Question 1

Which will NOT be handled as a service request?

Accepted Answer

A)  The degradation of a service 
B)  The replacement of a toner cartridge 
C)  The provision of a laptop 
D)  A complaint about a support team 
A)  The degradation of a service 
B)  The replacement of a toner cartridge 
C)  The provision of a laptop 
D)  A complaint about a support team

Question 2

Which guiding principle considers the importance of customer loyalty?

Accepted Answer

A)  Progress iteratively with feedback 
B)  Focus on value 
C)  Optimize and automate 
D)  Start where you are 
A)  Progress iteratively with feedback 
B)  Focus on value 
C)  Optimize and automate 
D)  Start where you are

Question 3

Which describes a standard change?

Accepted Answer

A)  A change that needs to be scheduled, assessed and authorized following a defined process 
B)  A change that is typically implemented as a service request 
C)  A high-risk change that needs very thorough assessment 
D)  A change that must be implemented as soon as possible 
A)  A change that needs to be scheduled, assessed and authorized following a defined process 
B)  A change that is typically implemented as a service request 
C)  A high-risk change that needs very thorough assessment 
D)  A change that must be implemented as soon as possible

Question 4

Which two statements about an organization's culture are CORRECT? It is created from shared values based on how it carries out its work It is determined by the type of technology used to support services It should be based on the culture of prospective suppliers It should be based on the objectives of the organization

Accepted Answer

A)  1 and 2 
B)  2 and 3 
C)  3 and 4 
D)  1 and 4 
A)  1 and 2 
B)  2 and 3 
C)  3 and 4 
D)  1 and 4

Question 5

What are typically recognized through notifications created by an IT service, CI or monitoring tool?

Accepted Answer

A)  Incidents 
B)  Problems 
C)  Events 
D)  Requests 
A)  Incidents 
B)  Problems 
C)  Events 
D)  Requests

Question 6

Which practice establishes a channel between the service provider and its users?

Accepted Answer

A)  Relationship management 
B)  Change enablement 
C)  Supplier management 
D)  Service desk 
A)  Relationship management 
B)  Change enablement 
C)  Supplier management 
D)  Service desk

Question 7

Identify the missing word in the following sentence. The use of [?] should support, not replace what is observed, when using the 'start where you are' guiding principle.

Accepted Answer

A)  measurement 
B)  tools 
C)  plans 
D)  process 
A)  measurement 
B)  tools 
C)  plans 
D)  process

Question 8

Which TWO statements about an organization's culture are CORRECT? (Choose two.) It is created from shared values based on how it carries out its work It is determined by the type of technology used to support services It should be based on the culture of prospective suppliers It should be based on the objectives of the organization

Accepted Answer

A)  1 and 2 
B)  2 and 3 
C)  3 and 4 
D)  1 and 4 
A)  1 and 2 
B)  2 and 3 
C)  3 and 4 
D)  1 and 4

Question 9

What is a change schedule used for?

Accepted Answer

A)  To help plan emergency changes 
B)  To help authorize standard changes 
C)  To help assign a change authority 
D)  To help manage normal changes 
A)  To help plan emergency changes 
B)  To help authorize standard changes 
C)  To help assign a change authority 
D)  To help manage normal changes

Question 10

Which activity is part of the 'continual improvement' practice?

Accepted Answer

A)  Identifying and logging opportunities 
B)  Delivering tactical and operational engagement with customers 
C)  Populating and maintaining the asset register 
D)  Providing a clear path for users to report issues, queries, and requests 
A)  Identifying and logging opportunities 
B)  Delivering tactical and operational engagement with customers 
C)  Populating and maintaining the asset register 
D)  Providing a clear path for users to report issues, queries, and requests

Question 11

Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?

Accepted Answer

A)  Service configuration management 
B)  Service desk 
C)  Problem management 
D)  Deployment management 
A)  Service configuration management 
B)  Service desk 
C)  Problem management 
D)  Deployment management

Question 12

Which statement about value creating activities is CORRECT?

Accepted Answer

A)  Each value stream should be designed with a specific combination of service value chain activities 
B)  Service value chain activities have pre-determined dependencies on ITIL practices 
C)  A value stream is an operating model for creating value through products and services 
D)  Organizations should ensure that each value stream is applicable to many scenarios 
A)  Each value stream should be designed with a specific combination of service value chain activities 
B)  Service value chain activities have pre-determined dependencies on ITIL practices 
C)  A value stream is an operating model for creating value through products and services 
D)  Organizations should ensure that each value stream is applicable to many scenarios

Question 13

What is a service?

Accepted Answer

A)  A possible event that could cause harm or loss, or make it more difficult to achieve objectives 
B)  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 
C)  A tangible or intangible deliverable of an activity 
D)  Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings 
A)  A possible event that could cause harm or loss, or make it more difficult to achieve objectives 
B)  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 
C)  A tangible or intangible deliverable of an activity 
D)  Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings

Question 14

Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?

Accepted Answer

A)  Progress iteratively with feedback 
B)  Focus on value 
C)  Think and work holistically 
D)  Keep it simple and practical 
A)  Progress iteratively with feedback 
B)  Focus on value 
C)  Think and work holistically 
D)  Keep it simple and practical

Question 15

Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

Accepted Answer

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 
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

Question 16

Which practice recommends using tools for collaboration and the automated matching of symptoms?

Accepted Answer

A)  Problem management 
B)  Service level management 
C)  Incident management 
D)  Service request management 
A)  Problem management 
B)  Service level management 
C)  Incident management 
D)  Service request management

Question 17

Which is an example of a business related measurement?

Accepted Answer

A)  The number of passengers checked in 
B)  The average time to response to change requests 
C)  The average resolution time for incidents 
D)  The number of problems resolved 
A)  The number of passengers checked in 
B)  The average time to response to change requests 
C)  The average resolution time for incidents 
D)  The number of problems resolved

Question 18

What is the definition of a known error?

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)  A problem that has been analyzed and has not been resolved 
D)  Any change of state that has significance for the management of a service or other 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)  A problem that has been analyzed and has not been resolved 
D)  Any change of state that has significance for the management of a service or other configuration item (CI)

Question 19

Which two statements about the guiding principles are CORRECT? 1. The guiding principles support continual improvement
2) Each guiding principle applies to a selection of the available stakeholder groups
3) Organizations should decide which one of the guiding principles is relevant to them
4) Organizations should consider how the guiding principles interact with each other

Accepted Answer

A)  1 and 2 
B)  2 and 3 
C)  3 and 4 
D)  1 and 4 
A)  1 and 2 
B)  2 and 3 
C)  3 and 4 
D)  1 and 4

Question 20

Which competencies are required by the 'service level management' practice?

Accepted Answer

A)  Problem investigation and resolution 
B)  Business analysis and commercial management 
C)  Incident analysis and prioritization 
D)  Balanced scorecard reviews and maturity assessment 
A)  Problem investigation and resolution 
B)  Business analysis and commercial management 
C)  Incident analysis and prioritization 
D)  Balanced scorecard reviews and maturity assessment

Which will NOT be handled as a service request?

Which guiding principle considers the importance of customer loyalty?

Which describes a standard change?

What are typically recognized through notifications created by an IT service, CI or monitoring tool?

Which practice establishes a channel between the service provider and its users?

Identify the missing word in the following sentence. The use of [?] should support, not replace what is observed, when using the 'start where you are' guiding principle.

What is a change schedule used for?

Which activity is part of the 'continual improvement' practice?

Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?

Which statement about value creating activities is CORRECT?

What is a service?

Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?

Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

Which practice recommends using tools for collaboration and the automated matching of symptoms?

Which is an example of a business related measurement?

What is the definition of a known error?

Which competencies are required by the 'service level management' practice?

ITIL Practitioner

ITIL Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

Filters

Exam 3: ITIL 4 Foundation

Which will NOT be handled as a service request?

Which guiding principle considers the importance of customer loyalty?

Which describes a standard change?

What are typically recognized through notifications created by an IT service, CI or monitoring tool?

Which practice establishes a channel between the service provider and its users?

Identify the missing word in the following sentence. The use of [?] should support, not replace what is observed, when using the 'start where you are' guiding principle.

What is a change schedule used for?

Which activity is part of the 'continual improvement' practice?

Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?

Which statement about value creating activities is CORRECT?

What is a service?

Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?

Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

Which practice recommends using tools for collaboration and the automated matching of symptoms?

Which is an example of a business related measurement?

What is the definition of a known error?

Which competencies are required by the 'service level management' practice?

ITIL Practitioner

ITIL Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

Filters