ITIL® 4 Foundation

Exam
Form ID: 2005228
Multiple Choice

Instructions

1. You should attempt all 40 questions. Each question is worth one mark.

2. There is only one correct answer per question.

3. You need to answer 26 questions correctly to pass the exam.

4. Mark your answers on the answer sheet provided. Use a pencil (NOT pen).

5. You have 60 minutes to complete this exam.

6. This is a ‘closed book’ exam. No material other than the exam paper is allowed.

Candidate Number:…….…….…….……………..

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1. Which is the CORRECT approach for managing a large improvement
initiative as smaller iterations?
A. Each iteration should be designed before starting the initiative and
implemented without feedback

B. Feedback should only be taken into account when one iteration fails to
meet its objective

C. Feedback should be reduced for large improvements as it is unlikely

that circumstances will change

D. Each iteration should be continually re-evaluated based on feedback

2. Which practice has a purpose that includes aligning the organization's

practices and services with changing business needs?
A. Service level management

B. Service configuration management

C. Relationship management

D. Continual improvement

3. How are target resolution times used in the 'incident management'

practice?
A. They are agreed, documented, and communicated to help set user
expectations

B. They are established, reviewed, and reported to ensure that customers

are happy with the service

C. They are initiated, approved, and managed to ensure that predictable

responses are achieved

D. They are scheduled, assessed and authorized to reduce the risk of

service failures

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4. Why should some service requests be fulfilled with no additional
approvals?
A. To ensure that spending is properly accounted for

B. To ensure that information security requirements are met

C. To streamline the fulfilment workflow

D. To set user expectations for fulfilment times

5. Which practice involves the management of vulnerabilities that have been

analysed but not resolved?
A. Change control

B. Service request management

C. Problem management

D. Service level management

6. What is a set of specialized organizational capabilities for enabling value

for customers in the form of services?
A. Service offering

B. Service provision

C. Service management

D. Service consumption

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7. Which gives a user access to a system?
A. Service requirement

B. Service agreement

C. Service consumption

D. Service provision

8. Which statement about managing incidents is CORRECT?

A. Low impact incidents should be resolved efficiently, making logging
unnecessary

B. The 'incident management' practice should use a single process

regardless of the impact of the incident

C. Low impact incidents should be resolved efficiently so the resource

required is reduced

D. Incidents with the lowest impact should be resolved first

9. Which statement about the service value chain is CORRECT?

A. The service value chain converts value into demand

B. Each value chain activity uses different combinations of practices to

convert inputs into outputs

C. Each value chain activity identifies a requirement for resources from an

external supplier

D. The service value chain uses value streams to describe a combination

of consumers and providers

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10. Which is the BEST description of the value of a service to a customer?
A. The amount of money the customer pays for using the service

B. The financial return the customer gets from using the service

C. The outcomes the customer receives by using the service

D. The customer's perception of the benefits of using the service

11. Which describes normal changes?

A. Changes that are low-risk and pre-authorized

B. Changes that need to be scheduled and assessed following a process

C. Changes that are typically initiated as service requests

D. Changes that must be implemented as soon as possible

12. Which practice forms a link between the service provider and the users of
services?
A. Change control

B. Service level management

C. Problem management

D. Service desk

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13. Which value chain activity ensures that products meet stakeholder
expectations for quality?
A. Design and transition

B. Engage

C. Obtain/build

D. Plan

14. Which practice has a purpose to support the quality of the service by
handling all agreed user initiated service requests?
A. Change Control

B. IT asset management

C. Service desk

D. Service request management

15. What describes how components and activities work together to facilitate
value creation?
A. The ITIL service value system

B. The ITIL guiding principles

C. The four dimensions of service management

D. A service relationship

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16. Which practice involves the management of vulnerabilities that were not
identified before the service went live?
A. Service request management

B. Problem management

C. Change control

D. Service level management

17. What is the definition of a problem?

A. An unplanned interruption to a service, or reduction in the quality of a
service

B. A cause, or potential cause, of one or more incidents

C. An incident for which a full resolution is not yet available

D. Any change of state that has significance for the management of a

configuration item (CI)

18. Which statement about the use of measurement in the 'start where you
are' guiding principle is CORRECT?
A. It should always be used to support direct observation

B. It should always be used instead of direct observation

C. Measured data is always more accurate than direct observation

D. The act of measuring always positively impacts results

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19. Which ITIL practice recommends performing service reviews to ensure
that services continue to meet the needs of the organization?
A. Service desk

B. Service request management

C. Service level management

D. Service configuration management

20. Identify the missing word in the following sentence.

A change is defined as the addition, modification, or removal of anything

that could have a direct or indirect effect on [?].
A. assets

B. values

C. elements

D. services

21. What should be considered as part of the 'partners and suppliers'

dimension?
A. The level of integration and formality involved in the relationships
between organizations

B. The activities, workflows, controls and procedures needed to achieve

the agreed objectives

C. The information created, managed and used in the course of service

provision and consumption

D. The required skills and competencies of teams and individual

members of the organization

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22. 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?
A. Service management

B. Continual improvement

C. A service

D. An IT asset

23. Which skill is an essential part of the 'service level management' practice?
A. Technical knowledge

B. Listening

C. Diagnosis

D. Problem analysis

24. How should the seven guiding principles be combined when an

organization is making a decision?
A. By using all the guiding principles equally when making any decision

B. By using the one or two guiding principles that are most relevant to the
specific decision

C. By using the 'focus on value' principle and one or two others that are
relevant to the specific decision

D. Review each guiding principle to decide how relevant it is to the

specific decision

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25. Which guiding principle recommends eliminating activities that do not
contribute to the creation of value?
A. Start where you are

B. Collaborate and promote visibility

C. Keep it simple and practical

D. Optimize and automate

26. Which practice makes new services available for use?

A. Change control

B. Release management

C. Deployment management

D. IT asset management

27. Which activity contributes to the 'where are we now?' step of the 'continual
improvement' model?
A. Executing improvement actions

B. Performing baseline assessments

C. Defining the improvement plan

D. Understanding the business mission

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28. What is the purpose of the 'relationship management' practice?
A. To establish and nurture the links between the organization and its
stakeholders

B. To align the organization's practices and services with changing

business needs

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

D. To support the agreed quality of a service handling all agreed, user-

initiated service requests

29. Which guiding principle considers the importance of customer loyalty?

A. Progress iteratively with feedback

B. Focus on value

C. Optimize and automate

D. Start where you are

30. Which is a recommendation of the guiding principle 'think and work

holistically'?
A. Conduct a review of existing service management practices and
decide what to keep and what to discard

B. Review how an improvement initiative can be organized into smaller,

manageable sections that can be completed in a timely manner

C. Review service management practices and remove any unnecessary

complexity

D. Use the four dimensions of service management to ensure

coordination of all aspects of an improvement initiative

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31. What helps diagnose and resolve a simple incident?
A. Rapid escalation

B. Formation of a temporary team

C. The use of scripts

D. Problem prioritization

32. Which of these activities is carried out as part of 'problem management'?

A. Creating incident records

B. Diagnosing and resolving incidents

C. Escalating incidents to a support team for resolution

D. Trend analysis of incident records

33. Which statement about 'continual improvement' is CORRECT?

A. All improvement ideas should be logged in a single 'continual
improvement register'

B. A single team should carry out 'continual improvement' across the

organization

C. 'Continual improvement' should have minimal interaction with other

practices

D. Everyone in the organization is responsible for some aspects of

'continual improvement'

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34. Which statement about outcomes is CORRECT?
A. Outcomes are one or more services that fulfil the needs of a
service consumer

B. Service providers help service consumers achieve outcomes

C. Outcomes help service consumers achieve outputs

D. Helping service consumers achieve outcomes reduces service

provider costs

35. What impact does automation have on a service desk?

A. Less low level work and a greater ability to focus on user experience

B. Increased phone contact and a reduced ability to focus on user

experience

C. Ability to work from multiple locations, geographically dispersed

D. Ability to work from a single centralised location

36. Identify the missing word(s) in the following sentence.

The service desk should be the entry point and single point of contact for
the [?] with all of its users.
A. Service consumer

B. Service provider

C. Customer

D. Supplier

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37. Which statement about the 'change control' practice is CORRECT?
A. Standard changes are those that need to be scheduled, assessed and
authorized following a standard process

B. Normal changes are triggered by the creation of a change request

which can be created manually or automated

C. Assessment and authorization of normal changes should be expedited

to ensure they can be implemented quickly

D. There should be a separate change authority for standard changes

which includes senior managers who understand the risks involved

38. Which practice ensures that any addition, modification, or removal of

anything that could have an effect on services is assessed and
authorized?
A. Deployment management

B. Release management

C. Change control

D. Service configuration management

39. Which dimension considers data security and privacy?

A. Organizations and people

B. Information and technology

C. Partners and suppliers

D. Value streams and processes

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40. What aspect of 'service level management' asks service consumers what
their work involves and how technology helps them?
A. Customer engagement

B. Operational metrics

C. Business metrics

D. Customer feedback

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