ITIL 4 Foundation

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NO.1 Which guiding principle recommends collecting data before deciding what can be re-used?
A. Keep it simple and practical
B. Progress interactively with feedback
C. Focus on value
D. Start where you are
Answer: D
NO.2 How are target resolution times used in the 'incident management' practice?
A. They are initiated, approved, and managed to ensure that predictable responses are achieved
B. They are agreed, documented, and communicated to help set user expectations
C. They are established, reviewed, and reported to ensure that customers are happy with the service
D. They are scheduled, assessed and authorized to reduce the risk of service failures
Answer: B
NO.3 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. Customer
C. Supplier
D. Service provider
Answer: D
NO.4 What happens if a workaround becomes the permanent way of dealing with a problem that
cannot be resolved cost-effectively?
A. The problem remains in the known error status
B. A change request is submitted to change control
C. Problem management restores the service as soon as possible
D. The problem record is deleted
Answer: A
NO.5 Which dimension focuses on relationships with other organizations that are involved in the
design, development, deployment and delivery of services?
A. Value streams and processes
B. Information and technology
C. Organizations and people
D. Partners and suppliers
Answer: D
NO.6 Which practice includes conducting regular reviews to ensure that services are still appropriate
and relevant?
A. Change enablement
B. Service level management
C. Service desk
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D. Continual improvement
Answer: B
Explanation:
The service level management practice defines, documents and manages the service levels of all the
services and products. Service level management should provide the end to end visibility of all the
organizational services. Service level management has to establish and provide the service views with
service level target ensure meeting defined service levels by collecting, analyzing, storing and
reporting all the defined target metrics of the services regularly (periodically) perform the service
reviews and ensure the services meet the organization's needs continuously identify, capture, review
& report the issues related to services, its performance against the defined service targets.
NO.7 Which of the following is an example of incident?

A. A user wants to reset the password of a server
B. An application is not available during the business hours
C. A user has requested access to a shared repository
D. A backup server is being rebooted while services are running on the primary server
Answer: B
NO.8 Which joint activity performed by a service provider and service consumer ensures continual
value co-creation?
A. Service consumption
B. Service offering
C. Service provision
D. Service relationship management
Answer: D
NO.9 Which costs are included in the value proposition of a service?

A. Tangible or intangible results for the service consumer because they are using the service
B. Additional expense that the service consumer has because they are using the service
C. The benefits, usefulness. and importance of the service that are perceived by the service
consumer
D. Money that the service consumer no longer needs to spend because they are using the service
Answer: C
NO.10 What is a configuration item?

A. A problem that has been analyzed but has not been resolved
B. Any component that needs to be managed in order to deliver an IT service
C. Any financially valuable component that can contribute to delivery of an IT product or service
D. Any change of state that has significance for the management of a service
Answer: B
NO.11 What is the effect of increased automation on the 'service desk1 practice?
A. Decrease in self-service incident logging and resolution
B. Increased ability to focus on fixing technology instead of supporting people

C. Greater ability to focus on customer experience when personal contact is needed

D. Elimination of the need to escalate incidents to support teams
Answer: C
NO.12 Which approach is CORRECT when applying the guiding principle 'keep it simple and
practical'?
A. Only add controls and metrics that are required for compliance
B. Only add controls and metrics when they are needed
C. Design controls and metrics and add them individually until all are implemented
D. Design controls and metrics first, then remove those not adding value
Answer: D
NO.13 Which is a risk that might be removed from a service consumer by an IT service?
A. Failure of server hardware
B. Security breach
C. Service provider ceasing to trade
D. Cost of purchasing servers
Answer: B
NO.14 Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim
of facilitating a greater amount of change at a quicker rate?
A. Service desk
B. Monitoring and event management
C. Service level management
D. Continual improvement
Answer: C
NO.15 Which guiding principle recommends assessing the current state and deciding what can be
reused?
A. Progress iteratively with feedback
B. Focus on value
C. Start where you are
D. Collaborate and promote visibility
Answer: C
NO.16 What are typically recognized through notifications created by an IT service, CI or monitoring
tool?
A. Requests
B. Problems
C. Incidents
D. Events
Answer: D

NO.17 Which is an important principle of communication in service operation?

A. Information should always be communicated
B. It has an intended purpose or a resultant action
C. Meetings are always the best method of communication
D. It is stored in the configuration management system
Answer: B
NO.18 What three elements make up the Service Portfolio?

A. Service pipeline, service catalogue and retired services
B. Service pipeline, configuration management system and service catalogue
C. Customer portfolio, service catalogue and retired services
D. Customer portfolio, configuration management system and service catalogue
Answer: A
NO.19 What is a recommendation of the 'focus on value' guiding principle?

A. Focus on the value of new and significant projects first
B. Focus on value at every step of the improvement
C. Make 'focus on value' a responsibility of the management
D. Focus on value for the service provider first
Answer: B
NO.20 Which guiding principle helps an organization to understand the impact of an altered element
on other elements in a system?
A. Keep it simple and practical
B. Start where you are
C. Think and work holistically
D. Focus on value
Answer: C


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Free Exam/Cram Practice Materials - Best Exam Practice Materials

IT Certification Guaranteed, The Easy Way!

NO.3 Identify the missing word(s) in the following sentence.

2 Answers from Freecram.com.

NO.7 Which of the following is an example of incident?

NO.9 Which costs are included in the value proposition of a service?

NO.10 What is a configuration item?

3 Answers from Freecram.com.

C. Greater ability to focus on customer experience when personal contact is needed

4 Answers from Freecram.com.

NO.17 Which is an important principle of communication in service operation?

NO.18 What three elements make up the Service Portfolio?

NO.19 What is a recommendation of the 'focus on value' guiding principle?

5 Answers from Freecram.com.

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