ITIL 4 Foundation Quiz

ITIL-4 Foundation Exam Questions & Answers

• Question 1: Which ITIL guiding principle recommends using existing services, processes, and tools when improving services?

  • Start where you are

• Question 2: Which practice has a purpose that includes ensuring that risks have been properly assessed?

  • Change control

• Question 3: When should a full risk assessment and authorization be carried out for a standard change?

  • When the procedure for the standard change is created

• Question 4: Which statement about emergency changes is CORRECT?

  • The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly

• Question 5: Which practice coordinates the classification, ownership, and communication of service requests and incidents?

  • Service desk

• Question 6: What is warranty?

  • Assurance that a product or service will meet agreed requirements

• Question 7: Which is part of service provision?

  • The management of resources configured to deliver the service

• Question 8: Which statement about a ‘continual improvement register’ is CORRECT?

  • It should be re-prioritized as ideas are documented

• Question 9: What are ‘engage,’ ‘plan,’ and ‘improve’ examples of?

  • Service value chain inputs

• Question 10: Which statement about outcomes is CORRECT?

  • An outcome can be enabled by more than one output

• Question 11: Which statement about service desks is CORRECT?

  • The service desk should work in close collaboration with support and development teams

• Question 12: Which practice updates information relating to symptoms and business impact?

  • Incident management

• Question 13: Which is included in the purpose of the ‘design and transition’ value chain activity?

  • Continually meeting stakeholder expectations for costs

• Question 14: Which practice has a purpose to support the quality of the service by handling all agreed user-initiated service requests?

  • Service request management

• Question 15: Which is NOT a component of the service value system?

  • The four dimensions of service management

• Question 16: Which statement about the steps to fulfill a service request is CORRECT?

  • They should be brief and simple

• Question 17: What is defined as a cause, or potential cause, of one or more incidents?

  • Problem

• Question 18: Which guiding principle recommends eliminating activities that do not contribute to the creation of value?

  • Optimize and automate

• Question 19: When should the effectiveness of a problem workaround be assessed?

  • Whenever the workaround is used

• Question 20: 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 [?].

  • Services

• Question 21: Which dimension considers how knowledge assets should be protected?

  • Information and technology

• Question 22: 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

• Question 23: Identify the missing words in the following sentence. The management of information security incidents usually requires [?].

  • Specialist teams

• Question 24: What are the ITIL guiding principles used for?

  • To ensure that an organization's performance continually meets stakeholders' expectations

• Question 25: Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

  • Each iteration should be continually re-evaluated based on feedback

• Question 26: What is the purpose of the ‘deployment management’ practice?

  • To move new or changed components to live environments

• Question 27: Which is a service request?

  • Requesting investigation of a degraded service

• Question 28: 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.

  • Users

• Question 29: What is a recommendation of the ‘focus on value’ guiding principle?

  • Focus on value at every step of the improvement

• Question 30: Which guiding principle recommends standardizing and streamlining manual tasks?

  • Optimize and automate

• Question 31: Which describes a set of defined steps for implementing improvements?

  • The ‘continual improvement model’

• ...and so on... (remaining questions follow a similar format)