WorksheetsITIL Foundation
Total questions: 20
Worksheet time: 20mins
What is the purpose of the Service Desk practice?
To provide a single point of contact for users
To manage the lifecycle of all incidents
To manage changes in the IT infrastructure
To monitor service levels
Which is a key objective of Incident Management?
To prevent problems from occurring
To restore normal service operation as quickly as possible
To authorize changes to services
To define service level agreements
Which guiding principle recommends using what you already have before making changes?
Focus on value
Start where you are
Collaborate and promote visibility
Optimize and automate
What is the difference between a Problem and an Incident?
Problem is the cause; Incident is the symptom
Incident causes multiple Problems
Incident is the root cause
Problem and Incident are the same
Which ITIL practice is responsible for maintaining accurate information about configuration items?
Service Level Management
Change Control
Service Configuration Management
Incident Management
What type of change is pre-authorized, low risk, and follows a documented procedure?
Standard Change
Normal Change
Emergency Change
Major Change
What is the purpose of Continual Improvement?
To implement all possible changes immediately
To align services and processes with changing business needs
To provide support to users
To manage incidents
Which SVS component ensures policies and continual improvement are applied?
Service Value Chain
Governance
Practices
Guiding Principles
Which of the following is NOT a Service Value Chain activity?
Plan
Engage
Design & Transition
Incident Resolution
Who is responsible for authorizing budgets for IT services?
User
Sponsor
Service Desk
Problem Manager
What is the main focus of Service Level Management?
Managing incidents
Ensuring agreed service quality and performance
Approving changes
Maintaining CMDB
Which of the following best describes utility?
How well a service is available
The functionality a service provides to meet needs
The cost of a service
The level of support provided
Which dimension of service management includes people and organizational structure?
Information & Technology
Value Streams & Processes
Organizations & People
Partners & Suppliers
Which practice manages risks associated with changes?
Incident Management
Change Control
Service Desk
Continual Improvement
Which statement best describes the relationship between ‘Incident Management’ and ‘Problem Management’?
Incident Management always resolves the root cause of incidents
Problem Management focuses on minimizing the impact of incidents
Incident Management restores service quickly, while Problem Management finds and removes root causes
Incident and Problem Management are interchangeable terms
An organization wants to improve a service but is unsure where to start. According to ITIL guiding principles, what should they do?
Immediately redesign the service from scratch
Start where you are and assess current capabilities
Automate all manual tasks first
Ignore existing processes and create new ones
Why is automation recommended in ITIL?
To replace all human workers
To improve efficiency and reduce errors
To increase the number of incidents
To slow down processes
Which ITIL practice is most responsible for ensuring that services meet agreed requirements and that those requirements are documented and understood?
Change Control
Service Level Management
Incident Management
Problem Management
A ‘Change Authority’ is mentioned in the change management process. Who or what typically acts as a Change Authority?
Anyone who requests a change
A person or group authorized to approve changes
The service desk team
The customer who reported an incident
Why is ‘Collaboration and Visibility’ an important guiding principle in ITIL?
It reduces the need for communication
It ensures teams work in isolation
It promotes transparency, improves decision making, and reduces silos
It replaces the need for governance
