ITIL 4 Foundation Sample 1

Question 1

What is a standard change?

A. A change that is well understood, fully documented and pre-authorized.
B. A change that needs to be assessed, authorized, and scheduled by a change authority.
C. A change that doesn’t need a risk assessment because it is required to resolve an incident.
D. A change that is assessed, authorized, and scheduled as part of ‘continual improvement’.

Answer 1

A. A change that is well understood, fully documented and pre-authorized

Question 2

What is the PRIMARY use of a change schedule?

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

Answer 2

C. To plan changes and help avoid conflicts

Question 3

Which practice is the responsibility of everyone in the organization?

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

Answer 3

D. Continual improvement

Question 4

What happens if a workaround becomes the permanent way of dealing with a problem that
cannot be resolved cost-effectively?

A. A change request is submitted to change enablement
B. Problem management restores the service as soon as possible
C. The problem remains in the known error status
D. The problem record is deleted

Answer 4

C. The problem remains in the known error status

Question 5

Which guiding principle recommends that the four dimensions of service management are
considered?

A. Think and work holistically
B. Progress iteratively with feedback
C. Focus on value
D. Keep it simple and practical

Answer 5

A. Think and work holistically

Question 6

Which practice is responsible for moving components to live environments?

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

Answer 6

D. Deployment management

Question 7

Which practice provides a single point of contact for users?

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

Answer 7

C. Service desk

Question 8

Which practice includes the classification and ownership of queries and requests from users?

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

Answer 8

A. Service desk

Question 9

What is the definition of change?

A. To add, modify or remove anything that could have a direct or indirect effect on services
B. To ensure that accurate and reliable information about the configuration of services is available
C. To make new and changed services and features available for use
D. To move new or changed hardware, software, or any other component to live environments

Answer 9

A. To add, modify or remove anything that could have a direct or indirect effect on services

Question 10

What is the definition of an event?

A. Any change of state that has significance for the management of a service or other configuration item
B. Any component that needs to be managed in order to deliver an IT service
C. An unplanned interruption to a service or reduction in the quality of a service
D. Any financially valuable component that can contribute to the delivery of an IT product or service

Answer 10

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

Question 11

Which value chain activity ensures people understand the organization’s vision?

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

Answer 11

B. Plan

Question 12

How does categorization of incidents assist the ‘incident management’ practice?

A. It helps direct the incident to the correct support area
B. It determines the priority assigned to the incident
C. It ensures that incidents are resolved in timescales agreed with the customer
D. It determines how the service provider is perceived

Answer 12

A. It helps direct the incident to the correct support area

Question 13

Which practice has the purpose of making new and changed services and features available for use?

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

Answer 13

C. Release management

Question 14

Which service management dimension is focused on activities and how these are coordinated?

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

Answer 14

D. Value streams and processes

Question 15

Which statement about a change authority is CORRECT?

A. A single change authority should be assigned to authorize all types of change and change models
B. A change authority should be assigned for each type of change and change model
C. Normal changes are pre-authorized and do not need a change authority
D. Emergency changes can be implemented without authorization from a change authority

Answer 15

B. A change authority should be assigned for each type of change and change model

Question 16

Which is a recommendation of the ‘continual improvement’ practice?

A. There should at least be a small team dedicated to leading ‘continual improvement’ efforts
B. All improvements should be managed as multi-phase projects
C. ‘Continual improvement’ should be isolated from other practices
D. External suppliers should be excluded from improvement initiatives

Answer 16

A. There should at least be a small team dedicated to leading ‘continual improvement’ efforts

Question 17

Identify the missing word in the following sentence.
The purpose of the ‘information security management’ practice is to [?] the organization’s
information

A. store
B. provide
C. audit
D. protect

Answer 17

D. protect

Question 18

Which is a recommendation of the ‘service desk’ practice?

A. Service desks should avoid the use of automation
B. Service desks should be highly technical
C. Service desks should understand the wider organization
D. Service desks should be a physical team in a single fixed location

Answer 18

C. Service desks should understand the wider organization

Question 19

What are the two types of cost that a service consumer should evaluate?

A. The price of the service, and the cost of creating the service
B. The costs removed by the service, and the costs imposed by the service
C. The cost of provisioning the service, and the cost of improving the service
D. The cost of software, and the cost of hardware

Answer 19

B. The costs removed by the service, and the costs imposed by the service

Question 20

Which describes outcomes?

A. Tangible or intangible deliverables
B. Functionality offered by a product or service
C. Results desired by a stakeholder
D. Configuration of an organization’s resources

Answer 20

C. Results desired by a stakeholder

Question 21

Which statement about the value chain activities is CORRECT?

A. Every practice belongs to a specific value chain activity
B. A specific combination of value chain activities and practices forms a service relationship
C. Service value chain activities form a single workflow that enables value creation
D. Each value chain activity contributes to the value chain by transforming specific inputs into outputs

Answer 21

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

Question 22

Which is a purpose of the ‘service desk’ practice?

A. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
B. To maximize the number of successful IT changes by ensuring risks are properly assessed
C. To capture demand for incident resolution and service requests
D. To set clear business-based targets for service performance

Answer 22

C. To capture demand for incident resolution and service requests

Question 23

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

A. Focus on value
B. Start where you are
C. Progress iteratively with feedback
D. Collaborate and promote visibility

Answer 23

C. Progress iteratively with feedback

Question 24

Which is NOT usually included as part of incident management?

A. Scripts for collecting initial information about incidents
B. Formalized procedures for logging incidents
C. Detailed procedures for the diagnosis of incidents
D. The use of specialized knowledge for complicated incidents

Answer 24

C. Detailed procedures for the diagnosis of incidents

Question 25

What should be done first when applying the ‘focus on value’ guiding principle?

A. Identify the outcomes that the service facilitates
B. Identify all suppliers and partners involved in the service
C. Determine who the service consumer is in each situation
D. Determine the cost of providing the service

Answer 25

C. Determine who the service consumer is in each situation

Question 26

Which ITIL concept describes governance?

A. The seven guiding principles
B. The four dimensions of service management
C. The service value chain
D. The service value system

Answer 26

D. The service value system

Question 27

Which practices are typically involved in the implementation of a problem resolution?
1. Continual improvement
2. Service request management
3. Service level management
4. Change enablement

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

Answer 27

D. 1 and 4

Question 28

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

A. Try to create a solution for every exception
B. Understand how each element contributes to value creation
C. Ignore the conflicting objectives of different stakeholders
D. Start with a complex solution, then simplify

Answer 28

B. Understand how each element contributes to value creation

Question 29

Which would be supported by the ‘service request management’ practice?

A. A request to authorize a change that could have an effect on a service
B. A request from a user for something which is a normal part of service delivery
C. A request to restore service after a service interruption
D. A request to investigate the cause of multiple related incidents

Answer 29

B. A request from a user for something which is a normal part of service delivery

Question 30

What is the definition of warranty?

A. A tangible or intangible deliverable that is produced by carrying out an activity
B. The assurance that a product or service will meet agreed requirements
C. A possible event that could cause harm or loss, or make it more difficult to achieve objectives
D. The functionality offered by a product or service to meet a particular need

Answer 30

B. The assurance that a product or service will meet agreed requirements

Question 31

Which is a potential benefit of using an IT service management tool to support the ‘incident
management’ practice?

A. It may ensure that the cause of incidents is identified within agreed times
B. It may provide automated matching of incidents to problems or known errors
C. It may ensure that supplier contracts are aligned with the needs of the service provider
D. It may provide automated resolution and closure of complex incidents

Answer 31

B. It may provide automated matching of incidents to problems or known errors

Question 32

Which role submits service requests?

A. The user, or their authorized representative
B. The customer, or their authorized representative
C. The sponsor, or their authorized representative
D. The supplier, or their authorized representative

Answer 32

A. The user, or their authorized representative

Question 33

Identify the missing word(s) in the following sentence.
A service is a means of enabling value co-creation by facilitating [?] that customers want to
achieve

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

Answer 33

B. outcomes

Question 34

What is the purpose of the ‘supplier management’ practice?

A. To ensure that the organization‘s suppliers and their performance are managed appropriately to support the seamless provision of quality products and services
B. To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services
C. To ensure that the organization’s suppliers and their performance are managed appropriately at strategic and tactical levels through coordinated marketing, selling, and delivery activities
D. To ensure that accurate and reliable information about the configuration of suppliers’ services is available when and where it is needed

Answer 34

A. To ensure that the organization‘s suppliers and their performance are managed appropriately to support the seamless provision of quality products and services

Question 35

Which describes the nature of the guiding principles?

A. Guiding principles can guide an organization in all circumstances
B. Each guiding principle mandates specific actions and decisions
C. An organization will select and adopt only one of the seven guiding principles
D. Guiding principles describe the processes that all organizations must adopt

Answer 35

A. Guiding principles can guide an organization in all circumstances

Question 36

A service provider describes a package that includes a laptop with software, licenses, and
support. What is this package an example of?

A. Value
B. An outcome
C. Warranty
D. A service offering

Answer 36

D. A service offering

Question 37

Which guiding principle recommends collecting data before deciding what can be re-used?

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

Answer 37

B. Start where you are

Question 38

Which practice identifies metrics that reflect the customer’s experience of a service?

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

Answer 38

C. Service level management

Question 39

Which is NOT a key focus of the ‘information and technology’ dimension?

A. Security and compliance
B. Communication systems and knowledge bases
C. Workflow management and inventory systems
D. Roles and responsibilities

Answer 39

D. Roles and responsibilities

Question 40

How should an organization adopt continual improvement methods?

A. Use a new method for each improvement the organization handles
B. Select a few key methods for the types of improvement that the organization handles
C. Build the capability to use as many improvement methods as possible
D. Select a single method for all improvements that the organization handles

Answer 40

B. Select a few key methods for the types of improvement that the organization handles