ITIL 4 Sample Exams [2019] Set 2

Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?


Options are :

  • Keep it simple and practical
  • Think and work holistically
  • Collaborate and promote visibility
  • Focus on value

Answer : Collaborate and promote visibility

ITIL Foundation Certification Exam

Which statement about change authorization is CORRECT?


Options are :

  • The authorization of normal changes should be expedited to ensure they can be implemented quickly
  • A change authority should be assigned to each type of change and change model
  • Centralizing change authorization to a single person is the most effective means of authorization
  • Standard changes are high risk and should be authorized by the highest level of change authority

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

What is the reason for using a balanced bundle of service metrics?


Options are :

  • It facilitates the automatic collection of metrics
  • It reduces the number of metrics that need to be collected
  • It provides an outcome-based view of services
  • It reports each service element separately

Answer : It provides an outcome-based view of services

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


Options are :

  • To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
  • To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
  • To align the organization's practices and services with changing business needs
  • To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels

Answer : To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels

ITIL Foundation Certification Exam Questions

Which dimension of service management considers governance, management, and communication?


Options are :

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

Answer : Organizations and people

Which statement about the 'service desk' practice is CORRECT?


Options are :

  • It investigates the cause of incidents
  • It carries out change assessment and authorization
  • It needs a practical understanding of the business processes
  • It provides a link with stakeholders at strategic and tactical levels

Answer : It needs a practical understanding of the business processes

What is the starting point for optimization?


Options are :

  • Determining where the most positive impact would be
  • Standardizing practices and services
  • Securing stakeholder engagement
  • Understanding the vision and objectives of the organization

Answer : Understanding the vision and objectives of the organization

ITIL Foundation Certification Exam

What is the effect of increased automation on the 'service desk' practice?


Options are :

  • Decrease in self-service incident logging and resolution
  • Increased ability to focus on fixing technology instead of supporting people
  • Greater ability to focus on customer experience when personal contact is needed
  • Elimination of the need to escalate incidents to support teams

Answer : Greater ability to focus on customer experience when personal contact is needed

What is an output?


Options are :

  • Something created by carrying out an activity
  • A possible event that could cause harm or loss
  • A change of state that has significance for the management of a configuration item
  • A result for a stakeholder

Answer : Something created by carrying out an activity

Why should incidents be prioritized?


Options are :

  • To identify which support team the incident should be escalated to
  • To help automated matching of incidents to problems or known errors
  • To ensure that incidents with the highest business impact are resolved first
  • To encourage a high level of collaboration within and between teams

Answer : To ensure that incidents with the highest business impact are resolved first

ITIL Foundation Certification Exam Questions

What are the two types of cost that a service consumer should evaluate?


Options are :

  • The cost of software, and the cost of hardware
  • The price of the service, and the cost of creating the service
  • The cost of provisioning the service, and the cost of improving the service
  • The costs removed by the service, and the costs imposed by the service

Answer : The costs removed by the service, and the costs imposed by the service

ITIL Foundation Certification Exam Mock Test

Which is a key consideration for the guiding principle ‘keep it simple and practical’?


Options are :

  • Ignore the conflicting objectives of different stakeholders
  • Understand how each element contributes to value creation
  • Try to create a solution for every exception
  • Start with a complex solution, then simplify

Answer : Understand how each element contributes to value creation

Identify the missing word(s) in the following sentence. A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve.


Options are :

  • the utility
  • outcomes
  • outputs
  • the warranty

Answer : outcomes

Identify the missing word in the following sentence. The purpose of the ‘information security management’ practice is to [?] the organization’s information.


Options are :

  • protect
  • provide
  • store
  • audit

Answer : protect

ITIL Foundation Certification Exam Questions

A service provider describes a package that includes a laptop with software, licences, and support. What is this package an example of?


Options are :

  • Warranty
  • Value
  • A service offering
  • An outcome

Answer : A service offering

Which describes outcomes?


Options are :

  • Configuration of an organization’s resources
  • Functionality offered by a product or service
  • Tangible or intangible deliverables
  • Results desired by a stakeholder

Answer : Results desired by a stakeholder

Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?


Options are :

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

Answer : Progress iteratively with feedback

ITIL Foundation Certification Exam Mock Test

Which service management dimension is focused on activities and how these are coordinated?


Options are :

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

Answer : Value streams and processes

Which is a potential benefit of using an IT service management tool to support the 'incident management' practice?


Options are :

  • It may ensure that supplier contracts are aligned with the needs of the service provider
  • It may provide automated resolution and closure of complex incidents
  • It may provide automated matching of incidents to problems or known errors
  • It may ensure that the cause of incidents is identified within agreed times

Answer : It may provide automated matching of incidents to problems or known errors

Which guiding principle recommends that the four dimensions of service management are considered?


Options are :

  • Progress iteratively with feedback
  • Keep it simple and practical
  • Think and work holistically
  • Focus on value

Answer : Think and work holistically

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

Which is NOT a key focus of the ‘information and technology’ dimension?


Options are :

  • Roles and responsibilities
  • Security and compliance
  • Workflow management and inventory systems
  • Communication systems and knowledge bases

Answer : Roles and responsibilities

Which role submits service requests?


Options are :

  • The supplier, or their authorized representative
  • The customer, or their authorized representative
  • The sponsor, or their authorized representative
  • The user, or their authorized representative

Answer : The user, or their authorized representative

What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?


Options are :

  • The problem record is deleted
  • The problem remains in the known error status
  • change request is submitted to change control
  • Problem management restores the service as soon as possible

Answer : The problem remains in the known error status

ITIL Foundation Certification Exam Questions

What is the purpose of the ‘supplier management’ practice?


Options are :

  • To ensure that the organization’s suppliers and their performance are managed appropriately at strategic and tactical levels through coordinated marketing, selling, and delivery activities
  • To ensure that accurate and reliable information about the configuration of suppliers' services is available when and where it is needed
  • To ensure that the organization‘s suppliers and their performance are managed appropriately to support the seamless provision of quality products and services
  • To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services

Answer : To ensure that the organization‘s suppliers and their performance are managed appropriately to support the seamless provision of quality products and services

What is the PRIMARY use of a change schedule?


Options are :

  • To support 'incident management' and improvement planning
  • To manage emergency changes
  • To plan changes and help avoid conflicts
  • To manage standard changes

Answer : To plan changes and help avoid conflicts

Which practice is the responsibility of everyone in the organization?


Options are :

  • Problem management
  • Continual improvement
  • Service level management
  • Change control

Answer : Continual improvement

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
  • Emergency changes can be implemented without authorization from a change authority
  • 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

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

What is a standard change?


Options are :

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

Answer : change that is well understood, fully documented and pre-authorized

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


Options are :

  • To maximize the number of successful IT changes by ensuring risks are properly assessed
  • To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
  • To set clear business-based targets for service performance
  • To capture demand for incident resolution and service requests

Answer : To capture demand for incident resolution and service requests

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

Which guiding principle recommends collecting data before deciding what can be re-used?


Options are :

  • Focus on value
  • Keep it simple and practical
  • Start where you are
  • Progress iteratively with feedback

Answer : Start where you are

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