ITIL 4 Foundation Question Bank PDF

ITIL 4 Foundation Question Bank 1. When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances? A. Minimum viable product B. Feedback loop C. Analysis paralysis D. Direct observation 2. Which practice has a purp...

ITIL 4 Foundation Question Bank 1. When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances? A. Minimum viable product B. Feedback loop C. Analysis paralysis D. Direct observation 2. Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service? A. Deployment management B. Service configuration management C. Change enablement D. IT asset management 3. Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled? A. Incident management B. Service level management C. Problem management D. Service Request Management 4. A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this? A. Incident management B. Problem management C. Change enablement D. Service request management 5. Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence? A. Service desk B. Continual improvement C. Problem management D. Service request management 6. What is the definition of 'service management'? A. A set of specialized organizational capabilities for enabling value for customers in the form of services B. A result for a stakeholder enabled by one or more outputs C. A formal description of one or more services, designed to address the needs of a target consumer group D. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation 7. Which is a description of service provision? A. A formal description of one or more services, designed to address the needs of a service consumer B. Cooperation between two organizations to ensure that a service delivers value C. Activities that an organization performs to deliver services D. A way to help create value by facilitating outcomes that service consumers need 8. How is a 'continual improvement register' used? A. To authorize changes to implement improvement initiatives B. To organize past, present, and future improvement ideas C. To provide a structured approach to implementing improvements D. To record requests for provision of a resource or service 9. Which is an input to the service value system? A. The system of directing and controlling an organization B. Recommendations to help an organization in all aspects of its work C. A model to help meet stakeholders' expectations D. A need from consumers for new or changed services 10. Which organization delivers outputs or outcomes of a service? A. A service provider delivers outputs of the service B. A service provider delivers outcomes of the service C. A service consumer delivers outputs of the service D. A service consumer delivers outcomes of the service 11. Which practice requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers? A. Service level management B. Supplier management C. Service desk D. Service request management 12. What is used as a tool to help define and measure performance? A. A service level agreement B. A continual improvement register C. An incident record D. A change schedule 13. Which statement about the inputs and outputs of the value chain activities is CORRECT? A. Inputs and outputs are fixed for each value chain activity B. Some value chain activities only have inputs, whereas others only have outputs C. The organization's governance will determine the inputs and outputs of each value chain activity D. Each value chain activity receives inputs and provides outputs 14. Identify the missing word in the following sentence. The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [?], and the CIs that support them, is available when and where it is needed. A. organizations B. outcomes C. IT assets D. services 15. Which value chain activity is concerned with the availability of service components? A. Deliver and support B. Obtain/build C. Plan D. Design and transition 16. Which is the BEST type of resource for investigating complex incidents? A. Self-help systems B. Knowledgeable support staff C. Detailed work instructions D. Disaster recovery plans 17. Which is the cause, or potential cause, of one or more incidents? A. A known error B. A change C. An event D. A problem 18. Which is the FIRST action when optimizing a service? A. Implement the improvements B. Assess the current state C. Understand the organizational context D. Agree the future state 19. Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization? A. Service request management B. Change enablement C. Service level management D. Incident management 20. Which is a financially valuable component that can contribute to the delivery of a service? A. Configuration item B. Service offering C. Sponsor D. IT asset 21. Which is described by the 'organizations and people' dimension of service management? A. Workflows and controls B. Communication and collaboration C. Inputs and outputs D. Contracts and agreements 22. What is the customer of a service responsible for? A. Defining the requirements for the service B. Authorizing the budget for the service C. Using the service D. Provisioning the service 23. Which term is used to describe removing something that could have an effect on a service? A. An IT asset B. A problem C. A change D. An incident 24. Which TWO BEST describe the guiding principles? 1. Short-term 2. Standards 3. Recommendations 4. Long-term A. 1 and 2 B. 2 and 3 C. 3 and 4 D. 1 and 4 25. Which BEST describes the focus of the 'think and work holistically' principle? A. Integrating an organization's activities to deliver value B. Considering the existing organizational assets before building something new C. Breaking down large initiatives into smaller pieces of work D. Eliminating unnecessary steps to deliver valuable outcomes26. 26. Which practice has a purpose that includes managing authentication and non- repudiation? A. Information security management B. Change enablement C. Service configuration management D. IT asset management 27. Which of the following is the MOST important for effective incident management? A. Collaboration tools and techniques B. Balanced scorecard review C. Automated pipelines D. A variety of access channels 28. Which practice handles all pre-defined user-initiated service actions? A. Deployment management B. Incident management C. Service level management D. Service request management 29. Which is the FIRST thing to consider when focusing on value? A. Understanding what is valuable to the service consumer B. Defining customer experience and user experience C. Ensuring value is co-created by improvement initiatives D. Identifying the service consumer who will receive value 30. Identify the missing word in the following sentence. An organization which is undertaking an improvement initiative should [?] the existing methods and services when building for the future. A. Consider B. Re-use C. Discard D. Improve 31. For which purpose would the continual improvement practice use a SWOT analysis? A. Understanding the current state B. Defining the future desired state C. Tracking and managing ideas D. Ensuring everyone actively participates 32. What is the difference between the 'incident management' and 'service desk' practices? A. Incident management restores service operation, service desk provides communication with users B. Incident management resolves complex issues, service desk resolves simpler issues C. Incident management resolves issues, service desk investigates the underlying causes of issues D. Incident management manages interruptions to services, service desk monitors achieved service quality 33. Which step of the 'continual improvement model' defines measurable targets? A. What is the vision? B. Where are we now? C. Where do we want to be? D. How do we get there? 34. Which is part of the value proposition of a service? A. Costs removed from the consumer by the service B. Costs imposed on the consumer by the service C. Outputs of the service received by the consumer D. Risks imposed on the consumer by the service 35. Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds? A. Problem identification B. Problem control C. Error control D. Problem analysis 36. What is included in the purpose of the 'release management' practice? A. Ensuring information about services is available B. Moving new software to live environments C. Making new features available for use D. Authorizing changes to proceed 37. Why should a service level agreement include bundles of metrics? A. To reduce the number of metrics that need to be measured and reported B. To ensure that all services are included in the service reports C. To ensure that the service levels have been agreed with customers D. To help focus on business outcomes, rather than operational results 38. Which is an example of a service request? A. A request for normal operation to be restored B. A request to implement a security patch C. A request for access to a file D. A request to investigate the cause of an incident 39. Which of the four dimensions contributes MOST to defining activities needed to deliver services? A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes. 40. Which practice balances management of risk with maximizing throughput? A. Incident management B. Problem management C. Continual improvement D. Change enablement 41. Which is recommended as part of the 'progress iteratively with feedback' guiding principle? A. Prohibit changes to plans after they have been finalized B. Analyse the whole situation in detail before taking any action C. Reduce the number of steps that produce tangible results D. Organize work into small manageable units 42. What is included in the purpose of the 'continual improvement' practice? A. Ensuring that delivery of services is properly assessed, monitored, and improved against targets B. Identifying and continually improving relationships with and between stakeholders C. Creating collaborative relationships with key suppliers to realize new value D. Aligning the organization’s practices and services with changing business needs 43. Which term is used to describe removing something that could have an effect on a service? A. An IT asset B. A problem C. A change D. An incident 44. How does the 'incident management' practice set user expectations? A. By agreeing, and communicating target resolution times B. By assigning resources to ensure that all incidents are resolved as quickly as possible C. By automated matching of incidents to known errors D. By using collaboration tools to communicate effectively 45. What is the difference between the 'incident management' and 'service desk' practices? A. Incident management restores service operation, service desk provides communication with users B. Incident management resolves complex issues, service desk resolves simpler issues C. Incident management resolves issues, service desk investigates the underlying causes of issues D. Incident management manages interruptions to services, service desk monitors achieved service quality 46. What is a user? A. The role that directs and controls an organization B. The role that uses services C. The role that authorizes budget for service consumption D. The role that defines the requirements for a service 47. Which is a description of service provision? A. A formal description of one or more services, designed to address the needs of a service consumer B. Cooperation between two organizations to ensure that a service delivers value C. Activities that an organization performs to deliver services D. A way to help create value by facilitating outcomes that service consumers need 48. How do 'continual improvement registers' help to create value? A. By documenting all improvement ideas in a single place B. By making improvements visible C. By assigning change authorities for change requests D. By monitoring achievement against service level targets 49. Which statement about the inputs and outputs of the value chain activities is CORRECT? A. Inputs and outputs are fixed for each value chain activity B. Some value chain activities only have inputs, whereas others only have outputs C. The organization's governance will determine the inputs and outputs of each value chain activity D. Each value chain activity receives inputs and provides outputs 50. What is the value of a service? A. The benefits, usefulness, or importance of the service, as perceived by the stakeholders B. The amount of money that is created or saved for the service consumers by using the service C. A tangible or intangible deliverable of the service D. A result for a stakeholder enabled by the outputs of the service 51. Which is the MOST LIKELY way of resolving major incidents? A. Users establishing a resolution using self-help B. The service desk identifying the cause and a resolution C. A temporary team working together to identify a resolution D. A support team following detailed procedures for investigating the incident 52. What is the CORRECT order for the three phases of problem management? A. Problem control, error control, problem identification B. Error control, problem control, problem identification C. Problem identification, problem control, error control D. Problem identification, error control, problem control 53. Which value chain activity ensures that ongoing service activity meets user expectations? A. Plan B. Engage C. Obtain/build D. Deliver and support 54. What is included in the purpose of the 'IT asset management' practice? A. Moving assets to live or other environments for testing or staging B. Supporting decision-making about purchase, re-use, retirement, and disposal of assets C. Making new and changed assets available for use D. Providing information on how assets are configured and the relationships between them 55. Which component is focused on the activities needed by an organization to help it co-create value? A. Service value chain B. Continual improvement C. Guiding principles D. Practices 56. Why and how is a user MOST LIKELY to contact the service desk? A. To report a problem using a mobile app B. To authorize an emergency change via live chat C. To request access to a resource via a self service portal D. To discuss the cause of an incident via a phone call 57. Which is the cause, or potential cause, of one or more incidents? A. A known error B. A change C. An event D. A problem 58. Which guiding principle recommends using ideas from ITIL, Lean, DevOps, Kanban, and other sources to help drive improvements? A. Focus on value B. Start where you are C. Think and work holistically D. Optimize and automate 59. What is used as a tool to help define and measure performance? A. A service level agreement B. A continual improvement register C. An incident record D. A change schedule 60. Which is a financially valuable component that can contribute to the delivery of a service? A. Configuration item B. Service offering C. Sponsor D. IT asset 61. Which of the four dimensions is concerned with service integration and management? A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes 62. Which facilitates outcomes that customers want to achieve? A. Service B. Warranty C. Organization D. IT asset 63. What may form part of a service request procedure? A. The method of diagnosing the cause B. Authorization in accordance with a security policy C. The timescale for restoration of service D. Escalation to the appropriate change authority 64. Which ITIL concept helps an organization to make good decisions? A. Four dimensions of service management B. Guiding principles C. Service value chain D. Practices 65. When applying the 'collaborate and promote visibility' principle to an organization's initiative, which is NOT a necessary action? A. Ensuring everyone involved in the initiative is in agreement about it before starting B. Considering different methods of communication for the different audiences C. Basing decisions about the initiative on visible data D. Communicating information about the initiative to other parts of the organization 66. Which practice identifies changes of state related to infrastructure, services, and business processes? A. Monitoring and event management B. Change enablement C. Information security management D. Service configuration management 67. Which practice requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers? A. Service level management B. Supplier management C. Service desk D. Service request management 68. What is included in the purpose of the 'relationship management' practice? A. Creating collaborative relationships with key suppliers to uncover and realize new value B. Setting clear business-based targets so that the delivery of a service can be properly assessed C. Identifying, analysing, monitoring, and the continual improvement of relationships with stakeholders D. Handling all pre-defined, user-initiated service requests in an effective and user-friendly manner 69. Identify the missing word(s) in the following sentence. When an organization is assessing its current state, it should use [?] to obtain accurate measurements. A. Reports B. Risk management techniques C. Source data D. Assumptions 70. How should a process design allow for exceptional situations? A. Create an additional process for each exception B. Include all exception steps in the main process C. Create rules to handle exceptions generally D. Remove the option for process exceptions 71. Which practice needs the right culture to be embedded across the entire organization? A. Service level management B. Service request management C. Continual improvement D. Change enablement 72. Why should a service level agreement include bundles of metrics? A. To reduce the number of metrics that need to be measured and reported B. To ensure that all services are included in the service reports C. To ensure that the service levels have been agreed with customers D. To help focus on business outcomes, rather than operational results 73. Which practice balances management of risk with maximizing throughput? A. Incident management B. Problem management C. Continual improvement D. Change enablement 74. Which term could be used to refer to a single person who has independently subscribed to a service? A. Service provider B. Service desk C. Organization D. Supplier 75. What is the MOST LIKELY reason that incident management would need a temporary team to work together? A. To escalate an incident to a supplier or partner B. So users can resolve their own incidents with self-help C. To resolve a complex or major incident D. So customers and users are provided with timely updates 76. Identify the missing word in the following sentence. The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [?], and the CIs that support them, is available when and where it is needed. A. organizations B. outcomes C. IT assets D. services 77. Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization? A. Service request management B. Change enablement C. Service level management D. Incident management 78. Which is MOST LIKELY to be achieved by following a detailed procedure? A. Resolving an incident B. Investigating a problem C. Assessing a change D. Managing a service request 79. Which of the four dimensions focuses on roles, responsibilities, and systems of authority? A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes 80. What is CORRECT about service request management? A. A new procedure is required for each new service request B. Service requests can be used to restore service C. Complex service request procedures should be avoided D. Compliments can be handled as service requests 81. What is MOST LIKELY to be handled as a service request? A. Managing an interruption to a service B. An emergency change to apply a security patch C. The implementation of a workaround D. Providing a virtual server for a development team