ITIL 4 Exam Questions with correct
Answers
1) What is the effect of increased automation on the 'service desk' practice?
A. Greater ability to focus on customer experience when personal contact is needed
B. Decrease in self-service incident logging and resolution
C. Increased ability to focus on fixing technology instead of supporting people
D. Elimination of the need to escalate incidents to support teams -
------------------------------------------------A. Correct. "With increased automation... The
impact on service desks is reduced phone contact, less low-level work, and a greater
ability to focus on excellent CX when personal contact is needed". Ref 5.2.14
B. Incorrect. The effect of automation is to increase self-service, not to decrease it.
"With increased automation, AI, robotic process automation (RPA), and chatbots,
service desks are moving to provide more self-service logging and resolution directly
via online portals and mobile applications". Ref 5.2.14
C. Incorrect. The opposite is true. "With increased automation and the gradual
removal of technical debt, the focus of the service desk is to provide support for
'people and business' rather than simply technical issues". Ref 5.2.14
D. Incorrect. The use of automation will not eliminate the need to escalate incidents.
"A key point to be understood is that, no matter how efficient the service desk and its
people are, there will always be issues that need escalation and underpinning
support from other teams". Ref 5.2.14
2) Which joint activity performed by a service provider and service consumer
ensures continual value co-creation?
A. Service provision
B. Service consumption
C. Service offering
D. Service relationship management - ------------------------------------------------A.
Incorrect. Service provision is not a joint activity; it is performed by a service
provider. Ref 2.4.1
B. Incorrect. Service consumption is not a joint activity; it is performed by a service
consumer. Ref 2.4.1
C. Incorrect. Service offering is not an activity; it is "A description of one or more
services, designed to address the needs of a target consumer group. A service
offering may include goods, access to resources, and service actions". Ref 2.4.1
D. Correct. Service relationship management is "Joint activities performed by a
service provider and a service consumer to ensure continual value co-creation based
on agreed and available service offerings". Ref 2.4.1
,3) Which practice may involve the initiation of disaster recovery?
A. Incident management
B. Service request management
C. Service level management
D. IT asset management - ------------------------------------------------A. Correct. "In some
extreme cases, disaster recovery plans may be invoked to resolve an incident." Ref
5.2.5
B. Incorrect. "Service requests are a normal part of service delivery and are not a
failure or degradation of service, which are handled as incidents." Ref 5.2.16
C. Incorrect. "The purpose of the service level management practice is to set clear
business-based targets for service levels, and to ensure that delivery of services is
properly assessed, monitored, and managed against these targets." Ref 5.2.15
D. Incorrect. "The purpose of the IT asset management practice is to plan and
manage the full lifecycle of all IT assets." Asset management "includes the
acquisition, operation, care and disposal of organizational assets." Ref 5.2.6
4) What type of change is MOST likely to be managed by the 'service request
management' practice?
A. A normal change
B. An emergency change
C. A standard change
D. An application change - ------------------------------------------------A. Incorrect. "Normal
changes: These are changes that need to be scheduled, assessed, and authorized".
This is supported by the 'change control' practice, not by 'service request
management'. Ref 5.2.4
B. Incorrect. "As far as possible, emergency changes should be subject to the same
testing, assessment, and authorization as normal changes." This is supported by the
'change control' practice, not by 'service request management'. Ref 5.2.4
C. Correct. "Fulfilment of service requests may include changes to services or their
components; usually these are standard changes." and "Standard changes: These
are low-risk, pre-authorized changes that are well understood and fully documented,
and can be implemented without needing additional authorization. They are often
initiated as service requests". Ref 5.2.16, 5.2.4
D. Incorrect. "The scope of change control is defined by each organization. It will
typically include all IT infrastructure, applications, documentation, processes". Some
application changes may be managed as standard changes, but others will be
normal or emergency changes and will be supported by the 'change control' practice.
Ref 5.2.4
5) Which guiding principle emphasizes the need to understand the flow of work in
progress, identify bottlenecks, and uncover waste?
, A. Focus on value
B. Collaborate and promote visibility
C. Think and work holistically
D. Keep it simple and practical - ------------------------------------------------A. Incorrect.
'Focus on value' states that all improvement work should deliver measurable value
for customers and other stakeholders, but it does not specifically highlight the need
to understand the flow of work, identify bottlenecks, and uncover waste. Ref 4.3.1
B. Correct. 'Collaborate and promote' visibility states "Insufficient visibility of work
leads to poor decision-making, which in turn impacts the organization's ability to
improve internal capabilities. It will then become difficult to drive improvements as it
will not be clear which ones are likely to have the greatest positive impact on results.
To avoid this, the organization needs to perform such critical analysis activities as:
understanding the flow of work in progress; identifying bottlenecks, as well as excess
capacity; and uncovering waste". Ref 4.3.4.3
C. Incorrect. 'Think and work holistically' states that the organization should work in
an integrated way on the whole, not just on the parts, but it does not specifically
highlight the need to understand the flow of work, identify bottlenecks, and uncover
waste. Ref 4.3.5
D. Incorrect. 'Keep it simple and practical' states that the organization should use the
minimum number of steps, and eliminate steps that produce no useful outcome. This
does imply that you should uncover waste, but it does not specifically highlight the
need to understand the flow of work and identify bottlenecks. Ref 4.3.6
6) What is a means of enabling value co-creation by facilitating outcomes that
customers want to achieve?
A. A service
B. An output
C. A practice
D. Continual improvement - ------------------------------------------------A. Correct. A service
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."
Ref 2.3.1
B. Incorrect. An output is "A tangible or intangible deliverable of an activity." Ref 2.5.1
C. Incorrect. Practices are "Sets of organizational resources designed for performing
work or accomplishing an objective." Ref 4.1
D. Incorrect. 'Continual improvement' is a practice "to align the organization's
practices and services with changing business needs." Ref 5.1.2
7) Which statement about change authorization is CORRECT?
A. A change authority should be assigned to each type of change and change model
Answers
1) What is the effect of increased automation on the 'service desk' practice?
A. Greater ability to focus on customer experience when personal contact is needed
B. Decrease in self-service incident logging and resolution
C. Increased ability to focus on fixing technology instead of supporting people
D. Elimination of the need to escalate incidents to support teams -
------------------------------------------------A. Correct. "With increased automation... The
impact on service desks is reduced phone contact, less low-level work, and a greater
ability to focus on excellent CX when personal contact is needed". Ref 5.2.14
B. Incorrect. The effect of automation is to increase self-service, not to decrease it.
"With increased automation, AI, robotic process automation (RPA), and chatbots,
service desks are moving to provide more self-service logging and resolution directly
via online portals and mobile applications". Ref 5.2.14
C. Incorrect. The opposite is true. "With increased automation and the gradual
removal of technical debt, the focus of the service desk is to provide support for
'people and business' rather than simply technical issues". Ref 5.2.14
D. Incorrect. The use of automation will not eliminate the need to escalate incidents.
"A key point to be understood is that, no matter how efficient the service desk and its
people are, there will always be issues that need escalation and underpinning
support from other teams". Ref 5.2.14
2) Which joint activity performed by a service provider and service consumer
ensures continual value co-creation?
A. Service provision
B. Service consumption
C. Service offering
D. Service relationship management - ------------------------------------------------A.
Incorrect. Service provision is not a joint activity; it is performed by a service
provider. Ref 2.4.1
B. Incorrect. Service consumption is not a joint activity; it is performed by a service
consumer. Ref 2.4.1
C. Incorrect. Service offering is not an activity; it is "A description of one or more
services, designed to address the needs of a target consumer group. A service
offering may include goods, access to resources, and service actions". Ref 2.4.1
D. Correct. Service relationship management is "Joint activities performed by a
service provider and a service consumer to ensure continual value co-creation based
on agreed and available service offerings". Ref 2.4.1
,3) Which practice may involve the initiation of disaster recovery?
A. Incident management
B. Service request management
C. Service level management
D. IT asset management - ------------------------------------------------A. Correct. "In some
extreme cases, disaster recovery plans may be invoked to resolve an incident." Ref
5.2.5
B. Incorrect. "Service requests are a normal part of service delivery and are not a
failure or degradation of service, which are handled as incidents." Ref 5.2.16
C. Incorrect. "The purpose of the service level management practice is to set clear
business-based targets for service levels, and to ensure that delivery of services is
properly assessed, monitored, and managed against these targets." Ref 5.2.15
D. Incorrect. "The purpose of the IT asset management practice is to plan and
manage the full lifecycle of all IT assets." Asset management "includes the
acquisition, operation, care and disposal of organizational assets." Ref 5.2.6
4) What type of change is MOST likely to be managed by the 'service request
management' practice?
A. A normal change
B. An emergency change
C. A standard change
D. An application change - ------------------------------------------------A. Incorrect. "Normal
changes: These are changes that need to be scheduled, assessed, and authorized".
This is supported by the 'change control' practice, not by 'service request
management'. Ref 5.2.4
B. Incorrect. "As far as possible, emergency changes should be subject to the same
testing, assessment, and authorization as normal changes." This is supported by the
'change control' practice, not by 'service request management'. Ref 5.2.4
C. Correct. "Fulfilment of service requests may include changes to services or their
components; usually these are standard changes." and "Standard changes: These
are low-risk, pre-authorized changes that are well understood and fully documented,
and can be implemented without needing additional authorization. They are often
initiated as service requests". Ref 5.2.16, 5.2.4
D. Incorrect. "The scope of change control is defined by each organization. It will
typically include all IT infrastructure, applications, documentation, processes". Some
application changes may be managed as standard changes, but others will be
normal or emergency changes and will be supported by the 'change control' practice.
Ref 5.2.4
5) Which guiding principle emphasizes the need to understand the flow of work in
progress, identify bottlenecks, and uncover waste?
, A. Focus on value
B. Collaborate and promote visibility
C. Think and work holistically
D. Keep it simple and practical - ------------------------------------------------A. Incorrect.
'Focus on value' states that all improvement work should deliver measurable value
for customers and other stakeholders, but it does not specifically highlight the need
to understand the flow of work, identify bottlenecks, and uncover waste. Ref 4.3.1
B. Correct. 'Collaborate and promote' visibility states "Insufficient visibility of work
leads to poor decision-making, which in turn impacts the organization's ability to
improve internal capabilities. It will then become difficult to drive improvements as it
will not be clear which ones are likely to have the greatest positive impact on results.
To avoid this, the organization needs to perform such critical analysis activities as:
understanding the flow of work in progress; identifying bottlenecks, as well as excess
capacity; and uncovering waste". Ref 4.3.4.3
C. Incorrect. 'Think and work holistically' states that the organization should work in
an integrated way on the whole, not just on the parts, but it does not specifically
highlight the need to understand the flow of work, identify bottlenecks, and uncover
waste. Ref 4.3.5
D. Incorrect. 'Keep it simple and practical' states that the organization should use the
minimum number of steps, and eliminate steps that produce no useful outcome. This
does imply that you should uncover waste, but it does not specifically highlight the
need to understand the flow of work and identify bottlenecks. Ref 4.3.6
6) What is a means of enabling value co-creation by facilitating outcomes that
customers want to achieve?
A. A service
B. An output
C. A practice
D. Continual improvement - ------------------------------------------------A. Correct. A service
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."
Ref 2.3.1
B. Incorrect. An output is "A tangible or intangible deliverable of an activity." Ref 2.5.1
C. Incorrect. Practices are "Sets of organizational resources designed for performing
work or accomplishing an objective." Ref 4.1
D. Incorrect. 'Continual improvement' is a practice "to align the organization's
practices and services with changing business needs." Ref 5.1.2
7) Which statement about change authorization is CORRECT?
A. A change authority should be assigned to each type of change and change model
