Questions for the ITIL 4 FOUNDATION were updated on : Dec 01 ,2025
identify the missing word(s) in the following sentence.
The purpose or the problem management practice is to reduce the likehood and impact of incidents
by identifying actual and potential causes of incidents and managing [?] and Known errors.
D
What are the KEY stakeholder groups that service providers should cooperate with?
B
Which of the following practices suggests that organizations should develop competencies in
methodologies and techniques, like SWOT (strength, weakness, opportunity and threat) analysis and
balanced scorecard review in order to meet their needs?
B
Which practice guarantees that users have a range of access channels to choose from to report
problems?
A
What is included in the purpose of the 'IT asset management' practice?
B
Which of the following statements is included in the 'improve' value chain activity's purpose'?
A
What is including in the purpose of the relationship management practice?
C
Which component is focused on the activities needed by an organization to help it co-create value?
A
Which of the following guiding principles proposes the elimination of unnecessary work?
A
What is the value of a service?
A
A user wants to know how to create a report so they come into contact with the service desk.
Which practice is MOST likely to help with the solution of this issue?
C
Explanation:
The service request management practice supports the agreed quality of a service by handling all
pre-defined, user-initiated service requests in an effective and user-friendly manner1
.
A service
request is a request from a user or a user’s authorized representative that initiates a service action
that has been agreed as a normal part of service delivery2
.
A user wanting to know how to create a
report is an example of a service request that can be handled by the service request management
practice3
. The other statements are not true because:
Incident management: The incident management practice restores normal service operation as
quickly as possible after an interruption or reduction in quality of an IT service1
.
A user wanting to
know how to create a report is not an incident, as it does not affect the availability or performance of
a service2
.
Service level management: The service level management practice sets clear business-based targets
for service performance, so that the delivery of a service can be properly assessed, monitored, and
managed against these targets1
.
This practice does not directly handle user requests, but it may
define the service level agreements (SLAs) and service level objectives (SLOs) that apply to them2
.
Change enablement: The change enablement practice maximizes the number of successful service
and product changes by ensuring that risks have been properly assessed, authorized, and managed
within a schedule1
.
A change is the addition, modification, or removal of anything that could have a
direct or indirect effect on IT services2
.
A user wanting to know how to create a report is not a
change, as it does not alter the configuration or functionality of a service
component2
. Reference:
ITIL Foundation - ITIL 4 Edition
, page 16;
ITIL® 4 – A Pocket Guide
, page
37;
ITIL® 4 Practice Guide: Service Request Management
, page 7.
Which statement about a continual improvement register (CIR)' is TRUE?
C
Explanation:
The continual improvement practice aligns the organization’s practices and services with changing
business needs through the ongoing identification and improvement of services, service
components, practices, or any element involved in the efficient and effective management of
products and services1
.
A continual improvement register (CIR) is a tool used to track and manage
improvement ideas from identification through to final action2
.
It helps to prioritize, monitor, and
communicate the status of improvement initiatives3
. The other statements are not true because:
Used to help plan changes, assist in communication avoid conflicts and assign resources: This
describes the purpose of a change schedule, which is a tool used by the change enablement
practice2
.
Used to select the right method, model or technique for identifying improvements: This describes
the purpose of a continual improvement model (CIM), which is a tool used by the continual
improvement practice2
.
Used to provide a formal description of one or more services designed to address the needs of a
target consumer group: This describes the purpose of a service offering, which is an output of the
engage activity of the service value chain1
. Reference:
ITIL Foundation - ITIL 4 Edition
, page 15;
ITIL®
4 – A Pocket Guide
, page 34;
ITIL® 4 Practice Guide: Continual Improvement
, page 9.
Which is the MOST LIKELY way of resolving major incidents?
C
Explanation:
The incident management practice aims to minimize the negative impact of incidents by restoring
normal service operation as quickly as possible1
.
A major incident is an incident that has a significant
impact or urgency for the business and requires a high level of coordination and resources to
resolve2
.
The most likely way of resolving major incidents is by forming a temporary team working
together to identify a resolution, such as a major incident team or a swarming team3
. The other
statements are not true because:
Users establishing a resolution using self-help: Self-help is an option for users to resolve their own
incidents with minimal or no assistance from the service provider, but it is not suitable for major
incidents that require urgent and expert attention3
.
The service desk identifying the cause and a resolution: The service desk is responsible for logging,
categorizing, prioritizing, and escalating incidents, but it may not have the skills or authority to
identify the cause and a resolution for major incidents that involve multiple teams or suppliers3
.
A support team following detailed procedures for investigating the incident: A support team may
follow detailed procedures for investigating the incident, but it may not be able to resolve major
incidents that require cross-functional collaboration or escalation3
. Reference:
ITIL Foundation - ITIL
4 Edition
, page 14;
ITIL® 4 – A Pocket Guide
, page 32;
ITIL® 4 Practice Guide: Incident Management
,
page 8.
Which of the following is a necessity to a successful service level agreement (SLAs)?
A
Explanation:
A service level agreement (SLA) is a documented agreement between a service provider and a
customer that identifies both services required and the expected level of service1
.
A necessity to a
successful SLA is that the language and terms used in the SLA should be commonly understood by all
parties, to avoid ambiguity, confusion, and disputes2
. The other statements are not true because:
Base the SLA on system-based metrics that are useful to the service provider: The SLA should be
based on customer-based metrics that are meaningful to the customer and reflect the value of the
service2
.
In order to promote consistent service, they should be carried forward, unchanged, from one year to
the next: The SLA should be reviewed and updated regularly to reflect changing business needs,
customer expectations, and service performance2
.
Vague targets, such as those related to user experience should be avoided: The SLA should include
both quantitative and qualitative targets, such as those related to user experience, satisfaction, and
perception, as well as availability, reliability, and security2
. Reference:
ITIL Foundation - ITIL 4 Edition
,
page 16;
ITIL® 4 – A Pocket Guide
, page 37;
ITIL® 4 Practice Guide: Service Level Management
, page
8.
Which practice guarantees that users nave a range of access channels to choose from to report
problems?
A
Explanation:
The service desk practice provides a single point of contact for users and customers to report issues,
make requests, or seek guidance1
.
This practice guarantees that users have a range of access
channels to choose from to report problems, such as phone, email, web portal, chatbot, or self-
service2
.
This helps to improve user satisfaction, reduce frustration, and increase
efficiency3
. Reference:
ITIL Foundation - ITIL 4 Edition
, page 14;
ITIL® 4 – A Pocket Guide
, page
32;
ITIL® 4 Practice Guide: Service Desk
, page 7.