ITIL 4 Sample Exams [2019] Set 3

What is the definition of change?


Options are :

  • To ensure that accurate and reliable information about the configuration of services is available
  • To make new and changed services and features available for use
  • To move new or changed hardware, software, or any other component to live environments
  • To add, modify or remove anything that could have a direct or indirect effect on services

Answer : To add, modify or remove anything that could have a direct or indirect effect on services

Which is a recommendation of the ‘continual improvement’ practice?


Options are :

  • ‘Continual improvement' should be isolated from other practices
  • All improvements should be managed as multi-phase projects
  • There should at least be a small team dedicated to leading ‘continual improvement’ efforts
  • External suppliers should be excluded from improvement initiatives

Answer : There should at least be a small team dedicated to leading ‘continual improvement’ efforts

ITIL Foundation Certification Exam Questions

Which is NOT usually included as part of incident management?


Options are :

  • The use of specialized knowledge for complicated incidents
  • Scripts for collecting initial information about incidents
  • Detailed procedures for the diagnosis of incidents
  • Formalized procedures for logging incidents

Answer : Detailed procedures for the diagnosis of incidents

What should be done first when applying the ‘focus on value’ guiding principle?


Options are :

  • Determine the cost of providing the service
  • Identify all suppliers and partners involved in the service
  • Determine who the service consumer is in each situation
  • Identify the outcomes that the service facilitates

Answer : Determine who the service consumer is in each situation

Which practices are typically involved in the implementation of a problem resolution? 1. Continual improvement 2. Service request management 3. Service level management 4. Change control


Options are :

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

Answer : 1 and 4

ITIL Foundation Certification Exam Questions and Answers

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


Options are :

  • Service desks should be highly technical
  • Service desks should understand the wider organization
  • Service desks should avoid the use of automation
  • Service desks should be a physical team in a single fixed location

Answer : Service desks should understand the wider organization

Which value chain activity ensures people understand the organization’s vision?


Options are :

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

Answer : Plan

Which practice provides a single point of contact for users?


Options are :

  • Change control
  • Service desk
  • Incident management
  • Service request management

Answer : Service desk

ITIL Foundation Certification Exam

How does categorization of incidents assist the ‘incident management’ practice?


Options are :

  • It helps direct the incident to the correct support area
  • It determines the priority assigned to the incident
  • It determines how the service provider is perceived
  • It ensures that incidents are resolved in timescales agreed with the customer

Answer : It helps direct the incident to the correct support area

Which practice is responsible for moving components to live environments?


Options are :

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

Answer : Deployment management

What is the definition of warranty?


Options are :

  • A tangible or intangible deliverable that is produced by carrying out an activity
  • A possible event that could cause harm or loss, or make it more difficult to achieve objectives
  • The assurance that a product or service will meet agreed requirements
  • The functionality offered by a product or service to meet a particular need

Answer : The assurance that a product or service will meet agreed requirements

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Which describes the nature of the guiding principles?


Options are :

  • Guiding principles can guide an organization in all circumstances
  • Each guiding principle mandates specific actions and decisions
  • Guiding principles describe the processes that all organizations must adopt
  • An organization will select and adopt only one of the seven guiding principles

Answer : Guiding principles can guide an organization in all circumstances

Which practice includes the classification and ownership of queries and requests from users?


Options are :

  • Service desk
  • Incident management
  • Service level management
  • Change control

Answer : Service desk

Which ITIL concept describes governance?


Options are :

  • The service value chain
  • The four dimensions of service management
  • The seven guiding principles
  • The service value system

Answer : The service value system

ITIL Foundation Certification Exam

Which statement about the value chain activities is CORRECT?


Options are :

  • Every practice belongs to a specific value chain activity
  • Each value chain activity contributes to the value chain by transforming specific inputs into outputs
  • Service value chain activities form a single workflow that enables value creation
  • A specific combination of value chain activities and practices forms a service relationship

Answer : Each value chain activity contributes to the value chain by transforming specific inputs into outputs

Which practice identifies metrics that reflect the customer’s experience of a service?


Options are :

  • Service level management
  • Continual improvement
  • Service desk
  • Problem management

Answer : Service level management

What is the definition of an event?


Options are :

  • Any component that needs to be managed in order to deliver an IT service
  • Any change of state that has significance for the management of a service or other configuration item
  • Any financially valuable component that can contribute to the delivery of an IT product or service
  • An unplanned interruption to a service or reduction in the quality of a service

Answer : Any change of state that has significance for the management of a service or other configuration item

ITIL Foundation Certification Exam Questions and Answers

Which would be supported by the ‘service request management’ practice?


Options are :

  • A request from a user for something which is a normal part of service delivery
  • A request to restore service after a service interruption
  • A request to authorize a change that could have an effect on a service
  • A request to investigate the cause of multiple related incidents

Answer : A request from a user for something which is a normal part of service delivery

Which practice has the purpose of making new and changed services and features available for use?


Options are :

  • Change control
  • Release management
  • Deployment management
  • Service request management

Answer : Release management

How should an organization adopt continual improvement methods?


Options are :

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

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

ITIL Foundation Certification Exam Questions

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