ITIL 4 Foundation Practice Exam
Questions with Complete Answers
Which ITIL guiding principle recommends using existing services, processes and tools
when improving services? - Answer-Start where you are
Which practice has a purpose that includes ensuring that risks have been properly
assessed? - Answer-Change Control
When should a full risk assessment and authorization be carried out for a standard
change? - Answer-When the procedure for the standard change is created.
Which statement about emergency changes is correct? - Answer-The assessment and
authorization of emergency changes is expedited to ensure they can be implemented
quickly
Which practice coordinates the classification, ownership, and communication of service
requests and incidents? - Answer-Service Desk
What is Warranty? - Answer-Assurance that a product or service will meet agreed
requirements.
Which is part of service provision? - Answer-The management of resources configured
to deliver the service
Which statement about a continual improvement register is correct? - Answer-It should
be re-prioritized as ideas are documented.
What are engage, plan, and improve examples of? - Answer-Service value chain
activities
Which statement about outcomes is correct? - Answer-An outcome can be enabled by
more than one output
Which statement about service desks is correct? - Answer-The service desk should
work in close collaboration with support and development teams
Which practice updates information relating to symptoms and business impact? -
Answer-Incident Management
Which is included in the purpose of the design and transition value chain activity -
Answer-Continually meeting stakeholder expectations for costs
,Which practice has a purpose to support the quality of the service by handling all
agreed user initiated service requests? - Answer-Service Request Management
Which is not a component of service value system? - Answer-The four dimensions of
service management
Which statement about the steps to fulfill a service request is correct? - Answer-They
should be well-known and proven.
What is defined as a cause, or potential cause, of one or more incidents? - Answer-
Problem
Which guiding principle recommends eliminating activates that do not contribute to the
creation of value? - Answer-Keep it simple and practical
When should the effectiveness of a problem workaround be assessed? - Answer-
Whenever the workaround is used
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 ? -
Answer-Services
Which dimension considers how knowledge assets should be protected? - Answer-
Information and Technology
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? -
Answer-A service
Identify the missing words in the following sentence. The management of information
security incidents usually requires ? - Answer-A separate process
What are the ITIL guiding principles used for? - Answer-To help an organization make
good decisions
Which is the correct approach for managing a large improvement initiative as smaller
iterations? - Answer-Each iteration should be continually re-evaluated based on
feedback.
What is the purpose of the development management practice? - Answer-To move new
or changed components to live environments
What example is a service request? - Answer-Requesting information about how to
create a document
, The purpose of the supplier management practice is to ensure that the organization
suppliers and their ____ are managed appropriately to support the seamless provision
of quality products and services. - Answer-Performances
What is a recommendation of the focus on value guiding principle - Answer-Focus on
value at every step of the improvement
Which guiding principle recommends standardizing and streamlining manual tasks -
Answer-Optimize and Automate.
Which describes a set of defined steps for implementing improvements - Answer-
continual improvement model
Which is a key requirement for a successful service level agreement - Answer-It should
be simply written and easy to understand
When planning continual improvement, which approach for assessing the current state
of a service is correct? - Answer-An organization should always develop competencies
in methodologies and techniques that will meet their needs.
How does a service consumer contribute to the reduction of risk? - Answer-By
communicating constraints
What helps diagnose and resolve a simple incident? - Answer-The use of scripts
Which ITIL practice has a purpose that includes reducing the likelihood of incidents? -
Answer-Problem Management
Which service level metrics are BEST for measuring user experience? - Answer-Metrics
linked to defined outcomes
What are the most important skills required by service desk staff? - Answer-Incident
analysis skills
Which two statements about an organizational culture are correct - Answer-It should be
created from shared values based on how it carries out its work
It should be based on the objectives of the organization.
When should a change request be submitted to resolve a problem - Answer-As soon as
the analysis of cost, risks, and benefits justifies the change.
Which guiding principle helps to ensure that better information is available for decision
making - Answer-Collaborate and promote visibility
Questions with Complete Answers
Which ITIL guiding principle recommends using existing services, processes and tools
when improving services? - Answer-Start where you are
Which practice has a purpose that includes ensuring that risks have been properly
assessed? - Answer-Change Control
When should a full risk assessment and authorization be carried out for a standard
change? - Answer-When the procedure for the standard change is created.
Which statement about emergency changes is correct? - Answer-The assessment and
authorization of emergency changes is expedited to ensure they can be implemented
quickly
Which practice coordinates the classification, ownership, and communication of service
requests and incidents? - Answer-Service Desk
What is Warranty? - Answer-Assurance that a product or service will meet agreed
requirements.
Which is part of service provision? - Answer-The management of resources configured
to deliver the service
Which statement about a continual improvement register is correct? - Answer-It should
be re-prioritized as ideas are documented.
What are engage, plan, and improve examples of? - Answer-Service value chain
activities
Which statement about outcomes is correct? - Answer-An outcome can be enabled by
more than one output
Which statement about service desks is correct? - Answer-The service desk should
work in close collaboration with support and development teams
Which practice updates information relating to symptoms and business impact? -
Answer-Incident Management
Which is included in the purpose of the design and transition value chain activity -
Answer-Continually meeting stakeholder expectations for costs
,Which practice has a purpose to support the quality of the service by handling all
agreed user initiated service requests? - Answer-Service Request Management
Which is not a component of service value system? - Answer-The four dimensions of
service management
Which statement about the steps to fulfill a service request is correct? - Answer-They
should be well-known and proven.
What is defined as a cause, or potential cause, of one or more incidents? - Answer-
Problem
Which guiding principle recommends eliminating activates that do not contribute to the
creation of value? - Answer-Keep it simple and practical
When should the effectiveness of a problem workaround be assessed? - Answer-
Whenever the workaround is used
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 ? -
Answer-Services
Which dimension considers how knowledge assets should be protected? - Answer-
Information and Technology
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? -
Answer-A service
Identify the missing words in the following sentence. The management of information
security incidents usually requires ? - Answer-A separate process
What are the ITIL guiding principles used for? - Answer-To help an organization make
good decisions
Which is the correct approach for managing a large improvement initiative as smaller
iterations? - Answer-Each iteration should be continually re-evaluated based on
feedback.
What is the purpose of the development management practice? - Answer-To move new
or changed components to live environments
What example is a service request? - Answer-Requesting information about how to
create a document
, The purpose of the supplier management practice is to ensure that the organization
suppliers and their ____ are managed appropriately to support the seamless provision
of quality products and services. - Answer-Performances
What is a recommendation of the focus on value guiding principle - Answer-Focus on
value at every step of the improvement
Which guiding principle recommends standardizing and streamlining manual tasks -
Answer-Optimize and Automate.
Which describes a set of defined steps for implementing improvements - Answer-
continual improvement model
Which is a key requirement for a successful service level agreement - Answer-It should
be simply written and easy to understand
When planning continual improvement, which approach for assessing the current state
of a service is correct? - Answer-An organization should always develop competencies
in methodologies and techniques that will meet their needs.
How does a service consumer contribute to the reduction of risk? - Answer-By
communicating constraints
What helps diagnose and resolve a simple incident? - Answer-The use of scripts
Which ITIL practice has a purpose that includes reducing the likelihood of incidents? -
Answer-Problem Management
Which service level metrics are BEST for measuring user experience? - Answer-Metrics
linked to defined outcomes
What are the most important skills required by service desk staff? - Answer-Incident
analysis skills
Which two statements about an organizational culture are correct - Answer-It should be
created from shared values based on how it carries out its work
It should be based on the objectives of the organization.
When should a change request be submitted to resolve a problem - Answer-As soon as
the analysis of cost, risks, and benefits justifies the change.
Which guiding principle helps to ensure that better information is available for decision
making - Answer-Collaborate and promote visibility
