ITIL v4 Foundation Exam – Practice test Amit S January 12, 2021 No Comments Welcome to your ITIL v4 Foundation Exam Practice Test 1. Which ITIL guiding principle recommends using existing services, processes and tools when improving services?A. Progress iteratively with feedbackB. Keep it simple and practicalC. Start where you areD. Focus on value 2. Which practice has a purpose that includes ensuring that risks have been properly assessed?A. Service configuration managementB. Problem managementC. Service level managementD. Change enablement 3. When should a full risk assessment and authorization be carried out for a standard change?A. Each time the standard change is implementedB. When the procedure for the standard change is createdC. At least once a yearD. When an emergency change is requested 4. Which statement about emergency changes is CORRECT?A. The testing of emergency changes can be eliminated in order to implement the change quicklyB. The assessment and authorization of emergency changes is expedited to ensure they can be implemented quicklyC. Emergency changes should be authorized and implemented as service requestsD. Emergency changes must be fully documented before authorization and implementation 5. Which practice coordinates the classification, ownership and communication of service requests and incidents?A. Supplier managementB. Service deskC. Problem managementD. Relationship management 6. What is warranty?A. Assurance that a product or service will meet agreed requirementsB. The amount of money spent on a specific activity or resourceC. The functionality offered by a product or service to meet a particular needD. The perceived benefits, usefulness and importance of something 7. Which is part of service provision?A. The management of resources configured to deliver the serviceB. The management of resources needed to consume the serviceC. The grouping of one or more services based on one or more productsD. The joint activities performed to ensure continual value co-creation 8. Which statement about a 'continual improvement register' is CORRECT?A. It should be managed at the senior level of the organizationB. It should be used to capture user demandC. There should only be one for the whole organizationD. It should be re-prioritized as ideas are documented 9. What are 'engage', 'plan' and 'improve' examples ofA. Service value chain activitiesB. Service level managementC. Service value chain inputsD. Change enablement 10. Which statement about outcomes is CORRECT?A. An outcome can be enabled by more than one outputB. Outcomes are how the service performsC. An output can be enabled by one or more outcomesD. An outcome is a tangible or intangible activity 11. Which statement about service desks is CORRECT?A. The service desk should work in close collaboration with support and development teamsB. The service desk should rely on self-service portals instead of escalation to support teamsC. The service desk should remain isolated from technical support teamsD. The service desk should escalate all technical issues to support and development teams 12. Which practice updates information relating to symptoms and business impact?A. Service level managementB. Change enablementC. Service request managementD. Incident management 13. Which is included in the purpose of the 'design and transition' value chain activity?A. Ensuring that service components are available when neededB. Providing transparency and good stakeholder relationshipsC. Supporting services according to specificationsD. Continually meeting stakeholder expectations for costs 14. Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?A. Change enablementB. IT asset managementC. Service deskD. Service request management 15. Which is NOT a component of the service value system?A. The guiding principlesB. GovernanceC. PracticesD. The four dimensions of service management 16. Which statement about the steps to fulfil a service request is CORRECT?A. They should be complex and detailedB. They should be well-known and provenC. They should include incident handlingD. They should be brief and simple 17. What is defined as a cause, or potential cause, of one or more incidents?A. ChangeB. EventC. Known errorD. Problem 18. Which guiding principle recommends eliminating activities that do not contribute to the creation of value?A. Start where you areB. Collaborate and promote visibilityC. Keep it simple and practicalD. Progress iteratively with feedback 19. When should the effectiveness of a problem workaround be assessed?A. Whenever the workaround is usedB. Whenever the problem is resolvedC. Whenever the workaround becomes a known errorD. Whenever the problem is prioritized 20. Identify the missing word in the following sentence. A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].A. assetsB. valuesC. elementsD. services 21. Which dimension considers how knowledge assets should be protected?A. Organizations and peopleB. Partners and suppliersC. Information and technologyD. Value streams and processes 22. What is 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?A. Service managementB. Continual improvementC. A serviceD. An IT asset 23. Identify the missing words in the following sentence. The management of information security incidents usually requires [?].A. Immediate escalationB. Specialist teamsC. A separate processD. Third party support 24. What are the ITIL guiding principles used for?A. To help an organization make good decisionsB. To direct and control an organizationC. To identify activities that an organization must perform in order to deliver a valuable serviceD. To ensure that an organization's performance continually meets stakeholders' expectations 25. Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?A. Each iteration should be designed before starting the initiative and implemented without feedbackB. Feedback should only be taken into account when one iteration fails to meet its objectiveC. Feedback should be reduced for large improvements as it is unlikely that circumstances will changeD. Each iteration should be continually re-evaluated based on feedback 26. What is the purpose of the 'deployment management' practice?A. To ensure services achieve agreed and expected performanceB. To make new or changed services available for useC. To move new or changed components to live environmentsD. To set clear business-based targets for service performance 27. Which is a service request?A. Requesting a workaround for an issueB. Requesting information about how to create a documentC. Requesting an enhancement to an applicationD. Requesting investigation of a degraded service 28. Identify the missing word in the following sentence. The purpose of the supplier management practice is to ensure that the organization’s suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.A. costsB.UsersC. ValueD.Performances 29. What is a recommendation of the 'focus on value' guiding principle?A. Make 'focus on value' a responsibility of the managementB. Focus on the value of new and significant projects firstC. Focus on value for the service provider firstD. Focus on value at every step of the improvement 30. Which guiding principle recommends standardizing and streamlining manual tasks?A. Optimize and automateB. Collaborate and promote visibilityC. Focus on valueD. Think and work holistically 31. Which describes a set of defined steps for implementing improvements?A. The 'improve' value chain activityB. The 'continual improvement register'C. The 'continual improvement model'D. The 'engage' value chain activity 32. Which is a key requirement for a successful service level agreement?A. It should be written in legal languageB. It should be simply written and easy to understandC. It should be based on the service provider's view of the serviceD. It should relate to simple operational metrics 33. When planning 'continual improvement', which approach for assessing the current state of a service is CORRECT?A. An organization should always use a single technique to ensure metrics are consistentB. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysisC. An organization should always develop competencies in methodologies and techniques that will meet their needsD. An organization should always use an approach that combines Lean, Agile and DevOps methodologies 34. How does a service consumer contribute to the reduction of risk?A. By paying for the serviceB. By managing server hardwareC. By communicating constraintsD. By managing staff availability 35. What helps diagnose and resolve a simple incident?A. Rapid escalationB. Formation of a temporary teamC. The use of scriptsD. Problem prioritization 36. Which ITIL practice has a purpose that includes reducing the likelihood of incidents?A. Change enablementB. Continual improvementC. Problem managementD. Service desk 37. Which service level metrics are BEST for measuring user experience?A. Single system-based metricsB. Metrics for the percentage of uptime of a serviceC. Operational metricsD. Metrics linked to defined outcomes 38. What are the MOST important skills required by service desk staff?A. Incident analysis skillsB. Technical skillsC. Problem resolution skillsD. Supplier management skills 39. Which TWO statements about an organization's culture are CORRECT? 1. It is created from shared values based on how it carries out its work 2. It is determined by the type of technology used to support services 3. It should be based on the culture of prospective suppliers 4. It should be based on the objectives of the organizationA. 1 and 2B. 2 and 3C. 3 and 4D. 1 and 4 40. When should a change request be submitted to resolve a problem?A. As soon as a solution for the problem has been identifiedB. As soon as a workaround for the problem has been identifiedC. As soon as the analysis of the frequency and impact of incidents justifies the changeD. As soon as the analysis of cost, risks and benefits justifies the change Time is Up!