk agents?

SELECT THE CORRECT ANSWER

Effective communication

Empathy

Customer service skills

Technical skills

Question 24

Which of the following is an example of incident?

SELECT THE CORRECT ANSWER

A user wants to reset the password of a server

A user has requested access to a shared repository

A backup server is being rebooted while services are running on the primary server

An application is not available during the business hours

Answer 24

Which of the following is an example of incident?

SELECT THE CORRECT ANSWER

A user wants to reset the password of a server

A user has requested access to a shared repository

A backup server is being rebooted while services are running on the primary server

An application is not available during the business hours

Question 25

**Which of the following can be used to access service desks?** SELECT THE CORRECT ANSWER Phone calls Email Text and social media messaging All of the above

Answer 25

Which of the following can be used to access service desks? SELECT THE CORRECT ANSWER Phone calls Email Text and social media messaging **All of the above**

Question 26

**What is the purpose of the service desk practice?** SELECT THE CORRECT ANSWER To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents To maximize the number of successful IT changes by ensuring risks are properly assessed To capture demand for incident resolution and service requests To set clear business-based targets for service performance

Answer 26

What is the purpose of the service desk practice? SELECT THE CORRECT ANSWER To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents To maximize the number of successful IT changes by ensuring risks are properly assessed **To capture demand for incident resolution and service requests** To set clear business-based targets for service performance

Question 27

**What are the different types of events?** SELECT THE CORRECT ANSWER Normal, standard, and emergency Informational, warning, and exception Normal and standard Informational, standard, and emergency

Answer 27

What are the different types of events? SELECT THE CORRECT ANSWER Normal, standard, and emergency **Informational, warning, and exception** Normal and standard Informational, standard, and emergency

Question 28

**Which activity captures the demand for incident resolution and service requests?** SELECT THE CORRECT ANSWER Change control Problem management Service desk Service catalogue management

Answer 28

Which activity captures the demand for incident resolution and service requests? SELECT THE CORRECT ANSWER Change control Problem management **Service desk** Service catalogue management

Question 29

**What are the two types of costs that a service consumer should evaluate?** SELECT THE CORRECT ANSWER The cost of creating the service and the cost charged for the service The costs removed by the service and the costs imposed by the service The cost of provisioning the service and the cost of improving the service The cost of purchasing software and the cost of purchasing hardware

Answer 29

What are the two types of costs that a service consumer should evaluate? SELECT THE CORRECT ANSWER The cost of creating the service and the cost charged for the service **The costs removed by the service and the costs imposed by the service** The cost of provisioning the service and the cost of improving the service The cost of purchasing software and the cost of purchasing hardware

Question 30

**Which practice is the responsibility of everyone in the organization?** SELECT THE CORRECT ANSWER Service level management Change control Problem management Continual improvement

Answer 30

Which practice is the responsibility of everyone in the organization? SELECT THE CORRECT ANSWER Service level management Change control Problem management **Continual improvement**

Question 31

**Which ITIL concept describes governance?** SELECT THE CORRECT ANSWER The seven guiding principles The four dimensions of service management The service value chain The service value system

Answer 31

Which ITIL concept describes governance? SELECT THE CORRECT ANSWER The seven guiding principles The four dimensions of service management The service value chain **The service value system**

Question 32

**Which of the following statements describes the nature of guiding principles?** SELECT THE CORRECT ANSWER A guiding principle can guide an organization in all circumstances Each guiding principle mandates specific actions and decisions An organization will select one of the principles to adopt Guiding principles describe the processes that all organizations must adopt

Answer 32

Which of the following statements describes the nature of guiding principles? SELECT THE CORRECT ANSWER **A guiding principle can guide an organization in all circumstances** Each guiding principle mandates specific actions and decisions An organization will select one of the principles to adopt Guiding principles describe the processes that all organizations must adopt

Question 33

**Which of the following are problem control activities? 1. Performing trend analysis of incident records 2. Preassessing the status of known errors that have not been resolved 3. Prioritizing problems for analysis based on the risk 4. Finding and documenting a workaround for future incidents when a problem cannot be resolved quickly** SELECT THE CORRECT ANSWER 1 and 2 1 and 3 2 and 3 3 and 4

Answer 33

Which of the following are problem control activities? 1. Performing trend analysis of incident records 2. Preassessing the status of known errors that have not been resolved 3. Prioritizing problems for analysis based on the risk 4. Finding and documenting a workaround for future incidents when a problem cannot be resolved quickly SELECT THE CORRECT ANSWER 1 and 2 1 and 3 2 and 3 **3 and 4**

Question 34

**What is the definition of utility?** SELECT THE CORRECT ANSWER A tangible or intangible deliverable that is produced by carrying out an activity The assurance that a product or service will meet agreed requirements A possible event that could cause harm or loss or make it more difficult to achieve objectives The functionality offered by a product or service to meet a particular need

Answer 34

What is the definition of utility? SELECT THE CORRECT ANSWER A tangible or intangible deliverable that is produced by carrying out an activity The assurance that a product or service will meet agreed requirements A possible event that could cause harm or loss or make it more difficult to achieve objectives **The functionality offered by a product or service to meet a particular need**

Question 35

**What is the purpose of problem management?** SELECT THE CORRECT ANSWER Helps direct the incident to the correct support area Reduces the likelihood and impact of incidents Ensures services are restored as soon as possible Determines how the service provider is perceived

Answer 35

What is the purpose of problem management? SELECT THE CORRECT ANSWER Helps direct the incident to the correct support area **Reduces the likelihood and impact of incidents** Ensures services are restored as soon as possible Determines how the service provider is perceived

Question 36

**A service provider describes a package that includes a laptop with software, licenses, and support. What is this package an example of?** SELECT THE CORRECT ANSWER Value Outcome Warranty of a service Service offering

Answer 36

A service provider describes a package that includes a laptop with software, licenses, and support. What is this package an example of? SELECT THE CORRECT ANSWER Value Outcome Warranty of a service **Service offering**

Question 37

**Service is a means of enabling value co-creation by facilitating \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_.** SELECT THE CORRECT ANSWER Warranty Outcomes Utility Outputs

Answer 37

Service is a means of enabling value co-creation by facilitating \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_. SELECT THE CORRECT ANSWER Warranty **Outcomes** Utility Outputs

Question 38

**Which value chain activity ensures people understand the organization's vision?** SELECT THE CORRECT ANSWER Improve Plan Deliver and support Obtain or build

Answer 38

Which value chain activity ensures people understand the organization's vision? SELECT THE CORRECT ANSWER Improve **Plan** Deliver and support Obtain or build

Question 39

**What is the key focus of the organizations and people dimension?** SELECT THE CORRECT ANSWER Security and compliance Communication systems and knowledge bases Workflow management and inventory systems Roles and responsibilities

Answer 39

What is the key focus of the organizations and people dimension? SELECT THE CORRECT ANSWER Security and compliance Communication systems and knowledge bases Workflow management and inventory systems **Roles and responsibilities**

Question 40

**Who defines the requirements for a service?** SELECT THE CORRECT ANSWER Service provider Customer User Sponsor

Answer 40

Who defines the requirements for a service? SELECT THE CORRECT ANSWER Service provider **Customer** User Sponsor