ITIL 4 Foundation Practice Certification Exams (6 Exams) Set 3

Which describes the functionality offered by a product or service to meet a particular need?


Options are :

  • Utility
  • Warranty
  • Value
  • Outcome

Answer :Utility

A small start-up in San Francisco is launching a brand new iPhone app. Their staff is small, but they have big dreams and ideas for their app. The app will perform 15 different functions when it is fully developed. Currently, the app only has 4 functions completed, but the company decided to release the app to get some initial feedback. Based on the feedback, the company changed the third function to improve the customer experience and continued to add one function every 3 weeks to the app. What guiding principle best describes what the company was doing?


Options are :

  • Optimize and automate
  • Start where you are
  • Progress iteratively with feedback
  • Keep it simple and practical

Answer :Progress iteratively with feedback

Which guiding principle is focused on increasing communication both within the project and outside of it?


Options are :

  • Keep it simple and practical
  • Collaborate and promote visibility
  • Progress iteratively with feedback
  • Optimize and automate

Answer :Collaborate and promote visibility

ITIL Foundation Certification Exam Mock

Which guiding principle is concerned with an understanding of how all the parts of an organization work together in an integrated way?


Options are :

  • Focus on value
  • Keep it simple and practical
  • Think and work holistically
  • Optimize and automate

Answer :Think and work holistically

You have just been promoted to the role of the Service Desk manager. The manager before you loved metrics, and the Service Desk is currently spending numerous hours per week creating reports based on over 150 different metrics they call 'measures of effectiveness'. You believe there are simply too many metrics being collected and begin an analysis of each one to determine if is it providing valuable information. For the ones you find without value, you eliminate the requirement to track and report on those metrics. Which guiding principle are you following in this scenario?


Options are :

  • Optimize and automate
  • Progress iteratively with feedback
  • Keep it simple and practical
  • Collaborate and promote visibility

Answer :Keep it simple and practical

Which service management dimension is focused on an organization's relationships with other organizations in order to deliver its services?


Options are :

  • Organizations and people
  • Information and technology
  • Partners and suppliers
  • Value streams and processes

Answer :Partners and suppliers

ITIL Foundation Certification Exam Mock

Which of these are a key focus of the ‘value streams and processes’ dimension?


Options are :

  • Workflow management and inventory systems
  • Activities that transform inputs into outputs
  • Roles and responsibilities
  • Contracts and agreements

Answer :Activities that transform inputs into outputs

Which ITIL concept describes continual improvement?


Options are :

  • Service value system
  • Four dimensions of service management
  • Service value chain
  • Practices

Answer :Service value system

Which of the following is NOT an activity within the service value chain?


Options are :

  • Service relationships
  • Improve
  • Design and Transition
  • Obtain/Build

Answer :Service relationships

ITIL Foundation Certification Exam Questions

Which value chain activity ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management?


Options are :

  • Improve
  • Plan
  • Deliver and support
  • Obtain/build

Answer :Improve

Betsy has been hired by your company to lead the process improvement efforts. You have shared with her the overall vision for the process improvement and she begins to analyze your current resources, processes, and metrics. What step of the continual improvement model is Betsy performing?


Options are :

  • What is the vision
  • Where do we want to be
  • How do we get there
  • Where are we now

Answer :Where are we now

During which step of the continual improvement model is change management and release management usually performed?


Options are :

  • Where do we want to be
  • Take action
  • Where are we now
  • What is the vision

Answer :Take action

ITIL Foundation Certification Exam

Your company has spent the last 12 months working on a new improvement to the customer relationship management software in an effort to increase customer satisfaction by 4%. Janet analyzes the current metrics and compares them against the baseline metrics from 12 months ago. Which step of the continual improvement model is Janet working in?


Options are :

  • Did we get there
  • Where are we now
  • How do we get there
  • Take action

Answer :Did we get there

During which step of the continual improvement model do you create your objective baseline measurement?


Options are :

  • What is the vision
  • Where are we now
  • How do we get there
  • Where do we want to be

Answer :Where are we now

Your organization was having a big problem with cybersecurity due to poor password management practices. You had led an improvement initiative to increase the security of the authentication system by implementing two-factor authentication. The original goal was to get at least 35% of the users to utilize two-factor authentication. During the first phase of your improvement initiative, using the two-factor authentication was voluntary for users. By the end of the first phase, it was determined that 43% of users chose to use the two-factor authentication. You want to continue the improvement efforts and increase usage to 100%. Which step in the continual improvement model should you begin with?


Options are :

  • Where are we now
  • What is the vision
  • How do we keep the momentum going
  • How do we get there

Answer :How do we keep the momentum going

ITIL Foundation Certification Exam

What is usually included as part of 'incident management'?


Options are :

  • Detailed procedures for the diagnosis of incidents
  • Formalized processes for logging incidents
  • Observation of all services and service components to identify any change in state
  • Authority to implement changes to a system

Answer :Formalized processes for logging incidents

Your laptop was connected to the corporate wireless network this morning but when you came back from lunch, it refuses to connect to the network. What term best describes this scenario?


Options are :

  • Event
  • Problem
  • Incident
  • Request

Answer :Incident

Which of the following is NOT a problem identification activity?


Options are :

  • Detecting duplicate and recurring issues
  • Logging an incident
  • Performing trend analysis of incident records
  • Analysis of multiple incidents that may be linked together

Answer :Logging an incident

ITIL Foundation Certification Exam Mock Test

What is NOT a phase in problem management?


Options are :

  • Problem identification
  • Error control
  • Problem control
  • Incident logging

Answer :Incident logging

How does 'service request management' contribute to the 'engage' value chain activity?


Options are :

  • It ensures that users continue to be productive when they need assistance from the service provider
  • It collects user-specific requirements, sets expectations, and provides status updates
  • By initiating standard changes to fulfill service requests
  • It acquires pre-approved service components to help fulfill service requests

Answer :It collects user-specific requirements, sets expectations, and provides status updates

What is an example of an action a service request management employee would undertake as part of the 'improve' activity?


Options are :

  • Communicate with consumers to understand their requirements
  • Initiate and fulfill standard changes
  • Provide trend, quality, and feedback information about requests
  • Fulfill the consumer's service requests through acquisition of service components

Answer :Provide trend, quality, and feedback information about requests

ITIL Foundation Certification Exam

What does a centralized service desk require?


Options are :

  • Knowledge base
  • Walk-in service hours
  • 24x7 support
  • Outsourced employees

Answer :Knowledge base

If your company is using a single service desk located in one office building to support users from around the world, what type of service desk might this be?


Options are :

  • Virtual
  • Centralized
  • Follow-the-sun
  • Local

Answer :Centralized

What should be included in every service level agreement?


Options are :

  • Clearly defined service outcomes
  • Latency requirements
  • Metric for amount of downtime on the backup server
  • Metric for percentage of disk space available on the file server

Answer :Clearly defined service outcomes

ITIL Foundation Certification Exam Mock Test

Which of the following is NOT a valid source of service level management data to use in analyzing your service level agreements?


Options are :

  • Customer feedback
  • Competitor's metrics
  • Operational metrics
  • Business metrics

Answer :Competitor's metrics

Your laptop only has a 256GB of SSD storage installed. You have been traveling for work for the last 2 weeks and have downloaded a lot of video files to your internal storage device. Your computer is having issues because there is not enough free space. You called your service desk, but since you are out of the country, they cannot remotely back up all the files on your laptop. They recommend that you move the large files from your internal storage device (256GB SSD) to an external hard drive to free up some available space. Unfortunately, you don't have an external hard drive with you, so you will purchase one at the store later today. How would you classify this situation and the solution recommended?


Options are :

  • Incident
  • Workaround
  • Problem
  • Known error

Answer :Known error

How does 'service level management' contribute to the 'engage' value chain activity?


Options are :

  • Collects feedback during interactions and communicates service performance objectives to the operations and support teams
  • Provides feedback from interactions with customers into new or changed services
  • Collects and processes feedback from customers and users
  • Provides information about the actual service performance and trends

Answer :Collects and processes feedback from customers and users

ITIL Foundation Certification Exam Mock Test

What term best describes a service that is 'fit for use'?


Options are :

  • Utility
  • Value
  • Warranty
  • Outcome

Answer :Warranty

What are guiding principles considered?


Options are :

  • Mandatory actions
  • Prescriptive requirements
  • Recommendations
  • Governance

Answer :Recommendations

You have been asked to investigate an email service within your organization that is failing to meet its intended outcomes. You begin by determining the intended outcome and then observe the current service with as much objectivity as possible. Based on your observations, you are able to determine that the current service is not meeting its utility and warranty requirements. Which guiding principles best describes your actions in this scenario?


Options are :

  • Optimize and automate
  • Keep it simple and practical
  • Collaborate and promote visibility
  • Start where you are

Answer :Start where you are

ITIL Foundation Certification Exam Questions and Answers

What is the step after 'where do we want to be' in the continual improvement model?


Options are :

  • What is the vision
  • How do we get there
  • Did we get there
  • Where do we want to be

Answer :How do we get there

ITIL Foundation Certification Exam Questions

What is a normal change?


Options are :

  • A change that doesn't need risk assessment because the procedure has been pre-authorized
  • A change that is routine in nature, is fully documented, and the risks are well understood
  • A change that doesn't need risk assessment because it is required to resolve an incident
  • A change that is assessed, authorized, and scheduled as part of ‘continual improvement’

Answer :A change that is assessed, authorized, and scheduled as part of ‘continual improvement’

You are working as a service desk analyst. You just received a change request to create a new user account. What type of change would this be considered?


Options are :

  • Standard
  • Normal
  • Emergency
  • Routine

Answer :Standard

What is usually included as part of 'incident management'?


Options are :

  • Authority to implement changes to a system
  • Observation of all services and service components to identify any change in state
  • Detailed procedures for the diagnosis of incidents
  • Use of specialized knowledge for complicated incidents

Answer :Use of specialized knowledge for complicated incidents

ITIL Foundation Certification Exam


Options are :

  • Service desks should never use technologies such as SMS and chat functions
  • Service desks should be highly technical functions
  • Service desks should have a practical understanding of the users and their needs
  • Service desks should always be local to the organization they support

Answer :Service desks should have a practical understanding of the users and their needs

Your company has decided to use work-from-home employees to fulfill its service desk requirements. Users call a central toll-free number and are routed to the next available service desk analyst, regardless of where the analyst is physically located. Many of these employees may be working from remote offices or their own home offices. What service desk structure does this describe?


Options are :

  • Virtual
  • Centralized
  • Follow-the-sun
  • Local

Answer :Virtual

ITIL 4 Sample Exams [2019] Set 2

How does 'service level management' contribute to the 'design and transition' value chain activity?


Options are :

  • Collects feedback during interactions and communicates service performance objectives to the operations and support teams
  • Provides feedback from interactions with customers into new or changed services
  • Provides information about the actual service performance and trends
  • Provides objectives for component and service performance for products and services

Answer :Provides feedback from interactions with customers into new or changed services

How should measures and metrics be used to measure your service level management levels?


Options are :

  • To measure the performance of a component in the system
  • To measure the performance of the entire system
  • To measure the availability of a network
  • To provide a representation of the actual customer's experience

Answer :To provide a representation of the actual customer's experience

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