Free ITIL 4 Foundation Practice Exam

Which describes the utility of a service?

Which activity is part of the 'continual improvement' practice?

Which is an activity of the 'incident management' practice?

What is a set of specialized organizational capabilities for enabling value for customers in the form of services?

What is the definition of a known error?

What includes governance as a component?

Which is included in the purpose of the 'service level management' practice?

Which role approves the cost of services?

Which of these activities is carried out as part of 'problem management'?

Which practice has a strong influence on the user experience and perception of the service provider?

Which statement about a service value stream is CORRECT?

Which is an example of a business related measurement?

Which statement about change authorities is CORRECT?

Where are the details of the required performance outcomes of a service defined?

What can be used to determine if a service is 'fit for purpose'?

Which statement about 'continual improvement' is CORRECT?

Why should some service requests be fulfilled with no additional approvals?

What actions does a service desk take for all issues, queries and requests that are reported to them?

Which usually requires a team of representatives from many stakeholder groups?

Which practice needs people who understand complex systems and have creative and analytical skills?

What are typically recognized through notifications created by an IT service, CI or monitoring tool?

Which dimension is MOST concerned with skills, competencies, roles and responsibilities?

Which statement about service requests is CORRECT?

Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?

What is a change schedule PRIMARILY used for?

Which is included in the purpose of the 'change enablement' practice?

Which statement about the automation of service requests is CORRECT?

Which practice recommends the use of event-based surveys to gather feedback from customers?

Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

Which will help solve incidents more quickly?

Which is an activity of the 'problem management' practice?

Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?

In service relationships, what is a benefit of identifying consumer roles?

What should be considered as part of the 'partners and suppliers' dimension?

Which guiding principle considers the importance of customer loyalty?

What impact does automation have on a service desk?

Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT?

Which practice involves the management of vulnerabilities that were not identified before the service went live?

How are target resolution times used in the 'incident management' practice?

Which includes governance, management practices, and continual improvement?

Which BEST describes the purpose of the 'improve' value chain activity?

Which describes a CORRECT approach to change authorization?

Which can act as an operating model for an organization?

Which is the BEST example of a standard change?

Which two practices interact the MOST with the service desk practice?

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?

When is the earliest that a workaround can be documented in 'problem management'?

What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?

Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?

What is defined as an unplanned interruption or reduction in the quality of a service?

What term is used to describe whether a service will meet availability, capacity and security requirements?

Which is a result of applying the guiding principle 'progress iteratively with feedback'?

What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?

Identify the missing word(s) in the following sentence:
The service desk should be the entry point and single point of contact for the [?] with all of its users.

Which is a recommendation of the guiding principle 'think and work holistically'?

Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?

What describes how components and activities work together to facilitate value creation?

Which gives a user access to a system?

Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?

Which statement about managing incidents is CORRECT?