ITIL® 4 Foundation Quiz Questions and Answers

ITIL® 4 is the very latest version of ITIL®. This one hour, 40 question quiz should really test your knowledge of the very latest thinking in IT Service Management 'Best Practice'.
  • Question 1
  • Question 2
  • Question 3
  • Question 4
  • Question 5
  • Question 6
  • Question 7
  • Question 8
  • Question 9
  • Question 10
  • Question 11
  • Question 12
  • Question 13
  • Question 14
  • Question 15
  • Question 16
  • Question 17
  • Question 18
  • Question 19
  • Question 20
  • Question 21
  • Question 22
  • Question 23
  • Question 24
  • Question 25
  • Question 26
  • Question 27
  • Question 28
  • Question 29
  • Question 30
  • Question 31
  • Question 32
  • Question 33
  • Question 34
  • Question 35
  • Question 36
  • Question 37
  • Question 38
  • Question 39
  • Question 40
Question 1 ID: 909

How are Value Streams created?

A) Value Streams are created by specific combinations of Value Chain activities & Practices

B) Value Streams are created by a combination of Assets & Capabilities.

C) Value Streams are created by a combination of Incidents & Problems.

D) Value Streams are created by a combination of defined inputs & outputs.


Question 2 ID: 647

Which of the following are outputs of Obtain/Build?

1. Service components for deliver and support

2. Service components for design and transition

3. Knowledge and information about new and changed service components to all value chain activities

4. Improvement status reports from improve

A) Items 1, 2 and 4

B) Items 2, 3 and 4

C) Items 1, 2 and 4

D) Items 1, 2 and 3


Question 3 ID: 895

What is this a definition of?

"A co-operation between a service provider and service consumer."

A) A Friendship

B) An Understanding

C) Outsourcing

D) A Service Relationship


Question 4 ID: 890

What is this a definition of?

"A result for a stakeholder enabled by one or more outputs”.

A) Service Achievement

B) Warranty

C) Outcome

D) Service Offering


Question 5 ID: 642

Which of the following are correct Dimensions of Service Management?

1. Information and people

2. Information and technology

3. Value streams and people

4. Value streams and processes

A) Items 1 & 2

B) Items 2 & 3

C) Items 1 & 4

D) Items 2 & 4


Question 6 ID: 893 What is this a definition of? "A description of one or more services, designed to address the needs of a target consumer group". A) Service Outage B) Strategy Management C) Service Result D) Service Offerings


Question 7 ID: 638

What is true of the Guiding Principle “Optimize and automate”

A) Before an activity is automated, it should be simplified and optimized

B) Before an activity is optimized, it should be simplified and automated

C) All activities should be automated

D) All activities with which we have difficulties should be automated


Question 8 ID: 925

What is this the Purpose of?

"To capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users.”

A) Workforce & talent management practice

B) Problem management practice

C) Incident management practice

D) Service desk practice


Question 9 ID: 650

Which practice has the purpose of planning and managing the full lifecycle of all IT assets?

A) IT Asset Management

B) Service Configuration Management

C) Plan and Engage

D) Partners and Suppliers


Question 10 ID: 922

What are the three phases of Problem Management?

A) Problem Resolution, Problem Solving, Problem Eradication

B) Problem Identification, Problem Control, Error Control

C) Problem Resistance, Problem Recovery, Problem Fixing

D) Problem Review, Problem identification, Problem analysis


Question 11 ID: 667

The Problem management practice contributes to the Deliver & Support Value Chain Activity by:

A) preventing incident repetition and supporting timely incident resolution

B) by preventing incident causes and supporting quality incident resolution

C) by preventing all incidents, thereby reducing the importance of the Incident Management practice

D) by preventing all incidents, thereby reducing the importance of the Change Control practice


Question 12 ID: 641

What is the description of the skill set of the ideal staff member?

A) U-Shaped

B) T-Shaped

C) I-Shaped

D) Ship-Shaped


Question 13 ID: 888

What is this a definition of?

"A person or a group of people that has its own functions with responsibilities, authorities and relationships to achieve its objectives.”

A) A Team

B) A Function

C) A Process

D) An Organisation


Question 14 ID: 883

What is this a definition of?

“Functionality offered by a product or service to meet a particular need."

A) An assurance that a product or service will meet agreed requirements.

B) Utility

C) Information security management

D) Service relationship management


Question 15 ID: 912

An organisation has a responsibility for the care and control of its hardware, software, people, and any other element involved in providing and maintaining services. Which practice is responsible for this?

A) IT Asset Management Practice

B) Change Enablement Practice

C) Service Configuration Management Practice

D) Service Portfolio Management Practice


Question 16 ID: 887

What is this a definition of?

"The perceived benefits, usefulness and importance of something.”

A) Costs

B) Risks

C) Value

D) Governance


Question 17 ID: 914

The purpose of the _____________ practice is to move new or changed hardware, software, documentation, processes, or any other component to live environments. It may also be involved in deploying components to other environments for testing or staging.

A) Incident Management Practice

B) Problem Management Practice

C) Service Request Management Practice

D) Deployment Management Practice


Question 18 ID: 923

What is this a purpose of?

"To support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.”

A) Service relationship management

B) Service Design practice

C) Service offerings

D) Service request management practice


Question 19 ID: 640

Which of the following is a correct name of one of the Guiding Principles?

A) Start where you arrive

B) Progress iteratively with feedback

C) Collaborate and predict visibility

D) Keep it simple and precise


Question 20 ID: 902

What type of model is the Service Value System (SVS)?

A) Sense-Making Model

B) Operational Model

C) Organisational Model

D) Resource Model


Question 21 ID: 908

Dealing with stakeholders outside the organisation’s Value Chain always involves which activity?

A) Plan

B) Improve

C) Obtain & Build

D) Engage


Question 22 ID: 910

Once designed, Value Streams should.

A) Not improved until the next full audit review

B) Only improved if an issue is identified.

C) Improved continually.

D) Not improved at all


Question 23 ID: 652

The Purpose of the Service Desk ...?

A) “is to capture demand for incident resolution and problems"

B) “is to capture demand for incident resolution and service requests"

C) “is to capture demand for incident resolution and changes"

D) “is to capture demand for changes and problems"


Question 24 ID: 889

What is this a description of?

"A tangible or intangible deliverable of an activity”.

A) Outcome

B) Output

C) Utility

D) Warranty


Question 25 ID: 651

Which word is missing from the following purpose of a practice?

“minimize the negative impact of [...] by restoring normal service operation as quickly as possible”

A) Problems

B) Incidents

C) CIs

D) Security


Question 26 ID: 926

How may the Service Desk be delivered?

A) With Full/Part-Time Staff

B) Using A Virtual Approach

C) With Mixed Teams

D) There Is No ‘’Right Way’’


Question 27 ID: 927

Service desk staff require training and competency in several areas, especially which customer service skills?

A) Empathy, Incident analysis, Incident prioritization, Effective communications, Emotional intelligence

B) Socialising, categorisation, prioritisation, conflict analysis, root cause analysis

C) Change assessment, major problem reviews, customer service review meetings, supplier management.

D) Metrics analysis, time management skills, negotiation skills, team leadership skills.


Question 28 ID: 920

What is this a definition of?

"A cause, or potential cause, of one or more incidents.”

A) A Service Disruption

B) A Service Interruption

C) An Incident

D) A Problem


Question 29 ID: 666

Known Errors are?

A) Incidents that have had their cause identified.

B) Problems that are awaiting identification.

C) A problem that has been analysed and has not been resolved.

D) Problems that have had Changes raised against them.


Question 30 ID: 916

What are the three types of change referred to by ITIL?

A) Standard – Retrospective – Emergency

B) Normal – Retrospective – Emergency

C) Standard – Normal – Emergency

D) Emergency – Planned - Normal


Question 31 ID: 911

Which is the correct statement?

A) Each Practice is associated with a specific Value Chain activity

B) Only one practice is associated with each Value Chain activity

C) Practices have no input to Value Chain activities

D) Each Practice supports multiple Value Chain activities


Question 32 ID: 891

What is this a definition of?

"The amount of money spent on a specific activity or resource”.

A) Outgoings

B) Income

C) Costs

D) Value


Question 33 ID: 632

Which of the following statements is correct?

A) Utility is fitness for use

B) Utility is fitness for purpose

C) Utility is both fitness for purpose and fitness for usefulness

D) Utility is fitness for availability


Question 34 ID: 907

What kind of model is the Service Value Chain (SVC)?

A) Organisational

B) Operational

C) Outsourced

D) Original


Question 35 ID: 631

What is the best definition of Utility?

A) The functionality offered by a product or service to meet a particular need

B) The amount of capacity available

C) The network bandwidth available

D) A company that supplies gas or electricity


Question 36 ID: 660

Service Requests should …?

A) Not be automated, as they are all different

B) Should all be automated

C) Be automated to the greatest degree possible

D) Should be automated only if they trigger other processes, such as Change Control


Question 37 ID: 644

Which statement is true of the Service Value Chain?

A) All activities in the SVC always follow the same path

B) Demand and value are activities in the SVC

C) The SVC activities are interconnected

D) The Service Value System is an activity of the SVC


Question 38 ID: 929

How regularly should Service Review Meetings be held?

A) At least annually

B) At least half-annually

C) At least quarterly

D) No precise time, but these meetings should be held regularly.


Question 39 ID: 898

What is this a definition of?

“Activities performed by an organization to consume services."

A) Resource Utilization

B) Resource Allocation

C) Relationship Management

D) Service Consumption


Question 40 ID: 918

Why are Incidents Categorised?

A) Because priority needs to be determined

B) Because root cause needs to be determined

C) To identify the correct team to escalate to

D) To enable impact to be determined