ITIL 4 Foundation Certification - Exam questions

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ITIL 4 Foundation Certification

ITIL 4 Foundation Certification - Exam questions
1. Which guiding principle recommends collecting data before deciding what can be re-used?
2. Which statement about known errors and problems is CORRECT?
3. Which guiding principle helps to ensure that better information is available for decision making?
4. Which guiding principle recommends coordinating all dimensions of service management?
5. Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?
6. Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?
7. Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?
8. Which of the following is NOT an activity within the service value chain?
9. What is the end result of the service value system?
10. What is the reason for using a balanced bundle of service metrics?
11. What is the effect of increased automation on the 'service desk' practice?
12. Which statement about the 'service desk1 practice is CORRECT?
13. Identify the missing words in the following sentence. The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.
14. How should an organization adopt continual improvement methods?
15. Which value chain activity communicates the current status of all four dimensions of service management?
16. Which statement about emergency changes is CORRECT?
17. Which is NOT a structure of service desk that is described in the ITIL service operation guidance?
18. Which are the elements of process control?
19. What can be used to help determine the impact level of a problem?
20. Which is a supplier category?
21. Service transition contains detailed descriptions of which processes?
22. What is described by the service value system?
23. How does information about problems and known errors contribute to 'incident management'?
24. What takes place in the “Did we get there?” step of the continual service improvement (CSI) approach?
25. Which term describes the functionality offered by a service?
26. Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?
27. Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?
28. Which value chain activity ensures the availability of service components?
29. What is the CORRECT definition of service management?
30. How should an organization adopt continual improvement methods?
31. What is a recommendation of the ‘focus on value’ guiding principle?
32. What considerations influence the supplier strategy of an organization?
33. Which practice updates information relating to symptoms and business impact?
34. Which ITIL concept describes governance?
35. Which practice provides support for managing feedback, compliments and complaints from users?
36. How does categorization of incidents assist the 'incident management' practice?
37. Which dimension of service management considers governance, management, and communication?
38. Which are the elements of process control?
39. Which is an objective of the design coordination process?
40. Which statement about IT service management is CORRECT?
41. Which dimension includes activities and workflows?
42. Which describes a standard change?
43. What is a recommendation of the "˜focus on value' guiding principle?
44. Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
45. What are the ITIL guiding principles used for?
46. Which is included in the purpose of the "˜design and transition' value chain activity?
47. What are 'engage', "˜plan' and "˜improve' examples of?
48. What should be done to determine the appropriate metrics for measuring a new service?
49. What is typically needed to assign complex incidents to support groups?
50. Which competencies are required by the 'service level management' practice?
51. 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.
52. Which of these should be logged and managed as a problem?
53. Which is a purpose of the 'engage' value chain activity?
54. What are the three phases of 'problem management'?
55. Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
56. Which TWO statements about an organizations culture are CORRECT? (Choose two.) 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 organization
57. What are the MOST important skills required by service desk staff?
58. What is a recommendation of the focus on value guiding principle?
59. Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
60. 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?
61. Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
62. Which is included in the purpose of the design and transition value chain activity?
63. What are engage, plan and improve examples of?
64. Which is part of service provision?
65. What is the purpose of the 'information security management1 practice?
66. Identify the missing words in the following sentence. The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.
67. Which practice provides support for managing feedback, compliments and complaints from users?
68. Which statement about outcomes is CORRECT?
69. Which statement about IT service management is CORRECT?
70. When should the effectiveness of a problem workaround be assessed?
71. Which practice updates information relating to symptoms and business impact?
72. Which practice identifies metrics that reflect a customer experience of a service?
73. What should be used to set user expectations for request fulfillment times?
74. Which dimension includes activities and workflows?
75. A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?
76. Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?
77. Which statement about costs is CORRECT?
78. Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
79. Which activity is part of the 'continual improvement' practice?
80. How should automation be implemented?
81. What is the purpose of the 'information security management' practice?
82. How should the workflow for a new service request be designed?
83. In which two situations should the ITIL guiding principles be considered? 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

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