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WorksheetsITIL 4 Foundation - Practices
Total questions: 108
Worksheet time: 4hrs 36mins
What is the purpose of the 'problem management' practice?
A. To protect the information needed by the organization to conduct its business
B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
C. To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services
D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
Which practice would help a user gain access to an application that they need to use?
A. Service configuration management
B. Change control
C. Service request management
D. Service level management
Why should some service requests be fulfilled with no additional approvals?
A. To ensure that spending is properly accounted for
B. To ensure that information security requirements are met
C. To streamline the fulfilment workflow
D. To set user expectations for fulfilment times
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
What is a change schedule PRIMARILY used for?
A. To help plan, authorize and schedule emergency changes
B. To publish a list of service requests that users can select
C. To ensure that a single change authority reviews every change
D. To help plan changes, assist in communication and avoid conflicts
Which two practices use workarounds?
A. Change control and continual improvement
B. Change control and problem management
C. Problem management and incident management
D. Incident management and continual improvement
Which statement about the 'change control' practice is CORRECT?
A. Standard changes are those that need to be scheduled, assessed and authorized following a standard process
B. Normal changes are triggered by the creation of a change request which can be created manually or automated
C. Assessment and authorization of normal changes should be expedited to ensure they can be implemented quickly
D. There should be a separate change authority for standard changes which includes senior managers who understand the risks involved
Which is a purpose of the 'service desk' practice?
A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
B. To be the entry point and single point of contact for the service provider with all of its users
C. To support the agreed quality of a service by handling all pre- defined, user-initiated service requests
D. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels
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
What is an incident?
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
What is the PRIMARY use of a change schedule?
A. To support the 'incident management' practice and improvement planning
B. To manage emergency changes
C. To plan changes and help avoid conflicts
D. To manage standard changes
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
Which practice makes new services available for use?
A. Change control
B. Release management
C. Deployment management
D. IT asset management
Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?
A. Define measurable targets
B. Perform baseline assessments
C. Execute improvement actions
D. Evaluate measurements and metrics
What is important for a 'continual improvement register' (CIR)?
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
In which step of the 'continual improvement model' is an improvement plan implemented?
A. What is the vision?
B. How do we get there?
C. Take action
D. Did we get there?
Which is a purpose of the 'service level management' practice?
A. To establish and nurture the links between the organization and its stakeholders
B. To ensure that the organization's suppliers and their performance are managed appropriately
C. To support the agreed quality of a service by handling all agreed, user-initiated service requests
D. To set clear business-based targets for service levels
Which practice owns and manages issues, queries and requests from users?
A. Incident management
B. Service desk
C. Change control
D. Problem management
Which statement about the automation of service requests is CORRECT?
A. Service requests that cannot be automated should be handled as incidents
B. Service requests and their fulfilment should be automated as much as possible
C. Service requests that cannot be automated should be handled as problems
D. Service requests and their fulfilment should be carried out by service desk staff without automation
Which is the purpose of the 'monitoring and event management' practice?
A. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
B. To systematically observe services and service components, and record and report selected changes of state
C. To protect the information needed by the organization to conduct its business
D. To minimize the negative impact of incidents by restoring normal service operation as quickly<br />as possible
What should all 'continual improvement' decisions be based on?
A. Details of how services are measured
B. Accurate and carefully analysed data
C. An up-to-date balanced scorecard
D. A recent maturity assessment
How does customer engagement contribute to the 'service level management' practice?
1. It captures information that metrics can be based on
2. It ensures the organization meets defined service levels
3. It defines the workflows for service requests
4. It supports progress discussions
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
Which practice provides support for managing feedback, compliments and complaints from users?
A. Change control
B. Service request management
C. Problem management
D. Incident management
What type of change is MOST likely to be managed by the 'service request management' practice?
A. A normal change
B. An emergency change
C. A standard change
D. An application change
Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.
A. logged
B. Analysed
C. escalated
D. closed
What does the 'service request management' practice depend on for maximum efficiency?
A. Compliments and complaints
B. Self-service tools
C. Processes and procedures
D. Incident management
Which statement about the 'service desk' practice is CORRECT?
A. It provides a link with stakeholders at strategic and tactical levels
B. It carries out change assessment and authorization
C. It investigates the cause of incidents
D. It needs a practical understanding of the business processes
Which practice has a purpose that includes restoring normal service operation as quickly as possible?
A. Supplier management
B. Deployment management
C. Problem management
D. Incident management
What should be done for every problem?
A. It should be diagnosed to identify possible solutions
B. It should be prioritized based on its potential impact and probability
C. It should be resolved so that it can be closed
D. It should have a workaround to reduce the impact
What considerations influence the supplier strategy of an organization?
A. Contracts and agreements
B. Type of cooperation with suppliers
C. Corporate culture of the organization
D. Level of formality
What is a problem?
A. An addition or modification that could have an effect on services
B. Any change of state that has significance for the management of a configuration item
C. A cause or potential cause of one or more incidents
D. An unplanned reduction in the quality of a service
What is the purpose of the 'relationship management' practice?
A. To align the organization's practices and services with changing business needs
B. To establish and nurture the links between the organisation and its stakeholders at strategic and tactical levels
C. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
D. To minimise the negative impact of incidents by restoring normal service operation as quickly as possible
Why should incidents be prioritized?
A. To help automated matching of incidents to problems or known errors
B. To identify which support team the incident should be escalated to
C. To ensure that incidents with the highest business impact are resolved first
D. To encourage a high level of collaboration within and between teams
Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?
A. Relationship management
B. IT asset management
C. Release management
D. Service desk
Which practice provides visibility of the organization's services by capturing and reporting on service performance?
A. Service desk
B. Service level management
C. Service request management
D. Service configuration management
Which is the BEST example of an emergency change?
A. The implementation of a planned new release of a software application
B. A low-risk computer upgrade implemented as a service request
C. The implementation of a security patch to a critical software application
D. A scheduled major hardware and software implementation
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
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
D. When an emergency change is requested
Which statement about emergency changes is CORRECT?
A. The testing of emergency changes 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
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
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
Which practice updates information relating to symptoms and business impact?
A. Service level management
B. Change control
C. Service request management
D. Incident management
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
Which statement about the steps to fulfil 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
What is defined as a cause, or potential cause, of one or more incidents?
A. Change
B. Event
C. Known error
D. Problem
Identify the missing word in the following sentence.
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
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
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
Identify the missing word in the following sentence.
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.
A. costs
B. users
C. value
D. performances
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
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
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
What helps diagnose and resolve a simple incident?
A. Rapid escalation
B. Formation of a temporary team
C. The use of scripts
D. Problem prioritization
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
A. Change control
B. Continual improvement
C. Problem management
D. Service desk
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
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
What is a change schedule used for?
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
Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?
A. Service desk
B. Service request management
C. Service level management
D. Service configuration management
What actions does a service desk take for all issues, queries and requests that are reported to them?
A. Schedule, assess, authorize
B. Diagnose, investigate, resolve
C. Initiate, approve, fulfil
D. Acknowledge, classify, own
Which is included in the purpose of the 'service level management' practice?
A. To maximize the number of successful service and product changes
B. To ensure accurate information about the configuration of services is available
C. To set clear business-based targets for service levels
D. To ensure that suppliers and their performance are managed appropriately
Which usually requires a team of representatives from many stakeholder groups?
A. Fulfilling a service request
B. Authorizing an emergency change
C. Logging a new problem
D. Investigating a major incident
Which practice needs people who understand complex systems and have creative and analytical skills?
A. Change enablement
B. Service level management
C. Service request management
D. Problem management
What is the definition of a known error?
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 analysed and has not been resolved
D. Any change of state that has significance for the management of a service or other configuration item (CI)
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
Which practice forms a link between the service provider and the users of services?
A. Change enablement
B. Service level management
C. Problem management
D. Service desk
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.
A. suppliers
B. CIs
C. customers
D. assets
Which statement about the 'change enablement' practice is CORRECT?
A. Service requests are usually normal changes that can be implemented quickly without authorization
B. Emergency changes are changes that must be fully tested and fully documented prior to implementation
C. Standard changes are changes that need to be scheduled, assessed and authorized following a standard process
D. Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited
Which of these activities is carried out as part of 'problem management'?
A. Creating incident records
B. Diagnosing and resolving incidents
C. Escalating incidents to a support team for resolution
D. Trend analysis of incident records
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
What does 'change enablement' PRIMARILY focus on?
A. Changes to service levels
B. Changes to products and services
C. Changes to organizational structure
D. Changes to skills and competencies
Which practice has the purpose of ensuring that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services?
A. Release management
B. Supplier management
C. Service management
D. Relationship management
What should be used to set user expectations for request fulfilment 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
Which is a key requirement for a successful service level agreement (SLA)?
A. Using individual metrics that relate to the service catalogue
B. Using bundled metrics to relate performance to outcomes
C. Using single-system-based metrics that relate to outputs
D. Using an agreement between the service provider and service supplier
Which practice recommends using tools for collaboration and the automated matching of symptoms?
A. Problem management
B. Service level management
C. Incident management
D. Service request management
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
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
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
Which skill is an essential part of the 'service level management' practice?
A. Technical knowledge
B. Listening
C. Diagnosis
D. Problem analysis
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
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
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
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
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
Which competencies are required by the 'service level management' practice?
A. Problem investigation and resolution
B. Business analysis and commercial management
C. Incident analysis and prioritization
D. Balanced scorecard reviews and maturity assessment
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
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
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
