Page 1 of 18
ITIL 4 FOUNDATION EXAM PART 1 2024-2025
What is the PRIMARY use of a change schedule?
A. To support 'incident management' and improvement planning
B. To manage emergency changes
C. To plan changes and help avoid conflicts
D. To manage standard changes
C. Correct. "The change schedule is used to help plan changes,
assist in communication, avoid conflicts, and assign resources."
Ref 5.2.4
Which practice is responsible for moving components to live
environments?
A. Change control
B. Release management
C. IT asset management
D. Deployment management
D. Correct. "The purpose of the deployment management practice
is to move new or changed hardware, software, documentation,
processes, or any other component to live environments." Ref
5.3.1
Which practice includes the classification and ownership of
queries and requests from users?
A. Service desk
B. Incident management
C. Change control
D. Service level management
, Page 2 of 18
A. Correct. "Service desks provide a clear path for users to
report issues, queries, and requests, and have them
acknowledged, classified, owned, and actioned". Ref 5.2.14
Which practice identifies metrics that reflect the customer's
experience of a service?
A. Continual improvement
B. Service desk
C. Service level management
D. Problem management
C. Correct. "Service level management identifies metrics and
measures that are a truthful reflection of the customer's actual
experience and level of satisfaction with the whole service," and
"Engagement is needed to understand and confirm the actual
ongoing needs and requirements of customers, not simply what
is interpreted by the service provider or has been agreed several
years before." Ref 5.2.15.1
Which service management dimension is focused on activities
and how these are coordinated?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes
D. Correct. The 'value streams and processes' dimension
"focuses on what activities the organization undertakes and how
they are organized, as well as how the organization ensures that
it is enabling value creation for all stakeholders efficiently and
effectively." Ref 3.4
, Page 3 of 18
How does categorization of incidents assist the 'incident
management' practice?
A. It helps direct the incident to the correct support area
B. It determines the priority assigned to the incident
C. It ensures that incidents are resolved in timescales agreed
with the customer
D. It determines how the service provider is perceived
A. Correct. "More complex incidents will usually be escalated to
a support team for resolution. Typically, the routing is based on
the incident category, which should help to identify the correct
team." Ref 5.2.5
Identify the missing word(s) in the following sentence.
A service is a means of enabling value co-creation by facilitating
[?] that customers want to achieve.
A. the warranty
B. outcomes
C. the utility
D. outputs
B. 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
Which is a recommendation of the 'continual improvement'
practice?
A. There should at least be a small team dedicated to leading
'continual improvement' efforts
B. All improvements should be managed as multi-phase projects
C. 'Continual improvement' should be isolated from other
practices
ITIL 4 FOUNDATION EXAM PART 1 2024-2025
What is the PRIMARY use of a change schedule?
A. To support 'incident management' and improvement planning
B. To manage emergency changes
C. To plan changes and help avoid conflicts
D. To manage standard changes
C. Correct. "The change schedule is used to help plan changes,
assist in communication, avoid conflicts, and assign resources."
Ref 5.2.4
Which practice is responsible for moving components to live
environments?
A. Change control
B. Release management
C. IT asset management
D. Deployment management
D. Correct. "The purpose of the deployment management practice
is to move new or changed hardware, software, documentation,
processes, or any other component to live environments." Ref
5.3.1
Which practice includes the classification and ownership of
queries and requests from users?
A. Service desk
B. Incident management
C. Change control
D. Service level management
, Page 2 of 18
A. Correct. "Service desks provide a clear path for users to
report issues, queries, and requests, and have them
acknowledged, classified, owned, and actioned". Ref 5.2.14
Which practice identifies metrics that reflect the customer's
experience of a service?
A. Continual improvement
B. Service desk
C. Service level management
D. Problem management
C. Correct. "Service level management identifies metrics and
measures that are a truthful reflection of the customer's actual
experience and level of satisfaction with the whole service," and
"Engagement is needed to understand and confirm the actual
ongoing needs and requirements of customers, not simply what
is interpreted by the service provider or has been agreed several
years before." Ref 5.2.15.1
Which service management dimension is focused on activities
and how these are coordinated?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes
D. Correct. The 'value streams and processes' dimension
"focuses on what activities the organization undertakes and how
they are organized, as well as how the organization ensures that
it is enabling value creation for all stakeholders efficiently and
effectively." Ref 3.4
, Page 3 of 18
How does categorization of incidents assist the 'incident
management' practice?
A. It helps direct the incident to the correct support area
B. It determines the priority assigned to the incident
C. It ensures that incidents are resolved in timescales agreed
with the customer
D. It determines how the service provider is perceived
A. Correct. "More complex incidents will usually be escalated to
a support team for resolution. Typically, the routing is based on
the incident category, which should help to identify the correct
team." Ref 5.2.5
Identify the missing word(s) in the following sentence.
A service is a means of enabling value co-creation by facilitating
[?] that customers want to achieve.
A. the warranty
B. outcomes
C. the utility
D. outputs
B. 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
Which is a recommendation of the 'continual improvement'
practice?
A. There should at least be a small team dedicated to leading
'continual improvement' efforts
B. All improvements should be managed as multi-phase projects
C. 'Continual improvement' should be isolated from other
practices
