ITIL 4 Foundation isn't actually this easy, right?
I've never read about or studied ITIL, but I saw a job posting that has ITIL Foundation as one of the qualifications, so I took this practice test on Quizlet just to see what it's all about. All of the questions, while presented a little oddly, seemed like common sense. Is the real test this easy or is this not an accurate representation of the real test?
Your answers
Term
Which practice has the purpose of making new and changed services and features available for
use?
A. Change control
B. Service request management
C. Release management
D. Deployment management
Nice work!
B. The purpose of the 'plan' value chain activity is "to ensure a shared
understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across the organization." Ref 4.5.1
Rationale:
A. Incorrect. The purpose of the 'improve' value chain activity is "to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management." Ref 4.5.2
C. Incorrect. The purpose of the 'deliver and support' value chain activity is "to ensure that services are delivered and supported according to agreed specifications and stakeholders' expectations." Ref 4.5.6
D. Incorrect. The purpose of the 'obtain/build' value chain activity is "to ensure that service components are available when and where they are needed, and meet agreed specifications." Ref 4.5.5
C. "The purpose of the release management practice is to make new and changed services and features available for use". Ref 5.2.9
Rationale:
A. Incorrect. "The purpose of the change control practice is to maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule." Ref 5.2.4
B. Incorrect. "The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner". Ref 5.2.16
D. Incorrect. "The purpose of the deployment management practice is to move new or changed hardware, software, documentation, processes, or any other component to live environments." Ref 5.3.1
D. "The purpose of the deployment management practice is to move new or
changed hardware, software, documentation, processes, or any other component to
live environments." Ref 5.3.1
Rationale:
A. Incorrect. "The purpose of the change control practice is to maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule". Ref 5.2.4
B. Incorrect. "The purpose of the release management practice is to make new and changed services and features available for use." Ref 5.2.8
C. Incorrect. "The purpose of the IT asset management practice is to plan and manage the full lifecycle of all IT assets". Ref 5.2.6
D. "continual improvement is everyone's responsibility" and "The
commitment to and practice of continual improvement must be embedded into every
fibre of the organization". Ref 5.1.2
Rationale:
A. Incorrect. The 'service level management' practice is not the responsibility of
everyone in the organization. A number of roles are required but there is no fixed
structure. It is recommended that there is an independent and non-aligned role
where possible. Ref 5.2.15
B. Incorrect. The 'change control' practice is not the responsibility of everyone in the
organization. Many roles can be assigned to change control such as change
authority. It also requires input from people with specialist knowledge. Ref 5.2.4
C. Incorrect. The 'problem management' practice is not the responsibility of
everyone in the organization. Most problem management activity relies on the
knowledge and experience of staff. Ref 5.2.8
Don't know?
1 of 20
Definition
C "The first step in focusing on value is knowing who is being served. In each situation the service provider must, therefore, determine who the service consumer is". Ref 4.3.1.1
Rationale:
A. Incorrect. It is essential to determine who the service consumer is, and what they value. The outcomes should be based on this understanding, rather than determining them. "The first step in focusing on value is knowing who is being served. In each situation the service provider must, therefore, determine who the service consumer is". Ref 4.3.1.1
B. Incorrect. Suppliers and partners are possible stakeholders, but it is important to identify the service consumer first. "The first step in focusing on value is knowing who is being served. In each situation the service provider must, therefore, determine who the service consumer is". Ref 4.3.1.1
D. Incorrect. The cost of providing the service may have some impact on the value from the perspective of the service provider. But "The first step in focusing on value is knowing who is being served. In each situation the service provider must,
therefore, determine who the service consumer is". Ref 4.3.1.1
Awesome!
What should be done first when applying the 'focus on value' guiding principle?
A. Identify the outcomes that the service facilitates
B. Identify all suppliers and partners involved in the service
C. Determine who the service consumer is in each situation
D. Determine the cost of providing the service
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 change
What happens if a workaround becomes the permanent way of dealing with a problem that cannot
be resolved cost-effectively?
A. A change request is submitted to change control
B. Problem management restores the service as soon as possible
C. The problem remains in the known error status
D. The problem record is deleted
Which is a key consideration for the guiding principle 'keep it simple and practical'?
A. Try to create a solution for every exception
B. Understand how each element contributes to value creation
C. Ignore the conflicting objectives of different stakeholders
D. Start with a complex solution, then simplify
Don't know?
2 of 20
Term
Which is a recommendation of the 'service desk' practice?
A. Service desks should avoid the use of automation
B. Service desks should be highly technical
C. Service desks should understand the wider organization
D. Service desks should be a physical team in a single fixed location
Excellent!
C."Another key aspect of a good service desk is its practical understanding of the wider organization, the business processes, and the users." Ref 5.2.14
Rationale:
A. Incorrect. "With increased automation, AI, robotic process automation (RPA), and chatbots, service desks are moving to provide more self-service logging and resolution directly via online portals and mobile applications." Ref 5.2.14
B. Incorrect. "The service desk may not need to be highly technical, although some are." Ref 5.2.14
D. Incorrect. "In some cases, the service desk is a tangible team, working in a single location... In other cases, a virtual service desk allows agents to work from multiple locations, geographically dispersed." Ref 5.2.14
C. "This process does NOT usually include detailed procedures for how to diagnose, investigate, and resolve incidents." Ref 5.2.5
A. Incorrect. "There may be scripts for collecting information from users during initial contact". Ref 5.2.5
B. Incorrect. "There should be a formal process for logging and managing incidents." Ref 5.2.5
D. Incorrect. "Investigation of more complicated incidents often requires knowledge and expertise, rather than procedural steps." Ref 5.2.5
A."Although everyone should contribute in some way, there should at least
be a small team dedicated full-time to leading continual improvement efforts and
advocating the practice across the organization." Ref 5.1.2
Rationale:
B. Incorrect. "Different types of improvements may call for different improvement
methods. For example, some improvements may be best organized into a multiphase project, while others may be more appropriate as a single quick effort." Ref
5.1.2
C. Incorrect. "The continual improvement practice is integral to the development and
maintenance of every other practice." Ref 5.1.2
D. Incorrect. "When third-party suppliers form part of the service landscape, they
should also be part of the improvement effort." Ref 5.1.2
B. The 'keep it simple and practical' guiding principle states: "When
analyzing a practice, process, service, metric, or other
improvement target, always ask whether it contributes to value creation." Ref 4.3.6.1
Rationale:
A. Incorrect. "Trying to provide a solution for every exception will often lead to overcomplication. When creating a process or a
service, designers need to think about exceptions, but they cannot cover them all. Instead, rules should be designed that can be used to handle exceptions generally." Ref 4.3.6
C. Incorrect. "When designing, managing, or operating practices, be mindful of conflicting objectives ... the organization should agree on a balance between its competing objectives." Ref 4.3.6.2
D. Incorrect. "It is better to start with an uncomplicated approach and then carefully add controls, activities, or metrics when it is seen that they are truly needed." Ref 4.3.6.1
Don't know?
3 of 20
Term
Which statement about a change authority is CORRECT?
A. A single change authority should be assigned to authorize all types of change and change
models
B. A change authority should be assigned for each type of change and change model
C. Normal changes are pre-authorized and do not need a change authority
D. Emergency changes can be implemented without authorization from a change authority
You've got this!
B. From the service consumer's perspective, there are two types of costs involved in service relationships:
Costs removed from the service consumer by the service (a part of the value proposition). This may include costs of staff, technology, and other resources which are not needed by the consumer.
Costs imposed on the consumer by the service (the costs of service consumption). The total cost of consuming a service includes the price charged by the service provider (if any), plus other costs such as staff training, costs of network utilization, procurement, etc. Ref 2.5.2
Rationale:
A. Incorrect. The price of the service is only part of the costs imposed on the consumer. The cost of creating the service is a concern of the service provider, not the service consumer. The service consumer should also evaluate the costs removed from the consumer. Ref 2.5.2
C. Incorrect. C. The cost of provisioning the service, and the cost of improving the service are concerns of the service provider, not the service consumer. The service consumer should evaluate the costs removed from the consumer and the costs imposed on the consumer. Ref 2.5.2
D. Incorrect. The two types of cost that a service consumer should evaluate are costs removed from the consumer and costs imposed on consumers. The cost of hardware and software may be included in either of these, but will only be part of that cost. Ref 2.5.2
A."These are low-risk, pre-authorized changes that are well understood and fully documented, and can be implemented without needing additional authorization. They are often initiated as service requests, but may also be operational changes. When the procedure for a standard change is created or modified, there should be a full risk assessment and authorization as for any other change. This risk assessment does not need to be repeated each time the standard
change is implemented; it only needs to be done if there is a modification to the way it is carried out." Ref 5.2.4
Rationale:
B. Incorrect. Normal changes are "changes that need to be scheduled, assessed, and authorized." Ref 5.2.4
C. Incorrect. An emergency change that is needed to resolve an incident should still be assessed and authorized. "As far as possible, emergency changes should be subject to the same testing, Assessment, and authorization as normal changes". Ref
5.2.4
D. Incorrect. This is a description of a normal change: "changes that need to be scheduled, assessed, and authorized". Ref 5.2.4
A. "Service desks provide a clear path for users to report issues, queries,
and requests, and have them acknowledged, classified, owned, and actioned"
Rationals:
B. Incorrect. The 'incident management' practice deals only with incidents, not
queries and requests. "The purpose of the incident management practice is to
minimize the negative impact of incidents by restoring normal service operation as
quickly as possible". Ref 5.2.5
C. Incorrect. The 'change control' practice deals only with change requests, not
other queries and requests. "The purpose of the change control practice is to
maximize the number of successful service and product changes by ensuring that
risks have been properly assessed, authorizing changes to proceed, and managing
the change schedule". Ref 5.2.4
D. Incorrect. The 'service level management' practice ensures service targets are
met. It does not manage queries and requests from users. "The purpose of the
service level management practice is to set clear business-based targets for service
performance, so that the delivery of a service can be properly assessed, monitored,
and managed against these targets".
B. "It is essential that the correct change authority is assigned to each type
of change to ensure that change control is both efficient and effective." For normal
changes, "change models based on the type of change determine the roles for
assessment and authorization". Ref 5.2.4
Rationale:
A. Incorrect. "It is essential that the correct change authority is assigned to each type of change to ensure that change control is both efficient and effective." For normal changes, "change models based on the type of change determine the roles for assessment and authorization". A single change authority is inadequate. Ref 5.2.4
C. Incorrect. Normal changes are "changes that need to be scheduled, assessed, and authorized following a process." Thus, all normal changes will be authorized by a change authority. Standard changes can be pre-authorized: "These are low-risk, pre-authorized changes that are well understood and fully documented, and can be
implemented without needing additional authorization". Ref 5.2.4
D. Incorrect. "Emergency changes are not typically included in a change schedule, and the process for assessment and authorization is expedited to ensure they can be implemented quickly." Therefore, all emergency changes will be authorized by a change authority. Ref 5.2.4
Don't know?
4 of 20
Definition
C. The description of the 'progress iteratively with feedback' guiding
principle says "by organizing work into smaller, manageable sections that can be executed and completed in a timely manner, the focus on each effort will be sharper and easier to maintain." Ref 4.3.3
Rationale:
A. Incorrect. The 'Focus on value' guiding principle helps to ensure that you consider all aspects of value for the service consumer, as well as the service provider and other stakeholders. It does not specifically describe organizing work into smaller, manageable sections that can be executed and completed in a timely manner. Ref 4.3.1
B. Incorrect. The 'Start where you are' guiding principle helps to avoid waste and leverage existing services, processes, people, tools, etc. It does not specifically describe organizing work into smaller, manageable sections that can be executed and completed in a timely manner. Ref 4.3.2
D. Incorrect. The 'collaborate and promote visibility' guiding principle helps to involve the right people and provide better decision-making and greater likelihood of success. It does not specifically describe organizing work into smaller, manageable sections that can be executed and completed in a timely manner. Ref 4.3.4
You're doing great!
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 representativ
Which guiding principle recommends collecting data before deciding what can be re-used?
A. Focus on value
B. Start where you are
C. Keep it simple and practical
D. Progress iteratively with feedback
Which guiding principle recommends that the four dimensions of service management are
considered?
A. Think and work holistically
B. Progress iteratively with feedback
C. Focus on value
D. Keep it simple and practical
Which guiding principle recommends organizing work into smaller, manageable sections that can
be executed and completed in a timely manner?
A. Focus on value
B. Start where you are
C. Progress iteratively with feedback
D. Collaborate and promote visibility
Don't know?
5 of 20
Term
Which is NOT a key focus of the 'information and technology' dimension?
A. Security and compliance
B. Communication systems and knowledge bases
C. Workflow management and inventory systems
D. Roles and responsibilities
Nice work!
C. Correct. "The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users." Ref 5.2.14
Rationale:
A. Incorrect. "The purpose of the problem management practice is to reduce thelikelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors." Ref 5.2.8
B. Incorrect. "The purpose of the change control practice is to maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule." Ref 5.2.4
D. Incorrect. "The purpose of the service level management practice is to set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets." Ref 5.2.1.5
B. The 'keep it simple and practical' guiding principle states: "When
analyzing a practice, process, service, metric, or other
improvement target, always ask whether it contributes to value creation." Ref 4.3.6.1
Rationale:
A. Incorrect. "Trying to provide a solution for every exception will often lead to overcomplication. When creating a process or a
service, designers need to think about exceptions, but they cannot cover them all. Instead, rules should be designed that can be used to handle exceptions generally." Ref 4.3.6
C. Incorrect. "When designing, managing, or operating practices, be mindful of conflicting objectives ... the organization should agree on a balance between its competing objectives." Ref 4.3.6.2
D. Incorrect. "It is better to start with an uncomplicated approach and then carefully add controls, activities, or metrics when it is seen that they are truly needed." Ref 4.3.6.1
D. Correct. "The organizations and people dimension of a service covers roles and
responsibilities, formal organizational structures, culture, and required staffing and
competencies, all of which are related to the creation, delivery, and improvement of
a service." Ref 3.1
Rationale:
A. Incorrect. "The challenges of information management, such as those presented
by security and regulatory compliance requirements, are also a focus of [the
'information and technology] dimension". Ref 3.2
B. Incorrect. "The technologies that support service management include, but are
not limited to, workflow management systems, knowledge bases, inventory systems,
communication systems, and analytical tools". Ref 3.2
C. Incorrect. "The technologies that support service management include, but are
not limited to, workflow management systems, knowledge bases, inventory systems,
communication systems, and analytical tools." Ref 3.2
D. "continual improvement is everyone's responsibility" and "The
commitment to and practice of continual improvement must be embedded into every
fibre of the organization". Ref 5.1.2
Rationale:
A. Incorrect. The 'service level management' practice is not the responsibility of
everyone in the organization. A number of roles are required but there is no fixed
structure. It is recommended that there is an independent and non-aligned role
where possible. Ref 5.2.15
B. Incorrect. The 'change control' practice is not the responsibility of everyone in the
organization. Many roles can be assigned to change control such as change
authority. It also requires input from people with specialist knowledge. Ref 5.2.4
C. Incorrect. The 'problem management' practice is not the responsibility of
everyone in the organization. Most problem management activity relies on the
knowledge and experience of staff. Ref 5.2.8
Don't know?
6 of 20
Definition
A. "Service desks provide a clear path for users to report issues, queries,
and requests, and have them acknowledged, classified, owned, and actioned"
Rationals:
B. Incorrect. The 'incident management' practice deals only with incidents, not
queries and requests. "The purpose of the incident management practice is to
minimize the negative impact of incidents by restoring normal service operation as
quickly as possible". Ref 5.2.5
C. Incorrect. The 'change control' practice deals only with change requests, not
other queries and requests. "The purpose of the change control practice is to
maximize the number of successful service and product changes by ensuring that
risks have been properly assessed, authorizing changes to proceed, and managing
the change schedule". Ref 5.2.4
D. Incorrect. The 'service level management' practice ensures service targets are
met. It does not manage queries and requests from users. "The purpose of the
service level management practice is to set clear business-based targets for service
performance, so that the delivery of a service can be properly assessed, monitored,
and managed against these targets".
Awesome!
Which guiding principle recommends collecting data before deciding what can be re-used?
A. Focus on value
B. Start where you are
C. Keep it simple and practical
D. Progress iteratively with feedback
Which practices are typically involved in the implementation of a problem resolution?
- Continual improvement
- Service request management
- Service level management
- Change control
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
Which practice is the responsibility of everyone in the organization?
A. Service level management
B. Change control
C. Problem management
D. Continual improvement
Which practice includes the classification and ownership of queries and requests from users?
A. Service desk
B. Incident management
C. Change control
D. Service level management
Don't know?
7 of 20
Term
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
Excellent!
C. "Service level management identifies metrics and measures that are a
truthful reflection of the customer's actual experience and level of satisfaction with
the whole service," and "Engagement is needed to understand and confirm the actual ongoing needs and requirements of customers, not simply what is interpreted
by the service provider or has been agreed several years before."
Rationales:
A. Incorrect. "The purpose of the continual improvement practice is to align the
organization's practices and services with changing business needs through the
ongoing improvement of products, services, and practices, or any element involved
in the management of products and services." Ref 5.1.2
B. Incorrect. "The purpose of the service desk practice is to capture demand for
incident resolution and service requests. It should also be the entry point and single
point of contact for the service provider with all of its users." Ref 5.2.14
D. Incorrect. "The purpose of the problem management practice is to reduce the
likelihood and impact of incidents by identifying actual and potential causes of
incidents, and managing workarounds and known errors".
C. "The purpose of the release management practice is to make new and changed services and features available for use". Ref 5.2.9
Rationale:
A. Incorrect. "The purpose of the change control practice is to maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule." Ref 5.2.4
B. Incorrect. "The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner". Ref 5.2.16
D. Incorrect. "The purpose of the deployment management practice is to move new or changed hardware, software, documentation, processes, or any other component to live environments." Ref 5.3.1
D.The 'value streams and processes' dimension "focuses on what
activities the organization undertakes and how they are organized, as well as how
the organization ensures that it is enabling value creation for all stakeholders
efficiently and effectively." Ref 3.4
Rationale:
A. Incorrect. The 'organizations and people' dimension describes "roles and
responsibilities, formal organizational structures, culture, and required staffing and
competencies." Ref 3.1
B. Incorrect. The 'information and technology' dimension includes "the information
and knowledge necessary for the management of services, as well as the
technologies required" and "the information created, managed, and used in the
course of service provision and consumption, and the technologies that support and
enable that service." Ref 3.2
C. Incorrect. "The partners and suppliers dimension encompasses an organization's
relationships with other organizations that are involved in the design, development,
deployment, delivery, support and/or continual improvement of services. It also
incorporates contracts and other agreements between the organization and its
partners or suppliers". Ref 3.3
D. "The purpose of the deployment management practice is to move new or
changed hardware, software, documentation, processes, or any other component to
live environments." Ref 5.3.1
Rationale:
A. Incorrect. "The purpose of the change control practice is to maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule". Ref 5.2.4
B. Incorrect. "The purpose of the release management practice is to make new and changed services and features available for use." Ref 5.2.8
C. Incorrect. "The purpose of the IT asset management practice is to plan and manage the full lifecycle of all IT assets". Ref 5.2.6
Don't know?
8 of 20
Term
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
You've got this!
B. The 'start where you are' guiding principle recommends that "Services
and methods already in place should be measured and/or observed directly to
properly understand their current state and what can be reused from them... Getting
data from the source helps to avoid assumptions which, if proven to be unfounded,
can be disastrous to timelines, budgets and the quality of results." Ref 4.3.2
A. Incorrect. The 'focus on value' guiding principle states that "All activities conducted by the organization should link back, directly or indirectly, to value for itself, its customers, and other stakeholders." Ref 4.3.1
C. Incorrect. The 'keep it simple and practical' guiding principle states that an organization should "Always use the minimum number of steps needed to accomplish an objective." Ref 4.3.6
D. Incorrect. The 'progress iteratively with feedback principle states that "By organizing work into smaller, manageable sections that can be executed and completed in a timely manner, the focus on each effort will be sharper and easier to maintain." Ref 4.3.3
D.The 'value streams and processes' dimension "focuses on what
activities the organization undertakes and how they are organized, as well as how
the organization ensures that it is enabling value creation for all stakeholders
efficiently and effectively." Ref 3.4
Rationale:
A. Incorrect. The 'organizations and people' dimension describes "roles and
responsibilities, formal organizational structures, culture, and required staffing and
competencies." Ref 3.1
B. Incorrect. The 'information and technology' dimension includes "the information
and knowledge necessary for the management of services, as well as the
technologies required" and "the information created, managed, and used in the
course of service provision and consumption, and the technologies that support and
enable that service." Ref 3.2
C. Incorrect. "The partners and suppliers dimension encompasses an organization's
relationships with other organizations that are involved in the design, development,
deployment, delivery, support and/or continual improvement of services. It also
incorporates contracts and other agreements between the organization and its
partners or suppliers". Ref 3.3
C."The purpose of the service desk practice is to capture demand for
incident resolution and service requests. It should also be the entry point and single
point of contact for the service provider with all of its users." Ref 5.2.14
Rationale:
A. Incorrect. "The purpose of the incident management practice is to minimize the
negative impact of incidents by restoring normal service operation as quickly as
possible." The 'incident management' practice does not provide a single point of
contact for service users. Ref 5.2.5
B. Incorrect. "The purpose of the change control practice is to maximize the number
of successful service and product changes by ensuring that risks have been
properly assessed, authorizing changes to proceed, and managing the change
schedule." The 'change control' practice does not provide a single point of contact
for service users. Ref 5.2.4
D. Incorrect. "The purpose of the service request management practice is to support
the agreed quality of a service by handling all pre-defined, user-initiated service
requests in an effective and user-friendly manner." The 'service request
management' practice does not provide a single point of contact for service users.
Ref 5.2.16
A. The 'think and work holistically' guiding principle advises that all aspects
of an organization are considered when providing value in the form of services. This
includes all four dimensions of service management (organizations and people;
information and technology; partners and suppliers; value streams and processes).
"Services are delivered to internal and external service consumers through the
coordination and integration of the four dimensions of service management." Ref
4.3.5
Rationale:
B. Incorrect. The 'progress iteratively with feedback' guiding principle is concerned
with breaking initiatives into manageable sections that can be executed more easily.
It is not primarily concerned with addressing the four dimensions of service
management. Ref 4.3.3
C. Incorrect. The 'focus on value' guiding principle ensures that everything that the
organization does links back to providing value to service consumers. It is not
primarily concerned with addressing the four dimensions of service management.
Ref 4.3.1
D. Incorrect. The 'keep it simple and practical' guiding principle focuses on keeping
things simple by reducing complexity and eliminating unnecessary activities and
steps. It is not primarily concerned with addressing the four dimensions of service
management. Ref 4.3.6
Don't know?
9 of 20
Character limit reached