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

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

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  3. Learn about topics, such as:
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    • Change Enablement;
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    • 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;
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  7. 487 unique questions.

☝️ Course Updates

v1.0.0: April 28, 2023.

  • Launch of the course.

v2.0.0: September 30, 2024.

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v2.0.0: October 1, 2024.

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v2.0.1: January 28, 2025.

  • Fix 1 question with wrong answer.

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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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