ITIL 4 Exam Study Questions
1.Which ITIL guiding principle recommends using existing services, processes and tools
when improving services?
A. Progress iteratively with feedback
B. Keep is simple and practical
C. Start where you are
D. Focus on value - answerC. Start where you are
2.Which practice has a purpose that includes ensuring that risks have been properly
assessed?
A. Service configuration management
B. Problem management
C. Service level management
D. Change control - answerD. Change control
3.When should a full risk assessment and authorization be carried out for a standard
change?
A. Each time the standard change is implemented
B. When the procedure for the standard change is created
C. At least once a year
D. When an emergency change is requested - answerB. When the procedure for the
standard change is created
4.Which statement about emergency changes is CORRECT?
A. The testing of emergency can be eliminated in order to implement the change quickly
B. The assessment and authorization of emergency changes is expedited to ensure
they can be implemented quickly
C. Emergency changes should be authorized and implemented as service requests
D. Emergency changes must be fully documented before authorization and
implementation - answerB. The assessment and authorization of emergency changes is
expedited to ensure they can be implemented quickly
5.Which practice coordinates the classification, ownership and communication of
service requests and incidents?
A. Supplier management
B. Service desk
C. Problem management
,D. Relationship management - answerB. Service desk
6.What is warranty?
A. Assurance that a product or service will meet agreed requirements
B. The amount of money spent on a specific activity or resource
C. The functionality offered by a product or service to meet a particular need
D. The perceived benefits, usefulness and importance of something - answerA.
Assurance that a product or service will meet agreed requirements
7. Which is part of service provision?
A. The management of resources configured to deliver the service
B. The management of resources needed to consume the service
C. The grouping of one or more services based on one or more products
D. The joint activities performed to ensure continual value co-creation - answerA. The
management of resources configured to deliver the service
8.Which statement about a continual improvement register' is CORRECT?
A. It should be managed at the senior level of the organization
B. It should be used to capture user demand
C. There should only be one for the whole organization
D. It should be re-prioritized as ideas are documented - answerD. It should be re-
prioritized as ideas are documented
9.What are 'engage', `plan' and `˜improve' examples of?
A. Service value chain activities
B. Service level management
C. Service value chain inputs
D. Change control - answerA. Service value chain activities
10. Which statement about outcomes is CORRECT?
A. An outcome can be enabled by more than one output
B. Outcomes are how the service performs
C. An output can be enabled by one or more outcomes
D. An outcome is a tangible or intangible activity - answerA. An outcome can be
enabled by more than one output
11.Which statement about service desks is CORRECT?
A. The service desk should work in close collaboration with support and development
teams
,B. The service desk should rely on self-service portals instead of escalation to support
teams
C. The service desk should remain isolated from technical support teams
D. The service desk should escalate all technical issues to support and development
teams - answerA. The service desk should work in close collaboration with support and
development teams
12.Which practice updates information relating to symptoms and business impact?
A. Service level management
B. Change control
C. Service request management
D. Incident management - answerD. Incident management
13.Which is included in the purpose of the `˜design and transition' value chain activity?
A. Ensuring that service components are available when needed
B. Providing transparency and good stakeholder relationships
C. Supporting services according to specifications
D. Continually meeting stakeholder expectations for costs - answerD. Continually
meeting stakeholder expectations for costs
14. Which practice has a purpose to support the quality of the service by handling all
agreed user initiated service requests?
A. Change control
B. IT asset management
C. Service desk
D. Service request management - answerD. Service request management
15. Which is NOT a component of the service value system?
A. The guiding principles
B. Governance
C. Practices
D. The four dimensions of service management - answerD. The four dimensions of
service management
16. Which statement about the steps to fulfill a service request is CORRECT?
A. They should be complex and detailed
B. They should be well-known and proven
C. They should include incident handling
D. They should be brief and simple - answerB. They should be well-known and proven
17. What is defined as a cause, or potential cause, of one or more incidents?
, A. Change
B. Event
C. Known error
D. Problem - answerD. Problem
18. Which guiding principle recommends eliminating activities that do not contribute to
the creation of value?
A. Start where you are
B. Collaborate and promote visibility
C. Keep it simple and practical
D. Optimize and automate - answerC. Keep it simple and practical
19. When should the effectiveness of a problem workaround be assessed?
A. Whenever the workaround is used
B. Whenever the problem is resolved
C. Whenever the workaround becomes a known error
D. Whenever the problem is prioritized - answerA. Whenever the workaround is used
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 [?].
A. assets
B. values
C. elements
D. services - answerD. services
21. Which dimension considers how knowledge assets should be protected?
A. Organizations and people
B. Partners and suppliers
C. Information and technology
D. Value streams and processes - answerC. Information and technology
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 management
B. Continual improvement
C. A service
D. An IT asset - answerC. A service
1.Which ITIL guiding principle recommends using existing services, processes and tools
when improving services?
A. Progress iteratively with feedback
B. Keep is simple and practical
C. Start where you are
D. Focus on value - answerC. Start where you are
2.Which practice has a purpose that includes ensuring that risks have been properly
assessed?
A. Service configuration management
B. Problem management
C. Service level management
D. Change control - answerD. Change control
3.When should a full risk assessment and authorization be carried out for a standard
change?
A. Each time the standard change is implemented
B. When the procedure for the standard change is created
C. At least once a year
D. When an emergency change is requested - answerB. When the procedure for the
standard change is created
4.Which statement about emergency changes is CORRECT?
A. The testing of emergency can be eliminated in order to implement the change quickly
B. The assessment and authorization of emergency changes is expedited to ensure
they can be implemented quickly
C. Emergency changes should be authorized and implemented as service requests
D. Emergency changes must be fully documented before authorization and
implementation - answerB. The assessment and authorization of emergency changes is
expedited to ensure they can be implemented quickly
5.Which practice coordinates the classification, ownership and communication of
service requests and incidents?
A. Supplier management
B. Service desk
C. Problem management
,D. Relationship management - answerB. Service desk
6.What is warranty?
A. Assurance that a product or service will meet agreed requirements
B. The amount of money spent on a specific activity or resource
C. The functionality offered by a product or service to meet a particular need
D. The perceived benefits, usefulness and importance of something - answerA.
Assurance that a product or service will meet agreed requirements
7. Which is part of service provision?
A. The management of resources configured to deliver the service
B. The management of resources needed to consume the service
C. The grouping of one or more services based on one or more products
D. The joint activities performed to ensure continual value co-creation - answerA. The
management of resources configured to deliver the service
8.Which statement about a continual improvement register' is CORRECT?
A. It should be managed at the senior level of the organization
B. It should be used to capture user demand
C. There should only be one for the whole organization
D. It should be re-prioritized as ideas are documented - answerD. It should be re-
prioritized as ideas are documented
9.What are 'engage', `plan' and `˜improve' examples of?
A. Service value chain activities
B. Service level management
C. Service value chain inputs
D. Change control - answerA. Service value chain activities
10. Which statement about outcomes is CORRECT?
A. An outcome can be enabled by more than one output
B. Outcomes are how the service performs
C. An output can be enabled by one or more outcomes
D. An outcome is a tangible or intangible activity - answerA. An outcome can be
enabled by more than one output
11.Which statement about service desks is CORRECT?
A. The service desk should work in close collaboration with support and development
teams
,B. The service desk should rely on self-service portals instead of escalation to support
teams
C. The service desk should remain isolated from technical support teams
D. The service desk should escalate all technical issues to support and development
teams - answerA. The service desk should work in close collaboration with support and
development teams
12.Which practice updates information relating to symptoms and business impact?
A. Service level management
B. Change control
C. Service request management
D. Incident management - answerD. Incident management
13.Which is included in the purpose of the `˜design and transition' value chain activity?
A. Ensuring that service components are available when needed
B. Providing transparency and good stakeholder relationships
C. Supporting services according to specifications
D. Continually meeting stakeholder expectations for costs - answerD. Continually
meeting stakeholder expectations for costs
14. Which practice has a purpose to support the quality of the service by handling all
agreed user initiated service requests?
A. Change control
B. IT asset management
C. Service desk
D. Service request management - answerD. Service request management
15. Which is NOT a component of the service value system?
A. The guiding principles
B. Governance
C. Practices
D. The four dimensions of service management - answerD. The four dimensions of
service management
16. Which statement about the steps to fulfill a service request is CORRECT?
A. They should be complex and detailed
B. They should be well-known and proven
C. They should include incident handling
D. They should be brief and simple - answerB. They should be well-known and proven
17. What is defined as a cause, or potential cause, of one or more incidents?
, A. Change
B. Event
C. Known error
D. Problem - answerD. Problem
18. Which guiding principle recommends eliminating activities that do not contribute to
the creation of value?
A. Start where you are
B. Collaborate and promote visibility
C. Keep it simple and practical
D. Optimize and automate - answerC. Keep it simple and practical
19. When should the effectiveness of a problem workaround be assessed?
A. Whenever the workaround is used
B. Whenever the problem is resolved
C. Whenever the workaround becomes a known error
D. Whenever the problem is prioritized - answerA. Whenever the workaround is used
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 [?].
A. assets
B. values
C. elements
D. services - answerD. services
21. Which dimension considers how knowledge assets should be protected?
A. Organizations and people
B. Partners and suppliers
C. Information and technology
D. Value streams and processes - answerC. Information and technology
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 management
B. Continual improvement
C. A service
D. An IT asset - answerC. A service
