ITIL 4 Foundation – Sample Exam for Training Use – Sample Paper A

1. “To reduce the likelihood and impact of incidents by identifying actual and
potential causes of incidents, and managing workarounds and known errors”
is the purpose of which practice?

A. Change Enablement
B. Incident Management
C. Problem Management
D. Release Management

2. What is the purpose of the ‘design and transition’ value chain activity?

A. To ensure a shared understanding of: vision, current status,

improvement direction
B. To provide good understanding of stakeholder needs, transparency,
continual engagement
C. To ensure that products and services continually meet stakeholder
expectations
D. To ensure that service components are available when and where they
are needed

3. Which practice would assist a user to gain access to a Shared Folder that
they need to use for their job?

A. Change Enablement
B. Release Management
C. Service Request Management
D. Service Level Management

4. Why should policies be established regarding what service requests will be

fulfilled with limited or even no additional approvals?

A. So that the fulfilment workflow can be streamlined

B. So that the cost of the request could be calculated
C. So that the Service Desk do not have to be involved
D. So that only request in the Service Catalog is fulfilled

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5. ‘A problem that has been analysed but has not been resolved’ is known as?
A. A workaround
B. A known error
C. A release
D. An incident

6. With increased automation and chatbots, service desks are moving to provide
more self-service logging and resolution directly via online portals and mobile
applications. The impact of this on the service desks is?

A. To move to a centralized service desk structure

B. The ability to work from home
C. No longer require service level agreements
D. Less low-level work and a focus on excellent CX when personal
contact is needed.

7. This describes a service consumer role who uses services.

A. User
B. Sponsor
C. Customer
D. Supplier

8. What is NOT an activity of the problem identification phase?

A. Performing Trend analysis

B. Detection of duplicate and recurring issues
C. Examining causes
D. Assessing information from suppliers/partners and software developers

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9. What describes service provisioning?

A. A set of specialized organizational capabilities

B. Ensuring access to the service provider’s resources for users
C. A formal description of one or more services
D. Service actions performed by users

10. What is used by change enablement to plan changes, assist in

communication, avoid conflicts, and assign resources?

A. A change schedule
B. A known error
C. A request for change
D. A continual improvement register

11. All the activities in the service value chain are interconnected to each other
by?

A. Governance
B. Change enablement
C. Continual improvement model
D. Inputs, outputs and triggers

12. What describes the warranty of a service?

A. Assurance that a product or service will meet agreed requirements.

B. The functionality offered by a product or service
C. Fit for purpose
D. The performance of the service required is supported

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13. What value chain activity has a purpose is to deliver services according to
agreed specifications and stakeholders’ expectations?

A. Obtain/build
B. Deliver and Support
C. Design and Transition
D. Service Level Management

14. What is the purpose of the ‘information security management’ practice?

A. To set clear business-based targets for service performance

B. To protect information needed by organization to conduct business
C. To nurture links between organization and stakeholders at strategic
and tactical levels
D. To systematically observe services and service components,
record/report selected changes of state

15. “An unplanned interruption to a service or reduction in the quality of a service”

is a definition of?

A. An incident
B. A problem
C. An event
D. A release

16. “The use of measurement is important to this principle. It should, however,

support but not replace what is observed”. What key principle is this statement
referring to?

A. Start where you are

B. Think and work holistically
C. Collaborate and promote visibility
D. Focus on value

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17. “An Event” is?

A. Any component that needs to be managed in order to deliver an IT

service
B. A version of a service or other configuration item, or a collection of
configuration items that is made available for use.
C. A request from a user or a user’s authorized representative that
initiates a service action which has been agreed as a normal part of
service delivery.
D. Any change of state that has significance for the management of a
service or other configuration item

18. What is NOT a dimension of the four dimension model?

A. Value stream and processes

B. Design and transition
C. Organization and people
D. Information and technology

19. Service level management involves collating and analysing information from a
number of sources including operational and business metrics. What is an
example of a business metric?

A. The percentage of successful credit card transactions

B. The number of incidents reported
C. The percentage of unsuccessful changes
D. The average call handling time at the service desk

20. A set of specialized organizational capabilities for enabling value to customers

in the form of services is a definition of?

A. Service value system

B. Service offerings
C. Service relationship
D. Service management

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21. What is a guiding principle?
A. A description of how all the components and activities of the
organization work together as a system to enable value creation.
B. A recommendation that guides an organization in all circumstances
and is universally applicable and enduring
C. An audit control that is mandatory to be followed
D. A step in the continual improvement model

22. Which guiding principle is mostly focused on the creation of value for the
service consumers in the form such as customer loyalty or growth
opportunities?
A. Start where you are
B. Focus on value
C. Optimize and automate
D. Think and work holistically

23. Which guiding principle looks for opportunities to automate standard and
repeating tasks that can help save the organization costs and reduce human
error?
A. Optimize and automate
B. Keep it simple
C. Progress iteratively with feedback
D. Think and work holistically

24. Which practice has its purpose to ensure that risks have been properly
assessed before a change is made?

A. Change enablement
B. Release management
C. Deployment management
D. Problem management

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25. Which is a key activity carried out in the 'where are we now?' step of the
'continual improvement' model?

A. Define measurable targets

B. Define improvement plan
C. Evaluate measurements and metrics
D. Perform baseline assessments

26. In which step of the continual improvement model are measurement targets
defined?

A. Where do we want to be?

B. What is the vision?
C. Where are we now?
D. Did we get there?

27. A value stream

A. Is an operating model outlining activities that respond to demand and

facilitates value realization through creation and management of
products and services
B. Is a series of steps an organization undertakes to create and deliver
products and services to consumers
C. Is a recommendation that guides an organization in all circumstances
D. None of the above

28. This is a technique to help manage incidents where many different

stakeholders work together initially, until it becomes clear which of them is
best placed to continue with the resolution.

A. Swarming
B. Service request
C. Problem control
D. Service Desk

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29. Fill in the missing word in the following sentence.

Services are a means of enabling value co-creation by facilitating _______

that customers want to achieve without the customer having to manage
specific costs and risks.

A. Outputs
B. Outcomes
C. Targets
D. Request

30. ‘A cause, or potential cause, of one or more incidents’ is the definition of

A. A problem
B. A known error
C. A release
D. A service request

31. The prioritization of incidents by incident management should be based?

A. On first-in first-out (FIFO) principles

B. On an agreed classification
C. On the guiding principle ‘focus on value’
D. None of the above

32. Which guiding principle recommends using the same method for all
communication to ensure the audience can hear and reduce resistance to
change?

A. Collaborate and promote visibility

B. Keep it simple
C. Focus on value
D. Progress iteratively with feedback.

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33. What is the definition of a service value chain?

A. An operating model which outlines the key activities required to

respond to demand and facilitate value realization through the creation
and management of products and services.
B. A series of steps an organization undertakes to create and deliver
products and services to consumers
C. Components and activities of the organization work together as a
system to enable value creation
D. An activity is to ensure that services are delivered and supported
according to agreed specifications and stakeholders’ expectations

34. What skills and competencies are required by the service level management
practice?

1. Business analysis
2. Relationship management
3. Business liaison
4. Emotional intelligence

A. 1, 2 and 4
B. 2, 3 and 4
C. 1, 2 and 3
D. All of the above

35. In which phase of the problem management practice are known errors
managed?

A. Problem identification
B. Error control
C. Problem control
D. Take action

36. Which practice manages risk associated to confidentiality, integrity and

availability?

A. Incident management
B. Change enablement
C. Information security management
D. Release management

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37. Which statement about the ‘continual improvement’ practice is TRUE?

A. Contracts do not need to include information about improvements

B. Continual improvement is everyone’s responsibility
C. There is no dedicated database or document to capture
improvement ideas
D. There must only be one CIR in an organization

38. What are approaches that the continual improvement practice may use to
facilitate improvements?

1. Lean
2. Agile
3. DevOps
4. Balance scorecard

A. 2, 3 and 4
B. 1, 2 and 3
C. 1, 3 and 4
D. All of the above

39. What is the purpose of the ‘release management’ practice?

A. To make new or change services available for use

B. To move new or changed hardware and software to live environments
C. To plan and manage the full lifecycle of all IT assets
D. To establish responses, including conditions that lead to potential faults or
incidents

40. This dimension includes information and knowledge that are needed to deliver
and manage the services.

A. Value stream and processes

B. Partners and Suppliers
C. Organization and people
D. Information and technology

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Answer Table

Question Answer Question Answer

1. C 21. B

2. C 22. B

3. C 23. A

4. A 24. A

5. B 25. D

6. D 26. A

7. A 27. B

8. C 28. A

9. B 29. B

10. A 30. A

11. D 31. B

12. A 32. A

13. B 33. A

14. B 34. C

15. A 35. B

16. A 36. C

17. D 37. B

18. B 38. D

19. A 39. A

20. D 40. D

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Rationale

Q A Syllabus Ref Rationale

1 C A. Incorrect. “The purpose of the change control

practice is to maximize the number of successful
service and product changes by ensuring that risks have
been properly assessed, authorizing changes to
proceed, and managing the change schedule”. Ref 5.2.4

B. Incorrect. “The purpose of the incident management

practice is to minimize the negative impact of incidents
by restoring normal service operation as quickly as
possible.” Ref 5.2.5

C. Correct. “The purpose of the problem management

practice is to reduce the likelihood and impact of
incidents by identifying actual and potential causes of
incidents, and managing workarounds and known
errors.”. Ref 5.2.8

D. Incorrect. “The purpose of the release management

practice is to make new and changed services and
features available for use.” Ref 5.2.9

2 C A. Incorrect. “The purpose of the plan value chain

activity is to ensure a shared understanding of the
vision, current status, and improvement direction for
all four dimensions and all products and services across
the organization.”. Ref 4.5.1

B. Incorrect. “The purpose of the engage value chain

activity is to provide a good understanding of
stakeholder needs, transparency, and continual
engagement and good relationships with all
stakeholders.” Ref 4.5.3

C. Correct. “The purpose of the design and transition

value chain activity is to ensure that products and
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 services continually meet stakeholder expectations for
quality, costs, and time to market.” Ref 4.5.4

D. Incorrect. “The purpose of the obtain/build value

chain activity is to ensure that service components are
available when and where they are needed, and meet
agreed specifications.” Ref 4.5.5

3 C A. Incorrect. “The purpose of the change control

practice is to maximize the number of successful
service and product changes by ensuring that risks have
been properly assessed, authorizing changes to
proceed, and managing the change schedule.” Ref 5.2.4

B. Incorrect. “The purpose of the release management

practice is to make new and changed services and
features available for use.” Ref 5.2.9

C. Correct. “The purpose of the service request

management practice is to support the agreed quality
of a service by handling all pre-defined, user-initiated
service requests in an effective and user-friendly
manner.” Ref 5.2.16

D. Incorrect. “The purpose of the service level

management practice is to set clear business-based
targets for service levels, and to ensure that delivery of
services is properly assessed, monitored, and managed
against these targets.” Ref 5.2.15

4 A A. Correct. “Policies should be established regarding

what service requests will be fulfilled with limited or
even no additional approvals so that fulfilment can be
streamlined.” Ref 5.2.16

B. Incorrect. “Service-based budgeting seeks to

understand the budget and establish funding models
based on the full cost of providing or consuming a
service.” Ref 5.2.11

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 C. Incorrect. “The purpose of the service desk practice
is to capture demand for incident resolution and
service requests. It should also be the entry point and
single point of contact for the service provider with all
of its users.” Ref 5.2.14

D. Incorrect. “A request from a user or a user’s

authorized representative that initiates a service action
which has been agreed as a normal part of service
delivery.” Ref 5.2.16

5 B A. Incorrect. “A solution that reduces or eliminates the

impact of an incident or problem for which a full
resolution is not yet available. Some workarounds
reduce the likelihood of incidents.” Ref 5.2.8

B. Correct. “A problem that has been analysed but has

not been resolved.” Ref 5.2.8

C. Incorrect. “A version of a service or other

configuration item, or a collection of configuration
items, that is made available for use.” Ref 5.2.9

D. Incorrect. “An unplanned interruption to a service or

reduction in the quality of a service.” Ref 5.2.5

6 D A. Incorrect. The utilization of automation has nothing

to do with how the service desk has been structured.
“With increased automation, AI, robotic process
automation (RPA), and chatbots, service desks are
moving to provide more self-service logging and
resolution directly via online portals and mobile
applications. The impact on service desks is reduced
phone contact, less low-level work, and a greater ability
to focus on excellent CX when personal contact is
needed” Ref 5.2.14

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 B. Incorrect. “With increased automation, AI, robotic
process automation (RPA), and chatbots, service desks
are moving to provide more self-service logging and
resolution directly via online portals and mobile
applications. The impact on service desks is reduced
phone contact, less low-level work, and a greater ability
to focus on excellent CX when personal contact is
needed.” Ref 5.2.14

C. Incorrect. “The purpose of the service level

management practice is to set clear business-based
targets for service levels, and to ensure that delivery of
services is properly assessed, monitored, and managed
against these targets.” Ref 5.2.115

D. Correct. “With increased automation, AI, robotic

process automation (RPA), and chatbots, service desks
are moving to provide more self-service logging and
resolution directly via online portals and mobile
applications. The impact on service desks is reduced
phone contact, less low-level work, and a greater ability
to focus on excellent CX when personal contact is
needed.” Ref 5.2.14

7 A A. Correct. “A person who uses services.” Ref 2.2.2

B. Incorrect. “A person who authorizes budget for

service consumption.” Ref 2.2.2

C. Incorrect. “A person who defines the requirements

for a service and takes responsibility for the outcomes
of service consumption.” Ref 2.2.2

D. Incorrect. “A stakeholder responsible for providing

services that are used by an organization.” Ref 2.2.3

8 C A. Incorrect. This is as activity of the problem

identification phase. “Problem identification activities

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 identify and log problems. These include performing
trend analysis of incident records” Ref 5.2.7

B. Incorrect. This is as activity of the problem

identification phase. “Problem identification activities
identify and log problems. These include detection of
duplicate and recurring issues by users, service desk,
and technical support staff” Ref 5.2.7

C. Correct. “Problem control activities include problem

analysis, and documenting workarounds and known
errors”. Examining causes is an activity of the problem
control phase. “Problem control activities include
problem analysis, and documenting workarounds and
known errors.” Ref 5.2.7

D. Incorrect. This is as activity of the problem

identification phase. “Problem identification activities
identify and log problems. These include analysing
information received from internal software
developers, test teams, and project teams.” Ref 5.2.7

9 B A. Incorrect. “Service Management: A set of specialized

organizational capabilities for enabling value for
customers in the form of services.” Ref 2

B. Correct. “Service provision: Activities performed by

an organization to provide services. Service provision
includes ensuring access to these resources for users”
Ref 2.4.1

C. Incorrect. “Service offering: A formal description of

one or more services, designed to address the needs of
a target consumer group. A service offering may
include goods, access to resources, and service
actions.” Ref 2.3.2

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 D. Incorrect. “Service consumption: Activities
performed by an organization to consume services.
Service consumption includes service actions
performed by users, including utilizing the provider’s
resources, and requesting service actions to be
fulfilled.” Ref 2.4.1

10 A A. Correct. “The change schedule is used to help plan

changes, assist in communication, avoid conflicts, and
assign resources.” Ref 5.2.4

B. Incorrect. Known error - “A problem that has been

analysed but has not been resolved.” Ref 5.2.8

C. Incorrect. A request for change - “A description of a

proposed change used to initiate change enablement.”
Ref Glossary

D. Incorrect. A CIR - “To track and manage

improvement ideas from identification through to final
action, organizations use a database or structured
document called a continual improvement register
(CIR).” Ref 5.1.2

11 D A. Incorrect. Governance is a component of the SVS.

“The means by which an organization is directed and
controlled.” Ref 4.4.1

B. Incorrect. “The purpose of the change enablement

practice is to maximize the number of successful
service and product changes by ensuring that risks have
been properly assessed, authorizing changes to
proceed, and managing the change schedule.” Ref 5.2.4

C. Incorrect. “The ITIL continual improvement model,

which provides organizations with a structured
approach to implementing improvements.” Ref 4.6

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 D. Correct. “The value chain activities represent the
steps an organization takes in the creation of value.
Each activity transforms inputs into outputs. These
inputs can be demand from outside the value chain or
outputs of other activities. All the activities are
interconnected, with each activity receiving and
providing triggers for further action.” Ref 4.5

12 A A. Correct. “Warranty: Assurance that a product or

service will meet agreed requirements.” Ref 2.5.4

B. Incorrect. “Utility: The functionality offered by a

product or service to meet a particular need. Utility can
be summarized as ‘what the service does’ and can be
used to determine whether a service is ‘fit for
purpose’.” Ref 2.5.4

C. Incorrect. “Utility: The functionality offered by a

product or service to meet a particular need. Utility can
be summarized as ‘what the service does’ and can be
used to determine whether a service is ‘fit for
purpose’.” Ref 2.5.4

D. Incorrect. “A measure of what is achieved or

delivered by a system, person, team, practice, or
service.” Ref Glossary

13 B A. Incorrect. “The purpose of the obtain/build value

chain activity is to ensure that service components are
available when and where they are needed, and meet
agreed specifications.” Ref 4.5.5

B. Correct. “The purpose of the deliver and support

value chain activity is to ensure that services are
delivered and supported according to agreed
specifications and stakeholders’ expectations.” Ref
4.5.5

C. Incorrect. “The purpose of the design and transition

value chain activity is to ensure that products and
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 services continually meet stakeholder expectations for
quality, costs, and time to market.” Ref 2.5.4

D. Incorrect. “The purpose of the service level

management practice is to set clear business based
targets for service levels, and to ensure that delivery of
services is properly assessed, monitored, and managed
against these targets.” Ref 5.2.15

14 B A. Incorrect. “The purpose of the service level

management practice is to set clear business based
targets for service levels, and to ensure that delivery of
services is properly assessed, monitored, and managed
against these targets.” Ref 5.2.15

B. Correct. “The purpose of the information security

management practice is to protect the information
needed by the organization to conduct its business.”
Ref 5.1.3

C. Incorrect. “The purpose of the relationship

management practice is to establish and nurture the
links between the organization and its stakeholders at
strategic and tactical levels.” Ref 5.1.9

D. Incorrect. “The purpose of the monitoring and event

management practice is to systematically observe
services and service components, and record and
report selected changes of state identified as events.”
Ref 5.2.7

15 A A. Correct. “An incident is an unplanned interruption to

a service or reduction in the quality of a service.” Ref
5.2.5

B. Incorrect. “A problem is a cause, or potential cause,

of one or more incidents.” Ref 5.2.8

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 C. Incorrect. “An event is any change of state that has
significance for the management of a service or other
configuration item (CI).” Ref 5.2,7

D. Incorrect. “A release is a version of a service or other

configuration item, or a collection of configuration
items, that is made available for use.” Ref 5.2.9

16 A A. Correct. “The use of measurement is important to

this principle. It should, however, support but not
replace what is observed, as over-reliance on data
analytics and reporting can unintentionally introduce
biases and risks in decision-making.” Ref 4.3.2.2

B. Incorrect. “Taking a holistic approach to service

management includes establishing an understanding of
how all the parts of an organization work together in an
integrated way. It requires end-to-end visibility of how
demand is captured and translated into outcomes.” Ref
4.3.5

C. Incorrect. “Working together across boundaries

produces results that have greater buy-in, more
relevance to objectives, and increased likelihood of
long-term success.” Ref 4.3

D. Incorrect. “All activities conducted by the

organization should link back, directly or indirectly, to
value for itself, its customers, and other stakeholders.”
Ref 4.3.1

17 D A. Incorrect. “Configuration Item: Any component that

needs to be managed in order to deliver an IT service.”
Ref 5.2.11

B. Incorrect. “Release: A version of a service or other

configuration item, or a collection of configuration
items, that is made available for use.” Ref 5.2.9

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 C. Incorrect. “Service request: A request from a user or
a user’s authorized representative that initiates a
service action which has been agreed as a normal part
of service delivery.” Ref 5.2.16

D. Correct. “Event: Any change of state that has

significance for the management of a service or other
configuration item (CI). Events are typically recognized
through notifications created by an IT service, CI, or
monitoring tool.” Ref 4.3.1

18 B A. Incorrect. “Value stream and processes is one of the

four dimensions: Applied to the organization and its
SVS, the value streams and processes dimension is
concerned with how the various parts of the
organization work in an integrated and coordinated
way to enable value creation through products and
services. The dimension focuses on what activities the
organization undertakes and how they are organized,
as well as how the organization ensures that it is
enabling value creation for all stakeholders efficiently
and effectively.” Ref 3.4

B. Correct. “The purpose of the design and transition

value chain activity is to ensure that products and
services continually meet stakeholder expectations for
quality, costs, and time to market.” Ref 4.5.4

C. Incorrect. “Organization and People is one of the

four dimensions: The complexity of organizations is
growing, and it is important to ensure that the way an
organization is structured and managed, as well as its
roles, responsibilities, and systems of authority and
communication, is well defined and supports its overall
strategy and operating model.” Ref 3.1

D. Incorrect. “Information and Technology is one of the

four dimensions: When applied to the SVS, the
information and technology dimension includes the
information and knowledge necessary for the
management of services, as well as the technologies
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 required. It also incorporates the relationships
between different components of the SVS, such as the
inputs and outputs of activities and practices.” Ref 3.2

19 A A. Correct. “Business metrics: These can be any

business activity that is deemed useful or valuable by
the customer and used as a means of gauging the
success of the service. These can vary from some
simple transactional binary measures such as ATM or
POS terminal availability during business hours (09:00–
17:00 daily) or successful completion of business
activities such as passenger check-in.” Ref 5.2.15.1

B. Incorrect. This is an operational metric. “Operational

metrics These are the low-level indicators of various
operational activities and may include system
availability, incident response and fix times, change and
request processing times, and system response times.”
Ref 5.2.15.1

C. Incorrect. This is an operational metric. “Operational

metrics These are the low-level indicators of various
operational activities and may include system
availability, incident response and fix times, change and
request processing times, and system response times.”
Ref 5.2.15.1

D. Incorrect. This is an operational metric. “Operational

metrics These are the low-level indicators of various
operational activities and may include system
availability, incident response and fix times, change and
request processing times, and system response times.”
Ref 5.2.15.1

20 D A. Incorrect. “The ITIL SVS describes how all the

components and activities of the organization work
together as a system to enable value creation. Each
organization’s SVS has interfaces with other
organizations, forming an ecosystem that can in turn
facilitate value for those organizations, their
customers, and other stakeholders.” Ref 4.1

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 B. Incorrect. “A formal description of one or more
services, designed to address the needs of a target
consumer group. A service offering may include goods,
access to resources, and service actions.” Ref 2.3.2

C. Incorrect. “Service relationships are established

between two or more organizations to co-create value.
In a service relationship, organizations will take on the
roles of service providers or service consumers. The
two roles are not mutually exclusive, and organizations
typically both provide and consume a number of
services at any given time.” Ref 2.4

D. Correct. “A set of specialized organizational

capabilities for enabling value for customers in the
form of services.” Ref 2

21 B A. Incorrect. “The ITIL SVS describes how all the

components and activities of the organization work
together as a system to enable value creation. Each
organization’s SVS has interfaces with other
organizations, forming an ecosystem that can in turn
facilitate value for those organizations, their
customers, and other stakeholders.” Ref 4.1

B. Correct. “A guiding principle is a recommendation

that guides an organization in all circumstances,
regardless of changes in its goals, strategies, type of
work, or management structure. A guiding principle is
universal and enduring.” Ref 4.3

C. Incorrect. “Organizational governance is a system by

which an organization is directed and controlled.” Ref
2.4. Audits are used as confirmation of compliance to
controls.

D. Incorrect. “The ITIL continual improvement model

(which includes the improvement steps) can be used as
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 a high-level guide to support improvement initiatives.
Use of the model increases the likelihood that ITSM
initiatives will be successful, puts a strong focus on
customer value, and ensures that improvement efforts
can be linked back to the organization’s vision. The
model supports an iterative approach to improvement,
dividing work into manageable pieces with separate
goals that can be achieved incrementally.” Ref 4.6

22 B A. Incorrect. “’The start where you are’ principle is

having a proper understanding of the current state of
services and methods is important to selecting which
elements to re-use, alter, or build upon.” Ref 4.3.2.3

B. Correct. “The ‘focus on value’ principle is mostly

focused on the creation of value for service consumers.
However, a service also contributes to value for the
organization and other stakeholders. This value may
come in various forms, such as revenue, customer
loyalty, lower cost, or growth opportunities.” Ref 4.3.1

C. Incorrect. “The ‘optimize and automate’ principle is

focused on maximize the value of the work carried out
by their human and technical resources. Optimization
means to make something as effective and useful as it
needs to be. Before an activity can be effectively
automated, it should be optimized to whatever degree
is possible and reasonable.” Ref 4.3.7

D. Incorrect. “The ‘think and work holistically’ principle

focuses on taking a holistic approach to service
management includes establishing an understanding of
how all the parts of an organization work together in an
integrated way. It requires end-to-end visibility of how
demand is captured and translated into outcomes. In a
complex system, the alteration of one element can
impact others and, where possible, these impacts need
to be identified, analysed and planned for.” Ref 4.3.5

23 A A. Correct. “Automation typically refers to the use of

technology to perform a step or series of steps
correctly and consistently with limited or no human

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 intervention. For example, in organizations adopting
continuous deployment, it refers to the automatic and
continuous release of code from development through
to live, and often automatic testing occurring in each
environment. In its simplest form, however,
automation could also mean the standardization and
streamlining of manual tasks, such as defining the rules
of part of a process to allow decisions to be made
‘automatically’.” Ref 4.3.7.2

B. Incorrect. “The key message for ‘keep it simple’

principle is always use the minimum number of steps
to accomplish an objective. Outcome-based thinking
should be used to produce practical solutions that
deliver valuable outcomes. If a process, service, action,
or metric fails to provide value or produce a useful
outcome, then eliminate it. Although this principle may
seem obvious, it is frequently ignored, resulting in
overly complex methods of work that rarely maximize
outcomes or minimize cost.” Ref 4.3.6

C. Incorrect. “The key message of ‘progress iteratively

with feedback’ principle is to resist the temptation to
do everything at once. Even huge initiatives must be
accomplished iteratively. By organizing work into
smaller, manageable sections that can be executed and
completed in a timely manner, the focus on each effort
will be sharper and easier to maintain.” Ref 4.3.3

D. Incorrect. “The ‘think and work holistically’ principle

focuses on taking a holistic approach to service
management includes establishing an understanding of
how all the parts of an organization work together in an
integrated way. It requires end-to-end visibility of how
demand is captured and translated into outcomes. In a
complex system, the alteration of one element can
impact others and, where possible, these impacts need
to be identified, analysed and planned for.” Ref 4.3.5

24 A A. Correct. “The purpose of the change enablement

practice is to maximize the number of successful
service and product changes by ensuring that risks have
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 been properly assessed, authorizing changes to
proceed, and managing the change schedule.” Ref 5.2.4

B. Incorrect. “The purpose of the release management

practice is to make new and changed services and
features available for use.” Ref 5.2.9

C. Incorrect. “The purpose of the deployment

management practice is to move new or changed
hardware, software, documentation, processes, or any
other component to live environments. It may also be
involved in deploying components to other
environments for testing or staging.” Ref 5.3.1

D. Incorrect. “The purpose of the problem

management practice is to reduce the likelihood and
impact of incidents by identifying actual and potential
causes of incidents, and managing workarounds and
known errors.” Ref 5.2.8

25 D A. Incorrect. “The defining of measurable targets is an

activity within the ‘where do we want to be?’ step. This
step should define one or more prioritized actions
along the way to completing the vision for the
improvement, based on what is known at the starting
point. Improvement opportunities can be identified
and prioritized based on the gap analysis, and
improvement objectives can be set, along with critical
success factors (CSFs) and key performance indicators
(KPIs).” Ref 4.6.1.3

B. Incorrect. “The define improvement plan is an

activity within the ‘how do we get there?’ step. Based
on the understanding of the vision of the improvement
and the current and target states, and combining that
knowledge with subject matter expertise, a plan for
addressing the challenges of the initiative can be
created.” Ref 4.6.1.4

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 C. Incorrect. “The evaluate measurements and metrics
activity is carried out within the ‘did we get there?’
step. This step involves checking the destination of the
journey to be sure that the desired point has been
reached. For each iteration of the improvement
initiative, both the progress (have the original
objectives been achieved?) and the value (are those
objectives still relevant?) need to be checked and
confirmed. If the desired result has not been achieved,
additional actions to complete the work are selected
and undertaken, commonly resulting in a new
iteration.” Ref 4.6.1.6

D. Correct. “The perform baseline assessment activity

is performed in the ‘where are we now?’ step. The
success of an improvement initiative depends on a
clear and accurate understanding of the starting point
and the impact of the initiative. An improvement can
be thought of as a journey from Point A to Point B, and
this step clearly defines what Point A looks like. A
journey cannot be mapped out if the starting point is
not known.” Ref 4.6.1.2

26 A A. Correct. “The defining of measurable targets is an

activity within the ‘where do we want to be?’ step. This
step should define one or more prioritized actions
along the way to completing the vision for the
improvement, based on what is known at the starting
point. Improvement opportunities can be identified
and prioritized based on the gap analysis, and
improvement objectives can be set, along with critical
success factors (CSFs) and key performance indicators
(KPIs).” Ref 4.6.1.3

B. Incorrect. “The ‘what is the vision?’ step is to define

the vision of the initiative. This provides context for all
subsequent decisions and links individual actions to the
organization’s vision for the future.” Ref 4.6.1.1

C. Incorrect. “The ‘where are we now?’ step is to have

a clear and accurate understanding of the starting point
and the impact of the initiative. An improvement can
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 be thought of as a journey from Point A to Point B, and
this step clearly defines what Point A looks like. A
journey cannot be mapped out if the starting point is
not known.” Ref 4.6.1.2

D. Incorrect. “The ‘did we get there?’ step involves

checking the destination of the journey to be sure that
the desired point has been reached. For each iteration
of the improvement initiative, both the progress (have
the original objectives been achieved?) and the value
(are those objectives still relevant?) need to be checked
and confirmed. If the desired result has not been
achieved, additional actions to complete the work are
selected and undertaken, commonly resulting in a new
iteration.” Ref 4.6.1.6

27 B A. Incorrect. “The ITIL service value chain provides an

operating model for the creation, delivery, and
continual improvement of services.” Ref 4.5

B. Correct. “A service value stream is a specific

combination of activities and practices, and each one is
designed for a particular scenario. Once designed,
value streams should be subject to continual
improvement. A value stream might, for example, be
created for a situation where a user of a service needs
an incident to be resolved. The value stream will be
designed specifically to resolve this issue, and will
provide a complete guide to the activities, practices,
and roles involved.” Ref 4.5

C. Incorrect. “A guiding principle is a recommendation

that guides an organization in all circumstances,
regardless of changes in its goals, strategies, type of
work, or management structure. A guiding principle is
universal and enduring.” Ref 4.3

D. Incorrect. “A service value stream is a specific

combination of activities and practices, and each one is
designed for a particular scenario. Once designed,
value streams should be subject to continual
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 improvement. A value stream might, for example, be
created for a situation where a user of a service needs
an incident to be resolved. The value stream will be
designed specifically to resolve this issue, and will
provide a complete guide to the activities, practices,
and roles involved.” Ref 4.5

28 A A. Correct. “Some organizations use a technique called

swarming to help manage incidents. This involves many
different stakeholders working together initially until it
becomes clear which of them is best placed to continue
and which can move on to other tasks.” Ref 5.2.5

B. Incorrect. “A request from a user or a user’s

authorized representative that initiates a service action
which has been agreed as a normal part of service
delivery.” Ref 5.2.16

C. Incorrect. “Problem control are activities found in

Problem Management practice which include problem
analysis, and documenting workarounds and known
errors.” Ref 5.2.8

D. Incorrect. “Service desks provide a clear path for

users and single point of contact to report issues,
queries, and requests, and have them acknowledged,
classified, owned, and actioned.” Ref 5.2.14

29 B A,C & D. Incorrect. “Services: 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.” Ref 2.3.1

B. Correct. “Services: 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.” Ref 2.3.1

30 A A. Correct. “Problem: A cause, or potential cause, of

one or more incidents.” Ref 5.2.8

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 B. Incorrect. “Known error: A problem that has been
analysed but has not been resolved.” Ref 5.2.8

C. Incorrect. “Release: A version of a service or other

configuration item, or a collection of configuration
items, that is made available for use.” Ref 5.2.9

D. Incorrect. “Service Request: A request from a user or

a user’s authorized representative that initiates a
service action which has been agreed as a normal part
of service delivery.” Ref 5.2.16

31 B A, C & D. Incorrect. “Incidents are prioritized based on

an agreed classification to ensure that incidents with
the highest business impact are resolved first.” Ref
5.2.5

B. Correct. “Incidents are prioritized based on an

agreed classification to ensure that incidents with the
highest business impact are resolved first.” Ref 5.2.5

32 A A. Correct. “Communicate in a way the audience can

hear to bring different stakeholders into the loop, many
organizations use very traditional methods of
communication, or they use the same method for all
communication. Selecting the right method and
message for each audience is critical for success.” Ref
4.3.4.4

B. Incorrect. “Simplicity is the ultimate sophistication.

It may seem harder to simplify, but it is often more
effective. Do fewer things but do them better.
Minimizing activities to include only those with value
for one or more stakeholders will allow more focus on
the quality of those actions.” Ref 4.3.6.3

C. Incorrect. “All activities conducted by the

organization should link back, directly or indirectly, to

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 value for itself, its customers, and other stakeholders.”
Ref 4.3.1

D. Incorrect. “Resist the temptation to do everything at

once. Even huge initiatives must be accomplished
iteratively. By organizing work into smaller,
manageable sections that can be executed and
completed in a timely manner, the focus on each effort
will be sharper and easier to maintain.” Ref 4.3.3

33 A A. Correct. “Service value chain: an operating model

which outlines the key activities required to respond to
demand and facilitate value realization through the
creation and management of products and services.”
Ref 4.5

B. Incorrect. “Service value chain activities: A series of

steps an organization undertakes to create and deliver
products and services to consumers” Ref 4.5

C. Incorrect. “Service Value System: Components and

activities of the organization work together as a system
to enable value creation” Ref 4.1

D. Incorrect. “Deliver and support: A service value chain

activity to ensure that services are delivered and
supported according to agreed specifications and
stakeholders’ expectations” Ref 4.5.6

34 C A. Incorrect. “Business analysis practice supports by

helping to gather requirements for service level
management while relationship management ensures
ongoing engagement with customers. Emotional
intelligence is a competency that is required by Service
Desk practice.” Ref 5.2.15; 5.2.14

B. Incorrect. “Relationship management ensures

ongoing engagement with customers while a business
liaison is a person or entity needed that helps to
facilitate communication between two parties.
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 Emotional intelligence is a competency that is required
by Service Desk practice.” Ref 5.2.15

C. Correct. “Business analysis practice supports by

helping to gather requirements for service level
management while relationship management ensures
ongoing engagement with customers. The business
liaison is a person or entity needed that helps to
facilitate communication between two parties.” Ref
5.2.15

D. Incorrect. “Business analysis practice supports by

helping to gather requirements for service level
management while relationship management ensures
ongoing engagement with customers. The business
liaison is a person or entity needed that helps to
facilitate communication between two parties.” Ref
5.2.15

35 B A. Incorrect. “Problem identification activities identify

and log problems.” Ref 5.2.8

B. Correct. “Error control activities include managing

known errors, improve workarounds and identify
potential permanent solutions.” Ref 5.2.8

C. Incorrect. “Problem control activities include

problem analysis, and documenting workarounds and
known errors.” Ref 5.2.8

D. Incorrect. “Take action is an activity that is

performed in the continual improvement model.” Ref
4.6.1.5

36 C A. Incorrect. “The purpose of the incident management

practice is to minimize the negative impact of incidents
by restoring normal service operation as quickly as
possible.” Ref 5.2.5

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 B. Incorrect. “The purpose of the change enablement
practice is to maximize the number of successful
service and product changes by ensuring that risks have
been properly assessed, authorizing changes to
proceed, and managing the change schedule.” Ref 5.2.4

C. Correct. “The purpose of the information security

management practice is to protect the information
needed by the organization to conduct its business.
This includes understanding and managing risks to the
confidentiality, integrity, and availability of
information, as well as other aspects of information
security such as authentication (ensuring someone is
who they claim to be) and nonrepudiation (ensuring
that someone can’t deny that they took an action).” Ref
5.1.3

D. Incorrect. “The purpose of the release management

practice is to make new and changed services and
features available for use.” Ref 5.2.9

37 B A. Incorrect. “When third-party suppliers form part of

the service landscape, they should also be part of the
improvement effort. When contracting for a supplier’s
service, the contract should include details of how they
will measure, report on, and improve their services
over the life of the contract.” Ref 5.1.2

B. Correct. “Continual improvement is everyone’s

responsibility. Although there may be a group of staff
members who focus on this work full-time, it is critical
that everyone in the organization understands that
active participation in continual improvement activities
is a core part of their job.” Ref 5.1.2

C. Incorrect. “To track and manage improvement ideas

from identification through to final action,
organizations use a database or structured document
called a continual improvement register (CIR). There
can be more than one CIR in an organization, as
multiple CIRs can be maintained on individual, team,
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 departmental, business unit, and organizational levels.
Some organizations maintain a single master CIR, but
segment how it is used and by whom at a more granular
level.” Ref 5.1.2

D. Incorrect. “To track and manage improvement ideas

from identification through to final action,
organizations use a database or structured document
called a continual improvement register (CIR). There
can be more than one CIR in an organization, as
multiple CIRs can be maintained on individual, team,
departmental, business unit, and organizational levels.
Some organizations maintain a single master CIR, but
segment how it is used and by whom at a more granular
level.” Ref 5.1.2

38 D A, B & C. Incorrect. “There are many methods, models,

and techniques that can be employed for making
improvements. Different types of improvement may
call for different improvement methods. For example,
some improvements may be best organized into a
multiphase project, while others may be more
appropriate as a single quick effort. When assessing the
current state, there are many techniques that can be
employed, such as a strength, weakness, opportunity,
and threat (SWOT) analysis, a balanced scorecard
review, internal and external assessments and audits,
or perhaps even a combination of several techniques.
Organizations should develop competencies in
methodologies and techniques that will meet their
needs. Approaches to continual improvement can be
found in many places. Lean methods provide
perspectives on the elimination of waste. Agile
methods focus on making improvements incrementally
at a cadence. DevOps methods work holistically and
ensure that improvements are not only designed well,
but applied effectively. Although there are a number of
methods available, organizations should not try to
formally commit to too many different approaches. It is
a good idea to select a few key methods that are
appropriate to the types of improvement the
organization typically handles and to cultivate those
methods.” Ref 5.1.2

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 D. Correct. “There are many methods, models, and
techniques that can be employed for making
improvements. Different types of improvement may
call for different improvement methods. For example,
some improvements may be best organized into a
multiphase project, while others may be more
appropriate as a single quick effort. When assessing the
current state, there are many techniques that can be
employed, such as a strength, weakness, opportunity,
and threat (SWOT) analysis, a balanced scorecard
review, internal and external assessments and audits,
or perhaps even a combination of several techniques.
Organizations should develop competencies in
methodologies and techniques that will meet their
needs. Approaches to continual improvement can be
found in many places. Lean methods provide
perspectives on the elimination of waste. Agile
methods focus on making improvements incrementally
at a cadence. DevOps methods work holistically and
ensure that improvements are not only designed well,
but applied effectively. Although there are a number of
methods available, organizations should not try to
formally commit to too many different approaches. It is
a good idea to select a few key methods that are
appropriate to the types of improvement the
organization typically handles and to cultivate those
methods.” Ref 5.1.2

39 A A. Correct. “Release Management: To make new or

change services available for use” Ref 5.2.9

B. Incorrect. “Deployment Management: To move new

or changed hardware and software to live
environments” Ref 5.3.1

C. Incorrect. “IT Asset Management: To plan and

manage the full lifecycle of all IT assets” Ref 5.2.6

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 D. Incorrect. “Monitoring and Event Management: To
establish responses, including conditions that lead to
potential faults or incidents” Ref 5.2.7

40 D A. Incorrect. “Applied to the organization and its SVS,

the value streams and processes dimension is
concerned with how the various parts of the
organization work in an integrated and coordinated
way to enable value creation through products and
services. The dimension focuses on what activities the
organization undertakes and how they are organized,
as well as how the organization ensures that it is
enabling value creation for all stakeholders efficiently
and effectively.” Ref 3.4

B. Incorrect. “The partners and suppliers dimension

encompasses an organization’s relationships with
other organizations that are involved in the design,
development, deployment, delivery, support, and/or
continual improvement of services. It also incorporates
contracts and other agreements between the
organization and its partners or suppliers.” Ref 3.3

C. Incorrect. “The complexity of organizations is

growing, and it is important to ensure that the way an
organization is structured and managed, as well as its
roles, responsibilities, and systems of authority and
communication, is well defined and supports its overall
strategy and operating model.” Ref 3.1

D. Correct. “When applied to the SVS, the information

and technology dimension includes the information
and knowledge necessary for the management of
services, as well as the technologies required. It also
incorporates the relationships between different
components of the SVS, such as the inputs and outputs
of activities and practices.” Ref 3.2

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