ITIL Foundation ITIL 4 Edition

Question 1

Which term describes the functionality offered by a service?

A) Cost
B) Utility
C) Warranty
D) Risk

Answer 1

B) Utility

Utility is the “functionality offered by a product or service”.

Question 2

Which is the BEST description of an organization?

A) Any private company that acts as a service provider
B) Any person or group of people that acts as a service consumer
C) Any person or group of people that is responsible for what it achieves
D) Any private company or public body

Answer 2

C) Any person or group of people that is responsible for what it achieves

Organization: A person or group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.

Question 3

What is an output?

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

Answer 3

D) Something created by carrying out an activity

An outcome is “a result for a stakeholder enabled by one or more outputs”.

Question 4

Which term describes what a service does?

A) Warranty
B) Value
C) Utility
D) Service Relationships

Answer 4

C) Utility

Utility: The functionality offered by a product or service to meet a particular need.

Question 5

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.

A) Outputs
B) Outcomes
C) Costs
D) Risks

Answer 5

B) Outcomes

Customer: A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.

Question 6

Which is NOT a key focus of the “information and technology” dimension?

A) Security and compliance
B) Communication systems and knowledge bases
C) Workflow management and inventory systems
D) Roles and Responsibilities

Answer 6

D) Roles and Responsibilities

Question 7

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

A) Value
B) an Outcome
C) Warranty
D) Service Offering

Answer 7

D) Service Offering

Service providers define combinations of goods, access to resources and service actions, to address the needs of different consumer groups. These combinations are called Service Offerings.

Question 8

What considerations influence the supplier strategy of an organization?

A) Contracts and Agreements
B) Type of cooperation with suppliers
C) Corporate culture of the organization
D) Level of Formality

Answer 8

C) Corporate culture of the organization

Question 9

What is within the scope of ‘the information and technology’ dimension of service management?

A) Relationships with other organizations that are involved in the design of technology services
B) Activities and workflows needed to deliver technology services to customers
C) Collaboration and communication of information by technical staff
D) Information created and used in the course of service provision and consumption

Answer 9

D) Information created and used in the course of service provision and consumption

Question 10

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

A) The price of the service, and the cost of creating the service
B) The costs removed by the service, and the costs imposed by the service
C) The cost of provisioning the service, and the cost of improving the service
D) The cost of software, and the cost of hardware

Answer 10

B) The costs removed by the service, and the costs imposed by the service

Question 11

Identify the missing word in the following sentence,

A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve.

A) the warranty
B) outcomes
C) the utility
D) outputs

Answer 11

B) outcomes

Question 12

What does service consumption include?

A) Using the service provider’s resources
B) Configuring the service provider’s resources
C) Ensuring continual value co-creation
D) Providing access to resources for users

Answer 12

A) Using the service provider’s resources

Question 13

Which TWO concepts are within the scope of the ‘organization and people’ dimension of service management?

1. Roles
2. Applications
3. Contracts
4. Culture

A) 1 and 2
B) 2 and 3
C) 3 and 4
D) 1 and 4

Answer 13

D) 1 and 4

Question 14

Which dimension of service management encompasses contracts and relationships?

A) Organizations and people
B) Information and technology
C) Partners and Suppliers
D) Value streams and processes

Answer 14

C) Partners and Suppliers

Question 15

What is the definition of a User?

A) A person who uses services
B) A person who defines the requirements for a service
C) A person who uses suppliers
D) A person who authorizes budget for service consumption

Answer 15

A) A person who uses services

Question 16

What role do service providers and service consumers have in relation to risk?

A) Consumers help service providers to achieve outcomes, which reduces service provider risk

B) Consumers should manage the detailed level of risk on behalf of the service provider

C) Service providers help consumers to achieve outcomes, which eliminates consumer risk

D) Service providers should manage the detailed level of risk on behalf of the consumer

Answer 16

D) Service providers should manage the detailed level of risk on behalf of the consumer

Question 17

Which describes outcomes?

A) Tangible or intangible deliverables
B) Functionality offered by a product or service
C) Results delivered by a stakeholder
D) Configuration of an organization’s resources

Answer 17

C) Results delivered by a stakeholder

Question 18

What is an output?

A) An amount of money spent on an activity
B) A result for a stakeholder enabled by a deliverable
C) A deliverable from an activity
D) A potential issue that could impact a service

Answer 18

C) A deliverable from an activity

Question 19

Which role authorizes budget for service consumption?

A) Customer
B) User
C) Sponsor
D) Service provider

Answer 19

C) Sponsor

Question 20

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

A) Organizations and People
B) Information and Technology
C) Partners and Suppliers
D) Value Streams and Processes

Answer 20

D) Value Streams and Processes

Question 21

Which one of these includes managing resources that are configured to deliver a service?

A) Service relationship management
B) Service Provision
C) Service Level Management
D) Service Consumption

Answer 21

B) Service Provision

Question 22

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

A) A service
B) An output
C) A practice
D) Continual improvement

Answer 22

A) A service

Question 23

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

A) Service Provision
B) Service Consumption
C) Service Offering
D) Service Relationship Management

Answer 23

D) Service Relationship Management

Question 24

Which dimension of service management includes an integrated and coordinated way to deliver services?

A) Organizations and People
B) Information and Technology
C) Partners and Suppliers
D) Value Streams and Processes

Answer 24

D) Value Streams and Processes

Question 25

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

A) Organizations and People
B) Information and Technology
C) Partners and Suppliers
D) Value Streams and Processes

Answer 25

A) Organizations and People

Question 26

What is co-created through active collaboration between providers and consumers?

A) Utility
B) Value
C) Risk
D) Warranty

Answer 26

B) Value

Question 27

Identify the missing word(s) in the following sentence. ‘Service Management’ is a set of specialized organizational capabilities for enabling value for customers in the form of [?].

Select ONE answer.

A) Practices
B) Warranty
C) Services
D) IT assets

Answer 27

C) Services

Question 28

What is the definition of Warranty?

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

Answer 28

B) the assurance that a product or service will meet agreed requirements