ITIL-4-Foundation-IT-Service-Management-Practice-Tests-Exams-Questions-Answers

⬆️ ITIL 4 Foundation (IT Service Management) Practice Tests Exams Questions & Answers

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1. Always happy to answer your questions on Udemy’s Q&A’s and outside :)
2. Failed? Please submit a screenshot of your exam result and request a refund (via our upcoming platform, not possible on Udemy); we’ll always accept it.
3. Learn about topics, such as:
   • Authorization;
   • Change Control;
   • Change Enablement;
   • Continual Improvement;
   • Deployment Management;
   • Emergency Changes;
   • Event Management;
   • Incident Analysis;
   • Incident Management;
   • Incident Resolution;
   • Information Security Management;
   • IT Asset Management;
   • Monitoring;
   • Prioritization;
   • Problem Management;
   • Relationship Management;
   • Release Management;
   • Service Configuration Management;
   • Service Desk;
   • Service Level Management (SLM);
   • Service Request Management;
   • Supplier Management;
   • Much More!
4. Questions are similar to the actual exam, without duplications (like in other courses ;-)).
5. The Practice Tests Exams simulate the actual exam’s content, timing, and percentage required to pass the exam.
6. This course is not an ITIL 4 Foundation (IT Service Management) Exam Dump. Some people use brain dumps or exam dumps, but that’s absurd, which we don’t practice.
7. 487 unique questions.

☝️ Course Updates

v1.0.0: April 28, 2023.

• Launch of the course.

v2.0.0: September 30, 2024.

• Add 218 new questions.

v2.0.0: October 1, 2024.

• AI-generated explanations (only paid Udemy).

v2.0.1: January 28, 2025.

• Fix 1 question with wrong answer.

🙋‍♀️ & 🙋‍♂️ Contribution

We are so thankful for every contribution, which makes sure we can deliver top-notch content. Whenever you find a missing resource, broken link in a Table of Contents, the wrong answer, please submit an issue. Even better would be a Pull Request (PR).

Who this course is for:

• 👨‍🎓 Students preparing for the ITIL 4 Foundation (IT Service Management) Exam;
• 👨‍🎓 Amazon Web Services Engineers (AWS Engineers);
• 👨‍🎓 Azure Engineers;
• 👨‍🎓 Cloud Architects;
• 👨‍🎓 Cloud Engineers;
• 👨‍🎓 Delivery Professionals;
• 👨‍🎓 DevOps Engineers;
• 👨‍🎓 Enterprise Architects;
• 👨‍🎓 Google Cloud Platform Engineers (GCP Engineers);
• 👨‍🎓 Incident Detection Engineers;
• 👨‍🎓 Infrastructure Engineers;
• 👨‍🎓 IT Leads;
• 👨‍🎓 IT Professionals;
• 👨‍🎓 Lead Engineers;
• 👨‍🎓 Maintenance Staff;
• 👨‍🎓 Middle Management;
• 👨‍🎓 Product Architects;
• 👨‍🎓 Product Managers;
• 👨‍🎓 Product Owners;
• 👨‍🎓 Project Managers;
• 👨‍🎓 Scrum Masters;
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• 👨‍🎓 Service Desk;
• 👨‍🎓 ServiceNow Police;
• 👨‍🎓 Site Reliability Engineers;
• 👨‍🎓 Software Developers/Engineers;
• 👨‍🎓 Software Testers;
• 👨‍🎓 Solution Architects;
• 👨‍🎓 Support Service;
• 👨‍🎓 Team Leaders.

Requirements

• 🤩 Excitement to learn!
• 0️⃣ Prior knowledge is required;
• ✅ You can pass the ITIL 4 Foundation (IT Service Management) Exam solely based on our Practice Tests Exams.

Table of Contents

No.	Questions
1	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 [?] and risks.
2	Which statement about Service Desks is CORRECT?
3	In terms of Incident Management, which value chain activity uses incident records as an input to improvement activities based on the incident frequency and severity?
4	Which describes a set of defined steps for implementing improvements?
5	Which practice provides a single point of contact for users?
6	Which activity captures the demand for Incident Resolution and service requests?
7	What are the types of asset management?
8	What is typically needed to assign complex incidents to support groups?
9	What type of change is MOST likely to be managed by the Service Request Management practice?
10	Which activity is part of the Continual Improvement practice?
11	Which statement about Emergency Changes is CORRECT?
12	Which is a key consideration for the Guiding Principle Keep It Simple and Practical?
13	What should all Continual Improvement decisions be based on?
14	Which is the purpose of the Monitoring and Event Management practice?
15	Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
16	How should automation be implemented?
17	What are ‘engage’, ‘plan’ and ‘improve’ examples of?
18	What is the starting point for optimization?
19	Arrange the following steps of software lifecycle in correct order. *1. Retire *2. Test *3. Operate *4. Deploy *5. Ideation *6. Develop *7. Design.
20	When should the effectiveness of a problem workaround be assessed?
21	Which practice has a purpose that includes ensuring that risks have been properly assessed?
22	What is an output?
23	The use of [?] should support, not replace what is observed, when using the ‘Start Where You Are’ Guiding Principle.
24	Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
25	What should be done for every problem?
26	In which step of the Continual Improvement model is an improvement plan implemented?
27	Which is NOT a key focus of the ‘Information and Technology’ dimension?
28	How does Service Request Management contribute to the Obtain/Build value chain activity?
29	Which describes outcomes?
30	Which of the following is an example of incident?
31	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?
32	What is the purpose of the Information Security Management practice?
33	What should be used to set user expectations for request fulfilment times?
34	Which competencies are required by the Service Level Management practice?
35	Which is the BEST example of a standard change?
36	Which of the following can be used to access Service Desks?
37	Which of these should be logged and managed as a problem?
38	What should be done to determine the appropriate metrics for measuring a new service?
39	Which Guiding Principle recommends using the minimum number of steps necessary to achieve an objective?
40	Which dimension includes activities and workflows?
41	Which describes a CORRECT approach to change Authorization?
42	How should an organization adopt Continual Improvement methods?
43	A known error is a problem that has been [?] and has not been resolved.
44	Which dimension includes a workflow management system?
45	Which is a purpose of the Service Desk practice?
46	Which practice identifies metrics that reflect a customer experience of a service?
47	Which statement about a service value stream is CORRECT?
48	Which Guiding Principle recommends coordinating all dimensions of Service Management?
49	Which statement about the steps to fulfill a service request is CORRECT?
50	Which practice has a purpose that includes aligning the organization’s practices and services with changing business needs?
51	How does Service Request Management contribute to the Design and Transition value chain activity?
52	How should the workflow for a new service request be designed?
53	Which statement about costs is CORRECT?
54	Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
55	Which statement about outputs is CORRECT?
56	A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?
57	What is described by the Service Value System?
58	What are the ITIL Guiding Principles used for?
59	Which stakeholders co-create value in a service relationship?
60	Which will NOT be handled as a service request?
61	Which practice needs people who understand complex systems and have creative and analytical skills?
62	Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?
63	Which usually requires a team of representatives from many stakeholder groups?
64	What are typically recognized through notifications created by an IT service, CI or Monitoring tool?
65	Which Guiding Principle is PRIMARILY concerned with end-to-end service delivery?
66	Which of these activities is carried out as part of Problem Management?
67	Which statement about the Change Control practice is CORRECT?
68	Which Guiding Principle considers the importance of customer loyalty?
69	What actions does a Service Desk take for all issues, queries and requests that are reported to them?
70	Which is an external input to the Service Value Chain?
71	What should be considered as part of the ‘Partners and Suppliers’ dimension?
72	Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?
73	A service offering may include goods, access to resources, and service actions. Which is an example of a service action?
74	Which practice has a purpose to support the quality of the service by handling all agreed user-initiated service requests?
75	What is the definition of a problem?
76	What aspect of Service Level Management asks service consumers what their work involves and how technology helps them?
77	How should the seven Guiding Principles be combined when an organization is making a decision?
78	Which directly assists with the diagnosis and resolution of simple incidents?
79	Which activity contributes to the ‘where are we now?’ step of the Continual Improvement model?
80	Which practice provides a communications point for users to report operational issues, queries and requests?
81	Which is an example of a business related measurement?
82	What can help to reduce resistance to a planned improvement when applying the Guiding Principle Collaborate and Promote Visibility?
83	What is the purpose of the Incident Management practice?
84	What varies in size and complexity, and uses functions to achieve its objectives?
85	Which BEST describes the purpose of the ‘improve’ value chain activity?
86	What takes responsibility for the outcomes of service consumption?
87	Which practice forms a link between the service provider and the users of services?
88	Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?
89	Which is a purpose of Release Management?
90	What is recommended by the Guiding Principle Progress Iteratively with Feedback?
91	Which includes governance, management practices, and Continual Improvement?
92	What term is used to describe whether a service will meet availability, capacity and security requirements?
93	Which Guiding Principle considers customer and user experience?
94	Which is a result of applying the Guiding Principle Progress Iteratively with Feedback?
95	What describes how components and activities work together to facilitate value creation?
96	Which statement about Continual Improvement is CORRECT?
97	What are Guiding Principles?
98	Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
99	Which statement about the Change Enablement practice is CORRECT?
100	What can be used to determine if a service is Fit for Purpose?
101	Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
102	Which is a key activity carried out in the ‘did we get there?’ step of the Continual Improvement model?
103	What can a service remove from the consumer and impose on the consumer?
104	What does Change Enablement PRIMARILY focus on?
105	You are attempting to print a document from your workstation to the network printer in your office. The print job failed when you attempted to print, so you called the Service Desk for assistance. What term best describes your issue?
106	A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].
107	Which is handled as a service request?
108	Which is a key requirement for a successful Service Level Agreement (SLA)?
109	Which is considered by the ‘Partners and Suppliers’ dimension?
110	What impact does automation have on a Service Desk?
111	An organization asks a stakeholder to review a planned change. Which Guiding Principle does this demonstrate?
112	Which practice recommends using tools for collaboration and the automated matching of symptoms?
113	In service relationships, what is a benefit of identifying consumer roles?
114	Which practice would help a user gain access to an application that they need to use?
115	What is used to link activities within the Service Value Chain?
116	How are target resolution times used in the Incident Management practice?
117	Which two practices use workarounds?
118	Which statement about the Service Value Chain is CORRECT?
119	The Service Desk should be the entry point and single point of contact for the [?] with all of its users.
120	Which statement about managing incidents is CORRECT?
121	Which practice has a strong influence on the user experience and perception of the service provider?
122	Which will help solve incidents more quickly?
123	What is the purpose of the Relationship Management practice?
124	Which describes the utility of a service?
125	Why should some service requests be fulfilled with no additional approvals?
126	Which approach is CORRECT when applying the Guiding Principle Keep It Simple and Practical?
127	Which dimension considers data security and privacy?
128	Which practice involves the management of vulnerabilities that were not identified before the service went live?
129	Which is a recommendation of the Guiding Principle Think and Work Holistically?
130	Which value chain activity ensures that products meet stakeholder expectations for quality?
131	What is the purpose of the Problem Management practice?
132	When is the earliest that a workaround can be documented in Problem Management?
133	Which value chain activity ensures that service components meet agreed specifications?
134	What includes governance as a component?
135	What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
136	Which practice makes new services available for use?
137	Which is an activity of the Problem Management practice?
138	Which gives a user access to a system?
139	Which is included in the purpose of the Service Level Management practice?
140	Which term relates to service levels aligned with the needs of service consumers?
141	What is the definition of a known error?
142	Which statement about the use of measurement in the ‘Start Where You Are’ Guiding Principle is CORRECT?
143	Which is the BEST description of the value of a service to a customer?
144	Which practice involves the management of vulnerabilities that have been analysed but not resolved?
145	Which is an activity of the Incident Management practice?
146	Which is NOT a component of the Service Value System?
147	What is defined as a cause, or potential cause, of one or more incidents?
148	Which practice is MOST likely to benefit from the use of chatbots?
149	The purpose of the Service Configuration Management practice is to ensure that accurate and reliable information about the configuration of services, and the [?] that support them, is available when and where it is needed.
150	Which statement about outcomes is CORRECT?
151	Which statement about outcomes is CORRECT?
152	Which is a purpose of the ‘engage’ value chain activity?
153	Which statement about service requests is CORRECT?
154	Which practice is responsible for moving new or changed components to live or other environments?
155	Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?
156	What must always be done before an activity is automated?
157	Which two statements about an organization’s culture are CORRECT? 1. It is created from shared values based on how it carries out its work 2. It is determined by the type of technology used to support services 3. It should be based on the culture of prospective suppliers 4. It should be based on the objectives of the organization
158	Which statement about the automation of service requests is CORRECT?
159	What is the purpose of the Deployment Management practice?
160	What is a change schedule PRIMARILY used for?
161	Which can act as an operating model for an organization?
162	What is an IT asset?
163	Which is a key requirement for a successful Service Level Agreement?
164	Which role approves the cost of services?
165	What is Warranty?
166	What are the three phases of Problem Management?
167	Where are the details of the required performance outcomes of a service defined?
168	Which skill is an essential part of the Service Level Management practice?
169	Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?
170	Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?
171	What is defined as any component that needs to be managed in order to deliver an IT service?
172	Which practice has the purpose of ensuring that the organization’s suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services?
173	Which practice recommends the use of event-based surveys to gather feedback from customers?
174	How does information about problems and known errors contribute to Incident Management?
175	Which describes a standard change?
176	Which service level metrics are BEST for measuring user experience?
177	Which is a service request?
178	Which two practices interact the MOST with the Service Desk practice?
179	What is defined as an unplanned interruption or reduction in the quality of a service?
180	Which describes normal changes?
181	The management of information security incidents usually requires [?].
182	Which statement about change authorities is CORRECT?
183	What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
184	Which practice owns and manages issues, queries and requests from users?
185	What are the MOST important skills required by Service Desk staff?
186	Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?
187	What is the expected outcome from using a Service Value Chain?
188	Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
189	Which Guiding Principle helps to ensure that better information is available for decision making?
190	What helps diagnose and resolve a simple incident?
191	A user is [?] that uses services.
192	When should a change request be submitted to resolve a problem?
193	When planning Continual Improvement, which approach for assessing the current state of a service is CORRECT?
194	Which is included in the purpose of the Change Enablement practice?
195	How does a service consumer contribute to the reduction of disk?
196	The purpose of the Supplier Management practice is to ensure that the organization’s suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.
197	Which dimension considers how knowledge assets should be protected?
198	Which Guiding Principle recommends standardizing and streamlining manual tasks?
199	Which Guiding Principle recommends eliminating activities that do not contribute to the creation of value?
200	What is a recommendation of the Focus on Value Guiding Principle?
201	Which is part of service provision?
202	Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?
203	When should a full risk assessment and Authorization be carried out for a standard change?
204	Which statement about a Continual Improvement register is CORRECT?
205	Which is included in the purpose of the Design and Transition value chain activity?
206	Which is included in the purpose of the Deliver and Support value chain activity?
207	Which practice coordinates the classification, ownership and communication of service requests and incidents?
208	Which practice updates information relating to symptoms and business impact?
209	Which ITIL Guiding Principle recommends using existing services, processes and tools when improving services?
210	What is an incident?
211	What is defined as a change of state that has significance for the management of an IT service?
212	Which dimension includes the knowledge needed for the management of services?
213	What is the PRIMARY use of a change schedule?
214	Which Guiding Principle focuses on reducing costs and human errors?
215	Which Guiding Principle helps to ensure that each improvement effort has more focus and is easier to maintain?
216	What is important for a Continual Improvement register (CIR)?
217	Which is a purpose of the Service Level Management practice?
218	What describes the steps needed to create and deliver a specific service to a consumer?
219	Which helps to manage an incident when it is unclear which support team should be working on the incident?
220	Which statement about the Continual Improvement practice is CORRECT?
221	Which does the ITIL Service Value System discourage?
222	An SLA is a Service Level Agreement. Which describes the ‘watermelon SLA’ effect?
223	Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?
224	What is a service?
225	Which TWO are important aspects of the Service Request Management practice? 1. Standardization and automation 2. Providing a variety of channels for access 3. Establishing a shared view of targets 4. Policies for approvals
226	What is required by all Service Desk staff?
227	Which practice establishes a channel between the service provider and its users?
228	Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?
229	Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
230	Which practice provides users with a way to get various requests arranged, explained and coordinated?
231	Which helps to streamline the fulfilment of service requests?
232	Which statement about outcomes is CORRECT?
233	Which Guiding Principle says that services and processes should NOT provide a solution for every exception?
234	The purpose of the Supplier Management practice is to ensure that the organization’s suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.
235	The purpose of the Service Configuration Management practice is to ensure that accurate and reliable information about the [?], and the CIs that support them, is available when and where it is needed.
236	Which practice requires skills and competencies related to business analysis, Supplier Management and Relationship Management?
237	When should a workaround be created?
238	What is a configuration item?
239	When an organization has decided to improve a service, it should start by considering [?].
240	Which are elements of the Service Value System?
241	Which is a use of the change schedule?
242	Which dimension of Service Management considers the workflows and controls needed to deliver services?
243	Which Guiding Principle considers how the steps of a process can be performed as efficiently as possible?
244	Which statement about the Incident Management practice is CORRECT?
245	How should an organization prioritize incidents?
246	Which is a purpose of the Relationship Management practice?
247	Which statement about problems is CORRECT?
248	Which is a risk that might be removed from a service consumer by an IT service?
249	Which is one of the MAIN concerns of the Design and Transition value chain activity?
250	Which should be handled by Service Request Management?
251	What can be described as an operating model for the creation and management of products and services?
252	Which action is performed by a service provider?
253	Which step of the Continual Improvement model includes baseline assessments?
254	Which describes a Change Authority?
255	Which is NOT a component of the Service Value System?
256	Which statement about service Relationship Management is CORRECT?
257	What is the MOST important reason for prioritizing incidents?
258	Which Service Level Management activity helps staff to deliver a more business-focused service?
259	Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?
260	Which Guiding Principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?
261	What is the purpose of the Monitoring and Event Management practice?
262	Which statement about outcomes is CORRECT?
263	Which skill is required by the Service Level Management practice?
264	Which statement about the Continual Improvement model is CORRECT?
265	What is the definition of Warranty?
266	Which practice has a purpose that includes managing risks relating to confidentiality, integrity and availability?
267	What is the definition of a service?
268	Utility is the [?] offered by a product or service to meet a particular need.
269	[?] 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.
270	An event is any change of state that has significance for the management of a(n) [?] or other configuration items.
271	What is the purpose of the Information Security Management practice?
272	What is the purpose of the Monitoring and Event Management practice?
273	What is the purpose of the Incident Management practice?
274	What is defined as the practice of ensuring that accurate and reliable information about the configuration of services, and the configuration items that support them, is available when and where needed?
275	The [?] is the practice of capturing demand for incident resolution and service requests.
276	Company A has decided to offer two membership levels to their training programs. The first membership level includes all of their video courses, practice exams, and study guides for a single monthly fee. This plan does not provide the students with the actual exam voucher to take the certification exams, though. What term best describes this membership level which provides several services for a single price?
277	Which describes outputs?
278	What term best describes a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives?
279	Which describes the nature of the Guiding Principles?
280	Which Guiding Principle is most affected by the Customer Experience (CX)?
281	Company A 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?
282	Company A has decided to create an online course for the ITIL 4 Foundation exam. The company developed their curriculum and then invited 50 students to participate in live training to determine if the training was effective. During the training, some students didn’t understand the concept of the Service Value Chain, so the instructor rewrote that portion of the curriculum. Which Guiding Principle is being demonstrated by this approach to curriculum development?
283	You are working to design a new service for internal use across your organization. As part of your design efforts, you form a small team with relevant stakeholders from the human resources, information technology, sales, and other relevant departments to ensure the service adequately meets each department’s needs and hope this results in great acceptance of the service when delivered. Which Guiding Principle best describes this scenario?
284	John is currently working to create a new service that would allow a customer to purchase a digital product online and have it delivered to the user’s inbox. John is responsible for the payment portion of this service, but Sally is responsible for the digital product fulfillment portion of the service. Which of the following should John do in order to follow the principle of Think and Work Holistically?
285	Which of these are a key focus of the Organization and People dimension?
286	Which of these are NOT a key focus of the Partners and Suppliers dimension?
287	Which ITIL concept describes the Service Value Chain?
288	What operating model outlines the key activities required to respond to demand and facilitate value realization through the creation and management of products and services?
289	Which value chain activity includes portfolio decisions for Design and Transition?
290	Which step of the Continual Improvement model states that ‘each improvement initiative should support the organization’s goals and objectives’?
291	When working within the ‘what is the vision’ step of the Continual Improvement model, what must you ensure to occur?
292	Bridgett is leading an improvement initiative within your company. She has been told that the company wants to have the highest customer satisfaction in the industry. Currently, the company has a customer satisfaction rating of 92% but the industry leader has an average of 94%. Bridgett decides that the company should set their goal of obtaining a 96% customer satisfaction score within the next 12 months. What step of the Continual Improvement model is Bridgett currently in?
293	What is a normal change?
294	Your company’s external router has just malfunctioned and needs to be replaced. The entire organization’s connection to the Wide Area Network will remain offline until this router is replaced. Which type of change should be initiated?
295	What is a change schedule NOT used for?
296	How can you ensure the incidents with the highest business impact are resolved first?
297	Which incidents should be logged?
298	What is NOT a phase in Problem Management?
299	If a problem cannot be resolved quickly, you might wish to document and implement a temporary solution to reduce the impact of the problem. What is this known as?
300	How does Service Request Management contribute to the Improve value chain activity?
301	Service requests and their fulfillment should be [?] and automated to the greatest degree possible.
302	Your smartphone isn’t working properly. You call the toll-free number for your service provider’s support center. Which practice would you reach that serves as the entry point for all contact between the service provider and its users?
303	Which is a recommendation of the Service Desk practice?
304	What is a Service Level Agreement used for?
305	How does Service Level Management contribute to the ‘plan’ value chain activity?
306	[What should be included in every Service Level Agre

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