ITIL 4 Sample Exams [2019] Set 1

Which practice has a purpose that includes restoring normal service operation as quickly as possible?


Options are :

  • Supplier management
  • Problem management
  • Incident management
  • Deployment management

Answer : Incident management

ITIL Foundation Certification Exam

Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?


Options are :

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

Answer : Focus on value

Which guiding principle recommends assessing the current state and deciding what can be reused?


Options are :

  • Focus on value
  • Collaborate and promote visibility
  • Progress iteratively with feedback
  • Start where you are

Answer : Start where you are

Which is the BEST example of an emergency change?


Options are :

  • A low-risk computer upgrade implemented as a service request
  • The implementation of a security patch to a critical software application
  • The implementation of a planned new release of a software application
  • A scheduled major hardware and software implementation

Answer : The implementation of a security patch to a critical software application

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

Identify the missing words in the following sentence. The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.


Options are :

  • ‘focus on value’ guiding principle
  • ‘service request management’ practice
  • service value system
  • four dimensions of service management

Answer : service value system

How do all value chain activities transform inputs to outputs?


Options are :

  • By using a combination of practices
  • By using a single functional team
  • By implementing process automation
  • By determining service demand

Answer : By using a combination of practices

Which is the purpose of the 'monitoring and event management' practice?


Options are :

  • To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
  • To protect the information needed by the organization to conduct its business
  • To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
  • To systematically observe services and service components, and record and report selected changes of state

Answer : To systematically observe services and service components, and record and report selected changes of state

ITIL Foundation Certification Exam Mock

Identify the missing word in the following sentence. A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.


Options are :

  • outputs
  • costs
  • risks
  • outcomes

Answer : outcomes

How does customer engagement contribute to the 'service level management' practice? 1. It captures information that metrics can be based on 2. It ensures the organization meets defined service levels 3. It defines the workflows for service requests 4. It supports progress discussions


Options are :

  • 3 and 4
  • 2 and 3
  • 1 and 4
  • 1 and 2

Answer : 1 and 4

Why should service desk staff detect recurring issues?


Options are :

  • To help identify problems
  • To ensure effective handling of service requests
  • To escalate incidents to the correct support team
  • To engage the correct change authority

Answer : To help identify problems

ITIL Foundation Certification Exam Questions

Which is intended to help an organization adopt and adapt ITIL guidance?


Options are :

  • The guiding principles
  • The service value chain
  • The four dimensions of service management
  • Practices

Answer : The guiding principles

Which term describes the functionality offered by a service?


Options are :

  • Risk
  • Cost
  • Utility
  • Warranty

Answer : Utility

Which statement about known errors and problems is CORRECT?


Options are :

  • Known errors are managed by technical staff, problems are managed by service management staff
  • Known errors cause vulnerabilities, problems cause incidents
  • Known error is the status assigned to a problem after it has been analysed
  • A known error is the cause of one or more problems

Answer : Known error is the status assigned to a problem after it has been analysed

ITIL 4 Sample Exams [2019] Set 2

Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?


Options are :

  • Relationship management
  • Release management
  • IT asset management
  • Service desk

Answer : IT asset management

Identify the missing word in the following sentence. A known error is a problem that has been [?] and has not been resolved.


Options are :

  • analysed
  • closed
  • escalated
  • logged

Answer : analysed

Which joint activity performed by a service provider and service consumer ensures continual value co-creation?


Options are :

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

Answer : Service relationship management

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

Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?


Options are :

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

Answer : Progress iteratively with feedback

Which value chain activity communicates the current status of all four dimensions of service management?


Options are :

  • Engage
  • Plan
  • Obtain/build
  • Improve

Answer : Plan

What does the 'service request management' practice depend on for maximum efficiency?


Options are :

  • Processes and procedures
  • Compliments and complaints
  • Self-service tools
  • Incident management

Answer : Processes and procedures

ITIL Foundation Certification Exam Questions

Which practice provides visibility of the organization's services by capturing and reporting on service performance?


Options are :

  • Service desk
  • Service request management
  • Service configuration management
  • Service level management

Answer : Service level management

Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?


Options are :

  • Service desk
  • Service configuration management
  • Monitoring and event management
  • IT asset management

Answer : Service configuration management

How should an organization include third-party suppliers in the continual improvement of services?


Options are :

  • Ensure suppliers include details of their approach to service improvement in contracts
  • Ensure that all supplier problem management activities result in improvements
  • Require evidence that the supplier implements all improvements using project management practices
  • Require evidence that the supplier uses agile development methods

Answer : Ensure suppliers include details of their approach to service improvement in contracts

ITIL Foundation Certification Exam Questions and Answers

Which practice may involve the initiation of disaster recovery?


Options are :

  • Service request management
  • Service level management
  • Incident management
  • IT asset management

Answer : Incident management

What is a problem?


Options are :

  • An addition or modification that could have an effect on services
  • Any change of state that has significance for the management of a configuration item
  • A cause or potential cause of one or more incidents
  • An unplanned reduction in the quality of a service

Answer : A cause or potential cause of one or more incidents

What type of change is MOST likely to be managed by the 'service request management' practice?


Options are :

  • An emergency change
  • A standard change
  • A normal change
  • An application change

Answer : A standard change

ITIL 4 Sample Exams [2019] Set 1

Which practice provides support for managing feedback, compliments and complaints from users?


Options are :

  • Incident management
  • Service request management
  • Change control
  • Problem management

Answer : Service request management

What considerations influence the supplier strategy of an organization?


Options are :

  • Contracts and agreements
  • Level of formality
  • Type of cooperation with suppliers
  • Corporate culture of the organization

Answer : Corporate culture of the organization

What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve?


Options are :

  • A practice
  • An output
  • Continual improvement
  • A service

Answer : A service

ITIL Foundation Certification Exam Questions and Answers

What should be done for every problem?


Options are :

  • It should be diagnosed to identify possible solutions
  • It should have a workaround to reduce the impact
  • It should be resolved so that it can be closed
  • It should be prioritized based on its potential impact and probability

Answer : It should be prioritized based on its potential impact and probability

What should all 'continual improvement' decisions be based on?


Options are :

  • An up-to-date balanced scorecard
  • Details of how services are measured
  • A recent maturity assessment
  • Accurate and carefully analysed data

Answer : Accurate and carefully analysed data

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