1) which guiding principles is PRIMARLY concerned with end-to-end service delivery?
A. Focus on value
B. Think and work holistically
C. Optimize and automate
D. Collaborate and promote visibility
2. What is the purpose of the 'problem management' practice?
A. To protect the information needed by the organization to conduct its business
B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
C. To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services
D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
3. Which practice would help a user gain access to an application that they need to use?
A. Service configuration management
B. Change enablement
C. Service request management
D. Service level management
4. Why should some service requests be fulfilled with no additional approvals?
A. To ensure that spending is properly accounted for
B. To ensure that information security requirements are met
C. To streamline the fulfilment workflow
D. To set user expectations for fulfilment times
5. What impact does automation have on a service desk?
A. Less low level work and a greater ability to focus on user experience
B. Increased phone contact and a reduced ability to focus on user experience
C. Ability to work from multiple locations, geographically dispersed
D. Ability to work from a single centralised location
6. Identify the missing words in the following sentence. A user is [?] that uses services.
A. an organization
B. a role
C. a team
D. a supplier
7. Which gives a user access to a system?
A. Service requirement
B. Service agreement
C. Service consumption
D. Service provision
8. What is a change schedule PRIMARILY used for?
A. To help plan, authorize and schedule emergency changes
B. To publish a list of service requests that users can select
C. To ensure that a single change authority reviews every change
D. To help plan changes, assist in communication and avoid conflicts
9. What is used to link activities within the service value chain?
A. Service level agreements
B. Inputs, outputs and triggers
C. Opportunity, demand and value
D. Service desk
10. Which describes the utility of a service?
A. A service that is fit for use
B. A service that meets its service level targets
C. A service that increases constraints on the consumer
D. A service that supports the performance of the consumer
11. Which two practices interact the MOST with the service desk practice?
A. Incident management and service request management
B. Service request management and deployment management
C. Deployment management and change enablement
D. Change enablement and incident management
12. What is defined as any component that needs to be managed in order to deliver an IT service?
A. A service request
B. A configuration item
C. An incident
D. An IT asset
13. Which is a recommendation of the guiding principle 'think and work holistically'?
A. Conduct a review of existing service management practices and decide what to keep and what to discard
B. Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
C. Review service management practices and remove any unnecessary complexity
D. Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative Correct
14. Which is an activity of the 'incident management' practice?
A. Assessing and prioritizing improvement opportunities
B. Performing service reviews with customers
C. Providing good-quality updates when expected
D. Automating service requests to the greatest degree possible
15. What is the definition of a known error?
A. An unplanned interruption to a service, or reduction in the quality of a service
B. A cause, or potential cause, of one or more incidents
C. A problem that has been analysed and has not been resolved
D. Any change of state that has significance for the management of a service or other configuration item (CI)
16. What should be considered as part of the 'partners and suppliers' dimension?
A. The level of integration and formality involved in the relationships between organizations
B. The activities, workflows, controls and procedures needed to achieve the agreed objectives
C. The information created, managed and used in the course of service provision and consumption
D. The required skills and competencies of teams and individual members of the organization
17. What is the definition of service management?
A. Activities performed by an organization to provide products and services to their consumers
B. A description of services based on products, which meet the needs of a target consumer group
C. A means of enabling value co-creation by facilitating outcomes that customers want to achieve
D. A set of specialized organizational capabilities for enabling value for customers in the form of services
18. What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
A. Customer engagement
B. Operational metrics
C. Business metrics
D. Customer feedback
19. In which TWO situations should the ITIL guiding principles be considered?
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
Correct! Wrong!
1. In every initiative 2. In relationships with all stakeholders 3. Only in specific initiatives where the principle is relevant 4. Only in specific stakeholder relationships where the principle is relevant
20. Which guiding principle considers customer and user experience?
A. Collaborate and promote visibility
B. Focus on value
C. Start where you are
D. Keep it simple and practical
21. Which two practices use workarounds?
A. Change enablement and continual improvement
B. Change enablement and problem management
C. Problem management and incident management
D. Incident management and continual improvement
22. Which statement about the 'change enablement' practice is CORRECT?
A. Standard changes are those that need to be scheduled, assessed and authorized following a standard process
B. Normal changes are triggered by the creation of a change request which can be created manually or automated
C. Assessment and authorization of normal changes should be expedited to ensure they can be implemented quickly
D. There should be a separate change authority for standard changes which includes senior managers who understand the risks involved
23. Which is included in the purpose of the 'deliver and support' value chain activity?
A. Meeting stakeholder expectations for time to market
B. Understanding the organization's service vision
C. Understanding stakeholder needs
D. Providing services to agreed specifications
24. Identify the missing word(s) in the following sentence. The service desk should be the entry point and single point of contact for the [?] with all of its users.
A. Service consumer
B. Service provider
C. Customer
D. Supplier
25. Which are elements of the service value system?
A. Service provision, service consumption, service relationship management
B. Governance, service value chain, practices
C. Outcomes, utility, warranty
D. Customer value, stakeholder value, organization
26. Which is included in the purpose of the 'change enablement' practice?
A. Make new and changed services available for use
B. Ensure that risks have been properly assessed
C. Record and report selected changes of state
D. Plan and manage the full lifecycle of all IT assets
27. Which activity is part of the 'continual improvement' practice?
A. Identifying the cause of incidents and recommending related improvements
B. Authorizing changes to implement improvements
C. Logging and managing incidents that result in improvement opportunities
D. Making business cases for improvement action
28. Which is a purpose of release management?
A. To protect the organization's information
B. To handle user-initiated service requests
C. To make new and changed services available for use
D. To move hardware and software to live environments
29. What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?
A. Restricting information about the improvement to essential stakeholders only
B. Increasing collaboration and visibility for the improvement
C. Involving customers after all planning has been completed
D. Engaging every stakeholder group in the same way, with the same communication
30. Identify the missing word in the following sentence The use of [?] should support, not replace what is observed, when using the 'start where you are' guiding principle.
A. measurement
B. tools
C. plans
D. process
31. Which is an activity of the 'problem management' practice?
A. Restoration of normal service operation as quickly as possible
B. Prioritization of problems based on the risk that they pose
C. Authorization of changes to resolve the cause of problems
D. Resolution of incidents in a time that meets customer expectations
32. What is defined as an unplanned interruption or reduction in the quality of a service?
A. An incident
B. A problem
C. A change
D. An event
33. Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT?
A. It should always be used to support direct observation
B. It should always be used instead of direct observation
C. Measured data is always more accurate than direct observation
D. The act of measuring always positively impacts results
34. What is an incident?
A. The planned removal of an item that might affect a service
B. A result enabled by one or more outputs
C. A possible future event that could cause harm
D. A service interruption resolved by the use of self-help tools
35. What is defined as a change of state that has significance for the management of an IT service?
A. Event
B. Incident
C. Problem
D. Known error
36. Which dimension includes the knowledge needed for the management of services?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes
37. What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
A. Service offering
B. Service provision
C. Service management
D. Service consumption
38. What is the PRIMARY use of a change schedule?
A. To support the 'incident management' practice and improvement planning
B. To manage emergency changes
C. To plan changes and help avoid conflicts
D. To manage standard changes
39. What are guiding principles?
A. A set of interconnected activities that help an organization deliver a valuable service
B. A description of one or more services that help address the needs of a target consumer group
C. A set of specialized organizational capabilities for enabling value for customers
D. Recommendations that help an organization when adopting a service management approach
40. Which guiding principle focuses on reducing costs and human errors?
A. Focus on value
B. Collaborate and promote visibility
C. Optimize and automate
D. Think and work holistically
ITIL4 - Foundation Sample Exam Set (2)
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