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Exam : ITILFNDv4
Title : ITIL 4 Foundation
Vendor : EXIN
Version : V12.75
IT Certification Guaranteed, The Easy Way!
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NO.1 What is a recommendation of the 'focus on value' guiding principle?
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
Answer: D
NO.2 Which describes a standard change?
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
Answer: B
NO.3 What should be done to determine the appropriate metrics for measuring a new service?
A. Measuring the performance over the first six months, and basing a solution on the results
B. Asking customers to provide numerical targets that meet their needs
C. Asking customers open questions to establish their requirements
D. Using operational data to provide detailed service reports
Answer: D
NO.4 Which ITIL guiding principle recommends using existing services, processes and tools when
improving services?
A. Progress iteratively with feedback
B. Keep is simple and practical
C. Start where you are
D. Focus on value
Answer: C
NO.5 Which is NOT a component of the service value system?
A. The guiding principles
B. Governance
C. Practices
D. The four dimensions of service management
Answer: D
NO.6 Which dimension includes a workflow management system?
A. Organizations and people
B. Partners and suppliers
C. Information and technology
D. Value streams and processes
Answer: D
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NO.7 What is typically needed to assign complex incidents to support groups?
A. A self-help tool
B. The incident priority
C. A change schedule
D. The incident category
Answer: D
NO.8 What is the purpose of the 'deployment management' practice?
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
Answer: C
NO.9 What is an IT asset?
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
Answer: A
NO.10 What are the ITIL guiding principles used for?
A. To help an organization make good decisions
B. To direct and control an organization
C. To identify activities that an organization must perform in order to deliver a valuable service
D. To ensure that an organization's performance continually meets stakeholders' expectations
Answer: A
NO.11 Which statement about the steps to fulfill a service request is CORRECT?
A. They should be complex and detailed
B. They should be well-known and proven
C. They should include incident handling
D. They should be brief and simple
Answer: B
NO.12 Which statement about a 'continual improvement register' is CORRECT?
A. It should be managed at the senior level of the organization
B. It should be used to capture user demand
C. There should only be one for the whole organization
D. It should be re-prioritized as ideas are documented
Answer: D
NO.13 Which competencies are required by the 'service level management' practice?
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A. Problem investigation and resolution
B. Business analysis and commercial management
C. Incident analysis and prioritization
D. Balanced scorecard reviews and maturity assessment
Answer: B
NO.14 What is the expected outcome from using a service value chain?
A. Service value streams
B. Customer engagement
C. Value realization
D. The application of practices
Answer: C
NO.15 Identify the missing word in the following sentence.
A service is a means of enabling value co-creation by facilitating outcomes that customers want to
achieve, without the customer having to manage specific [?] and risks.
A. information
B. costs
C. utility
D. warranty
Answer: B
NO.16 Which guiding principle recommends standardizing and streamlining manual tasks?
A. Optimize and automate
B. Collaborate and promote visibility
C. Focus on value
D. Think and work holistically
Answer: A
NO.17 Which statement about costs is CORRECT?
A. Costs imposed on the consumer are costs of service utility
B. Costs removed from the consumer are part of the value proposition
C. Costs imposed on the consumer are costs of service warranty
D. Costs removed from the consumer are part of service consumption
Answer: B
NO.18 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
A. 1 and 2
B. 2 and 3
C. 3 and 4
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D. 1 and 4
Answer: D
NO.19 Which skill is an essential part of the 'service level management' practice?
A. Technical knowledge
B. Listening
C. Diagnosis
D. Problem analysis
Answer: B
NO.20 Which activity is part of the 'continual improvement' practice?
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
Answer: A
NO.21 Which stakeholders co-create value in a service relationship?
A. Investor and supplier
B. Consumer and provider
C. Provider and supplier
D. Investor and consumer
Answer: B
NO.22 What is the purpose of the 'information security management' practice?
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
Answer: A
NO.23 Which describes a set of defined steps for implementing improvements?
A. The 'improve' value chain activity
B. The 'continual improvement register'
C. The 'continual improvement model'
D. The 'engage' value chain activity
Answer: C
The purpose of the supplier management practice is to ensure that the organization's suppliers and
their [?] are managed appropriately to support the seamless provision of quality products and
services.
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A. costs
B. users
C. value
D. performances
Answer: D
NO.25 Which guiding principle recommends using the minimum number of steps necessary to
achieve an objective?
A. Progress iteratively with feedback
B. Focus on value
C. Think and work holistically
D. Keep it simple and practical
Answer: D
NO.26 In which two situations should the ITIL guiding principles be considered?
1. In every initiative
2. In relationships with all stakeholders
3. Only in specific initiatives where the principle is relevant
4. Only in specific stakeholder relationships where the principle is relevant
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
Answer: A
NO.27 Which practice requires that staff demonstrate excellent customer service skills, such as
empathy and emotional intelligence?
A. Problem management
B. Supplier management
C. Release management
D. Service desk
Answer: D
NO.28 Which practice owns and manages issues, queries and requests from users?
A. Incident management
B. Service desk
C. Change control
D. Problem management
Answer: B
NO.29 Which is a purpose of the 'engage' value chain activity?
A. Meeting expectations for quality, costs and time-to-market
B. Providing transparency and good relationships
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C. Ensuring the continual improvement of services
D. Ensuring that the organization's vision is understood
Answer: B
NO.30 Which statement about outcomes is CORRECT?
A. An outcome can be enabled by more than one output
B. Outcomes are how the service performs
C. An output can be enabled by one or more outcomes
D. An outcome is a tangible or intangible activity
Answer: A
NO.31 Which statement about emergency changes is CORRECT?
A. The testing of emergency can be eliminated in order to implement the change quickly
B. The assessment and authorization of emergency changes is expedited to ensure they can be
implemented quickly
C. Emergency changes should be authorized and implemented as service requests
D. Emergency changes must be fully documented before authorization and implementation
Answer: B
NO.32 Which of these should be logged and managed as a problem?
A. A user requests delivery of a laptop
B. A monitoring tool detects a change of state for a service
C. Trend analysis shows a large number of similar incidents
D. 'Continual improvement' needs to prioritize an improvement opportunity
Answer: C
NO.33 What is warranty?
A. Assurance that a product or service will meet agreed requirements
B. The amount of money spent on a specific activity or resource
C. The functionality offered by a product or service to meet a particular need
D. The perceived benefits, usefulness and importance of something
Answer: A
NO.34 Which is included in the purpose of the 'design and transition' value chain activity?
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
Answer: D
NO.35 Which practice updates information relating to symptoms and business impact?
A. Service level management
B. Change control
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C. Service request management
D. Incident management
Answer: D
NO.36 What is the purpose of the 'relationship management' practice?
A. To establish and nurture the links between the organization and its stakeholders
B. To align the organization's practices and services with changing business needs
C. To set clear business-based targets for service performance
D. To support the agreed quality of a service handling all agreed, user-initiated service requests
Answer: A
NO.37 A major incident has been closed, but there is a risk that it might happen again.
How should this be logged and managed?
A. As a change request
B. As a service request
C. As an event
D. As a problem
Answer: D
NO.38 Which dimension considers how knowledge assets should be protected?
B. Partners and suppliers
C. Information and technology
Answer: C
NO.39 How does a service consumer contribute to the reduction of disk?
A. By paying for the service
B. By managing server hardware
C. By communicating constraints
D. By managing staff availability
Answer: C
NO.40 Which statement about outcomes is CORRECT?
A. Outcomes are one or more services that fulfill the needs of a service consumer
B. Service providers help service consumers achieve outcomes
C. Outcomes help service consumers achieve outputs
D. Helping service consumers achieve outcomes reduces service provider costs
Answer: B
NO.41 What are the MOST important skills required by service desk staff?
A. Incident analysis skills
B. Technical skills
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C. Problem resolution skills
D. Supplier management skills
Answer: A
NO.42 Which practice has a purpose that includes observing a service to report selected changes of
state identified as events?
A. Information security management
B. Monitoring and event management
C. Incident management
D. Change control
Answer: B
NO.43 What is 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?
A. Service management
B. Continual improvement
C. A service
D. An IT asset
Answer: C
NO.44 Which service level metrics are BEST for measuring user experience?
A. Single system-based metrics
B. Metrics for the percentage of uptime of a service
C. Operational metrics
D. Metrics linked to defined outcomes
Answer: D
NO.45 Which practice has a purpose to support the quality of the service by handling all agreed user
initiated service requests?
A. Change control
B. IT asset management
C. Service desk
D. Service request management
Answer: D
NO.46 What is defined as any component that needs to be managed in order to deliver an IT
service?
A. A service request
B. A configuration item (CI)
C. An incident
D. An IT asset
Answer: B
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NO.47 Which practice has a purpose that includes aligning the organization's practices and services
with changing business needs?
A. Service level management
B. Service configuration management
C. Relationship management
D. Continual improvement
Answer: D
NO.48 What is described by the service value system?
A. How all the components and activities of the organization work together as a system to enable
value creation
B. Services based on one or more products, designed to address needs of a target consumer group
C. Joint activities performed by a service provider and a service consumer to ensure continual value
co-creation
D. How to apply the systems approach of the guiding principle think and work holistically
Answer: A
NO.49 Which statement about service desks is CORRECT?
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
Answer: A
NO.50 What is defined as a cause, or potential cause, of one or more incidents?
A. Change
B. Event
C. Known error
D. Problem
Answer: D
A change is defined as the addition, modification, or removal of anything that could have a direct or
indirect effect on [?].
A. assets
B. values
C. elements
D. services
Answer: D
NO.52 Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
A. Change control
B. Continual improvement
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C. Problem management
D. Service desk
Answer: C
NO.53 Which describes normal changes?
A. Changes that are low-risk and pre-authorized
B. Changes that need to be scheduled and assessed following a process
C. Changes that are typically initiated as service requests
D. Changes that must be implemented as soon as possible
Answer: B
NO.54 How does information about problems and known errors contribute to 'incident
management'?
A. It enables quick and efficient diagnosis of incidents
B. It removes the need for regular customer updates
C. It removes the need for collaboration during incident resolution
D. It enables the reassessment of known errors
Answer: A
NO.55 Which is a service request?
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
Answer: B
NO.56 Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and
maturity assessments?
A. Incident management
B. Problem management
C. Continual improvement
D. Service request management
Answer: C
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.
A. suppliers
B. CIs
C. customers
D. assets
Answer: B
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NO.58 How should automation be implemented?
A. By replacing human intervention wherever possible
B. By replacing the existing tools first
C. By initially concentrating on the most complex tasks
D. By optimizing as much as possible first
Answer: A
NO.59 Which is a key requirement for a successful service level agreement?
A. It should be written in legal language
B. It should be simply written and easy to understand
C. It should be based on the service provider's view of the service
D. It should relate to simple operational metrics
Answer: B
NO.60 Which guiding principle recommends eliminating activities that do not contribute to the
creation of value?
A. Start where you are
B. Collaborate and promote visibility
C. Keep it simple and practical
D. Optimize and automate
Answer: C
NO.61 When planning 'continual improvement', which approach for assessing the current state of a
service is CORRECT?
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
Answer: C
NO.62 Which is the CORRECT approach for managing a large improvement initiative as smaller
iterations?
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
Answer: D
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NO.63 Which practice coordinates the classification, ownership and communication of service
requests and incidents?
A. Supplier management
B. Service desk
C. Problem management
D. Relationship management
Answer: B
NO.64 Which guiding principle helps to ensure that better information is available for decision
making?
A. Keep it simple and practical
B. Think and work holistically
C. Optimize and automate
D. Collaborate and promote visibility
Answer: D
NO.65 Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].
A. Immediate escalation
B. Specialist teams
C. A separate process
D. Third party support
Answer: C
NO.66 Which is part of service provision?
A. The management of resources configured to deliver the service
B. The management of resources needed to consume the service
C. The grouping of one or more services based on one or more products
D. The joint activities performed to ensure continual value co-creation
Answer: A
NO.67 What defines the requirements for a service and takes responsibility for the outcomes of
service consumption?
A. An IT asset
B. A customer
C. A configuration item (CI)
D. A user
Answer: B
NO.68 When should a full risk assessment and authorization be carried out for a standard change?
A. Each time the standard change is implemented
B. When the procedure for the standard change is created
C. At least once a year
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D. When an emergency change is requested
Answer: B
The use of [?] should support, not replace what is observed, when using the 'start where you are'
guiding principle.
A. measurement
B. tools
C. plans
D. process
Answer: A
NO.70 What are 'engage', 'plan' and 'improve' examples of?
A. Service value chain activities
B. Service level management
C. Service value chain inputs
D. Change control
Answer: A
NO.71 Which dimension includes activities and workflows?
B. Information and technology
C. Partners and suppliers
Answer: D
NO.72 Which two statements about the 'service request management' practice are CORRECT?
1. Service requests are part of normal service delivery
2. Complaints can be handled as service requests
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
Answer: A
NO.73 How should the workflow for a new service request be designed?
A. Use a single workflow for all types of service request
B. Use different workflows for each type of service request
C. Avoid workflows for simple service requests
D. Leverage existing workflows whenever possible
Answer: D
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NO.74 What should be used to set user expectations for request fulfillment times?
A. The time that the customer indicates for service delivery
B. The consumer demand for the service
C. The time needed to realistically deliver the service
D. The service levels of the supplier
Answer: C
NO.75 When should the effectiveness of a problem workaround be assessed?
A. Whenever the workaround is used
B. Whenever the problem is resolved
C. Whenever the workaround becomes a known error
D. Whenever the problem is prioritized
Answer: A
NO.76 Which practice has a purpose that includes ensuring that risks have been properly assessed?
A. Service configuration management
B. Problem management
C. Service level management
D. Change control
Answer: D
NO.77 What are the three phases of 'problem management'?
A. Problem logging, problem classification, problem resolution
B. Incident management, problem management, change control
C. Problem identification, problem control, error control
D. Problem analysis, error identification, incident resolution
Answer: C
NO.78 When should a change request be submitted to resolve a problem?
A. As soon as a solution for the problem has been identified
B. As soon as a workaround for the problem has been identified
C. As soon as the analysis of the frequency and impact of incidents justifies the change
D. As soon as the analysis of cost, risks and benefits justifies the change
Answer: D
NO.79 Which guiding principle recommends coordinating all dimensions of service management?
A. Start where you are
B. Progress iteratively with feedback
C. Think and work holistically
D. Keep it simple and practical
Answer: C
NO.80 What helps diagnose and resolve a simple incident?
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A. Rapid escalation
B. Formation of a temporary team
C. The use of scripts
D. Problem prioritization
Answer: C
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