ITIL4 Foundation Sample-paper-1 (v1.4)

Question 1

Which practice is responsible for moving components to live environments?

1. Change control
2. Release management
3. IT asset management
4. Deployment management

Answer 1

D

Question 2

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

1. Service desk
2. Incident management
3. Change control
4. Service level management

Answer 2

A

Question 3

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

1. Continual improvement
2. Service desk
3. Service level management
4. Problem management

Answer 3

C

Question 4

What is the PRIMARY use of a change schedule?

1. To support ‘incident management’ and improvement planning
2. To manage emergency changes
3. To plan changes and help avoid conflicts
4. To manage standard changes

Answer 4

C

Question 5

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

1. Organizations and people
2. Information and technology
3. Partners and suppliers
4. Value streams and processes

Answer 5

D

Question 6

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

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

Answer 6

A

Question 7

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?

1. the warranty
2. outcomes
3. the utility
4. outputs

Answer 7

B

Question 8

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

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

Answer 8

A

Question 9

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

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

Answer 9

B

Question 10

Which role submits service requests?

1. The user, or their authorized representative
2. The customer, or their authorized representative
3. The sponsor, or their authorized representative
4. The supplier, or their authorized representative

Answer 10

A

Question 11

Which practice provides a single point of contact for users?

1. Incident management
2. Change control
3. Service desk
4. Service request management

Answer 11

C

Question 12

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

1. Think and work holistically
2. Progress iteratively with feedback
3. Focus on value
4. Keep it simple and practical

Answer 12

A

Question 13

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

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

Answer 13

B

Question 14

Which practice is the responsibility of everyone in the organization?

1. Service level management
2. Change control
3. Problem management
4. Continual improvement

Answer 14

D

Question 15

Identify the missing word in the following sentence.

The purpose of the ‘information security management’ practice is to [?] the organization’s information.

1. store
2. provide
3. audit
4. protect

Answer 15

D

Question 16

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

1. Focus on value
2. Start where you are
3. Keep it simple and practical
4. Progress iteratively with feedback

Answer 16

B

Question 17

Which is NOT usually included as part of incident management?

1. Scripts for collecting initial information about incidents
2. Formalized procedures for logging incidents
3. Detailed procedures for the diagnosis of incidents
4. The use of specialized knowledge for complicated incidents

Answer 17

C

Question 18

Which describes the nature of the guiding principles?

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

Answer 18

A

Question 19

Which statement about a change authority is CORRECT?

1. A single change authority should be assigned to authorize all types of change and change models
2. A change authority should be assigned for each type of change and change model
3. Normal changes are pre-authorized and do not need a change authority
4. Emergency changes can be implemented without authorization from a change authority

Answer 19

B

Question 20

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

1. Change control
2. Service request management
3. Release management
4. Deployment management

Answer 20

C

Question 21

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

1. Improve
2. Plan
3. Deliver and support
4. Obtain/build

Answer 21

B

Question 22

Which statement about the value chain activities is CORRECT?

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

Answer 22

D

Question 23

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

1. To ensure that the organization‘s suppliers and their performance are managed appropriately to support the seamless provision of quality products and services
2. To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services
3. 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
4. To ensure that accurate and reliable information about the configuration of suppliers’ services is available when and where it is needed

Answer 23

A

Question 24

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

1. The price of the service, and the cost of creating the service
2. The costs removed by the service, and the costs imposed by the service
3. The cost of provisioning the service, and the cost of improving the service
4. The cost of software, and the cost of hardware

Answer 24

B

Question 25

**Which is a purpose of the ‘service desk’ practice?** 1. **To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents** 2. **To maximize the number of successful IT changes by ensuring risks are properly assessed** 3. **To capture demand for incident resolution and service requests** 4. **To set clear business-based targets for service performance**

Answer 25

**C**

Question 26

**How should an organization adopt continual improvement methods?** 1. **Use a new method for each improvement the organization handles** 2. **Select a few key methods for the types of improvement that the organization handles** 3. **Build the capability to use as many improvement methods as possible** 4. **Select a single method for all improvements that the organization handles**

Answer 26

**B**

Question 27

**Which ITIL concept describes governance?** 1. **The seven guiding principles** 2. **The four dimensions of service management** 3. **The service value chain** 4. **The service value system**

Answer 27

**D**

Question 28

**Which is a recommendation of the ‘service desk’ practice?** 1. **Account for all the financial assets of the Service desks should avoid the use of automation** 2. **Service desks should be highly technical** 3. **Service desks should understand the wider organization** 4. **Service desks should be a physical team in a single fixed location**

Answer 28

**C**

Question 29

**Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?** 1. **Focus on value** 2. **Start where you are** 3. **Progress iteratively with feedback** 4. **Collaborate and promote visibility**

Answer 29

**C**

Question 30

**What is a standard change?** 1. **A change that is well understood, fully documented and pre-authorized** 2. **A change that needs to be assessed, authorized, and scheduled by a change authority** 3. **A change that doesn’t need a risk assessment because it is required to resolve an incident** 4. **A change that is assessed, authorized, and scheduled as part of ‘continual improvement’**

Answer 30

**A**

Question 31

**What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?** 1. **A change request is submitted to change control** 2. **Problem management restores the service as soon as possible** 3. **The problem remains in the known error status** 4. **The problem record is deleted**

Answer 31

**C**

Question 32

**What is the definition of change?** 1. **To add, modify or remove anything that could have a direct or indirect effect on services** 2. **To ensure that accurate and reliable information about the configuration of services is available** 3. **To make new and changed services and features available for use** 4. **To move new or changed hardware, software, or any other component to live environments**

Answer 32

**A**

Question 33

**What is the definition of an event?** 1. **Any change of state that has significance for the management of a service or other configuration item** 2. **Any component that needs to be managed in order to deliver an IT service** 3. **An unplanned interruption to a service or reduction in the quality of a service** 4. **Any financially valuable component that can contribute to the delivery of an IT product or service**

Answer 33

**A**

Question 34

**Which describes outcomes?** 1. **Tangible or intangible deliverables** 2. **Functionality offered by a product or service** 3. **Results desired by a stakeholder** 4. **Configuration of an organization’s resources**

Answer 34

**C**

Question 35

**Which is NOT a key focus of the ‘information and technology’ dimension?** 1. **Security and compliance** 2. **Communication systems and knowledge bases** 3. **Workflow management and inventory systems** 4. **Roles and responsibilities**

Answer 35

**D**

Question 36

* *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** 1. **1 and 2** 2. **2 and 3** 3. **3 and 4** 4. **1 and 4**

Answer 36

**D**

Question 37

**Which is a key consideration for the guiding principle ‘keep it simple and practical’?** 1. **Try to create a solution for every exception** 2. **Understand how each element contributes to value creation** 3. **Ignore the conflicting objectives of different stakeholders** 4. **Start with a complex solution, then simplify**

Answer 37

**B**

Question 38

**What should be done first when applying the ‘focus on value’ guiding principle?** 1. **Identify the outcomes that the service facilitates** 2. **Identify all suppliers and partners involved in the service** 3. **Determine who the service consumer is in each situation** 4. **Determine the cost of providing the service**

Answer 38

**C**

Question 39

**A service provider describes a package that includes a laptop with software, licences, and support. What is this package an example of?** 1. **Value** 2. **An outcome** 3. **Warranty** 4. **A service offering**

Answer 39

**D**

Question 40

**What is the definition of warranty?** 1. **A tangible or intangible deliverable that is produced by carrying out an activity** 2. **The assurance that a product or service will meet agreed requirements** 3. **A possible event that could cause harm or loss, or make it more difficult to achieve objectives** 4. **The functionality offered by a product or service to meet a particular need**

Answer 40

**B**