Question 1

Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?

Accepted Answer

A)  Service-based SLA view 
B)  Wholesale customer view 
C)  Retail customer view 
D)  Supporting services view 
A)  Service-based SLA view 
B)  Wholesale customer view 
C)  Retail customer view 
D)  Supporting services view

Question 2

Which practice requires skills and competencies related to business analysis, supplier management and relationship management?

Accepted Answer

A)  Monitoring and event management 
B)  Incident management 
C)  Service level management 
D)  IT asset management 
A)  Monitoring and event management 
B)  Incident management 
C)  Service level management 
D)  IT asset management

Question 3

Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

Accepted Answer

A)  Incident management 
B)  Problem management 
C)  Continual improvement 
D)  Service request management 
A)  Incident management 
B)  Problem management 
C)  Continual improvement 
D)  Service request management

Question 4

What is important for a 'continual improvement register' (CIR)?

Accepted Answer

A)  Improvement ideas are documented, assessed and prioritized 
B)  Improvement ideas from many sources are kept in a single CIR 
C)  Improvement ideas that are not being actioned immediately are removed from the CIR 
D)  Improvement ideas are tested, funded and agreed 
A)  Improvement ideas are documented, assessed and prioritized 
B)  Improvement ideas from many sources are kept in a single CIR 
C)  Improvement ideas that are not being actioned immediately are removed from the CIR 
D)  Improvement ideas are tested, funded and agreed

Question 5

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

Accepted Answer

A)  Continual improvement participation should be limited to a small dedicated team. 
B)  It is the role of senior management to authorize improvement initiatives. 
C)  Training should be provided to those involved in continual improvement. 
D)  A single continual improvement register should be maintained by senior management. 
A)  Continual improvement participation should be limited to a small dedicated team. 
B)  It is the role of senior management to authorize improvement initiatives. 
C)  Training should be provided to those involved in continual improvement. 
D)  A single continual improvement register should be maintained by senior management.

Question 6

Which is a purpose of the 'relationship management' practice?

Accepted Answer

A)  To systematically observe services and service components 
B)  To protect the information needed by the organization to conduct its business 
C)  To be the entry point and single point of contact for the service provider with all of its users 
D)  To identify, analyze, monitor, and continually improve links with stakeholders 
A)  To systematically observe services and service components 
B)  To protect the information needed by the organization to conduct its business 
C)  To be the entry point and single point of contact for the service provider with all of its users 
D)  To identify, analyze, monitor, and continually improve links with stakeholders

Question 7

Which is a purpose of release management?

Accepted Answer

A)  To protect the organization's information 
B)  To handle user-initiated service requests 
C)  To make new and changed services available for use 
D)  To move hardware and software to live environments 
A)  To protect the organization's information 
B)  To handle user-initiated service requests 
C)  To make new and changed services available for use 
D)  To move hardware and software to live environments

Question 8

What is an incident?

Accepted Answer

A)  The planned removal of an item that might affect a service 
B)  A result enabled by one or more outputs 
C)  A possible future event that could cause harm 
D)  A service interruption resolved by the use of self-help tools 
A)  The planned removal of an item that might affect a service 
B)  A result enabled by one or more outputs 
C)  A possible future event that could cause harm 
D)  A service interruption resolved by the use of self-help tools

Question 9

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

Accepted Answer

A)  To protect the information needed by the organization to conduct its business 
B)  To make new and changed services and features available for use 
C)  To move new or changed components to live environments 
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 make new and changed services and features available for use 
C)  To move new or changed components to live environments 
D)  To plan and manage the full lifecycle of all IT assets.

Question 10

The configuration management system is part of which system?

Accepted Answer

A)  The availability management information system 
B)  The capacity management information system 
C)  The information security management system 
D)  The service knowledge management system 
A)  The availability management information system 
B)  The capacity management information system 
C)  The information security management system 
D)  The service knowledge management system

Question 11

What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?

Accepted Answer

A)  Restricting information about the improvement to essential stakeholders only. 
B)  Increasing collaboration and visibility for the improvement. 
C)  Involving customers after all planning has been completed. 
D)  Engaging every stakeholder group in the same way, with the same communication. 
A)  Restricting information about the improvement to essential stakeholders only. 
B)  Increasing collaboration and visibility for the improvement. 
C)  Involving customers after all planning has been completed. 
D)  Engaging every stakeholder group in the same way, with the same communication.

Question 12

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 configuration of services, and the [?] that support them, is available when and where it is needed.

Accepted Answer

A)  suppliers 
B)  CIs 
C)  customers 
D)  assets 
A)  suppliers 
B)  CIs 
C)  customers 
D)  assets

Question 13

Which guiding principle helps to ensure that better information is available for decision making?

Accepted Answer

A)  Keep it simple and practical 
B)  Think and work holistically 
C)  Optimize and automate 
D)  Collaborate and promote visibility 
A)  Keep it simple and practical 
B)  Think and work holistically 
C)  Optimize and automate 
D)  Collaborate and promote visibility

Question 14

Which statement about outcome is CORRECT?

Accepted Answer

A)  Outcomes rely on outputs to deliver results for a stakeholder 
B)  Outcomes use activities to produce tangible or intangible deliverables 
C)  Outcomes give service consumers assurance of products or services 
D)  Outcomes help a service consumer to assess the cost of a specific activity 
A)  Outcomes rely on outputs to deliver results for a stakeholder 
B)  Outcomes use activities to produce tangible or intangible deliverables 
C)  Outcomes give service consumers assurance of products or services 
D)  Outcomes help a service consumer to assess the cost of a specific activity

Question 15

Which practice has a purpose that includes managing risks relating to confidentiality, integrity and availability?

Accepted Answer

A)  Information security management 
B)  Change enablement 
C)  Problem management 
D)  Service configuration management 
A)  Information security management 
B)  Change enablement 
C)  Problem management 
D)  Service configuration management

Question 16

How should an organization prioritize incidents?

Accepted Answer

A)  Ask the user for their preferred resolution timeframe. 
B)  Assess the availability of the appropriate support team. 
C)  Use an agreed classification which is based on the business impact of the incident. 
D)  Create an order of incidents based on the dates and times when they were logged. 
A)  Ask the user for their preferred resolution timeframe. 
B)  Assess the availability of the appropriate support team. 
C)  Use an agreed classification which is based on the business impact of the incident. 
D)  Create an order of incidents based on the dates and times when they were logged.

Question 17

Which practice coordinates the classification, ownership and communication of service requests and incidents?

Accepted Answer

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

Question 18

Which is included in the purpose of the 'design and transition' value chain activity?

Accepted Answer

A)  Ensuring that service components are available when needed 
B)  Providing transparency and good stakeholder relationships 
C)  Supporting services according to specifications 
D)  Continually meeting stakeholder expectations for costs 
A)  Ensuring that service components are available when needed 
B)  Providing transparency and good stakeholder relationships 
C)  Supporting services according to specifications 
D)  Continually meeting stakeholder expectations for costs

Question 19

Identify the missing words in the following sentence. When an organization has decided to improve a service, it should start by considering [?].

Accepted Answer

A)  existing information 
B)  new methods 
C)  additional measurements 
D)  revised processes 
A)  existing information 
B)  new methods 
C)  additional measurements 
D)  revised processes

Question 20

What is defined as a cause, or potential cause, of one or more incidents?

Accepted Answer

A)  Change 
B)  Event 
C)  Known error 
D)  Problem 
A)  Change 
B)  Event 
C)  Known error 
D)  Problem

Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?

Which practice requires skills and competencies related to business analysis, supplier management and relationship management?

Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

What is important for a 'continual improvement register' (CIR)?

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

Which is a purpose of the 'relationship management' practice?

Which is a purpose of release management?

What is an incident?

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

The configuration management system is part of which system?

What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?

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 configuration of services, and the [?] that support them, is available when and where it is needed.

Which guiding principle helps to ensure that better information is available for decision making?

Which statement about outcome is CORRECT?

Which practice has a purpose that includes managing risks relating to confidentiality, integrity and availability?

How should an organization prioritize incidents?

Which practice coordinates the classification, ownership and communication of service requests and incidents?

Which is included in the purpose of the 'design and transition' value chain activity?

Identify the missing words in the following sentence. When an organization has decided to improve a service, it should start by considering [?].

What is defined as a cause, or potential cause, of one or more incidents?

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 service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?

Which practice requires skills and competencies related to business analysis, supplier management and relationship management?

Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

What is important for a 'continual improvement register' (CIR)?

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

Which is a purpose of the 'relationship management' practice?

Which is a purpose of release management?

What is an incident?

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

The configuration management system is part of which system?

What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?

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 configuration of services, and the [?] that support them, is available when and where it is needed.

Which guiding principle helps to ensure that better information is available for decision making?

Which statement about outcome is CORRECT?

Which practice has a purpose that includes managing risks relating to confidentiality, integrity and availability?

How should an organization prioritize incidents?

Which practice coordinates the classification, ownership and communication of service requests and incidents?

Which is included in the purpose of the 'design and transition' value chain activity?

Identify the missing words in the following sentence. When an organization has decided to improve a service, it should start by considering [?].

What is defined as a cause, or potential cause, of one or more incidents?

ITIL Practitioner

ITIL Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

Filters