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

Which type of document should be written in easy-to-understand language to outline the expectations and requirements for both the service provider and the customer?


Options are :

  • Business Partnership Agreement
  • Service Level Agreement
  • Interconnection Service Agreement
  • Memorandum of Understanding

Answer :Service Level Agreement

ITIL Foundation Certification Exam Questions and Answers

What is the definition of a user?


Options are :

  • A person who uses services
  • A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption
  • A person who authorizes budget for service consumption
  • A person who works for an organization other than the service provider

Answer :A person who uses services

Identify the missing word(s) in the following sentence. Service management is a set of specialized organizational [?] for enabling value for customers in the form of services.


Options are :

  • Requirements
  • Functions
  • Capabilities
  • Products

Answer :Capabilities

What is the definition of a configuration item?


Options are :

  • 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
  • Any valuable component that can contribute to the delivery of an IT product or service
  • A particular set of settings or options on a given piece of equipment
  • Any component that needs to be managed in order to deliver an IT service

Answer :Any component that needs to be managed in order to deliver an IT service

ITIL Foundation Certification Exam Questions

Identify the missing word(s) in the following sentence. An incident is a(n) [?] interruption to a service or reduction in the quality of a service.


Options are :

  • Planned
  • Unplanned
  • Scheduled
  • Expected

Answer :Unplanned

What is the purpose of the 'change control' practice?


Options are :

  • Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
  • Making new and changed services and features available for use
  • 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
  • Aligning an organization's practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services

Answer :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

What is the purpose of the 'deployment management' practice?


Options are :

  • 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
  • Making new and changed services and features available for use
  • Moving new or changed hardware, software, documentation, processes, or any other service component to live environments
  • Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner

Answer :Moving new or changed hardware, software, documentation, processes, or any other service component to live environments

ITIL Foundation Certification Exam Questions and Answers

What is the purpose of the 'service level management' practice?


Options are :

  • Establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels
  • Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
  • Ensuring that an organization's suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services
  • Setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets

Answer :Setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets

What is defined as the practice of planning and managing the full lifecycle of all IT assets?


Options are :

  • Change control
  • IT asset management
  • Release management
  • Deployment management

Answer :IT asset management

Identify the missing word in the following sentence. [?] management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.


Options are :

  • Availability
  • Event
  • Incident
  • Problem

Answer :Incident

ITIL Foundation Certification Exam

Dion Training has just hired three new staff members. The IT department at Dion Training has created new accounts for the new staff members on the domain controller and allocated 10 GB of storage on the company's internal file server per staff member. What term best describes these activities performed by the IT department?


Options are :

  • Service consumption
  • Service provision
  • Service offering
  • Warranty of a service

Answer :Service provision

Fill in the blank. [?] may simultaneously be removed from a service consumer and imposed on a service consumer. For example, outsourcing a service to a service provider may remove the need for the consumer to have their own IT infrastructure, but it may require them to install a faster Internet connection to reach the service provider's servers instead.


Options are :

  • Value
  • Outputs
  • Outcomes
  • Costs

Answer :Costs

Your organization has recently installed a brand new accounting program. The program has many functions including one that creates a report that shows the 'Profit and Loss (P&L)' metrics for the month. What term best describes the P&L report that is produced each month?


Options are :

  • Output
  • Value
  • Cost
  • Outcome

Answer :Output

ITIL Foundation Certification Exam Questions

Your organization is currently designing a new service for implementation. The team designing the service has decided to focus on value during the design efforts. What best describes 'focus on value' in this context?


Options are :

  • Mandatory actions
  • Guiding principle
  • Governance
  • Value

Answer :Guiding principle

Which guiding principle may best be served by understanding the cost and financial consequences that a service consumer might face when choosing to use a service?


Options are :

  • Collaborate and promote visibility
  • Think and work holistically
  • Focus on value
  • Progress iteratively with feedback

Answer :Focus on value

Which guiding principle states that there is likely something in the current services, processes, programs, projects, or organization that can be used to create the desired outcome for a new or redesigned service?


Options are :

  • Start where you are
  • Focus on value
  • Optimize and automate
  • Progress iteratively with feedback

Answer :Start where you are

ITIL 4 Sample Exams [2019] Set 3

A company is planning to launch a new service and expects it will take them a full year to develop, test, and release the service. The project board for the project (the new service) has decided that instead of using a waterfall development method, they will use an Agile development method. This method will rely on two-week timeboxes, which means that every two weeks, the team must deliver some portion of the final service. As these smaller pieces of the new service are delivered, beta testers will be given access to the new features and functions to test and provide their initial thoughts on the new service. What guiding principle best describes this scenario?


Options are :

  • Progress iteratively with feedback
  • Optimize and automate
  • Start where you are
  • Focus on value

Answer :Progress iteratively with feedback

Which guiding principle requires the identification and managing of all stakeholder groups in order to establish more robust communication across the staff?


Options are :

  • Keep it simple and practical
  • Focus on value
  • Collaborate and promote visibility
  • Start where you are

Answer :Collaborate and promote visibility

What refers to the process of improving and increasing the efficiency of a process or service?


Options are :

  • Automation
  • Optimization
  • Value
  • Warranty

Answer :Optimization

ITIL Foundation Certification Exam

Your company has decided to implement a new management style that will significantly flatten the management hierarchy within the company. Which dimension of service management is most applicable to this change?


Options are :

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

Answer :Organizations and people

Dion Training Solutions has created an automated system that allows students to purchase their ITIL 4 Foundation exam vouchers at a discount through the Dion Training website. To accomplish this, the company sets up a 9-step automated series of activities that occurs once the student orders the voucher on the website. When this occurs, the automation selects a voucher for the student, emails them their unique voucher code and exam scheduling instructions, logs the purchase, remove the voucher from the inventory, and notifies the staff if the voucher inventory gets below a certain threshold. Which dimension of service management best represents this series of actions that is occurring through automation?


Options are :

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

Answer :Value streams and processes

Which ITIL concept describes guiding principles?


Options are :

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

Answer :Service value system

ITIL 4 Sample Exams [2019] Set 1

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


Options are :

  • Plan
  • Obtain/Build
  • Continual improvement
  • Engage

Answer :Continual improvement

Which value chain activity ensures that products and services continually meet stakeholder expectations for quality, costs, and time to market?


Options are :

  • Deliver and support
  • Obtain/build
  • Design and transition
  • Plan

Answer :Design and transition

During which step of the continual improvement model would you check to verify whether or not you have reached the desired outcome in your improvement initiative?


Options are :

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

Answer :Did we get there

ITIL Foundation Certification Exam

What is the definition of service management?


Options are :

  • A set of specialized organizational capabilities for enabling value to customers
  • The means by which an organization is directed and controlled
  • A method for visualizing work, identifying potential blockages and resource conflicts, and managing work in progress
  • 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 set of specialized organizational capabilities for enabling value to customers

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

Identify the missing word(s) in the following sentence. A user is a person who uses [?].


Options are :

  • Products
  • Services
  • Functionality
  • Outputs

Answer :Services

What is the definition of a change?


Options are :

  • The addition, modification, or removal of anything that could have a direct or indirect effect on services
  • An unplanned interruption to a service or reduction in the quality of a service
  • A cause, or potential cause, of one or more incidents
  • An issue that has been analyzed but has not been resolved

Answer :The addition, modification, or removal of anything that could have a direct or indirect effect on services

What is defined as a cause, or potential cause, of one or more incidents?


Options are :

  • Changes
  • Known errors
  • Problem
  • Events

Answer :Problem

ITIL Foundation Certification Exam Questions

What is the purpose of the 'IT asset management' practice?


Options are :

  • Ensuring that services achieve agreed and expected performance levels, satisfying current and future demand in a cost-effective way
  • Planning and managing the full lifecycle of all IT assets
  • Ensuring that services deliver agreed levels of availability or that change can be assessed
  • Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner

Answer :Planning and managing the full lifecycle of all IT assets

What is the purpose of the 'continual improvement' practice?


Options are :

  • Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
  • Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible
  • Aligning an organization's practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services
  • 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

Answer :Aligning an organization's practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services

What is defined as the practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information?


Options are :

  • Information security management
  • Availability Management
  • Service continuity management
  • Change control

Answer :Information security management

ITIL Foundation Certification Exam Questions and Answers

What is defined as the practice of ensuring that an organization's suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services?


Options are :

  • Supplier management
  • Service level management
  • Capacity and performance management
  • Monitoring and event management

Answer :Supplier management

Identify the missing word in the following sentence. [?] management is the practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.


Options are :

  • Availability
  • Event
  • Incident
  • Problem

Answer :Problem

Dion Training has outsourced the development of a mobile application to support their students' learning while on the go. Instead of paying a fixed-fee for the development though, Dion Training has negotiated with the developers to instead pay them a royalty fee for each student who logs into the service through their smartphone app. To control costs, Dion Training has decided to only allow students on their higher membership levels to be given access to the application. Which of the following terms best describes the activities performed by Dion Training in this example?


Options are :

  • Service offering
  • Service relationship management
  • Service provision
  • Service consumption

Answer :Service consumption

ITIL Foundation Certification Exam

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


Options are :

  • Warranty
  • Output
  • Utility
  • Outcomes

Answer :Utility

Fill in the blank. A(n) [?] is a result for a stakeholder enabled by one or more outputs.


Options are :

  • Utility
  • Warranty
  • Value
  • Outcome

Answer :Outcome

Fill in the blank. A guiding principle is defined as a(n) [?] that can guide an organization in all circumstances and will guide organizations when adopting service management.


Options are :

  • Mandatory actions
  • Prescriptive requirements
  • Governance
  • Recommendations

Answer :Recommendations

ITIL Foundation Certification Exam Questions and Answers

Fill in the blank. According to the guiding principles, "Everything that the organization does needs to map, directly or indirectly, to [?] for the stakeholders.


Options are :

  • Value
  • Outcomes
  • Outputs
  • Utility

Answer :Value

Which guiding principle says that the current state should be investigated and observed directly to make sure it is fully understood before you attempt to create a brand new service or process?


Options are :

  • Optimize and automate
  • Progress iteratively with feedback
  • Start where you are
  • Focus on value

Answer :Start where you are

Which guiding principle recognizes the complexity of a system and seeks to understand the relationships between the various components that make up a service?


Options are :

  • Keep it simple and practical
  • Think and work holistically
  • Optimize and automate
  • Collaborate and promote visibility

Answer :Think and work holistically

Which guiding principle is focused on using the minimum number of steps to accomplish an objective?


Options are :

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

Answer :Keep it simple and practical

Your company currently uses a paper-based process for allocating funding for authorized business travel. This process requires the traveler to fill out a form and get 6 different signatures and approval prior to turning in the form to accounting for funding of the travel. This entire process is currently done manually, meaning, an employee is actually walking around to the various managers for their physical signature on a piece of paper. You have decided to automate this process. Based on the principle of 'optimize and automate', how should you approach the automation of this existing process?


Options are :

  • Identify all of the steps in the process and create an automated workflow that will route the form electronically to the authorized signatories
  • Identify all of the steps in the process and eliminate any unnecessary steps in the process
  • Identify all the steps in the process, eliminate any unnecessary steps, and then automate the remaining steps in the process
  • Create a new process first and then automate it

Answer :Identify all the steps in the process, eliminate any unnecessary steps, and then automate the remaining steps in the process

Which dimension of service management should be considered when deciding whether or not moving the organization's web server from an on-premise solution to the cloud is a good decision in terms of compliance and security?


Options are :

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

Answer :Information and technology

Dion Training Solutions is an Authorized Training Organization for Axelos. Which service management dimension would be focused on the relationship between Dion Training Solutions and Axelos in regards to the company's delivery of ITIL 4 Foundation training to students?


Options are :

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

Answer :Partners and suppliers

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