ITIL 4 Foundation - Sample Paper 1 (1-10)

1. Which practice is responsible for moving components to live environments?

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

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

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

3. Which practice identifies metrics that reflect the customer´s experience of a service?

• Continual improvement
• Service desk
• Change control
• Service level management

4. What is a PRIMARY use of a change schedule?

• To support 'incident management' and improvement planning
• To manage emergency changes
• To plan changes and help avoid conflicts
• To manage standard changes

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

• Organizations and people
• Information and technology
• Partners and suppliers
• Value streams and processes

6. How does categorization of incidents assist the "incident management" practice?

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

7. 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.

• the warranty
• outcomes
• the utility
• outputs

8. Which is a recommendation of the "continual improvement" practice?

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

9. Which is a potential benefit of using an IT service management tool to support the "incident management" practice?

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

10. Which role submits service requests?

• The user, or their authorized representative
• The customer, or their authorized representative
• The sponsor, or their authorized representative
• The supplier, or their authorized representative