ITIL 4 Foundation Practice Certification Exams (6 Exams) Set 5

What is the end result of the service value system?


Options are :

  • Activities
  • Value
  • Practices
  • Demand

Answer :Value

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


Options are :

  • Engage
  • Guiding principles
  • Delivery and Support
  • Obtain/Build

Answer :Guiding principles

ITIL Foundation Certification Exam

Which value chain activity ensures that service components are available when and where they are needed and meet agreed specifications?


Options are :

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

Answer :Obtain/build

Your company is currently spending $1.2 million per year on energy to run its data center. The new CEO of the company wants the organization to become more environmentally friendly and reduce its energy consumption from commercial power sources such as coal and nuclear energy. To support this initiative, the IT Director has created a goal of reducing the power consumption in the data center to less than $1 million next year. In which step of the continual service model would the IT Director create this goal?


Options are :

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

Answer :Where do we want to be

Fill in the blank. The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders through the use and management of products and services.


Options are :

  • Activities
  • Practices
  • Service value system
  • Service value chain

Answer :Service value system

Which statement about the value chain activities is CORRECT?


Options are :

  • Practices are considered a value chain activity
  • Continual improvement is considered a value chain activity
  • Service value chain activities receive and provide triggers for further actions to be taken
  • Activities within a service value chain operate independently from each other

Answer :Service value chain activities receive and provide triggers for further actions to be taken

Which value chain activity would best be used to categorize the actions of the service desk when they are responding to a consumer's request for assistance?


Options are :

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

Answer :Deliver and support

ITIL Foundation Certification Exam

Which step of the continual improvement model is focused on outlining the steps that will be undertaken by the organization in order to achieve its goals and move the organization closer to achieving its vision?


Options are :

  • Where do we want to be
  • Take action
  • Where are we now
  • How do we get there

Answer :How do we get there

What is the step after 'how do we keep the momentum going' in the continual improvement model?


Options are :

  • Did we get there
  • How do we get there
  • What is the vision
  • Where are we now

Answer :What is the vision

Which type of change needs to be assessed, authorized, and scheduled by a change authority prior to implementing it?


Options are :

  • Standard
  • Normal
  • Emergency
  • All three of these

Answer :Normal

ITIL Foundation Certification Exam

Which statement about a change authority is CORRECT?


Options are :

  • A single change authority should be assigned to authorize all types of change and change models
  • Normal changes are pre-authorized and do not need a change authority
  • A change authority should be assigned for each type of change and change model
  • Emergency changes can be implemented without authorization from a change authority

Answer :A change authority should be assigned for each type of change and change model

A standard change has been initiated to create an email account for a new user. Who should authorize this change?


Options are :

  • The user's manager should authorize the change
  • The change authority must authorize all changes
  • The user can authorize it themself
  • Standard changes are already pre-authorized

Answer :Standard changes are already pre-authorized

What is the best description of an emergency change?


Options are :

  • A change that doesn't need risk assessment because the procedure has been pre-authorized
  • A change that needs to be assessed, authorized, and scheduled by a change authority
  • A change that must be implemented as soon as possible because it is required to resolve an incident or security issue
  • A change that is assessed, authorized, and scheduled as part of ‘continual improvement’

Answer :A change that must be implemented as soon as possible because it is required to resolve an incident or security issue

ITIL Foundation Certification Exam Questions

Which practice would include a formalized process for logging unplanned reduction in the quality of a service?


Options are :

  • Change management
  • Incident management
  • Problem management
  • Service level management

Answer :Incident management

Who can report an incident?


Options are :

  • Service desk analyst
  • End user
  • System administrator
  • Anyone

Answer :Anyone

You are working as a part of the problem management team and discovered that multiple incidents are linked together due to a problem with the current version of the web browser installed on the workstations across the network. You have identified that this could be solved by upgrading the web browser to the newest available version. Your team has requested that all of the workstations in the organization receive an updated web browser through the change management activity to solve this problem. Which value chain activity will be responsible for upgrading all the workstations?


Options are :

  • Plan
  • Improve
  • Engage
  • Obtain/build

Answer :Obtain/build

ITIL Foundation Certification Exam Mock

Your printer is currently out of toner and will not print. You ask your co-worker for help, but he says the toner has already been ordered but it won't arrive for a few days. What would you classify this as?


Options are :

  • Incident
  • Known error
  • Problem
  • Event

Answer :Known error

Fill in the blank. Service requests and their fulfillment should be standardized and [?] to the greatest degree possible.


Options are :

  • Increased
  • Reduced
  • Eliminated
  • Automated

Answer :Automated

How does 'service request management' contribute to the 'deliver and support' 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
  • It analyzes data to identify opportunities to provide new service request options
  • By acquiring pre-approved service components

Answer :It ensures that users continue to be productive when they need assistance from the service provider

Your company is undergoing an improvement initiative to reduce the number of physical servers in the data center by 50%. You are working as part of the deployment team trying to achieve this goal. You are currently migrating physical servers into virtualized systems and removing the physical servers from the data center. Which step of the continual improvement model are you working on?


Options are :

  • Take action
  • Where are we now
  • How do we get there
  • Where do we want to be

Answer :Take action

ITIL Foundation Certification Exam

Your company's web server is currently experiencing a denial of service attack which is preventing external users from accessing the company's e-commerce store. In order to stop the attack, the information security team needs to add an IP block to the firewall's access control list. Normally, any changes to the firewall's access control list must be approved through change management first. Which type of change should be initiated by the information security team?


Options are :

  • Standard
  • Normal
  • Emergency
  • Critical

Answer :Emergency

What is a standard change?


Options are :

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

Answer :A change that is routine in nature, is fully documented, and the risks are well understood

You are part of a team configuring a brand new email server. You want to get permission to install the server on the corporate network to continue your configuration and testing. Which type of change should you initiate?


Options are :

  • Standard
  • Normal
  • Emergency
  • Routine

Answer :Normal

ITIL Foundation Certification Exam Questions

What should NOT be included in incident management?


Options are :

  • A formal process for logging and managing incidents
  • Detailed procedures on how to diagnose, investigate, and resolve incidents
  • Techniques for making investigation and diagnosis more efficient
  • Scripts for the collection of information during initial contact with a user

Answer :Detailed procedures on how to diagnose, investigate, and resolve incidents

Which practice seeks to minimize the negative impact of unplanned outages by restoring normal service operation as quickly as possible?


Options are :

  • Problem management
  • Service level management
  • Change management
  • Incident management

Answer :Incident management

Each time users attempt to log on to the domain using their username and password, they receive an error that 'the authentication server is not responding'. This is happening to multiple users across the network. How would you categorize this issue?


Options are :

  • Incident
  • Workaround
  • Problem
  • Event

Answer :Problem

ITIL Foundation Certification Exam

Your printer is currently out of toner and will not print. You ask your co-worker for help, but he says the toner is on order and won't arrive for a few days. He walks over to the printer, takes out the toner cartridge, shakes it back and forth a few times, and places it back into the printer. Suddenly, the printer begins to print again. Apparently, shaking the toner cartridge moved some of the remaining toner around and will allow a few more sheets to be printed while you are waiting for a new cartridge. What would you classify this as?


Options are :

  • Incident
  • Workaround
  • Problem
  • Event

Answer :Workaround

How does ‘service request management’ contribute to ‘design and transition’ activity?


Options are :

  • By collecting user-specific request requirements
  • By acquiring pre-approved service components
  • It analyzes data to identify opportunities to provide new service request options
  • By initiating standard changes to fulfill service requests

Answer :By initiating standard changes to fulfill service requests

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


Options are :

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

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

ITIL Foundation Certification Exam Mock

What does a centralized service desk require?


Options are :

  • Local service desk analysts
  • Complex automation
  • 24x7 support
  • Remote access tools

Answer :Remote access tools

Your company has three service desk locations around the globe to support 24x7 operations. These locations are in England, the United States, and India. Each of these service desks only operates on an 8 am to 5 pm schedule in their local time. When a user calls the service desk, their call is routed to whichever service desk is operating at that time. For example, if it is 1 am in New York City and a user calls the service desk, they are routed to the India service desk because it would only be 11 am in India. What type of service desk model is your company using?


Options are :

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

Answer :Follow-the-sun

What should be included in every service level agreement?


Options are :

  • Partners contractual obligations
  • Clearly defined service outcomes
  • Suppliers contractual obligations
  • Detailed metrics to capture availability of the system

Answer :Clearly defined service outcomes

ITIL 4 Sample Exams [2019] Set 2

How does 'service level management' contribute to the 'obtain/build' value chain activity?


Options are :

  • Provides objectives for component and service performance for products and services
  • 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

Answer :Provides objectives for component and service performance for products and services

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


Options are :

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

Answer :Communicate with consumers to understand their requirements

How should an organization adopt ‘continual improvement’ methods?


Options are :

  • Use a new method for each improvement that the organization handles
  • Select a few key methods to suit the types of improvement that the organization handles
  • Build the capability to use as many improvement methods as possible
  • Select a single method for all improvements that the organization handles

Answer :Select a few key methods to suit the types of improvement that the organization handles

ITIL 4 Sample Exams [2019] Set 3

Which is a recommendation of the ‘service desk’ practice?


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 wider business
  • Service desks should always be a physical team in a single fixed location

Answer :Service desks should have a practical understanding of the wider business

ITIL Foundation Certification Exam

What does a centralized service desk require?


Options are :

  • Walk-in service hours
  • Robotic process automation
  • Good workflow systems from routing and escalation
  • Outsourced employees

Answer :Good workflow systems from routing and escalation

How does 'service level management' contribute to the 'deliver and support' value chain activity?


Options are :

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

Answer :Collects feedback during interactions and communicates service performance objectives to the operations and support teams

What is a documented agreement between a service provider and a customer that identifies both the services required and the expected level of service?


Options are :

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

Answer :Service Level Agreement

ITIL 4 Sample Exams [2019] Set 2

Your company has five branch offices located across the country. To support each of these branch offices, a small service desk has been created for each office and it is co-located with the users to whom they are providing service and support. What model of service desk is your company using?


Options are :

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

Answer :Local

What is the definition of a sponsor?


Options are :

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

Answer :A person who authorizes budget for service consumption

Identify the missing word(s) in the following sentence. Warranty is the assurance that a product or service will meet [?] requirements.


Options are :

  • The contracted
  • Established
  • Inexpensive
  • Agreed

Answer :Agreed

ITIL Foundation Certification Exam

What is the definition of an incident?


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
  • A problem that has been analyzed but has not been resolved

Answer :An unplanned interruption to a service or reduction in the quality of a service

Identify the missing word(s) in the following sentence. A known error is a(n) [?] that has been analyzed but has not been resolved.


Options are :

  • Change
  • Incident
  • Event
  • Problem

Answer :Problem

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


Options are :

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

Answer :Making new and changed services and features available for use

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 defined as the practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels?


Options are :

  • Relationship management
  • Service request management
  • Service level management
  • Service desk

Answer :Relationship management

What is defined as the practice of systematically observing services and service components, and recording and reporting selected changes of state identified as events?


Options are :

  • Problem management
  • Monitoring and event management
  • Service level management
  • Incident management

Answer :Monitoring and event management

Identify the missing word(s) in the following sentence. [?] is the practice of supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.


Options are :

  • Problem management
  • Service desk
  • Service level management
  • Service request management

Answer :Service request management

As a Dion Training student, your desired outcome from taking the course is to pass your ITIL 4 Foundation exam. As the service provider, Dion Training also measures its success based on the number of students who pass the exam after taking our training. What best describes the activities performed by the service provider (Dion Training) and the service consumer (student) in order to co-create value and reach the desired outcome (the student passing their exam)?


Options are :

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

Answer :Service relationship management

Fill in the blank. A service enables [?] co-creation by facilitating outcomes that customers want to achieve.


Options are :

  • Utility
  • Value
  • Output
  • Warranty

Answer :Value

Which describes the assurance that a product or service will meet agreed requirements?


Options are :

  • Utility
  • Warranty
  • Value
  • Output

Answer :Warranty

How often should the guiding principles be changed within your organization?


Options are :

  • Monthly
  • Quarterly
  • Yearly
  • Never

Answer :Never

What is the main benefit of following the guiding principle of 'progress iteratively with feedback'?


Options are :

  • Faster responses to customers and business needs
  • Overall lower quality in the project
  • Reduced flexibility
  • Longer periods of time before a product is delivered

Answer :Faster responses to customers and business needs

Your team is working on developing a new service and has chosen to use an Agile method of working. As part of this, your team has created an 'information radiator' in the common areas of your floor of the office. This 'information radiator' contains the list of things that must be done in the project, the current status of the project, a listing of risks associated with the project, and the overall objective/goal of the project. Based on the information provided in this scenario, which guiding principle is being demonstrated through the use of this 'information radiator'?


Options are :

  • Focus on value
  • Keep it simple and practical
  • Optimize and automate
  • Collaborate and promote visibility

Answer :Collaborate and promote visibility

Which guiding principle requires coordination across the organization in order to best understand how a complicated service works?


Options are :

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

Answer :Think and work holistically

You have been asked to create a standard process for approving new accounts on your corporate network. You have been working on this process for about 2 weeks because you are trying to create rules to handle every possible exception to the process. Frustrated, you ask your coworker, Nancy, how she would approach the problem. She states, "Well, I would create a process for the most common three types of account creation which account for 99% of all requests made. Then, create a blanket rule at the end of the process that says, 'If the account doesn't belong to one of the above three categories, elevate the request to your supervisor'. This will allow the supervisors to handle the exception, which only accounts for 1% of all account requests, and you can create that process in just a few hours." What guiding principle is Nancy recommending you to follow with her approach to solving this problem?


Options are :

  • Progress iteratively with feedback
  • Optimize and automate
  • Keep it simple and practical
  • Focus on value

Answer :Keep it simple and practical

Which guiding principle should you use to maximize the value of the work carried out by the human and technical resources within an organization?


Options are :

  • Think and work holistically
  • Progress iteratively with feedback
  • Focus on value
  • Optimize and automate

Answer :Optimize and automate

Dion Training Solutions has two departments within the company: Training and Operations. Which dimension of service management is focused on how a company structures its human resources?


Options are :

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

Answer :Organizations and people

Your company has recently decided to install a Microsoft SharePoint server to serve as the organization's knowledge base. Which dimension of service management would this decision best be considered?


Options are :

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

Answer :Information and technology

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  • Dr Boom
    This was an excellent resource. Thank you!
    
    Reply