ITIL Foundation Certification Exam Questions - Part 2

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Which practice has a purpose that includes restoring normal service operation as quickly as possible?

Options are :

Supplier management
Problem management
Incident management
Deployment management
Answer : Incident management

ITIL Foundation Certification Exam


Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?

Options are :

Focus on value
Optimize and automate
Progress iteratively with feedback
Keep it simple and practical
Answer : Focus on value

Which guiding principle recommends assessing the current state and deciding what can be reused?

Options are :

Focus on value
Collaborate and promote visibility
Progress iteratively with feedback
Start where you are
Answer : Start where you are

Which is the BEST example of an emergency change?

Options are :

A low-risk computer upgrade implemented as a service request
The implementation of a security patch to a critical software application
The implementation of a planned new release of a software application
A scheduled major hardware and software implementation
Answer : The implementation of a security patch to a critical software application

ITIL 4 Foundation Practice Certification Exams (6 Exams) Set 5

Identify the missing words in the following sentence. The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.

Options are :

'focus on value' guiding principle
'service request management' practice
service value system
four dimensions of service management
Answer : service value system

How do all value chain activities transform inputs to outputs?

Options are :

By using a combination of practices
By using a single functional team
By implementing process automation
By determining service demand
Answer : By using a combination of practices

Which is the purpose of the 'monitoring and event management' practice?

Options are :

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
To protect the information needed by the organization to conduct its business
To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
To systematically observe services and service components, and record and report selected changes of state
Answer : To systematically observe services and service components, and record and report selected changes of state

ITIL Foundation Certification Exam Mock

Identify the missing word in the following sentence. A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.

Options are :

outputs
costs
risks
outcomes
Answer : outcomes

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

Options are :

3 and 4
2 and 3
1 and 4
1 and 2
Answer : 1 and 4

Why should service desk staff detect recurring issues?

Options are :

To help identify problems
To ensure effective handling of service requests
To escalate incidents to the correct support team
To engage the correct change authority
Answer : To help identify problems

ITIL Foundation Certification Exam Questions

Which is intended to help an organization adopt and adapt ITIL guidance?

Options are :

The guiding principles
The service value chain
The four dimensions of service management
Practices
Answer : The guiding principles

Which term describes the functionality offered by a service?

Options are :

Risk
Cost
Utility
Warranty
Answer : Utility

Which statement about known errors and problems is CORRECT?

Options are :

Known errors are managed by technical staff, problems are managed by service management staff
Known errors cause vulnerabilities, problems cause incidents
Known error is the status assigned to a problem after it has been analysed
A known error is the cause of one or more problems
Answer : Known error is the status assigned to a problem after it has been analysed

ITIL 4 Sample Exams [2021] Set 2

Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?

Options are :

Relationship management
Release management
IT asset management
Service desk
Answer : IT asset management

Identify the missing word in the following sentence. A known error is a problem that has been [?] and has not been resolved.

Options are :

analysed
closed
escalated
logged
Answer : analysed

Which joint activity performed by a service provider and service consumer ensures continual value co-creation?

Options are :

Service offering
Service provision
Service relationship management
Service consumption
Answer : Service relationship management

ITIL 4 Foundation Practice Certification Exams (6 Exams) Set 5

Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?

Options are :

Start where you are
Progress iteratively with feedback
Optimize and automate
Focus on value
Answer : Progress iteratively with feedback

Which value chain activity communicates the current status of all four dimensions of service management?

Options are :

Engage
Plan
Obtain/build
Improve
Answer : Plan

What does the 'service request management' practice depend on for maximum efficiency?

Options are :

Processes and procedures
Compliments and complaints
Self-service tools
Incident management
Answer : Processes and procedures

ITIL Foundation Certification Exam Questions

Which practice provides visibility of the organization's services by capturing and reporting on service performance?

Options are :

Service desk
Service request management
Service configuration management
Service level management
Answer : Service level management

Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?

Options are :

Service desk
Service configuration management
Monitoring and event management
IT asset management
Answer : Service configuration management

How should an organization include third-party suppliers in the continual improvement of services?

Options are :

Ensure suppliers include details of their approach to service improvement in contracts
Ensure that all supplier problem management activities result in improvements
Require evidence that the supplier implements all improvements using project management practices
Require evidence that the supplier uses agile development methods
Answer : Ensure suppliers include details of their approach to service improvement in contracts

ITIL Foundation Certification Exam Questions and Answers

Which practice may involve the initiation of disaster recovery?

Options are :

Service request management
Service level management
Incident management
IT asset management
Answer : Incident management

What is a problem?

Options are :

An addition or modification that could have an effect on services
Any change of state that has significance for the management of a configuration item
A cause or potential cause of one or more incidents
An unplanned reduction in the quality of a service
Answer : A cause or potential cause of one or more incidents

What type of change is MOST likely to be managed by the 'service request management' practice?

Options are :

An emergency change
A standard change
A normal change
An application change
Answer : A standard change

ITIL 4 Sample Exams [2021] Set 1

Which practice provides support for managing feedback, compliments and complaints from users?

Options are :

Incident management
Service request management
Change control
Problem management
Answer : Service request management

What considerations influence the supplier strategy of an organization?

Options are :

Contracts and agreements
Level of formality
Type of cooperation with suppliers
Corporate culture of the organization
Answer : Corporate culture of the organization

What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve?

Options are :

A practice
An output
Continual improvement
A service
Answer : A service

ITIL Foundation Certification Exam Questions and Answers

What should be done for every problem?

Options are :

It should be diagnosed to identify possible solutions
It should have a workaround to reduce the impact
It should be resolved so that it can be closed
It should be prioritized based on its potential impact and probability
Answer : It should be prioritized based on its potential impact and probability

What should all 'continual improvement' decisions be based on?

Options are :

An up-to-date balanced scorecard
Details of how services are measured
A recent maturity assessment
Accurate and carefully analysed data
Answer : Accurate and carefully analysed data

A service offering may include goods, access to resources, and service actions. Which is an example of a service action?


Options are :

A mobile phone enables a user to work remotely
A password allows a user connect to a WiFi network
A license allows a user to install a software product
A service desk agent provides support to a user (Correct)
Answer :A service desk agent provides support to a user

Which describes a CORRECT approach to change authorization?


Options are :

Changes included in the change schedule are pre-authorized and do not need additional authorization
Normal changes should be assessed and authorized before they are deployed (Correct)
Emergency changes should be authorized by as many people as possible to reduce risk
Normal changes are typically implemented as service requests and authorized by the service desk
Answer :Normal changes should be assessed and authorized before they are deployed

Which statement about a service value stream is CORRECT?


Options are :

It uses prescriptive inputs and outputs
It is a value chain activity
It integrates practices for a specific scenario (Correct)
It is used to provide governance
Answer :It integrates practices for a specific scenario

Which statement about outputs is CORRECT?


Options are :

They consist of several outcomes
They capture customer demand for services
They contribute to the achievement of outcomes (Correct)
They describe how the service performs
Answer :They contribute to the achievement of outcomes

Which is an example of a business-related measurement?


Options are :

The number of passengers checked in (Correct)
The average time to respond to change requests
The average resolution time for incidents
The number of problems resolved
Answer :The number of passengers checked in

Which includes governance, management practices, and continual improvement?


Options are :

The service value system (Correct)
The 'deliver and support' value chain activity
The 'focus on value' guiding principle
The 'value stream and processes' dimension
Answer :The service value system

Which practice is used to confirm customer requirements for services?


Options are :

Service request management
Service level management (Correct)
Service desk
Incident management
Answer :Service level management

What is the definition of a problem?


Options are :

An unplanned interruption to a service, or reduction in the quality of a service
A cause, or potential cause, of one or more incidents (Correct)
An incident for which a full resolution is not yet available
Any change of state that has significance for the management of a configuration item (CI)
Answer :A cause, or potential cause, of one or more incidents

Which practice provides a communications point for users to report operational issues, queries and requests?


Options are :

Incident management
Continual improvement
Service desk (Correct)
Relationship management
Answer :Service desk

What is utility?


Options are :

The functionality offered by a service to meet a particular need (Correct)
Assurance that a service will meet agreed requirements
The amount of money spent on a specific activity or resource
The perceived benefits, usefulness and importance of something
Answer :The functionality offered by a service to meet a particular need

An organization is notified by a supplier about a defect in a software product that they use. Which practice describes the activities needed to log and manage this?


Options are :

Incident management (Correct)
Problem management
Change enablement
Service desk
Answer :Incident management

How should the seven guiding principles be combined when an organization is making a decision?


Options are :

By using all the guiding principles equally when making any decision
By using the one or two guiding principles that are most relevant to the specific decision
By using the 'focus on value' principle and one or two others that are relevant to the specific decision
By reviewing each guiding principle to decide how relevant it is to the specific decision (Correct)
Answer :By reviewing each guiding principle to decide how relevant it is to the specific decision

An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?


Options are :

Collaborate and promote visibility (Correct)
Start where you are
Focus on value
Keep it simple and practical
Answer :Collaborate and promote visibility

Which practice has a strong influence on the user experience and perception of the service provider?


Options are :

Service desk (Correct)
Change enablement
Service level management
Supplier management
Answer :Service desk

Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?


Options are :

Information security management (Correct)
Continual improvement
Monitoring and event management
Service level management
Answer :Information security management

Which principle concentrates on service consumers?


Options are :

Start where you are
Optimize and automate
Keep it simple
Focus on value (Correct)
Answer :Focus on value

What must always be done before an activity is automated?


Options are :

Check that the activity has already been optimized (Correct)
Check that suitable new technology has been purchased
Ensure that DevOps has been successfully implemented
Ensure the solution removes the need for human intervention
Answer :Check that the activity has already been optimized

Which statement about service requests is CORRECT?


Options are :

Complex service requests should be dealt with as normal changes
Service requests that require simple workflows should be dealt with as incidents
Service requests require workflows that should use manual procedures and avoid automation
Service requests are usually formalized using standard procedures for initiation, approval and fulfillment (Correct)
Answer :Service requests are usually formalized using standard procedures for initiation, approval and fulfillment

Which is the BEST description of the value of a service to a customer?


Options are :

The amount of money the customer pays for using the service
The financial return the customer gets from using the service
The outcomes the customer receives by using the service
The customer's perception of the benefits of using the service (Correct)
Answer :The customer's perception of the benefits of using the service

Which practice is responsible for moving new or changed components to live or other environments?


Options are :

Release management
Deployment management (Correct)
Change enablement
Supplier management
Answer :Deployment management

Who is responsible for embedding continuing improvement into the way people think and work at a workplace?


Options are :

Highest levels of the organization (Correct)
Society
Service manager
All members of society
Answer :Highest levels of the organization

Who defines the requirements for a service and takes responsibility for the outcomes of service consumption?


Options are :

User
Sponsor
Customer (Correct)
Service provider
Answer :Customer

What is important for the success of ITSM?


Options are :

Relationships with all key stakeholders are understood and managed. (Correct)
Suppliers and investors are known form the start of the service
Government regulation are added as requirements
Users define requirements
Answer :Relationships with all key stakeholders are understood and managed.

Services that an organization provides are based on


Options are :

One or more of its services
One or more of its products (Correct)
One or more of its suppliers
One or more of its customers
Answer :One or more of its products

Which of the following would an organization consider its resources?

1. People

2. Information and technology

3. Value streams and processes

4. Partners and suppliers


Options are :

1 and 2 only
1 and 3 only
1 and 4 only
All of the above (Correct)
Answer :All of the above

A customer achieves value from a services without having to manage?


Options are :

Cost and risk (Correct)
Cost and time
Cost and technology
Cost and products
Answer :Cost and risk

An outcome can be described as a?


Options are :

Need for a stakeholder
Set of related services
Result for a stakeholder enabled by one or more outputs (Correct)
Result for a service provider enabled by one or more products
Answer :Result for a stakeholder enabled by one or more outputs

Service providers present their services to consumers in the form of?


Options are :

Service gifts
Service offerings (Correct)
Products
Resources
Answer :Service offerings

Service offering generally includes?

1. Goods

2. Access to resources

3. Service actions.

4. Technology


Options are :

1, 2 and 3 (Correct)
1 and 4 only
3 and 4 only
All of the above
Answer :1, 2 and 3

When goods are transferred from the provider to the consumer, who takes responsibility for their future use?


Options are :

Supplier
Service provider
Stakeholder
Consumer (Correct)
Answer :Consumer

Service actions must be performed by the service provider according to?


Options are :

Government regulations
Agreement (Correct)
Service provider requirements
Method of delivery
Answer :Agreement

Which of the following ownership is not transferred to the customer?


Options are :

Goods
Access to resources (Correct)
Service actions
Technology
Answer :Access to resources

What is establish between two or more organizations to co-create value?


Options are :

Service offering
Service technology
Service relationship (Correct)
Service meeting
Answer :Service relationship

What is a tangible or intangible deliverable of an activity?


Options are :

Outcome
Output (Correct)
Deliverable
Scope
Answer :Output

What are the two types of cost from a service consumer's perspective?


Options are :

Costs removed and cost imposed by the service (Correct)
Risk cost and product cost
Risk cost and cost removed
Cost imposed and risk cost
Answer :Costs removed and cost imposed by the service

What is a possible event that could cause harm to loss?


Options are :

Service failure
Risk (Correct)
Service loss
Service risk
Answer :Risk

What can be summarized as 'what the service can do'?


Options are :

Warranty
Service function
Service performance
Utility (Correct)
Answer :Utility

What practice ensures that conflicting stakeholder requirements are mediated appropriately?


Options are :

Relationship management practice (Correct)
Stakeholder Management
Conflict management
Problem management
Answer :Relationship management practice

What recovers from incidents after they have been detected?


Options are :

Prevention
Detection
Correction (Correct)
Users
Answer :Correction

What would be considered 'fit for use'


Options are :

Service
Utility
Warranty (Correct)
Usage
Answer :Warranty

What ensures that someone can't deny that they took an action?


Options are :

Confidentiality
Integrity
Non-repudiation (Correct)
Availability
Answer :Non-repudiation

Products are configurations of?


Options are :

Information and technology
People
Processes
Resources (Correct)
Answer :Resources

What can cause services to become undeliverable or not meeting expectations?


Options are :

Cost of service being too high
Risk not being removed
Failing to address all four dimensions properly (Correct)
Service introducing new risk
Answer :Failing to address all four dimensions properly

What should every person in the organization have a clear understanding of?


Options are :

Their contribution towards creating value (Correct)
Their authority levels
Their skillset and abilities
Their work schedules
Answer :Their contribution towards creating value

The organizations and people dimension of a service covers:

1. Roles

2. Formal organization structures

3. Processes



Options are :

1, 2 and 3
1 and 2 only (Correct)
1 and 3 only
None of the above
Answer :1 and 2 only

What is one or more metrics that defines expected or achieved service quality?


Options are :

Service requirement
Service goal
Service achievement
Service level (Correct)
Answer :Service level

Which approach to deployment is done to when new or changed components are deployed to all targets at the same time?


Options are :

Phased deployment
Continuous delivery
Big bang deployment (Correct)
Pull deployment
Answer :Big bang deployment

________________ is any financially valuable component that can contribute to the delivery of an IT product or service.




Options are :

Service Asset
Product Asset
User Asset
IT Asset (Correct)
Answer :IT Asset

Information security management must be driven from?


Options are :

Users
Senior level management (Correct)
IT Workers
Regulators
Answer :Senior level management

What would be considered 'fit for purpose'?


Options are :

Service
Utility (Correct)
Warranty
Usage
Answer :Utility

If a security incident cannot be prevented, what must be done?


Options are :

Change the service
Detection of the security of incident (Correct)
Correction of the security of incident
Changes in user training
Answer :Detection of the security of incident

Information security is critically dependent on the?


Options are :

IT Assets
Behavior of people (Correct)
Software used throughout the organization
Skills of IT workers
Answer :Behavior of people

What ensures that someone is who they claim to be?


Options are :

Confidentiality
Integrity
Non-repudiation
Authentication (Correct)
Answer :Authentication

What can be summarized as 'how the service performs?


Options are :

Warranty (Correct)
Service function
Service performance
Utility
Answer :Warranty

The purpose of the ___________ practice is to protect the information needed by the organization to conduct its business.


Options are :

Information security management (Correct)
Asset security management
User security management
Problem management
Answer :Information security management

The organization should evaluate and select suppliers based on

1. Importance and impact

2. Risk

3. Cost


Options are :

1, 2, and 3 (Correct)
1 and 2 only
2 and 3 only
1 and 3 only
Answer :1, 2, and 3

What is the ability of an organization, person, process, application, configuration item, or IT service to carry out an activity called?


Options are :

Offering
Capability (Correct)
Skills
Competence
Answer :Capability

Service offerings describes?


Options are :

Resources
Information and technology
One or more services based on one or more products. (Correct)
One or more configuration based on one or more technology
Answer :One or more services based on one or more products.

What is a repeatable approach to the management of a particular type of change?


Options are :

Change strategy
Change method
Change model (Correct)
Change types
Answer :Change model

What is a security objective that ensures information is not made available or disclosed to unauthorized entities?


Options are :

Confidentiality (Correct)
Entitled
Availability
Authentication
Answer :Confidentiality

Almost all services today are considered to be:


Options are :

IT-enabled (Correct)
Cloud enabled
Security enabled
Service desk enabled
Answer :IT-enabled

What are two key components of the ITIL framework?


Options are :

Service value system and service desk
Service value system and four dimensions model (Correct)
Four dimensions model and service desk
Four dimensions model and practices
Answer :Service value system and four dimensions model

How many core components does the service value system(SVS) contain?


Options are :

2
3
4
5 (Correct)
Answer :5

What part of the SVS helps to create the foundation for an organization culture?


Options are :

Service value chain
Practices
Guiding principles (Correct)
Continual improvement
Answer :Guiding principles

Customers will get value through the use of?


Options are :

Services (Correct)
Technology
Email
Financial resources
Answer :Services

What is a set of specialized organizational capabilities for enabling value for customers in the form of services?


Options are :

IT management
Service desk management
Service delivery management
Service management (Correct)
Answer :Service management

Value is subject to the?


Options are :

Cost of the service
Perception of the stakeholder (Correct)
Method of delivery
Technology used
Answer :Perception of the stakeholder

What does value co-creation means?


Options are :

Value is co-created between providers and technology
Value is co-created between providers and suppliers
Value is co-created between providers and consumers (Correct)
Value is co-created between providers and management
Answer :Value is co-created between providers and consumers

What is considered a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its goals?


Options are :

Service desk
Service support
Service value
Organization (Correct)
Answer :Organization

When provisioning services, an organization takes on the role of a?


Options are :

Service consumer
Service provider (Correct)
Consumer
Provider
Answer :Service provider

Who authorizes the budget for service consumption?


Options are :

Customer
Service provider
Senior management
Sponsor (Correct)
Answer :Sponsor

Which of the following is not part of the four dimensions model?


Options are :

Organizations and people
Information and technology
Partners and suppliers
Process streams and procedures (Correct)
Answer :Process streams and procedures

What is the purpose of an organization?


Options are :

To setup technology for customers
To meet customers' needs
To create value for stakeholders (Correct)
To manage IT Services for customers
Answer :To create value for stakeholders

Value is co-created through active collaboration between?


Options are :

Providers and consumers (Correct)
Providers only
Providers and technology
Providers and software
Answer :Providers and consumers

When receiving services, an organization takes on the role of the?


Options are :

Service consumer (Correct)
Service installer
Supplier
Stakeholder
Answer :Service consumer

All activities conducted by the organization should link back, directly or indirectly to?


Options are :

Services
Processes
Value (Correct)
Customers
Answer :Value

When focusing on value what should be done after the provider knows who the service is for?


Options are :

Find out the consumer perspectives of value (Correct)
Find out the customer experience
Find out the way to measure value
Find out how to provide the service
Answer :Find out the consumer perspectives of value

Before starting over and creating new services a provider should?


Options are :

Remove all unneeded services
Understand all resources needed for the new service
Consider what is already available to be leveraged. (Correct)
Speak to the service consumer
Answer :Consider what is already available to be leveraged.

Progress should be done?


Options are :

Quick and cost effective
Iteratively with feedback (Correct)
Iteratively and Quick
Quick with feedback
Answer :Iteratively with feedback

What is a feedback loop?


Options are :

Customers giving the same feedback
Never ending feedback
An output of one activity is an input to another activity (Correct)
Part of an output is assessing
Answer :An output of one activity is an input to another activity

What is a version of the final product which allows the maximum amount of validated learning with the least effort?


Options are :

Complete product
Cost saving product
Least useable product
Minimum viable product (Correct)
Answer :Minimum viable product

What is considered a 'silo activity'?


Options are :

Isolated work (Correct)
Collaborate work
Group work
Pool work
Answer :Isolated work

Working together in a way that leads to real accomplishment requires information, understanding, and _____________.


Options are :

Technology
Co-location
Trust (Correct)
Dedication
Answer :Trust

What leads to poor decision-making, which in turn impacts the organization's ability to improve internal capabilities?


Options are :

Insufficient team
Insufficient time
Insufficient visibility of work (Correct)
Insufficient practices
Answer :Insufficient visibility of work

What does it mean to understanding how all the parts of an organization work together in an integrated way?


Options are :

Think and work together
Think and work holistically (Correct)
Integration of services
Integration of technology
Answer :Think and work holistically

When trying to accomplish an objective you should?


Options are :

Use the maximum number of steps
Use the minimum number of steps (Correct)
Use complex steps
Use steps you understand
Answer :Use the minimum number of steps

What is the best route to achieving quick wins?


Options are :

Quick Steps
Complex steps
Simplicity (Correct)
None of the above
Answer :Simplicity

What refers to the use of technology to perform a step or series of steps correctly and consistently with limited or no human intervention?


Options are :

Optimization
Automation (Correct)
Computerization
Value Steams
Answer :Automation

The governing body of an organization is?


Options are :

Accountable only to government compliance
Accountable to the service desk
Accountable for policies
Accountable for the organization's compliance with policies and any external regulations. (Correct)
Answer :Accountable for the organization's compliance with policies and any external regulations.

Which practice focuses on reducing the likelihood of incidents?


Options are :

Problem management (Correct)
Service desk
Incident management
Change Enablement
Answer :Problem management

What in the service value chain ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across the organization?


Options are :

Plan (Correct)
Improve
Engage
Design
Answer :Plan

Software assets must be protected from unlawful?


Options are :

Purchases
Networking
Copying (Correct)
Installation
Answer :Copying

Hardware assets must be labelled for clear?


Options are :

Location
Identification (Correct)
Damages
Usage
Answer :Identification

IT asset management maintains information about the assets, their costs, and?


Options are :

Related contracts (Correct)
Usage
Disposal
Re-use
Answer :Related contracts

The IT asset register is often combined (or federated) with the information stored in a?


Options are :

Configuration management system (CMS) (Correct)
System management system (SMS)
Central management system (CMS)
Asset management system (AMS)
Answer :Configuration management system (CMS)

What is it called when the CI itself generates the operational alerts?


Options are :

Active monitoring
Passive monitoring (Correct)
Self-monitoring
System monitoring
Answer :Passive monitoring

What is it called when tools will poll key CIs, looking at their status to generate alerts when an exception condition is identified?


Options are :

Active monitoring (Correct)
Passive monitoring
Self-monitoring
System monitoring
Answer :Active monitoring

Problem control activities include problem analysis, and documenting workarounds and?


Options are :

Error control
Incident control
Known errors (Correct)
Problem prioritization
Answer :Known errors

Problems are prioritized for analysis based on the?


Options are :

Cost of fixing
Time needed to fix
Who is being affected
Risk they pose (Correct)
Answer :Risk they pose


Workarounds are documented in?


Options are :

Risk register
IT asset register
Problem register
Problem records (Correct)
Answer :Problem records