sample paper 1

EN_ITIL4_FND_2018_SamplePaper_QuestionBk_v1.1

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per_QuestionBk_v1.1

How does categorization of incidents assist incident management?

It helps direct the incident to the correct support area
It determines the priority assigned to the incident
It ensures that incidents are resolved in times agreed with the customer
It determines how the service provider is perceived

Which value chain activity creates service components?

Improve
Engage
Obtain/build
Deliver and support

What is the definition of warranty?

A tangible or intangible deliverable that is produced by carrying out an activity
The assurance that a product or service will meet agreed requirements
A possible event that could cause harm or loss, or make it more difficult to achieve objectives
The functionality offered by a product or service to meet a particular need

Identify the missing word in the following sentence.

The purpose of the information security management practice is to [?] the organization's information.
store
provide
audit
protect

Which two needs should ‘change control’ BALANCE?

1.  The need to assess risks and expected benefits
2.  The need to manage a change schedule
3.  The need to make beneficial changes
4.  The need to protect customers and users
1 and 2
2 and 3
3 and 4
1 and 4

Identify the missing word(s) in the following sentence.

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

Which value chain activity includes negotiation of contracts and agreements with suppliers and partners?
Engage
Design and transition
Obtain/build
Deliver and support
Which is a purpose of the ‘service desk’ practice?
To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
To maximize the number of successful IT changes by ensuring risks are properly assessed
To capture demand for incident resolution and service requests
To set clear business-based targets for service performance
Which ITIL concept describes governance?
The seven guiding principles
The four dimensions of service management
The service value chain
The service value system
Which practice is the responsibility of everyone in the organization?
Service level management
Change control
Problem management
Continual improvement
How does ‘service request management’ contribute to ‘obtain/build’ value chain activity?
It analyzes data to identify opportunities to provide new service request options
It ensures users continue to be productive when they need assistance from the service provider
It acquires pre-approved service components to help fulfil service requests
It collects user-specific requirements, sets expectations and provides status updates
A service provider describes a package that includes a laptop with software, licenses, and support. What is this pa
Value
An outcome
Warranty of a service
A service offering
What should be included in every service level agreement?
Details of the system-based metrics used
A technical description of the service components
Clearly defined service outcomes
Legal language
What are the two types of cost that a service consumer should evaluate?
The cost of creating the service, and the cost charged for the service
The costs removed by the service, and the costs imposed by the service
The cost of provisioning the service, and the cost of improving the service
The cost of purchasing software, and the cost of purchasing hardware
Which is a benefit of using an IT service management tool to support incident management?
It can ensure that incidents are resolved within agreed times
It can provide automated matching of incidents to problems or known errors
It can ensure that supplier contracts are aligned with the needs of the service provider
It can provide automated resolution and closure of complex incidents
What is the first step of the guiding principle 'focus on value'?
Identify the outcomes that the service facilitates
Identify all suppliers and partners that are involved in the service
Determine who the service consumer is in each situation
Determine the cost of providing the service
Which practice provides a single point of contact for users?
Incident management
Change control
Service desk
Service request management
What is a standard change?
A change that doesn't need risk assessment because the procedure has been pre-authorized
A change that needs to be assessed, authorized, and scheduled by a change authority
A change that doesn't need risk assessment because it is required to resolve an incident
A change that is assessed, authorized and scheduled as part of ‘continual improvement’
Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and
Focus on value
Start where you are
Progress iteratively with feedback
Collaborate and promote visibility
What is the purpose of ‘supplier management’?
To ensure that the organization's suppliers and their performance are managed appropriately to support the provisi
To align the organization's practices and services with changing business needs through the ongoing identification a
To ensure that the organization's suppliers and their performance are managed appropriately at strategic and tactic
To ensure that accurate and reliable information about the configuration of supplier's services is available when and
Which describes the nature of the guiding principles?
A guiding principle can guide an organization in all circumstances
Each guiding principle mandates specific actions and decisions
An organization will select one of the principles to adopt
Guiding principles describe the processes that all organizations must adopt
Which is NOT a key focus of the ‘information and technology’ dimension?
Security and compliance
Communication systems and knowledge bases
Workflow management and inventory systems
Roles and responsibilities
Which statement about a change authority is CORRECT?
A single change authority should be assigned to authorize all types of change and change models
A change authority should be assigned for each type of change and change model
Normal changes are pre-authorized and do not need a change authority
Emergency changes can be implemented without authorization from a change authority
Which describes outcomes?
Tangible or intangible deliverables
Functionality offered by a product or service
Results for a stakeholder
Configuration of an organization’s resources
Which is a recommendation of the ‘continual improvement’ practice?
There should be a small team dedicated to leading continual improvement efforts
All improvements should be managed as multi-phase projects
Continual improvement should be isolated from other practices
External suppliers should be excluded from improvement initiatives
Which practices are typically involved in the implementation of a problem resolution?
1. Continual improvement
2. Service request management
3. Service level management
4. Change control
1 and 2
2 and 3
3 and 4
1 and 4
Which service management dimension is focused on activities and how these are coordinated?
Organizations and people
Information and technology
Partners and suppliers
Value streams and processes
Which is a recommendation of the ‘service desk’ practice?
Service desks should never use technologies such as SMS and chat functions
Service desks should be highly technical functions
Service desks should have a practical understanding of the wider business
Service desks should always be a physical team in a single fixed location
How should an organization adopt ‘continual improvement’ methods?
Use a new method for each improvement that the organization handles
Select a few key methods to suit the types of improvement that the organization handles
Build the capability to use as many improvement methods as possible
Select a single method for all improvements that the organization handles
Which value chain activity includes presenting workarounds to users via a service portal?
Plan
Improve
Engage
Obtain/build
Which practice has the purpose of making new and changed services and features available for use?
Change control
Service request management
Release management
Deployment management
How does ‘service request management’ contribute to ‘design and transition’ activity?
By collecting user-specific request requirements
By acquiring pre-approved service components
By providing service request trend and quality information
By initiating standard changes to fulfil service requests
Which value chain activity ensures people understand the organization's vision?
Improve
Plan
Deliver and support
Obtain/build
What is the definition of an event?
Any change of state that has significance for the management of a configuration item or IT service
Any component that needs to be managed in order to deliver an IT service
The ability of an IT service or other configuration item to perform its agreed function when required
Any valuable component that can contribute to delivery of an IT product or service
What is defined as the ability of a configuration item to perform its agreed function when required?
Availability
Service management
Event
Known Error
Which statement about the value chain activities is CORRECT?
Every practice belongs to a specific value chain activity
A specific combination of value chain activities and practices forms a service relationship
Service value chain activities form a single flow that enables value creation
Each value chain activity contributes to the value chain by transforming specific inputs into outputs
Which describes the principle 'think and work holistically'?
Conducting a review of existing service management practices and decide what to keep and what to discard
Reviewing how an improvement initiative can be organized into smaller, manageable sections that can be complete
Reviewing service management practices and removing any unnecessary complexity
Using the four dimensions of service management to ensure coordination of all aspects of an improvement initiative
Which practice is responsible for moving components to live environments?
Change control
Release management
IT asset management
Deployment management
Which is a key consideration for the guiding principle 'keep it simple and practical'?
Try to create a solution for every exception
Understand how each element contributes to value creation
Ignore conflicting objectives of different stakeholders
Start with a complex solution, then simplify
Which is NOT usually included as part of ‘incident management’?
Scripts for collecting initial information about incidents
Formalized processes for logging incidents
Detailed procedures for the diagnosis of incidents
Use of specialized knowledge
this package an example of?
 ed and completed in a timely manner?

provision of seamless, quality products and services

ation and improvement of services
d tactical levels through coordinated marketing, selling and delivery activities
en and where it is needed
mpleted in a timely manner
P R P R P R P R
1 A 11 C 21 A 31 C
2 C 12 D 22 D 32 D
3 B 13 C 23 B 33 B
4 D 14 B 24 C 34 A
5 C 15 B 25 A 35 A
6 B 16 C 26 D 36 D
7 A 17 C 27 D 37 D
8 C 18 A 28 C 38 D
9 D 19 C 29 B 39 B
10 D 20 A 30 C 40 C
Sample paper 2
EN_ITIL4_FND_2019_SamplePaper2_QuestionBk_v1.0

Q1 What is the effect of increased automation on the 'service desk' p

A Greater ability to focus on customer experience when personal co
B Decrease in self-service incident logging and resolution
C Increased ability to focus on fixing technology instead of supportin
D Elimination of the need to escalate incidents to support teams
Q2 Which term describes the functionality offered by a service?
A Cost
B Utility
C Warranty
D Risk
Q3 Which is the purpose of the 'monitoring and event management'
A To ensure that accurate and reliable information about the configu
B To systematically observe services and service components, and re
C To protect the information needed by the organization to conduct
D To minimize the negative impact of incidents by restoring normal
Q4 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
Q5 How do all value chain activities transform inputs to outputs?
A By determining service demand
B By using a combination of practices
C By using a single functional team
D By implementing process automation
Q6 How does customer engagement contribute to the 'service level
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
Q7 What is the starting point for optimization?
A Securing stakeholder engagement
B Understanding the vision and objectives of the organization
 C Determining where the most positive impact would be
D Standardizing practices and services
Q8 Identify the missing words in the following sentence.
The purpose of the [?] is to ensure that the organization continual
A ‘focus on value’ guiding principle
B four dimensions of service management
C service value system
D ‘service request management’ practice
Q9 Which practice provides support for managing feedback, complim
A Change control
B Service request management
C Problem management
D Incident management
Q10 Which joint activity performed by a service provider and service
A Service provision
B Service consumption
C Service offering
D Service relationship management
Q11 Which practice may involve the initiation of disaster recovery?
A Incident management
B Service request management
C Service level management
D IT asset management
Q12 What type of change is MOST likely to be managed by the 'servic
A A normal change
B An emergency change
C A standard change
D An application change
Q13 Which guiding principle emphasizes the need to understand the fl
A Focus on value
B Collaborate and promote visibility
C Think and work holistically
D Keep it simple and practical
Q14 What is a means of enabling value co-creation by facilitating outc
A A service
B An output
C A practice
D Continual improvement
Q15 Which statement about change authorization is CORRECT?
A A change authority should be assigned to each type of change and
 B Centralizing change authorization to a single person is the most eff
C The authorization of normal changes should be expedited to ensur
D Standard changes are high risk and should be authorized by the hi
Q16 Which dimension of service management considers governance,
A Organizations and people
B Information and technology
C Partners and suppliers
D Value streams and processes
Q17 Identify the missing word in the following sentence.
known error is a problem that has been [?] and has not been resol
A logged
B analysed
C escalated
D closed
Q18 Which statement about known errors and problems is CORRECT?
A Known error is the status assigned to a problem after it has been a
B A known error is the cause of one or more problems
C Known errors cause vulnerabilities, problems cause incidents
D Known errors are managed by technical staff, problems are manag
Q19 What does the 'service request management' practice depend on
A Compliments and complaints
B Self-service tools
C Processes and procedures
D Incident management
Q20 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
Q21 Which practice ensures that accurate and reliable information is
A Service configuration management
B Service desk
C IT asset management
D Monitoring and event management
Q22 Which practice has a purpose that includes restoring normal serv
A Supplier management
B Deployment management
C Problem management
D Incident management
Q23 Identify the missing word in the following sentence.
 A customer is a person who defines the requirements for a service
A outputs
B outcomes
C costs
D risks
Q24 Which guiding principle describes the importance of doing somet
A Optimize and automate
B Start where you are
C Focus on value
D Progress iteratively with feedback
Q25 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 probabili
C It should be resolved so that it can be closed
D It should have a workaround to reduce the impact
Q26 How should an organization include third-party suppliers in the c
A Ensure suppliers include details of their approach to service impro
B Require evidence that the supplier uses agile development metho
C Require evidence that the supplier implements all improvements u
D Ensure that all supplier problem management activities result in im
Q27 What considerations influence the supplier strategy of an organiz
A Contracts and agreements
B Type of cooperation with suppliers
C Corporate culture of the organization
D Level of formality
Q28 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
C A cause or potential cause of one or more incidents
D An unplanned reduction in the quality of a service
Q29 What is the purpose of the 'relationship management' practice?
A To align the organization's practices and services with changing bu
B To establish and nurture the links between the organization and it
C To reduce the likelihood and impact of incidents by identifying act
D To minimize the negative impact of incidents by restoring normal
Q30 Which is intended to help an organization adopt and adapt ITIL g
A The four dimensions of service management
B The guiding principles
C The service value chain
D Practices
Q31 What is an output?
A A change of state that has significance for the management of a co
B A possible event that could cause harm or loss
C A result for a stakeholder
D Something created by carrying out an activity
Q32 What is the reason for using a balanced bundle of service metrics
A It reduces the number of metrics that need to be collected
B It reports each service element separately
C It provides an outcome-based view of services
D It facilitates the automatic collection of metrics
Q33 Why should incidents be prioritized?
A To help automated matching of incidents to problems or known e
B To identify which support team the incident should be escalated t
C To ensure that incidents with the highest business impact are reso
D To encourage a high level of collaboration within and between tea
Q34 Which practice has a purpose that includes helping the organizati
A Relationship management
B IT asset management
C Release management
D Service desk
Q35 Why should service desk staff detect recurring issues?
A To help identify problems
B To escalate incidents to the correct support team
C To ensure effective handling of service requests
D To engage the correct change authority
Q36 Which value chain activity communicates the current status of al
A Improve
B Engage
C Obtain/build
D Plan
Q37 Which guiding principle is PRIMARILY concerned with consumer's
A Keep it simple and practical
B Optimize and automate
C Progress iteratively with feedback
D Focus on value
Q38 Which practice provides visibility of the organization's services by
A Service desk
B Service level management
C Service request management
D Service configuration management
Q39 Which is the BEST example of an emergency change?
A The implementation of a planned new release of a software applic
B A low-risk computer upgrade implemented as a service request
C The implementation of a security patch to a critical software appli
D A scheduled major hardware and software implementation
Q40 Which guiding principle recommends assessing the current state
A Focus on value
B Start where you are
C Collaborate and promote visibility
D Progress iteratively with feedback
on on the 'service desk' practice?
rience when personal contact is needed
and resolution
logy instead of supporting people
nts to support teams
ffered by a service?

and event management' practice?

mation about the configuration of services is available when and where it is needed
rvice components, and record and report selected changes of state
e organization to conduct its business
ents by restoring normal service operation as quickly as possible
' decisions be based on?

m inputs to outputs?

ute to the 'service level management' practice?

n be based on
ed service levels

of the organization
pact would be

ng sentence.
he organization continually co-creates value with all stakeholders in line with the organization's objectives.

naging feedback, compliments and complaints from users?

ce provider and service consumer ensures continual value co-creation?

n of disaster recovery?

e managed by the 'service request management' practice?

need to understand the flow of work in progress, identify bottlenecks, and uncover waste?

eation by facilitating outcomes that customers want to achieve?

ation is CORRECT?
each type of change and change model
gle person is the most effective means of authorization
uld be expedited to ensure they can be implemented quickly
d be authorized by the highest level of change authority
t considers governance, management, and communication?

g sentence.
?] and has not been resolved.

d problems is CORRECT?
oblem after it has been analysed
e problems
ems cause incidents
taff, problems are managed by service management staff
ment' practice depend on for maximum efficiency?

k' practice is CORRECT?

ategic and tactical levels

business processes
d reliable information is available about configuration items and the relationships between them?

es restoring normal service operation as quickly as possible?

g sentence.
equirements for a service and takes responsibility for the [?] of service consumption.

portance of doing something, instead of spending a long time analysing different options?

e solutions
ntial impact and probability

d-party suppliers in the continual improvement of services?

pproach to service improvement in contracts
gile development methods
ments all improvements using project management practices
ment activities result in improvements
ier strategy of an organization?

ve an effect on services
for the management of a configuration item

management' practice?
ervices with changing business needs
n the organization and its stakeholders at strategic and tactical levels
cidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
ents by restoring normal service operation as quickly as possible
n adopt and adapt ITIL guidance?
 the management of a configuration item

bundle of service metrics?

ed to be collected

to problems or known errors

ent should be escalated to
business impact are resolved first
n within and between teams
es helping the organization to maximize value, control costs and manage risks?

urring issues?

s the current status of all four dimensions of service management?

ncerned with consumer's revenue and growth?

organization's services by capturing and reporting on service performance?

 ncy change?
ease of a software application
ed as a service request
o a critical software application
e implementation
essing the current state and deciding what can be reused?
Q A Q A Q A Q A
1 A 11 A 21 A 31 D
2 B 12 C 22 D 32 C
3 B 13 B 23 B 33 C
4 B 14 A 24 D 34 B
5 B 15 A 25 B 35 A
6 D 16 A 26 A 36 D
7 B 17 B 27 C 37 D
8 C 18 A 28 C 38 B
9 B 19 C 29 B 39 C
10 D 20 D 30 B 40 B
mateus
pedro
andre
francisco
leonardo
paula
claudio
elias
pedro
Luiz
Braulio
Tiago