ITIL 4 Foundation Practice Exam with Rationale
1. Which practice in- A. "Service desks provide a clear path for users to report issues, queries,
cludes the classi- and requests, and have them acknowledged, classified, owned, and actioned"
fication and own-
ership of queries Rationals:
and requests from
B. Incorrect. The 'incident management' practice deals only with incidents, not
users?
queries and requests. "The purpose of the incident management practice is to
A. Service desk
minimize the negative impact of incidents by restoring normal service operation
B. Incident man-
as
agement
quickly as possible". Ref 5.2.5
C. Change control
C. Incorrect. The 'change control' practice deals only with change requests, not
D. Service level
other queries and requests. "The purpose of the change control practice is to
management
maximize the number of successful service and product changes by ensuring
that
risks have been properly assessed, authorizing changes to proceed, and manag-
ing
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, moni-
tored,
and managed against these targets".
2. Which practice C. "Service level management identifies metrics and measures that are a
identifies metrics truthful reflection of the customer's actual experience and level of satisfaction
that reflect the with
customer's expe- the whole service," and "Engagement is needed to understand and confirm
rience of a ser- the actual ongoing needs and requirements of customers, not simply what is
vice? interpreted
A. Continual im- by the service provider or has been agreed several years before."
, ITIL 4 Foundation Practice Exam with Rationale
provement
B. Service desk Rationales:
C. Service level A. Incorrect. "The purpose of the continual improvement practice is to align the
management organization's practices and services with changing business needs through the
D. Problem man- ongoing improvement of products, services, and practices, or any element in-
agement volved
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".
3. What is the PRI- C."The change schedule is used to help plan changes, assist in
MARY use of communication, avoid conflicts, and assign resources." Ref 5.2.4
a change sched-
ule? Rationale:
A. To support A. Incorrect. While it can be used after deploying a change, this is not the main
'incident manage- use
ment' and im- of the change schedule. "The change schedule is used to help plan changes,
provement plan- assist
ning in communication, avoid conflicts, and assign resources. It can also be used after
B. To man- changes have been deployed to provide information needed for incident
age emergency management, problem management, and improvement planning." Ref 5.2.4
changes B. Incorrect. "Emergency changes: These are changes that must be implemented
C. To plan changes as soon as possible; for example, to resolve an incident or implement a security
and help avoid patch. Emergency changes are not typically included in a change schedule, and
conflicts the
D. To manage process for assessment and authorization is expedited to ensure they can be
standard change implemented quickly." Ref 5.2.4
, ITIL 4 Foundation Practice Exam with Rationale
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
4. Which service D.The 'value streams and processes' dimension "focuses on what
management di- activities the organization undertakes and how they are organized, as well as how
mension is fo- the organization ensures that it is enabling value creation for all stakeholders
cused on activities eflciently and ettectively." Ref 3.4
and how these are
coordinated? Rationale:
A. Organizations A. Incorrect. The 'organizations and people' dimension describes "roles
and people and responsibilities, formal organizational structures, culture, and required
B. Information staflng and
and technology competencies." Ref 3.1
C. Partners and B. Incorrect. The 'information and technology' dimension includes "the
suppliers informa-tion
D. Value streams and knowledge necessary for the management of services, as well as the
and processes 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
C. Incorrect. "The partners and suppliers dimension encompasses an
organiza-tion's
relationships with other organizations that are involved in the design, develop-
ment,
deployment, delivery, support and/or continual improvement of services. It also
incorporates contracts and other agreements between the organization and its
partners or suppliers". Ref 3.3
5.
, ITIL 4 Foundation Practice Exam with Rationale
How does cate- A. More complex incidents will usually be escalated to a support team for
gorization of in- resolution. Typically, the routing is based on the incident category, which should
cidents assist the help to identify the correct team." Ref 5.2.5
'incident manage-
ment' practice? Rationale:
A. It helps di- B. Incorrect. The category is concerned with the type of incident whereas priority
rect the incident is
to the correct sup- determined by business impact. "Incidents are prioritized based on agreed
port area classification to ensure that incidents with the highest business impact are re-
B. It determines solved
the priority as- first." Ref 5.2.5
signed to the inci- C. Incorrect. "Every incident should be logged and managed to ensure that it is
dent resolved in a time that meets the expectations of the customer and user."
C. It ensures Categorization by itself will not ensure this. Ref 5.2.5
that incidents D. Incorrect. Customer and user satisfaction determines how the service provider
are resolved in is
timescales agreed perceived. "Incident management can have an enormous impact on customer
with the cus- and
tomer user satisfaction, and on how customers and users perceive the service provider."
D. It determines Ref 5.2.5
how the service
provider is per-
ceived
6. Identify the miss- B. A service is "a means of enabling value co-creation by facilitating
ing word(s) in outcomes that customers want to achieve, without the customer having to man-
the following sen- age
tence. specific costs and risks". Ref 2.3.1
A service is
a means of Rationale:
enabling value A. Incorrect. Warranty is "assurance that a product or service will meet agreed
co-creation by fa- requirements." Warranty of a service is necessary, but not suflcient to enable
1. Which practice in- A. "Service desks provide a clear path for users to report issues, queries,
cludes the classi- and requests, and have them acknowledged, classified, owned, and actioned"
fication and own-
ership of queries Rationals:
and requests from
B. Incorrect. The 'incident management' practice deals only with incidents, not
users?
queries and requests. "The purpose of the incident management practice is to
A. Service desk
minimize the negative impact of incidents by restoring normal service operation
B. Incident man-
as
agement
quickly as possible". Ref 5.2.5
C. Change control
C. Incorrect. The 'change control' practice deals only with change requests, not
D. Service level
other queries and requests. "The purpose of the change control practice is to
management
maximize the number of successful service and product changes by ensuring
that
risks have been properly assessed, authorizing changes to proceed, and manag-
ing
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, moni-
tored,
and managed against these targets".
2. Which practice C. "Service level management identifies metrics and measures that are a
identifies metrics truthful reflection of the customer's actual experience and level of satisfaction
that reflect the with
customer's expe- the whole service," and "Engagement is needed to understand and confirm
rience of a ser- the actual ongoing needs and requirements of customers, not simply what is
vice? interpreted
A. Continual im- by the service provider or has been agreed several years before."
, ITIL 4 Foundation Practice Exam with Rationale
provement
B. Service desk Rationales:
C. Service level A. Incorrect. "The purpose of the continual improvement practice is to align the
management organization's practices and services with changing business needs through the
D. Problem man- ongoing improvement of products, services, and practices, or any element in-
agement volved
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".
3. What is the PRI- C."The change schedule is used to help plan changes, assist in
MARY use of communication, avoid conflicts, and assign resources." Ref 5.2.4
a change sched-
ule? Rationale:
A. To support A. Incorrect. While it can be used after deploying a change, this is not the main
'incident manage- use
ment' and im- of the change schedule. "The change schedule is used to help plan changes,
provement plan- assist
ning in communication, avoid conflicts, and assign resources. It can also be used after
B. To man- changes have been deployed to provide information needed for incident
age emergency management, problem management, and improvement planning." Ref 5.2.4
changes B. Incorrect. "Emergency changes: These are changes that must be implemented
C. To plan changes as soon as possible; for example, to resolve an incident or implement a security
and help avoid patch. Emergency changes are not typically included in a change schedule, and
conflicts the
D. To manage process for assessment and authorization is expedited to ensure they can be
standard change implemented quickly." Ref 5.2.4
, ITIL 4 Foundation Practice Exam with Rationale
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
4. Which service D.The 'value streams and processes' dimension "focuses on what
management di- activities the organization undertakes and how they are organized, as well as how
mension is fo- the organization ensures that it is enabling value creation for all stakeholders
cused on activities eflciently and ettectively." Ref 3.4
and how these are
coordinated? Rationale:
A. Organizations A. Incorrect. The 'organizations and people' dimension describes "roles
and people and responsibilities, formal organizational structures, culture, and required
B. Information staflng and
and technology competencies." Ref 3.1
C. Partners and B. Incorrect. The 'information and technology' dimension includes "the
suppliers informa-tion
D. Value streams and knowledge necessary for the management of services, as well as the
and processes 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
C. Incorrect. "The partners and suppliers dimension encompasses an
organiza-tion's
relationships with other organizations that are involved in the design, develop-
ment,
deployment, delivery, support and/or continual improvement of services. It also
incorporates contracts and other agreements between the organization and its
partners or suppliers". Ref 3.3
5.
, ITIL 4 Foundation Practice Exam with Rationale
How does cate- A. More complex incidents will usually be escalated to a support team for
gorization of in- resolution. Typically, the routing is based on the incident category, which should
cidents assist the help to identify the correct team." Ref 5.2.5
'incident manage-
ment' practice? Rationale:
A. It helps di- B. Incorrect. The category is concerned with the type of incident whereas priority
rect the incident is
to the correct sup- determined by business impact. "Incidents are prioritized based on agreed
port area classification to ensure that incidents with the highest business impact are re-
B. It determines solved
the priority as- first." Ref 5.2.5
signed to the inci- C. Incorrect. "Every incident should be logged and managed to ensure that it is
dent resolved in a time that meets the expectations of the customer and user."
C. It ensures Categorization by itself will not ensure this. Ref 5.2.5
that incidents D. Incorrect. Customer and user satisfaction determines how the service provider
are resolved in is
timescales agreed perceived. "Incident management can have an enormous impact on customer
with the cus- and
tomer user satisfaction, and on how customers and users perceive the service provider."
D. It determines Ref 5.2.5
how the service
provider is per-
ceived
6. Identify the miss- B. A service is "a means of enabling value co-creation by facilitating
ing word(s) in outcomes that customers want to achieve, without the customer having to man-
the following sen- age
tence. specific costs and risks". Ref 2.3.1
A service is
a means of Rationale:
enabling value A. Incorrect. Warranty is "assurance that a product or service will meet agreed
co-creation by fa- requirements." Warranty of a service is necessary, but not suflcient to enable
