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ITIL-4-FOUNDATION

Number:ITIL V4
Passing Score: 800
Time Limit: 120 min
File Version: 1.0

ITIL-4-FOUNDATION Exam

PeopleCert ITIL 4 Foundation Exam

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Exam A

QUESTION 1

Which ITIL guiding principle recommends using existing services, processes and tools when
improving
services?

A. Progress iteratively with feedback

B. Keep is simple and practical
C. Start where you are
D. Focus on value

Answer: C
Explanation/Reference:

QUESTION 2

Which practice has a purpose that includes ensuring that risks have been properly assessed?

A. Service configuration management

B. Problem management
C. Service level management
D. Change control

Answer: D
Explanation/Reference:

QUESTION 3

When should a full risk assessment and authorization be carried out for a standard change?

A. Each time the standard change is implemented

B. When the procedure for the standard change is created
C. At least once a year
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D. When an emergency change is requested

Answer: B
Explanation/Reference:

QUESTION 4

Which statement about emergency changes is CORRECT?

A. The testing of emergency can be eliminated in order to implement the change quickly
B. The assessment and authorization of emergency changes is expedited to ensure they can be
implemented
quickly
C. Emergency changes should be authorized and implemented as service requests
D. Emergency changes must be fully documented before authorization and implementation

Answer: B
Explanation/Reference:

QUESTION 5

Which practice coordinates the classification, ownership and communication of service requests and
incidents?

A. Supplier management
B. Service desk
C. Problem management
D. Relationship management

Answer: B
Explanation/Reference:

QUESTION 6
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What is warranty?

A. Assurance that a product or service will meet agreed requirements

B. The amount of money spent on a specific activity or resource
C. The functionality offered by a product or service to meet a particular need
D. The perceived benefits, usefulness and importance of something

Answer: A
Explanation/Reference:

QUESTION 7

Which is part of service provision?

A. The management of resources configured to deliver the service

B. The management of resources needed to consume the service
C. The grouping of one or more services based on one or more products
D. The joint activities performed to ensure continual value co-creation

Answer: A
Explanation/Reference:

QUESTION 8

Which statement about a `continual improvement register' is CORRECT?

A. It should be managed at the senior level of the organization

B. It should be used to capture user demand
C. There should only be one for the whole organization
D. It should be re-prioritized as ideas are documented

Answer: D
Explanation/Reference:
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QUESTION 9

What are 'engage', `plan' and `improve' examples of?

A. Service value chain activities

B. Service level management
C. Service value chain inputs
D. Change control

Answer: A
Explanation/Reference:

QUESTION 10

Which statement about outcomes is CORRECT?

A. An outcome can be enabled by more than one output

B. Outcomes are how the service performs
C. An output can be enabled by one or more outcomes
D. An outcome is a tangible or intangible activity

Answer: A
Explanation/Reference:

QUESTION 11

Which statement about service desks is CORRECT?

A. The service desk should work in close collaboration with support and development teams
B. The service desk should rely on self-service portals instead of escalation to support teams
C. The service desk should remain isolated from technical support teams
D. The service desk should escalate all technical issues to support and development teams

Answer: A
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Explanation/Reference:

QUESTION 12

Which practice updates information relating to symptoms and business impact?

A. Service level management

B. Change control
C. Service request management
D. Incident management

Answer: D
Explanation/Reference:

QUESTION 13

Which is included in the purpose of the `design and transition' value chain activity?

A. Ensuring that service components are available when needed

B. Providing transparency and good stakeholder relationships
C. Supporting services according to specifications
D. Continually meeting stakeholder expectations for costs

Answer: D
Explanation/Reference:

QUESTION 14

Which practice has a purpose to support the quality of the service by handling all agreed user
initiated service
requests?

A. Change control
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B. IT asset management
C. Service desk
D. Service request management

Answer: D
Explanation/Reference:

QUESTION 15

Which is NOT a component of the service value system?

A. The guiding principles

B. Governance
C. Practices
D. The four dimensions of service management

Answer: D
Explanation/Reference:

QUESTION 16

Which statement about the steps to fulfill a service request is CORRECT?

A. They should be complex and detailed

B. They should be well-known and proven
C. They should include incident handling
D. They should be brief and simple

Answer: B
Explanation/Reference:

QUESTION 17
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What is defined as a cause, or potential cause, of one or more incidents?

A. Change
B. Event
C. Known error
D. Problem

Answer: D
Explanation/Reference:

QUESTION 18

Which guiding principle recommends eliminating activities that do not contribute to the creation of
value?

A. Start where you are

B. Collaborate and promote visibility
C. Keep it simple and practical
D. Optimize and automate

Answer: C
Explanation/Reference:

QUESTION 19

When should the effectiveness of a problem workaround be assessed?

A. Whenever the workaround is used

B. Whenever the problem is resolved
C. Whenever the workaround becomes a known error
D. Whenever the problem is prioritized

Answer: A
Explanation/Reference:
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QUESTION 20

Identify the missing word in the following sentence.

A change is defined as the addition, modification, or removal of anything that could have a direct or
indirect
effect on [?].

A. assets
B. values
C. elements
D. services

Answer: D
Explanation/Reference:

QUESTION 21

Which dimension considers how knowledge assets should be protected?

A. Organizations and people

B. Partners and suppliers
C. Information and technology
D. Value streams and processes

Answer: C
Explanation/Reference:

QUESTION 22

What is a means of enabling value co-creation by facilitating outcomes that customers want to
achieve,
without the customer having to manage specific costs and risks?

A. Service management
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B. Continual improvement
C. A service
D. An IT asset

Answer: C
Explanation/Reference:

QUESTION 23

Identify the missing words in the following sentence.

The management of information security incidents usually requires [?].

A. Immediate escalation
B. Specialist teams
C. A separate process
D. Third party support

Answer: C
Explanation/Reference:

QUESTION 24

What are the ITIL guiding principles used for?

A. To help an organization make good decisions

B. To direct and control an organization
C. To identify activities that an organization must perform in order to deliver a valuable service
D. To ensure that an organization's performance continually meets stakeholders' expectations

Answer: A
Explanation/Reference:

QUESTION 25
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Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

A. Each iteration should be designed before starting the initiative and implemented without
feedback
B. Feedback should only be taken into account when one iteration fails to meet its objective
C. Feedback should be reduced for large improvements as it is unlikely that circumstances will
change
D. Each iteration should be continually re-evaluated based on feedback

Answer: D
Explanation/Reference:

QUESTION 26

What is the purpose of the `deployment management' practice?

A. To ensure services achieve agreed and expected performance

B. To make new or changed services available for use
C. To move new or changed components to live environments
D. To set clear business-based targets for service performance

Answer: C
Explanation/Reference:

QUESTION 27

Which is a service request?

A. Requesting a workaround for an issue

B. Requesting information about how to create a document
C. Requesting an enhancement to an application
D. Requesting investigation of a degraded service

Answer: B
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Explanation/Reference:

QUESTION 28

Identify the missing word in the following sentence.

The purpose of the supplier management practice is to ensure that the organization's suppliers and
their [?]
are managed appropriately to support the seamless provision of quality products and services.

A. costs
B. users
C. value
D. performances

Answer: D
Explanation/Reference:

QUESTION 29

What is a recommendation of the `focus on value' guiding principle?

A. Make `focus on value' a responsibility of the management

B. Focus on the value of new and significant projects first
C. Focus on value for the service provider first
D. Focus on value at every step of the improvement

Answer: D
Explanation/Reference:

QUESTION 30

Which guiding principle recommends standardizing and streamlining manual tasks?

A. Optimize and automate

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B. Collaborate and promote visibility

C. Focus on value
D. Think and work holistically

Answer: A
Explanation/Reference:

QUESTION 31

Which describes a set of defined steps for implementing improvements?

A. The `improve' value chain activity

B. The `continual improvement register'
C. The `continual improvement model'
D. The `engage' value chain activity

Answer: C
Explanation/Reference:

QUESTION 32

Which is a key requirement for a successful service level agreement?

A. It should be written in legal language

B. It should be simply written and easy to understand
C. It should be based on the service provider's view of the service
D. It should relate to simple operational metrics

Answer: B
Explanation/Reference:

QUESTION 33
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When planning `continual improvement', which approach for assessing the current state of a service
is
CORRECT?

A. An organization should always use a single technique to ensure metrics are consistent
B. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
C. An organization should always develop competencies in methodologies and techniques that will
meet their
needs
D. An organization should always use an approach that combines Lean, Agile and DevOps
methodologies

Answer: C
Explanation/Reference:

QUESTION 34

How does a service consumer contribute to the reduction of disk?

A. By paying for the service

B. By managing server hardware
C. By communicating constraints
D. By managing staff availability

Answer: C
Explanation/Reference:

QUESTION 35

What helps diagnose and resolve a simple incident?

A. Rapid escalation
B. Formation of a temporary team
C. The use of scripts
D. Problem prioritization
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Answer: C
Explanation/Reference:

QUESTION 36

Which ITIL practice has a purpose that includes reducing the likelihood of incidents?

A. Change control
B. Continual improvement
C. Problem management
D. Service desk

Answer: C
Explanation/Reference:

QUESTION 37

Which service level metrics are BEST for measuring user experience?

A. Single system-based metrics

B. Metrics for the percentage of uptime of a service
C. Operational metrics
D. Metrics linked to defined outcomes

Answer: D
Explanation/Reference:

QUESTION 38

What are the MOST important skills required by service desk staff?

A. Incident analysis skills

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B. Technical skills
C. Problem resolution skills
D. Supplier management skills

Answer: A
Explanation/Reference:

QUESTION 39

Which TWO statements about an organization's culture are CORRECT? (Choose two.)
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization

A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4

Answer: D
Explanation/Reference:

QUESTION 40

When should a change request be submitted to resolve a problem?

A. As soon as a solution for the problem has been identified

B. As soon as a workaround for the problem has been identified
C. As soon as the analysis of the frequency and impact of incidents justifies the change
D. As soon as the analysis of cost, risks and benefits justifies the change

Answer: D
Explanation/Reference:
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QUESTION 41

Which guiding principle helps to ensure that better information is available for decision making?

A. Keep it simple and practical

B. Collaborate and promote visibility
C. Optimize and automate
D. Think and work holistically

Answer: B
Explanation/Reference:

QUESTION 42

Which practice has a purpose that includes observing a service to report selected changes of state
identified as events?

A. Incident management
B. Monitoring and event management
C. Change control
D. Information security management

Answer: D
Explanation/Reference:

QUESTION 43

Which describes a standard change?

A. A high-risk change that needs very thorough assessment

B. A change that is typically implemented as a service request
C. A change that must be implemented as soon as possible
D. A change that needs to be scheduled, assessed and authorized following a defined process
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Answer: B
Explanation/Reference:

QUESTION 44

How does information about problems and known errors contribute to 'incident management'?

A. It enables the reassessment of known erros

B. It enables quick and efficient diagnosis of incidents
C. It removes the need for collaboration during incident resolution
D. It removes the need for regular customer updates

Answer: B
Explanation/Reference:

QUESTION 45

Which practice owns and manages issues, queries and requests from users?

A. Service desk
B. Problem management
C. Incident management
D. Change control

Answer: A
Explanation/Reference:

QUESTION 46

What defines the requirements for a service and takes responsibility for the outcomes of service
consumption?

A. A customer
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B. A user
C. A configuration item (CI)
D. An IT asset

Answer: A
Explanation/Reference:

QUESTION 47

Which stakeholders co-create value in a service relationship?

A. Investor and consumer

B. Investor and supplier
C. Consumer and provider
D. Provider and supplier

Answer: C
Explanation/Reference:

QUESTION 48

Which describes normal changes?

A. Changes that need to be scheduled and assessed following a process

B. Changes that are low-risk and pre-authorized
C. Changes that are typically initiated as service requests
D. Changes that must be implemented as soon as possible

Answer: A
Explanation/Reference:

QUESTION 49
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What is the expected outcome from using a service value chain?

A. Service value streams

B. Value realization
C. Customer engagement
D. The application of practices

Answer: B
Explanation/Reference:

QUESTION 50

Which statement about outcomes is CORRECT?

A. Outcomes help service consumers achieve outputs

B. Outcomes are one or more services that fulfil the needs of a service consumer
C. Service providers help service consumers achieve outcomes
D. Helping service consumers achieve outcomes reduces service provider costs

Answer: C
Explanation/Reference:

QUESTION 51

Which skill is an essential part of the 'service level management' practice?

A. Problem analysis
B. Technical knowledge
C. Listening
D. Diagnosis

Answer: C
Explanation/Reference:
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QUESTION 52

What are the three phases of 'problem management'?

A. Problem identification, problem control, error control

B. Problem analysis, error identification, incident resolution
C. Problem logging, problem classification, problem resolution
D. Incident management, problem management, change control

Answer: A
Explanation/Reference:

QUESTION 53

Which is a purpose of the 'engage' value chain activity?

A. Meeting expectations for quality, costs and time-to-market

B. Ensuring the continual improvement of services
C. Ensuring that the organization's vision is understood
D. Providing transparency and good relationships

Answer: D
Explanation/Reference:

QUESTION 54

Identify the missing word in the following sentence.

The purpose of the service configuration management practice is to ensure that accurate and reliable
information about the configuration of services, and the [?] that support them, is available when and
where it is needed.

A. suppliers
B. assets
C. customers
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D. CIs

Answer: D
Explanation/Reference:

QUESTION 55

What is described by the service value system?

A. How to apply the systems approach of the guiding principle think and work holistically
B. Services based on one or more products, designed to address needs of a target consumer group
C. How all the components and activities of the organization work together as a system to enable
value creation
D. Joint activities performed by a service provider and a service consumer to ensure continual value
co-creation

Answer: C
Explanation/Reference:

QUESTION 56

Which practice requires that staff demonstrate excellent customer service skills, such as empathy and
emotional intelligence?

A. Release management
B. Service desk
C. Problem management
D. Supplier management

Answer: B
Explanation/Reference:

QUESTION 57
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What is defined as any component that needs to be managed in order to deliver an IT service?

A. A service request
B. An IT asset
C. A configuration item (CI)
D. An incident

Answer: C
Explanation/Reference:

QUESTION 58

Which guiding principle recommends using the minimum number of steps necessary to achieve an
objective?

A. Progress iteratively with feedback

B. Think and work holistically
C. Keep it simple and practical
D. Focus on value

Answer: C
Explanation/Reference:

QUESTION 59

Which TWO statements about the 'service request management' practice are CORRECT?
1. Service requests are part of normal service delivery
2. Complaints can be handled as service requests
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests

A. 3 and 4
B. 2 and 3
C. 1 and 4
D. 1 and 2
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Answer: D
Explanation/Reference:

QUESTION 60

What is an IT asset?

A. The removal of anything that could have a direct or indirect effect on services
B. Any component that needs to be managed in order to deliver a service
C. A request from a user that initiates a service action
D. Any financially valuable component that can contribute to delivery of an IT product or service

Answer: D
Explanation/Reference:

QUESTION 61

Which dimension includes a workflow management system?

A. Value streams and processes

B. Partners and suppliers
C. Information and technology
D. Organizations and people

Answer: A
Explanation/Reference:

QUESTION 62

Identify the missing word in the following sentence.

A service is a means of enabling value co-creation by facilitating outcomes that customers want to
achieve, without
the customer having to manage specific [?] and risks.
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A. information
B. utility
C. warranty
D. costs

Answer: D
Explanation/Reference:

QUESTION 63

Which of these should be logged and managed as a problem?

A. Trend analysis shows a large number of similar incidents

B. A user requests delivery of a laptop
C. A monitoring tool detects a change of state for a service
D. 'Continual improvement' needs to prioritize an improvement opportunity

Answer: A
Explanation/Reference:

QUESTION 64

In which TWO situations should the ITIL guiding principles be considered?

1. In every initiative
2. In relationships with all stakeholders
3. Only in specific initiatives where the principle is relevant
4. Only in specific stakeholder relationships where the principle is relevant

A. 1 and 2
B. 1 and 4
C. 2 and 3
D. 3 and 4

Answer: A
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Explanation/Reference:

QUESTION 65

Which guiding principle recommends coordinating all dimensions of service management?

A. Start where you are

B. Think and work holistically
C. Keep it simple and practical
D. Progress iteratively with feedback

Answer: B
Explanation/Reference:

QUESTION 66

What is the purpose of the 'relationship management' practice?

A. To support the agreed quality of a service handling all agreed, userinitiated service requests
B. To set clear business-based targets for service performance
C. To establish and nurture the links between the organization and its stakeholders
D. To align the organization's practices and services with changing business needs

Answer: C
Explanation/Reference:

QUESTION 67

How should the workflow for a new service request be designed?

A. Use a single workflow for all types of service request

B. Leverage existing workflows whenever possible
C. Use different workflows for each type of service request
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D. Avoid workflows for simple service requests

Answer: B
Explanation/Reference:

QUESTION 68

What is the purpose of the 'information security management1 practice?

A. To ensure that accurate and reliable information about the configuration of services is available
when and where it is needed
B. To observe services and service components
C. To protect the information needed by the organization to conduct its business
D. To plan and manage the full lifecycle of all IT assets

Answer: C
Explanation/Reference:

QUESTION 69

Identify the missing word in the following sentence.

The use of [?] should support, not replace what is observed, when using the 'start where you are1
guiding principle.

A. plans
B. measurement
C. process
D. tools

Answer: B
Explanation/Reference:

QUESTION 70
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How should automation be implemented?

A. By initially concentrating on the most complex tasks

B. By optimizing as much as possible first
C. By replacing human intervention wherever possible
D. By replacing the existing tools first

Answer: C
Explanation/Reference:

QUESTION 71

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

A. Populating and maintaining the asset register

B. Providing a clear path for users to report issues, queries, and requests
C. Delivering tactical and operational engagement with customers
D. Identifying and logging opportunities

Answer: D
Explanation/Reference:

QUESTION 72

Which competencies are required by the 'service level management' practice?

A. Problem investigation and resolution

B. Incident analysis and prioritization
C. Business analysis and commercial management
D. Balanced scorecard reviews and maturity assessment

Answer: C
Explanation/Reference:
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QUESTION 73

Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity
assessments?

A. Incident management
B. Continual improvement
C. Service request management
D. Problem management

Answer: B
Explanation/Reference:

QUESTION 74

Which statement about costs is CORRECT?

A. Costs removed from the consumer are part of service consumption

B. Costs imposed on the consumer are costs of service utility
C. Costs removed from the consumer are part of the value proposition
D. Costs imposed on the consumer are costs of service warranty

Answer: C
Explanation/Reference:

QUESTION 75

What is typically needed to assign complex incidents to support groups?

A. The incident priority

B. The incident category
C. A change schedule
D. A self-help tool
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Answer: B
Explanation/Reference:

QUESTION 76

Which practice has a purpose that includes aligning the organization's practices and services with
changing business needs?

A. Relationship management
B. Continual improvement
C. Service configuration management
D. Service level management

Answer: B
Explanation/Reference:

QUESTION 77

A major incident has been closed, but there is a risk that it might happen again. How should this be
logged and managed?

A. As an event
B. As a problem
C. As a service request
D. As a change request

Answer: B
Explanation/Reference:

QUESTION 78

What should be done to determine the appropriate metrics for measuring a new service?

A. Measuring the performance over the first six months, and basing a solution on the results
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B. Asking customers to provide numerical targets that meet their needs

C. Using operational data to provide detailed service reports
D. Asking customers open questions to establish their requirements

Answer: C
Explanation/Reference:

QUESTION 79

Which dimension includes activities and workflows?

A. Value streams and processes

B. Partners and suppliers
C. Information and technology
D. Organizations and people

Answer: A
Explanation/Reference:

QUESTION 80

What should be used to set user expectations for request fulfilment times?

A. The consumer demand for the service

B. The time that the customer indicates for service delivery
C. The service levels of the supplier
D. The time needed to realistically deliver the service

Answer: D
Explanation/Reference: