ITIL® 4 Foundation (Practice Exam #4)
UPDATED ACTUAL Exam Questions and
CORRECT Answers
Identify the missing word(s) in the following sentence. Service management is a set of
specialized organizational [?] for enabling value for customers in the form of services. -
CORRECT ANSWER - Capabilities
What is the definition of a configuration item? - CORRECT ANSWER - Any component that
needs to be managed in order to deliver an IT service
Identify the missing word(s) in the following sentence. An incident is a(n) [?] interruption to a
service or reduction in the quality of a service. - CORRECT ANSWER - Unplanned
What is the purpose of the 'change enablement' practice? - CORRECT ANSWER - Ensuring
that risks are properly assessed, authorizing changes to proceed and managing a change schedule
in order to maximize the number of successful IT changes.
What is the purpose of the 'deployment management' practice? - CORRECT ANSWER -
Moving new or changed hardware, software, documentation, processes, or any other service
component to live environments.
What is the purpose of the 'service level management' practice? - CORRECT ANSWER -
Setting clear business-based targets for service performance so that the delivery of a service can
be properly assessed, monitored, and managed against these targets.
What is defined as the practice of planning and managing the full lifecycle of all IT assets? -
CORRECT ANSWER - IT asset management
Identify the missing word in the following sentence. [?] management is the practice of
minimizing the negative impact of incidents by restoring normal service operation as quickly as
possible. - CORRECT ANSWER - Incident
, Dion Training has just hired three new staff members. The IT department at Dion Training has
created new accounts for the new staff members on the domain controller and allocated 10 GB of
storage on the company's internal file server per staff member. What term best describes these
activities performed by the IT department? - CORRECT ANSWER - Service provision
Fill in the blank. [?] may simultaneously be removed from a service consumer and imposed on a
service consumer. For example, outsourcing a service to a service provider may remove the need
for the consumer to have their own IT infrastructure, but it may require them to install a faster
Internet connection to reach the service provider's servers instead. - CORRECT ANSWER -
Costs
Your organization has recently installed a brand new accounting program. The program has
many functions including one that creates a report that shows the 'Profit and Loss (P&L)' metrics
for the month. What term best describes the P&L report that is produced each month? -
CORRECT ANSWER - Output
Your organization is currently designing a new service for implementation. The team designing
the service has decided to focus on value during the design efforts. What best describes 'focus on
value' in this context? - CORRECT ANSWER - Guiding principle
Which guiding principle may best be served by understanding the cost and financial
consequences that a service consumer might face when choosing to use a service? - CORRECT
ANSWER - Focus on value
Which guiding principle states that there is likely something in the current services, processes,
programs, projects, or organization that can be used to create the desired outcome for a new or
redesigned service? - CORRECT ANSWER - Start where you are
A company is planning to launch a new service and expects it will take them a full year to
develop, test, and release the service. The project board for the project (the new service) has
decided that instead of using a waterfall development method, they will use an Agile
development method. This method will rely on two-week timeboxes, which means that every
two weeks, the team must deliver some portion of the final service. As these smaller pieces of
the new service are delivered, beta testers will be given access to the new features and functions
UPDATED ACTUAL Exam Questions and
CORRECT Answers
Identify the missing word(s) in the following sentence. Service management is a set of
specialized organizational [?] for enabling value for customers in the form of services. -
CORRECT ANSWER - Capabilities
What is the definition of a configuration item? - CORRECT ANSWER - Any component that
needs to be managed in order to deliver an IT service
Identify the missing word(s) in the following sentence. An incident is a(n) [?] interruption to a
service or reduction in the quality of a service. - CORRECT ANSWER - Unplanned
What is the purpose of the 'change enablement' practice? - CORRECT ANSWER - Ensuring
that risks are properly assessed, authorizing changes to proceed and managing a change schedule
in order to maximize the number of successful IT changes.
What is the purpose of the 'deployment management' practice? - CORRECT ANSWER -
Moving new or changed hardware, software, documentation, processes, or any other service
component to live environments.
What is the purpose of the 'service level management' practice? - CORRECT ANSWER -
Setting clear business-based targets for service performance so that the delivery of a service can
be properly assessed, monitored, and managed against these targets.
What is defined as the practice of planning and managing the full lifecycle of all IT assets? -
CORRECT ANSWER - IT asset management
Identify the missing word in the following sentence. [?] management is the practice of
minimizing the negative impact of incidents by restoring normal service operation as quickly as
possible. - CORRECT ANSWER - Incident
, Dion Training has just hired three new staff members. The IT department at Dion Training has
created new accounts for the new staff members on the domain controller and allocated 10 GB of
storage on the company's internal file server per staff member. What term best describes these
activities performed by the IT department? - CORRECT ANSWER - Service provision
Fill in the blank. [?] may simultaneously be removed from a service consumer and imposed on a
service consumer. For example, outsourcing a service to a service provider may remove the need
for the consumer to have their own IT infrastructure, but it may require them to install a faster
Internet connection to reach the service provider's servers instead. - CORRECT ANSWER -
Costs
Your organization has recently installed a brand new accounting program. The program has
many functions including one that creates a report that shows the 'Profit and Loss (P&L)' metrics
for the month. What term best describes the P&L report that is produced each month? -
CORRECT ANSWER - Output
Your organization is currently designing a new service for implementation. The team designing
the service has decided to focus on value during the design efforts. What best describes 'focus on
value' in this context? - CORRECT ANSWER - Guiding principle
Which guiding principle may best be served by understanding the cost and financial
consequences that a service consumer might face when choosing to use a service? - CORRECT
ANSWER - Focus on value
Which guiding principle states that there is likely something in the current services, processes,
programs, projects, or organization that can be used to create the desired outcome for a new or
redesigned service? - CORRECT ANSWER - Start where you are
A company is planning to launch a new service and expects it will take them a full year to
develop, test, and release the service. The project board for the project (the new service) has
decided that instead of using a waterfall development method, they will use an Agile
development method. This method will rely on two-week timeboxes, which means that every
two weeks, the team must deliver some portion of the final service. As these smaller pieces of
the new service are delivered, beta testers will be given access to the new features and functions
