ITIL 4 Foundations Exam Questions with
Correct Answers
Identify the missing word in the following sentence. [?] is the practice of 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.
1. IT Asset Management
2. Service configuration management
3. Change enablement
4. Service level management - Answer-Change enablement
Dion Training Solutions wants to build a new service to automatically fulfill exam
voucher orders for students. Currently, exam vouchers are fulfilled manually by a staff
member once the order is received from the student by copying and pasting the voucher
number from a spreadsheet into an email template and sending out the email to the
students. Before attempting to automate this fulfillment process, the team lead takes an
inventory of the current services, processes, and procedures that are being used by the
voucher fulfillment team to see if they might be able to be reused. What guiding
principle best describes this scenario?
1. Focus on value
2. Collaborate and promote visibility
3. Start where you are
4. Keep it simple and practical - Answer-Start where you are
Which of these are NOT a key focus of the 'partners and suppliers' dimension?
1. Workflow management and inventory systems
2. Roles and responsibilities
3. Contracts and agreements
4. Security and compliance - Answer-Workflow management and inventory systems
Which ITIL concept describes the service value chain?
1. Seven guiding principles
2. Four dimensions of service management
3. Service value system
4. Practices - Answer-Service value system
Which step of the continual improvement model states that "each improvement initiative
should support the organization's goals and objectives"?
1.Where are we now
, 2. What is the vision
3. Where do we want to be
4. How do we get there - Answer-What is the vision
When working within the 'what is the vision' step of the continual improvement model,
what must you ensure to occur?
1. The high-level direction of the initiative has been understood
2. The detailed steps of how to achieve your objectives
3. What metrics you will use to measure success
4. The current processes being used - Answer-The high-level direction of the initiative
has been understood
What is a normal change?
1. A change that doesn't need risk assessment because the procedure has been pre-
authorized
2. A change that needs to be assessed, authorized, and scheduled by a change
authority
3. A change that doesn't need risk assessment because it is required to resolve an
incident
4. A change that is routine in nature, is fully documented, and the risks are well
understood - Answer-A change that needs to be assessed, authorized, and scheduled
by a change authority
What is NOT a phase in problem management?
1. Problem identification
2. Problem classification
3. Problem control
4. Error control - Answer-Problem classification
What is a service level agreement used for?
1. To measure the performance of services from a customer's point of view
2. To measure the performance of the service availability
3. To measure the performance of the service capability
4. To measure the performance of the service from the service provider's point of view -
Answer-To measure the performance of services from a customer's point of view
How does 'service level management' contribute to the 'plan' value chain activity?
1. Uses feedback from users about the service and requirements from customers to
make the service better
2. Provides information about the actual service performance and trends
3. Collects and processes feedback from customers and users
Correct Answers
Identify the missing word in the following sentence. [?] is the practice of 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.
1. IT Asset Management
2. Service configuration management
3. Change enablement
4. Service level management - Answer-Change enablement
Dion Training Solutions wants to build a new service to automatically fulfill exam
voucher orders for students. Currently, exam vouchers are fulfilled manually by a staff
member once the order is received from the student by copying and pasting the voucher
number from a spreadsheet into an email template and sending out the email to the
students. Before attempting to automate this fulfillment process, the team lead takes an
inventory of the current services, processes, and procedures that are being used by the
voucher fulfillment team to see if they might be able to be reused. What guiding
principle best describes this scenario?
1. Focus on value
2. Collaborate and promote visibility
3. Start where you are
4. Keep it simple and practical - Answer-Start where you are
Which of these are NOT a key focus of the 'partners and suppliers' dimension?
1. Workflow management and inventory systems
2. Roles and responsibilities
3. Contracts and agreements
4. Security and compliance - Answer-Workflow management and inventory systems
Which ITIL concept describes the service value chain?
1. Seven guiding principles
2. Four dimensions of service management
3. Service value system
4. Practices - Answer-Service value system
Which step of the continual improvement model states that "each improvement initiative
should support the organization's goals and objectives"?
1.Where are we now
, 2. What is the vision
3. Where do we want to be
4. How do we get there - Answer-What is the vision
When working within the 'what is the vision' step of the continual improvement model,
what must you ensure to occur?
1. The high-level direction of the initiative has been understood
2. The detailed steps of how to achieve your objectives
3. What metrics you will use to measure success
4. The current processes being used - Answer-The high-level direction of the initiative
has been understood
What is a normal change?
1. A change that doesn't need risk assessment because the procedure has been pre-
authorized
2. A change that needs to be assessed, authorized, and scheduled by a change
authority
3. A change that doesn't need risk assessment because it is required to resolve an
incident
4. A change that is routine in nature, is fully documented, and the risks are well
understood - Answer-A change that needs to be assessed, authorized, and scheduled
by a change authority
What is NOT a phase in problem management?
1. Problem identification
2. Problem classification
3. Problem control
4. Error control - Answer-Problem classification
What is a service level agreement used for?
1. To measure the performance of services from a customer's point of view
2. To measure the performance of the service availability
3. To measure the performance of the service capability
4. To measure the performance of the service from the service provider's point of view -
Answer-To measure the performance of services from a customer's point of view
How does 'service level management' contribute to the 'plan' value chain activity?
1. Uses feedback from users about the service and requirements from customers to
make the service better
2. Provides information about the actual service performance and trends
3. Collects and processes feedback from customers and users
