Question 1

Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?

Accepted Answer

A)  Problem management 
B)  Supplier management 
C)  Release management 
D)  Service desk 
A)  Problem management 
B)  Supplier management 
C)  Release management 
D)  Service desk

Question 2

What is a definition of a problem?

Accepted Answer

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) 
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)

Question 3

Which function is responsible for the management of a data centre?

Accepted Answer

A)  Technical management 
B)  Service desk 
C)  Application management 
D)  Facilities management 
A)  Technical management 
B)  Service desk 
C)  Application management 
D)  Facilities management

Question 4

Which should be handled by 'service request management'?

Accepted Answer

A)  A request to implement a security patch 
B)  A request to provide a laptop 
C)  A request to resolve an error in a service 
D)  A request to change a target in a service level agreement 
A)  A request to implement a security patch 
B)  A request to provide a laptop 
C)  A request to resolve an error in a service 
D)  A request to change a target in a service level agreement

Question 5

What must always be done before an activity is automated?

Accepted Answer

A)  Check that the activity has already been optimized 
B)  Check that suitable new technology has been purchased 
C)  Ensure that DevOps has been successfully implemented 
D)  Ensure the solution removes the need for human intervention 
A)  Check that the activity has already been optimized 
B)  Check that suitable new technology has been purchased 
C)  Ensure that DevOps has been successfully implemented 
D)  Ensure the solution removes the need for human intervention

Question 6

Which guiding principle recommends standardizing and streamlining manual tasks?

Accepted Answer

A)  Optimize and automate 
B)  Collaborate and promote visibility 
C)  Focus on value 
D)  Think and work holistically 
A)  Optimize and automate 
B)  Collaborate and promote visibility 
C)  Focus on value 
D)  Think and work holistically

Question 7

What should a release policy include?

Accepted Answer

A)  The process owner and process manager for each type of release 
B)  The roles and responsibilities for incident and problem resolution 
C)  The naming convention and expected frequency of each type of release 
D)  The naming convention for all configuration items (CI) recorded in the configuration management system (CMS) 
A)  The process owner and process manager for each type of release 
B)  The roles and responsibilities for incident and problem resolution 
C)  The naming convention and expected frequency of each type of release 
D)  The naming convention for all configuration items (CI) recorded in the configuration management system (CMS)

Question 8

Which dimension includes the knowledge needed for the management of services?

Accepted Answer

A)  Organizations and people 
B)  Value streams and processes 
C)  Information and technology 
D)  Partners and suppliers 
A)  Organizations and people 
B)  Value streams and processes 
C)  Information and technology 
D)  Partners and suppliers

Question 9

Which two practices use workarounds?

Accepted Answer

A)  Change enablement and continual improvement 
B)  Change enablement and problem management 
C)  Problem management and incident management 
D)  Incident management and continual improvement 
A)  Change enablement and continual improvement 
B)  Change enablement and problem management 
C)  Problem management and incident management 
D)  Incident management and continual improvement

Question 10

Which statement about 'continual improvement' is CORRECT?

Accepted Answer

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' 
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'

Question 11

Which is a service request?

Accepted Answer

A)  Requesting a workaround for an issue 
B)  Requesting information about how to create a document 
C)  Requesting an enhancement to an application 
D)  Requesting investigation of a degraded service 
A)  Requesting a workaround for an issue 
B)  Requesting information about how to create a document 
C)  Requesting an enhancement to an application 
D)  Requesting investigation of a degraded service

Question 12

Which is a supplier category?

Accepted Answer

A)  Technical 
B)  Commodity 
C)  Customer 
D)  Resource 
A)  Technical 
B)  Commodity 
C)  Customer 
D)  Resource

Question 13

Which statement about the 'service request management' practice is CORRECT?

Accepted Answer

A)  Service requests are fulfilled using simple workflows 
B)  A new workflow is created for each type of request 
C)  Additional approval is sometimes needed for restoration of service 
D)  Financial authorization is sometimes required for service requests 
A)  Service requests are fulfilled using simple workflows 
B)  A new workflow is created for each type of request 
C)  Additional approval is sometimes needed for restoration of service 
D)  Financial authorization is sometimes required for service requests

Question 14

What is an IT asset?

Accepted Answer

A)  Any financially valuable component that can contribute to delivery of an IT product or service 
B)  Any component that needs to be managed in order to deliver a service 
C)  A request from a user mat initiates a service action 
D)  The removal of anything that could have a direct or indirect effect on services 
A)  Any financially valuable component that can contribute to delivery of an IT product or service 
B)  Any component that needs to be managed in order to deliver a service 
C)  A request from a user mat initiates a service action 
D)  The removal of anything that could have a direct or indirect effect on services

Question 15

Which usually requires a team of representatives from many stakeholder groups?

Accepted Answer

A)  Fulfilling a service request 
B)  Authorizing an emergency change 
C)  Logging a new problem 
D)  Investigating a major incident 
A)  Fulfilling a service request 
B)  Authorizing an emergency change 
C)  Logging a new problem 
D)  Investigating a major incident

Question 16

What is the purpose of the 'information security management' practice?

Accepted Answer

A)  To protect the information needed by the organization to conduct its business 
B)  To observe services and service components 
C)  To ensure that accurate and reliable information about the configuration of services is available when and where it is needed 
D)  To plan and manage the full lifecycle of all IT assets 
A)  To protect the information needed by the organization to conduct its business 
B)  To observe services and service components 
C)  To ensure that accurate and reliable information about the configuration of services is available when and where it is needed 
D)  To plan and manage the full lifecycle of all IT assets

Question 17

A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?

Accepted Answer

A)  As a change request 
B)  As a service request 
C)  As an event 
D)  As a problem 
A)  As a change request 
B)  As a service request 
C)  As an event 
D)  As a problem

Question 18

Which is a result of applying the guiding principle 'progress iteratively with feedback'?

Accepted Answer

A)  The ability to discover and respond to failure earlier 
B)  Standardization of practices and services 
C)  Understanding the customer's perception of value 
D)  Understanding the current state and identifying what can be reused 
A)  The ability to discover and respond to failure earlier 
B)  Standardization of practices and services 
C)  Understanding the customer's perception of value 
D)  Understanding the current state and identifying what can be reused

Question 19

What is the purpose of the 'problem management' practice?

Accepted Answer

A)  To protect the information needed by the organization to conduct its business 
B)  To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors 
C)  To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services 
D)  To minimize the negative impact of incidents by restoring normal service operation as quickly as possible 
A)  To protect the information needed by the organization to conduct its business 
B)  To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors 
C)  To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services 
D)  To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

Question 20

Identify the missing word in the following sentence. The purpose of the service configuration management practice is to ensure that accurate and reliable information about the [?], and the CIs that support them, is available when and where it is needed.

Accepted Answer

A)  relationships with suppliers 
B)  configuration of services 
C)  skills of people 
D)  authorization of changes 
A)  relationships with suppliers 
B)  configuration of services 
C)  skills of people 
D)  authorization of changes

Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?

What is a definition of a problem?

Which function is responsible for the management of a data centre?

Which should be handled by 'service request management'?

What must always be done before an activity is automated?

Which guiding principle recommends standardizing and streamlining manual tasks?

What should a release policy include?

Which dimension includes the knowledge needed for the management of services?

Which two practices use workarounds?

Which statement about 'continual improvement' is CORRECT?

Which is a service request?

Which is a supplier category?

Which statement about the 'service request management' practice is CORRECT?

What is an IT asset?

Which usually requires a team of representatives from many stakeholder groups?

What is the purpose of the 'information security management' practice?

A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?

Which is a result of applying the guiding principle 'progress iteratively with feedback'?

What is the purpose of the 'problem management' practice?

Identify the missing word in the following sentence. The purpose of the service configuration management practice is to ensure that accurate and reliable information about the [?], and the CIs that support them, is available when and where it is needed.

ITIL Practitioner

ITIL Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

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Exam 3: ITIL 4 Foundation

Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?

What is a definition of a problem?

Which function is responsible for the management of a data centre?

Which should be handled by 'service request management'?

What must always be done before an activity is automated?

Which guiding principle recommends standardizing and streamlining manual tasks?

What should a release policy include?

Which dimension includes the knowledge needed for the management of services?

Which two practices use workarounds?

Which statement about 'continual improvement' is CORRECT?

Which is a service request?

Which is a supplier category?

Which statement about the 'service request management' practice is CORRECT?

What is an IT asset?

Which usually requires a team of representatives from many stakeholder groups?

What is the purpose of the 'information security management' practice?

A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?

Which is a result of applying the guiding principle 'progress iteratively with feedback'?

What is the purpose of the 'problem management' practice?

Identify the missing word in the following sentence. The purpose of the service configuration management practice is to ensure that accurate and reliable information about the [?], and the CIs that support them, is available when and where it is needed.

ITIL Practitioner

ITIL Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

Filters