ITIL 4 Foundation Practice Test

Answer choices

1. A. Start where you are — Assess and use what already exists before replacing or rebuilding it
2. B. Focus on value — Base decisions on what creates value for consumers and other stakeholders
3. C. Collaborate and promote visibility — Involve the right people and make relevant work and information visible
4. D. Keep it simple and practical — Use the minimum steps and complexity needed to achieve the objective

Wrong-answer review

• B. Focus on value — Base decisions on what creates value for consumers and other stakeholders: Focus on value is a valid guiding principle, but it is less directly matched to the constraint described here.
• C. Collaborate and promote visibility — Involve the right people and make relevant work and information visible: Collaborate and promote visibility is a valid guiding principle, but it is less directly matched to the constraint described here.
• D. Keep it simple and practical — Use the minimum steps and complexity needed to achieve the objective: Keep it simple and practical is a valid guiding principle, but it is less directly matched to the constraint described here.

Answer choices

1. A. Ignore experience because meeting an SLA proves that value has been achieved.
2. B. Review service experience as well as utility and warranty when evaluating perceived value
3. C. Replace warranty with experience because assurance no longer matters after launch
4. D. Measure only provider costs because customer perception is outside the scope of service management.

Answer choices

1. A. Relationship management — Establish and nurture links between the organization and its stakeholders
2. B. Service level management — Set clear business-based targets for service utility, warranty, and experience
3. C. Change enablement — Maximize successful changes through risk assessment, authorization, and change scheduling
4. D. Supplier management — Ensure suppliers and their performance are managed appropriately to support quality products and services

Answer choices

1. A. Collaborate and promote visibility — Involve the right people and make relevant work and information visible
2. B. Keep it simple and practical — Use the minimum steps and complexity needed to achieve the objective
3. C. Focus on value — Base decisions on what creates value for consumers and other stakeholders
4. D. Start where you are — Assess and use what already exists before replacing or rebuilding it

Answer choices

1. A. Guiding principles — Recommendations that guide an organization in all circumstances
2. B. Practices — Sets of organizational resources designed for performing work or accomplishing objectives
3. C. Governance — Means by which the organization is directed and controlled
4. D. Service value chain — An operating model for creating, delivering, and continually improving services

Answer choices

1. A. Organizations and people — Roles, skills, culture, communication, and organizational structure
2. B. Information and technology — Information, knowledge, applications, and supporting technologies
3. C. Value streams and processes — Activities, workflows, controls, and how work moves end to end
4. D. Partners and suppliers — External relationships, contracts, sourcing, and supplier dependencies.

Answer choices

1. A. Design and transition — Ensure products and services continually meet expectations for quality, cost, and time to market
2. B. Obtain/build — Ensure service components are available when and where needed and meet agreed specifications
3. C. Deliver and support — Ensure services are delivered and supported according to agreed specifications and expectations
4. D. Plan — Create shared understanding of the vision, current status, and improvement direction

Answer choices

1. A. Include clear closure and restoration communication in the service-desk workflow
2. B. Tell users to monitor infrastructure dashboards because direct communication is unnecessary after technical recovery
3. C. Leave records open indefinitely so users can infer that restoration is incomplete
4. D. Move closure communication to release management because service desk responsibilities end at escalation

Answer choices

1. A. Deployment management — Move new or changed hardware, software, documentation, processes, or other components to live environments
2. B. Change enablement — Maximize successful changes through risk assessment, authorization, and change scheduling
3. C. Release management — Make new and changed services and features available for use
4. D. IT asset management — Plan and manage the full lifecycle of IT assets to maximize value, control costs, manage risks, support decisions, and meet requirements

Answer choices

1. A. Guiding principles — Recommendations that guide an organization in all circumstances
2. B. Service value chain — An operating model for creating, delivering, and continually improving services
3. C. Practices — Sets of organizational resources designed for performing work or accomplishing objectives
4. D. Governance — Means by which the organization is directed and controlled