ITIL 4 Foundation Sample Paper 1 PDF

ITIL® 4 Foundation Sample Paper 1 Question Booklet | Multiple Choice Examination | 1 Hour Official Training Materials For individual use only; may not be reprinted, reused, or distributed. ...

ITIL® 4 Foundation Sample Paper 1 Question Booklet | Multiple Choice Examination | 1 Hour Official Training Materials For individual use only; may not be reprinted, reused, or distributed.  1. Which practice is responsible for moving components to live environments? A. Change enablement B. Release management C. IT asset management D. Deployment management 2. 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 3. 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 4. 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 5. 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 6. 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 7. 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 ITIL® 4 Foundation Sample Paper 1 | Copyright© PeopleCert International Ltd. 3 For individual use only; may not be reprinted, reused, or distributed.  8. Which is a recommendation of the ‘continual improvement’ practice? 15. Identify the missing word in the following sentence. A. There should at least be a small team dedicated to leading ‘continual improvement’ The purpose of the ‘information security management’ practice is to [?] the organization’s efforts information. B. All improvements should be managed as multi-phase projects A. store C. ‘Continual improvement' should be isolated from other practices B. provide D. External suppliers should be excluded from improvement initiatives C. audit D. protect 9. Which is a potential benefit of using an IT service management tool to support the 'incident management' practice? 16. Which guiding principle recommends collecting data before deciding what can be re-used? A. It may ensure that the cause of incidents is identified within agreed times A. Focus on value B. It may provide automated matching of incidents to problems or known errors B. Start where you are C. It may ensure that supplier contracts are aligned with the needs of the service provider C. Keep it simple and practical D. It may provide automated resolution and closure of complex incidents D. Progress iteratively with feedback 10. Which role submits service requests? 17. Which is NOT usually included as part of incident management? A. The user, or their authorized representative A. Scripts for collecting initial information about incidents B. The customer, or their authorized representative B. Formalized procedures for logging incidents C. The sponsor, or their authorized representative C. Detailed procedures for the diagnosis of incidents D. The supplier, or their authorized representative D. The use of specialized knowledge for complicated incidents 11. Which practice provides a single point of contact for users? 18. Which describes the nature of the guiding principles? A. Incident management A. Guiding principles can guide an organization in all circumstances B. Change enablement B. Each guiding principle mandates specific actions and decisions C. Service desk C. An organization will select and adopt only one of the seven guiding principles D. Service request management D. Guiding principles describe the processes that all organizations must adopt 12. Which guiding principle recommends that the four dimensions of service management are 19. Which statement about a change authority is CORRECT? considered? A. A single change authority should be assigned to authorize all types of change and change A. Think and work holistically models B. Progress iteratively with feedback B. A change authority should be assigned for each type of change and change model C. Focus on value C. Normal changes are pre-authorized and do not need a change authority D. Keep it simple and practical D. Emergency changes can be implemented without authorization from a change authority 13. Which would be supported by the ‘service request management’ practice? 20. Which practice has the purpose of making new and changed services and features available A. A request to authorize a change that could have an effect on a service for use? B. A request from a user for something which is a normal part of service delivery A. Change enablement C. A request to restore service after a service interruption B. Service request management D. A request to investigate the cause of multiple related incidents C. Release management D. Deployment management 14. Which practice is the responsibility of everyone in the organization? A. Service level management 21. Which value chain activity ensures people understand the organization’s vision? B. Change enablement A. Improve C. Problem management B. Plan D. Continual improvement C. Deliver and support D. Obtain/build 4 ITIL® 4 Foundation Sample Paper 1 | Copyright© PeopleCert International Ltd. ITIL® 4 Foundation Sample Paper 1 | Copyright© PeopleCert International Ltd. 5 For individual use only; may not be reprinted, reused, or distributed.  22. Which statement about the value chain activities is CORRECT? 29. Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner? A. Every practice belongs to a specific value chain activity B. A specific combination of value chain activities and practices forms a service relationship A. Focus on value C. Service value chain activities form a single workflow that enables value creation B. Start where you are D. Each value chain activity contributes to the value chain by transforming specific inputs C. Progress iteratively with feedback into outputs D. Collaborate and promote visibility 23. What is the purpose of the ‘supplier management’ practice? 30. What is a standard change? A. To ensure that the organization‘s suppliers and their performance are managed A. A change that is well understood, fully documented and pre-authorized appropriately to support the seamless provision of quality products and services B. A change that needs to be assessed, authorized, and scheduled by a change authority B. To align the organization's practices and services with changing business needs through C. A change that doesn’t need a risk assessment because it is required to resolve an incident the ongoing identification and improvement of services D. A change that is assessed, authorized, and scheduled as part of ‘continual improvement’ 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 31. What happens if a workaround becomes the permanent way of dealing with a problem that D. To ensure that accurate and reliable information about the configuration of suppliers' cannot be resolved cost-effectively? services is available when and where it is needed A. A change request is submitted to change enablement B. Problem management restores the service as soon as possible 24. What are the two types of cost that a service consumer should evaluate? C. The problem remains in the known error status A. The price of the service, and the cost of creating the service D. The problem record is deleted 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 32. What is the definition of change? D. The cost of software, and the cost of hardware 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 25. Which is a purpose of the ‘service desk’ practice? available A. To reduce the likelihood and impact of incidents by identifying actual and potential C. To make new and changed services and features available for use causes of incidents D. To move new or changed hardware, software, or any other component to live B. To maximize the number of successful IT changes by ensuring risks are properly assessed environments C. To capture demand for incident resolution and service requests D. To set clear business-based targets for service performance 33. What is the definition of an event? A. Any change of state that has significance for the management of a service or other 26. How should an organization adopt continual improvement methods? configuration item A. Use a new method for each improvement the organization handles B. Any component that needs to be managed in order to deliver an IT service B. Select a few key methods for the types of improvement that the organization handles C. An unplanned interruption to a service or reduction in the quality of a service C. Build the capability to use as many improvement methods as possible D. Any financially valuable component that can contribute to the delivery of an IT product or D. Select a single method for all improvements that the organization handles service 27. Which ITIL concept describes governance? 34. Which describes outcomes? A. The seven guiding principles A. Tangible or intangible deliverables B. The four dimensions of service management B. Functionality offered by a product or service C. The service value chain C. Results desired by a stakeholder D. The service value system D. Configuration of an organization’s resources 28. Which is a recommendation of the ‘service desk’ practice? 35. Which is NOT a key focus of the ‘information and technology’ dimension? A. Service desks should avoid the use of automation A. Security and compliance B. Service desks should be highly technical B. Communication systems and knowledge bases C. Service desks should understand the wider organization C. Workflow management and inventory systems D. Service desks should be a physical team in a single fixed location D. Roles and responsibilities 6 ITIL® 4 Foundation Sample Paper 1 | Copyright© PeopleCert International Ltd. ITIL® 4 Foundation Sample Paper 1 | Copyright© PeopleCert International Ltd. 7 For individual use only; may not be reprinted, reused, or distributed.  36. Which practices are typically involved in the implementation of a problem resolution? Notes 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 37. 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 38. 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 39. 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 40. 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 8 ITIL® 4 Foundation Sample Paper 1 | Copyright© PeopleCert International Ltd. ITIL® 4 Foundation Sample Paper 1 | Copyright© PeopleCert International Ltd. 9 For individual use only; may not be reprinted, reused, or distributed.  Notes Notes 10 ITIL® 4 Foundation Sample Paper 1 | Copyright© PeopleCert International Ltd. ITIL® 4 Foundation Sample Paper 1 | Copyright© PeopleCert International Ltd. 11 For individual use only; may not be reprinted, reused, or distributed. For individual use only; may not be reprinted, reused, or distributed.