ITIL 4 FOUNDATION PRACTICE EXAM
WITH ANSWERS
Which practice includes the classification and ownership of
queries and requests from users?
A. Service desk
B. Incident management
C. Change control
D. Service level management ANSWER A. "Service desks
provide a clear path for users to report issues, queries,
and requests, and have them acknowledged, classified, owned,
and actioned"
Rationals:
B. Incorrect. The 'incident management' practice deals only
with incidents, not
queries and requests. "The purpose of the incident
management practice is to
minimize the negative impact of incidents by restoring normal
service operation as
quickly as possible". Ref 5.2.5
C. Incorrect. The 'change control' practice deals only with
change requests, not
other queries and requests. "The purpose of the change control
practice is to
maximize the number of successful service and product
changes by ensuring that
risks have been properly assessed, authorizing changes to
proceed, and managing
the change schedule". Ref 5.2.4
D. Incorrect. The 'service level management' practice ensures
service targets are
,met. It does not manage queries and requests from users. "The
purpose of the
service level management practice is to set clear business-
based targets for service
performance, so that the delivery of a service can be properly
assessed, monitored,
and managed against these targets".
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 ANSWER C. "Service level
management identifies metrics and measures that are a
truthful reflection of the customer's actual experience and level
of satisfaction with
the whole service," and "Engagement is needed to understand
and confirm the actual ongoing needs and requirements of
customers, not simply what is interpreted
by the service provider or has been agreed several years
before."
Rationales:
A. Incorrect. "The purpose of the continual improvement
practice is to align the
organization's practices and services with changing business
needs through the
ongoing improvement of products, services, and practices, or
any element involved
in the management of products and services." Ref 5.1.2
B. Incorrect. "The purpose of the service desk practice is to
capture demand for
incident resolution and service requests. It should also be the
entry point and single
point of contact for the service provider with all of its users." Ref
5.2.14
,D. Incorrect. "The purpose of the problem management
practice is to reduce the
likelihood and impact of incidents by identifying actual and
potential causes of
incidents, and managing workarounds and known errors".
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 change ANSWER C."The change
schedule is used to help plan changes, assist in
communication, avoid conflicts, and assign resources." Ref
5.2.4
Rationale:
A. Incorrect. While it can be used after deploying a change, this
is not the main use
of the change schedule. "The change schedule is used to help
plan changes, assist
in communication, avoid conflicts, and assign resources. It can
also be used after
changes have been deployed to provide information needed for
incident
management, problem management, and improvement
planning." Ref 5.2.4
B. Incorrect. "Emergency changes: These are changes that
must be implemented
as soon as possible; for example, to resolve an incident or
implement a security
patch. Emergency changes are not typically included in a
change schedule, and the
process for assessment and authorization is expedited to
ensure they can be
implemented quickly." Ref 5.2.4
, D. Incorrect. Standard changes are already pre-authorized and
do not need to be
included on a change schedule. "These are low-risk, pre-
authorized changes that
are well understood and fully documented, and can be
implemented without needing
additional authorization
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 ANSWER D.The 'value
streams and processes' dimension "focuses on what
activities the organization undertakes and how they are
organized, as well as how
the organization ensures that it is enabling value creation for all
stakeholders
efficiently and effectively." Ref 3.4
Rationale:
A. Incorrect. The 'organizations and people' dimension
describes "roles and
responsibilities, formal organizational structures, culture, and
required staffing and
competencies." Ref 3.1
B. Incorrect. The 'information and technology' dimension
includes "the information
and knowledge necessary for the management of services, as
well as the
technologies required" and "the information created, managed,
and used in the
course of service provision and consumption, and the
technologies that support and
enable that service." Ref 3.2
WITH ANSWERS
Which practice includes the classification and ownership of
queries and requests from users?
A. Service desk
B. Incident management
C. Change control
D. Service level management ANSWER A. "Service desks
provide a clear path for users to report issues, queries,
and requests, and have them acknowledged, classified, owned,
and actioned"
Rationals:
B. Incorrect. The 'incident management' practice deals only
with incidents, not
queries and requests. "The purpose of the incident
management practice is to
minimize the negative impact of incidents by restoring normal
service operation as
quickly as possible". Ref 5.2.5
C. Incorrect. The 'change control' practice deals only with
change requests, not
other queries and requests. "The purpose of the change control
practice is to
maximize the number of successful service and product
changes by ensuring that
risks have been properly assessed, authorizing changes to
proceed, and managing
the change schedule". Ref 5.2.4
D. Incorrect. The 'service level management' practice ensures
service targets are
,met. It does not manage queries and requests from users. "The
purpose of the
service level management practice is to set clear business-
based targets for service
performance, so that the delivery of a service can be properly
assessed, monitored,
and managed against these targets".
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 ANSWER C. "Service level
management identifies metrics and measures that are a
truthful reflection of the customer's actual experience and level
of satisfaction with
the whole service," and "Engagement is needed to understand
and confirm the actual ongoing needs and requirements of
customers, not simply what is interpreted
by the service provider or has been agreed several years
before."
Rationales:
A. Incorrect. "The purpose of the continual improvement
practice is to align the
organization's practices and services with changing business
needs through the
ongoing improvement of products, services, and practices, or
any element involved
in the management of products and services." Ref 5.1.2
B. Incorrect. "The purpose of the service desk practice is to
capture demand for
incident resolution and service requests. It should also be the
entry point and single
point of contact for the service provider with all of its users." Ref
5.2.14
,D. Incorrect. "The purpose of the problem management
practice is to reduce the
likelihood and impact of incidents by identifying actual and
potential causes of
incidents, and managing workarounds and known errors".
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 change ANSWER C."The change
schedule is used to help plan changes, assist in
communication, avoid conflicts, and assign resources." Ref
5.2.4
Rationale:
A. Incorrect. While it can be used after deploying a change, this
is not the main use
of the change schedule. "The change schedule is used to help
plan changes, assist
in communication, avoid conflicts, and assign resources. It can
also be used after
changes have been deployed to provide information needed for
incident
management, problem management, and improvement
planning." Ref 5.2.4
B. Incorrect. "Emergency changes: These are changes that
must be implemented
as soon as possible; for example, to resolve an incident or
implement a security
patch. Emergency changes are not typically included in a
change schedule, and the
process for assessment and authorization is expedited to
ensure they can be
implemented quickly." Ref 5.2.4
, D. Incorrect. Standard changes are already pre-authorized and
do not need to be
included on a change schedule. "These are low-risk, pre-
authorized changes that
are well understood and fully documented, and can be
implemented without needing
additional authorization
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 ANSWER D.The 'value
streams and processes' dimension "focuses on what
activities the organization undertakes and how they are
organized, as well as how
the organization ensures that it is enabling value creation for all
stakeholders
efficiently and effectively." Ref 3.4
Rationale:
A. Incorrect. The 'organizations and people' dimension
describes "roles and
responsibilities, formal organizational structures, culture, and
required staffing and
competencies." Ref 3.1
B. Incorrect. The 'information and technology' dimension
includes "the information
and knowledge necessary for the management of services, as
well as the
technologies required" and "the information created, managed,
and used in the
course of service provision and consumption, and the
technologies that support and
enable that service." Ref 3.2
