ITIL 4 Foundation Exam

Which practice is responsible for moving components to live environments?

• A. Change enablement

• B. Release management

• C. IT asset management

• D. Deployment management

Answer explanation

Correct. “The purpose of the deployment management practice is to move new or changed hardware, software, documentation, processes, or any other component to live environments

Which practice includes the classification and ownership of queries and requests from users?

• A. Service desk

• B. Incident management

• C. Change enablement

• D. Service level management

Answer explanation

“Service desks provide a clear path for users to report issues, queries,

and requests, and have them acknowledged, classified, owned, and actioned

Which practice identifies metrics that reflect the customer’s experience of a service?

• A. Continual improvement

• B. Service desk

• C. Service level management

• D. Problem management

Answer explanation

Correct. "Service level management identifies metrics and measures that are a

truthful reflection of the customer’s actual experience and level of satisfaction with

the whole service," and "Engagement is needed to understand and confirm the

actual ongoing needs and requirements of customers, not simply what is interpreted

by the service provider or has been agreed several years before."

What is the PRIMARY use of a change schedule?

• A. To support 'incident management' and improvement planning

• B. To manage emergency changes

• C. To plan changes and help avoid conflicts

• D. To manage standard changes

Answer explanation

Correct. "The change schedule is used to help plan changes, assist in

communication, avoid conflicts, and assign resources

Which service management dimension is focused on activities and how these are coordinated

• A. Organizations and people

• B. Information and technology

• C. Partners and suppliers

• D. Value streams and processes

Answer explanation

Correct. The ‘value streams and processes’ dimension “focuses on what

activities the organization undertakes and how they are organized, as well as how

the organization ensures that it is enabling value creation for all stakeholders

efficiently and effectively

How does categorization of incidents assist the ‘incident management’ practice?

• A. It helps direct the incident to the correct support area

• B. It determines the priority assigned to the incident

• C. It ensures that incidents are resolved in timescales agreed with the customer

• D. It determines how the service provider is perceived

Answer explanation

Correct. “More complex incidents will usually be escalated to a support team for

resolution. Typically, the routing is based on the incident category, which should

help to identify the correct team

A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve.

• A. the warranty

• B. outcomes

• C. the utility

• D. outputs

Answer explanation

Correct. 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 costs and risks”

Which is a recommendation of the ‘continual improvement’ practice?

• A. There should at least be a small team dedicated to leading ‘continual improvement’ efforts

• B. All improvements should be managed as multi-phase projects

• C. ‘Continual improvement' should be isolated from other practices

• D. External suppliers should be excluded from improvement initiatives

Answer explanation

Correct. “Although everyone should contribute in some way, there should at least

be a small team dedicated full-time to leading continual improvement efforts and

advocating the practice across the organization

Which is a potential benefit of using an IT service management tool to support the 'incident

management' practice?

• A. It may ensure that the cause of incidents is identified within agreed times

• B. It may provide automated matching of incidents to problems or known errors

• C. It may ensure that supplier contracts are aligned with the needs of the service provider

• D. It may provide automated resolution and closure of complex incidents

Answer explanation

Correct. “Modern IT service management tools can provide automated matching

of incidents to other incidents, problems or known errors”

Which role submits service requests?

• A. The user, or their authorized representative

• B. The customer, or their authorized representative

• C. The sponsor, or their authorized representative

• D. The supplier, or their authorized representative

Answer explanation

Correct. “The purpose of the service request management practice is to support

the agreed quality of a service by handling all pre-defined, user-initiated service

requests...” and a service request is defined as “a request from a user or a user’s

authorized representative that initiates a service action”