Question 1

What is the expected outcome from using a service value chain?

Accepted Answer

A)  Service value streams 
B)  Customer engagement 
C)  Value realization 
D)  The application of practices 
A)  Service value streams 
B)  Customer engagement 
C)  Value realization 
D)  The application of practices

Question 2

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

Accepted Answer

A)  To ensure services achieve agreed and expected performance 
B)  To make new or changed services available for use 
C)  To move new or changed components to live environments 
D)  To set clear business-based targets for service performance 
A)  To ensure services achieve agreed and expected performance 
B)  To make new or changed services available for use 
C)  To move new or changed components to live environments 
D)  To set clear business-based targets for service performance

Question 3

Which ITIL practice has a purpose that includes reducing the likelihood of incidents?

Accepted Answer

A)  Change control 
B)  Continual improvement 
C)  Problem management 
D)  Service desk 
A)  Change control 
B)  Continual improvement 
C)  Problem management 
D)  Service desk

Question 4

What is the purpose of the 'monitoring and event management' practice?

Accepted Answer

A)  To restore normal service operation as quickly as possible 
B)  To manage workarounds and known errors 
C)  To capture demand for incident resolution and service requests 
D)  To systematically observe services and service components 
A)  To restore normal service operation as quickly as possible 
B)  To manage workarounds and known errors 
C)  To capture demand for incident resolution and service requests 
D)  To systematically observe services and service components

Question 5

Which statement about service desks is CORRECT?

Accepted Answer

A)  The service desk should work in close collaboration with support and development teams 
B)  The service desk should rely on self-service portals instead of escalation to support teams 
C)  The service desk should remain isolated from technical support teams 
D)  The service desk should escalate all technical issues to support and development teams 
A)  The service desk should work in close collaboration with support and development teams 
B)  The service desk should rely on self-service portals instead of escalation to support teams 
C)  The service desk should remain isolated from technical support teams 
D)  The service desk should escalate all technical issues to support and development teams

Question 6

Which statement about outcomes is CORRECT ?

Accepted Answer

A)  They are deliverables provided to service consumers. 
B)  They allow service consumers to achieve a desired result. 
C)  They provide products to service providers based on outputs. 
D)  The co-create value for service providers by reducing costs and risks. 
A)  They are deliverables provided to service consumers. 
B)  They allow service consumers to achieve a desired result. 
C)  They provide products to service providers based on outputs. 
D)  The co-create value for service providers by reducing costs and risks.

Question 7

Which is provided by the 'engage' value chain activity?

Accepted Answer

A)  Ensuring that stakeholder expectations for quality are met 
B)  Ensuring that stakeholder needs are understood by the organization 
C)  Ensuring that service components are available when needed 
D)  Ensuring that services are operated to meet agreed specifications 
A)  Ensuring that stakeholder expectations for quality are met 
B)  Ensuring that stakeholder needs are understood by the organization 
C)  Ensuring that service components are available when needed 
D)  Ensuring that services are operated to meet agreed specifications

Question 8

Which gives a user access to a system?

Accepted Answer

A)  Service requirement 
B)  Service agreement 
C)  Service consumption 
D)  Service provision 
A)  Service requirement 
B)  Service agreement 
C)  Service consumption 
D)  Service provision

Question 9

What is used to link activities within the service value chain?

Accepted Answer

A)  Service level agreements 
B)  Inputs, outputs and triggers 
C)  Opportunity, demand and value 
D)  Service desk 
A)  Service level agreements 
B)  Inputs, outputs and triggers 
C)  Opportunity, demand and value 
D)  Service desk

Question 10

What is the definition of warranty?

Accepted Answer

A)  A means of identifying events that could cause harm or loss 
B)  A means of determining whether a service is fit for purpose 
C)  A means of identifying a result for a stakeholder 
D)  A means of determining whether a service is fit for use 
A)  A means of identifying events that could cause harm or loss 
B)  A means of determining whether a service is fit for purpose 
C)  A means of identifying a result for a stakeholder 
D)  A means of determining whether a service is fit for use

Question 11

Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

Accepted Answer

A)  Progress iteratively with feedback 
B)  Keep is simple and practical 
C)  Start where you are 
D)  Focus on value 
A)  Progress iteratively with feedback 
B)  Keep is simple and practical 
C)  Start where you are 
D)  Focus on value

Question 12

Which statement about the 'continual improvement model' is CORRECT?

Accepted Answer

A)  Organizations should work through the steps of the model in the sequence in which they are presented 
B)  The flow of the model helps organizations to link improvements to its goals 
C)  The model is applicable to only certain parts of the service value system 
D)  Organizations should use an additional model or method to link improvements to customer value 
A)  Organizations should work through the steps of the model in the sequence in which they are presented 
B)  The flow of the model helps organizations to link improvements to its goals 
C)  The model is applicable to only certain parts of the service value system 
D)  Organizations should use an additional model or method to link improvements to customer value

Question 13

What is a recommendation of the 'focus on value' guiding principle?

Accepted Answer

A)  Make 'focus on value' a responsibility of the management 
B)  Focus on the value of new and significant projects first 
C)  Focus on value for the service provider first 
D)  Focus on value at every step of the improvement 
A)  Make 'focus on value' a responsibility of the management 
B)  Focus on the value of new and significant projects first 
C)  Focus on value for the service provider first 
D)  Focus on value at every step of the improvement

Question 14

Which guiding principle considers how the steps of a process can be performed as efficiently as possible?

Accepted Answer

A)  Start where you are 
B)  Focus on value 
C)  Think and work holistically 
D)  Optimize and automate 
A)  Start where you are 
B)  Focus on value 
C)  Think and work holistically 
D)  Optimize and automate

Question 15

When planning 'continual improvement', which approach for assessing the current state of a service is CORRECT?

Accepted Answer

A)  An organization should always use a single technique to ensure metrics are consistent 
B)  An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis 
C)  An organization should always develop competencies in methodologies and techniques that will meet their needs 
D)  An organization should always use an approach that combines Lean, Agile and DevOps methodologies 
A)  An organization should always use a single technique to ensure metrics are consistent 
B)  An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis 
C)  An organization should always develop competencies in methodologies and techniques that will meet their needs 
D)  An organization should always use an approach that combines Lean, Agile and DevOps methodologies

Question 16

Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?

Accepted Answer

A)  Progress iteratively with feedback 
B)  Collaborate and promote visibility 
C)  Think and work holistically 
D)  Keep it simple and practical 
A)  Progress iteratively with feedback 
B)  Collaborate and promote visibility 
C)  Think and work holistically 
D)  Keep it simple and practical

Question 17

Which is considered by the 'partners and suppliers' dimension?

Accepted Answer

A)  Using artificial intelligence 
B)  Defining controls and procedures 
C)  Using formal roles and responsibilities 
D)  Working with an integrator to manage relationships 
A)  Using artificial intelligence 
B)  Defining controls and procedures 
C)  Using formal roles and responsibilities 
D)  Working with an integrator to manage relationships

Question 18

Which guiding principle recommends eliminating activities that do not contribute to the creation of value?

Accepted Answer

A)  Start where you are 
B)  Collaborate and promote visibility 
C)  Keep it simple and practical 
D)  Optimize and automate 
A)  Start where you are 
B)  Collaborate and promote visibility 
C)  Keep it simple and practical 
D)  Optimize and automate

Question 19

Why should some service requests be fulfilled with no additional approvals?

Accepted Answer

A)  To ensure that spending is properly accounted for 
B)  To ensure that information security requirements are met 
C)  To streamline the fulfillment workflow 
D)  To set user expectations for fulfillment times 
A)  To ensure that spending is properly accounted for 
B)  To ensure that information security requirements are met 
C)  To streamline the fulfillment workflow 
D)  To set user expectations for fulfillment times

Question 20

Identify the missing word in the following sentence. A user is [?] that uses services.

Accepted Answer

A)  an organization 
B)  a role 
C)  a team 
D)  a supplier 
A)  an organization 
B)  a role 
C)  a team 
D)  a supplier

What is the expected outcome from using a service value chain?

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

Which ITIL practice has a purpose that includes reducing the likelihood of incidents?

What is the purpose of the 'monitoring and event management' practice?

Which statement about service desks is CORRECT?

Which statement about outcomes is CORRECT ?

Which is provided by the 'engage' value chain activity?

Which gives a user access to a system?

What is used to link activities within the service value chain?

What is the definition of warranty?

Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

Which statement about the 'continual improvement model' is CORRECT?

What is a recommendation of the 'focus on value' guiding principle?

Which guiding principle considers how the steps of a process can be performed as efficiently as possible?

When planning 'continual improvement', which approach for assessing the current state of a service is CORRECT?

Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?

Which is considered by the 'partners and suppliers' dimension?

Which guiding principle recommends eliminating activities that do not contribute to the creation of value?

Why should some service requests be fulfilled with no additional approvals?

Identify the missing word in the following sentence. A user is [?] that uses services.

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

What is the expected outcome from using a service value chain?

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

Which ITIL practice has a purpose that includes reducing the likelihood of incidents?

What is the purpose of the 'monitoring and event management' practice?

Which statement about service desks is CORRECT?

Which statement about outcomes is CORRECT ?

Which is provided by the 'engage' value chain activity?

Which gives a user access to a system?

What is used to link activities within the service value chain?

What is the definition of warranty?

Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

Which statement about the 'continual improvement model' is CORRECT?

What is a recommendation of the 'focus on value' guiding principle?

Which guiding principle considers how the steps of a process can be performed as efficiently as possible?

When planning 'continual improvement', which approach for assessing the current state of a service is CORRECT?

Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?

Which is considered by the 'partners and suppliers' dimension?

Which guiding principle recommends eliminating activities that do not contribute to the creation of value?

Why should some service requests be fulfilled with no additional approvals?

Identify the missing word in the following sentence. A user is [?] that uses services.

ITIL Practitioner

ITIL Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

Filters