ITIL FOUNDATION 4 PRACTICE EXAM
AND ANSWERS
What is the effect of increased automation on the 'service desk'
practice? ANSWER Greater ability to focus on customer
experience when personal contact is needed
Which term describes the functionality offered by a service?
ANSWER Utility
Which is the purpose of the 'monitoring and event
management' practice? ANSWER To systematically observe
services and service components, and record and report
selected changes of state
What should all 'continual improvement' decisions be based
on? ANSWER Accurate and carefully analysed data
How do all value chain activities transform inputs to outputs?
ANSWER By using a combination of practices
How does customer engagement contribute to the 'service level
management' practice? ANSWER It captures information that
metrics can be based on & supports progress discussions
What is the starting point for optimization? ANSWER
Understanding the vision and objectives of the organization
The purpose of the _________ is to ensure that the
organization continually co-creates value with all stakeholders
in line with the organization's objectives. ANSWER service
value system
, Which practice provides support for managing feedback,
compliments and complaints from users? ANSWER Service
request management
Which joint activity performed by a service provider and service
consumer ensures continual value co-creation? ANSWER
Service relationship management
Which practice may involve the initiation of disaster recovery?
ANSWER Incident management
What type of change is MOST likely to be managed by the
'service request management' practice? ANSWER A standard
change
Which guiding principle emphasizes the need to understand the
flow of work in progress, identify bottlenecks, and uncover
waste? ANSWER Collaborate and promote visibility
What is a means of enabling value co-creation by facilitating
outcomes that customers want to achieve? ANSWER A service
Which statement about change authorization is CORRECT?
ANSWER A change authority should be assigned to each type
of change and change model
Which dimension of service management considers
governance, management, and communication? ANSWER
Organizations and people
A known error is a problem that has been __________ and has
not been resolved. ANSWER analysed
Which statement about known errors and problems is
CORRECT? ANSWER Known error is the status assigned to a
problem after it has been analysed
AND ANSWERS
What is the effect of increased automation on the 'service desk'
practice? ANSWER Greater ability to focus on customer
experience when personal contact is needed
Which term describes the functionality offered by a service?
ANSWER Utility
Which is the purpose of the 'monitoring and event
management' practice? ANSWER To systematically observe
services and service components, and record and report
selected changes of state
What should all 'continual improvement' decisions be based
on? ANSWER Accurate and carefully analysed data
How do all value chain activities transform inputs to outputs?
ANSWER By using a combination of practices
How does customer engagement contribute to the 'service level
management' practice? ANSWER It captures information that
metrics can be based on & supports progress discussions
What is the starting point for optimization? ANSWER
Understanding the vision and objectives of the organization
The purpose of the _________ is to ensure that the
organization continually co-creates value with all stakeholders
in line with the organization's objectives. ANSWER service
value system
, Which practice provides support for managing feedback,
compliments and complaints from users? ANSWER Service
request management
Which joint activity performed by a service provider and service
consumer ensures continual value co-creation? ANSWER
Service relationship management
Which practice may involve the initiation of disaster recovery?
ANSWER Incident management
What type of change is MOST likely to be managed by the
'service request management' practice? ANSWER A standard
change
Which guiding principle emphasizes the need to understand the
flow of work in progress, identify bottlenecks, and uncover
waste? ANSWER Collaborate and promote visibility
What is a means of enabling value co-creation by facilitating
outcomes that customers want to achieve? ANSWER A service
Which statement about change authorization is CORRECT?
ANSWER A change authority should be assigned to each type
of change and change model
Which dimension of service management considers
governance, management, and communication? ANSWER
Organizations and people
A known error is a problem that has been __________ and has
not been resolved. ANSWER analysed
Which statement about known errors and problems is
CORRECT? ANSWER Known error is the status assigned to a
problem after it has been analysed
