ITILv4 Sample Questions

Question 1

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

Security & Compliance
Communication systems and knowledge bases
Workflow management and inventory systems
Roles and responsibilities

Answer 1

Roles and responsibilities

The ‘organization and people’ dimension of a service covers roles and responsibilities, formal organizational structures, culture, and required staffing and competencies, all of which are related to the creation, delivery, and improvement of a service.

Question 2

Which describes outcomes?

Tangible or intangible deliverables
Functionality offered by a product or service
Results for a stakeholder
Configuration of an organization´s resources

Answer 2

Results for a stakeholder

An outcome is “A result for a stakeholder enabled by one or more outputs.” The definition of a service describes how the value of a service enables value co-creation by facilitating outcomes that customers want to achieve.

Question 3

What is the definition of warranty?

• 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 harm or loss, or make it more difficult to achieve objective
• The functionality offered by a product or service to meet a particular need.

Answer 3

The assurance that a product or service will meet agreed requirements

The definition of warranty is “assurance that a product or service will meet agreed requirements.”

Question 4

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.

the warrany
outcomes
the utility
outputs

Answer 4

outcomes

A service is “a means of value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.”

Question 5

Identify the missing word(s) in the following sentence. A(n) [?] is any component that needs to be managed in order to deliver an IT service.

Product
Outputs
Asset
Configuration Item

Answer 5

Configuration Item

A configuration item is any component that needs to be managed in order to deliver an IT service.

Question 6

Fill in the blank. [?] is/are defined as a recommendation that can guide an organization in all circumstances and will guide organizations when adopting service management.

Guiding Principles
Service Value Chain
Focus on Value
Governance

Answer 6

Guiding Principles

A guiding principle is defined as a recommendation that can guide an organization in all circumstances and will guide organizations when adopting service management. They are not described as prescriptive or mandatory.

Question 7

How does customer engagement contribute to the ‘service level management’ practice?

1. It captures information that metrics can be based on
2. It ensures the organization meets defined service levels
3. It defines the workflows for service requests
4. It supports progress discussions

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

Answer 7

D - 1 and 4

Customer engagement: This involves initial listening, discovery, and information capture on which to base metrics, measurement, and ongoing progress discussions. Service level management “ensures the organization meets the defined service levels through the collection, analysis, storage, and reporting of the relevant metrics for the identified services,” not just through customer engagement. The other answer is not correct since it may define the requirements for service requests but defining the workflow is part of service request management.

Question 8

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 8

D - 1 and 4

Problem management activities can identify improvement opportunities in all four dimensions of service management. Problem solutions can, in some cases, be treated as improvement opportunities, so they are included in a continual improvement register and use continual improvement techniques to prioritize and manage them.

Question 9

Which two needs should ‘change enablement’ 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