ITIL 4 Foundation

Which practice is responsible for moving components to live environments?

• A. Change enablement

• B. Release management

• C. IT asset management

• D. Deployment management

Which practice includes the classification and ownership of queries and requests from users?

• A. Service desk

• B. Incident management

• C. Change enablement

• D. Service level management

Which practice identifies metrics that reflect the customer’s experience of a service?

• A. Continual improvement

• B. Service desk

• C. Service level management

• D. Problem management

What is the PRIMARY use of a change schedule?

• A. To support 'incident management' and improvement planning

• B. To manage emergency changes

• C. To plan changes and help avoid conflicts

• D. To manage standard changes

Which service management dimension is focused on activities and how these are coordinated?

• A. Organizations and people

• B. Information and technology

• C. Partners and suppliers

• D. Value streams and processes

How does categorization of incidents assist the ‘incident management’ practice?

• A. It helps direct the incident to the correct support area

• B. It determines the priority assigned to the incident

• C. It ensures that incidents are resolved in timescales agreed with the customer

• D. It determines how the service provider is perceived

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.

• A. the warranty

• B. outcomes

• C. the utility

• D. outputs

Which is a recommendation of the ‘continual improvement’ practice?

• A. There should at least be a small team dedicated to leading ‘continual improvement’ efforts

• B. All improvements should be managed as multi-phase projects

• C. ‘Continual improvement' should be isolated from other practices

• D. External suppliers should be excluded from improvement initiatives

Which is a potential benefit of using an IT service management tool to support the 'incident management' practice?

• A. It may ensure that the cause of incidents is identified within agreed times

• B. It may provide automated matching of incidents to problems or known errors

• C. It may ensure that supplier contracts are aligned with the needs of the service provider

• D. It may provide automated resolution and closure of complex incidents

Which role submits service requests?

• A. The user, or their authorized representative

• B. The customer, or their authorized representative

• C. The sponsor, or their authorized representative

• D. The supplier, or their authorized representative