ITILv4 Practice Exam & Simulations

What is the definition of a service?

How can you ensure the incidents with the highest business impact are resolved first?

Which incidents should be logged?

What is NOT a phase in problem management?

If a problem cannot be resolved quickly, you might wish to document and implement a temporary solution to reduce the impact of the problem. What is this known as?

How does ‘service request management’ contribute to the ‘improve’ value chain activity?

Fill in the blank. Service requests and their fulfillment should be [?] and automated to the greatest degree possible.

Your smartphone isn’t working properly. You call the toll-free number for your service provider’s support center. Which practice would you reach that serves as the entry point for all contact between the service provider and its users?

Which is a recommendation of the ‘service desk’ practice?

What is a service level agreement used for?

How does ‘service level management’ contribute to the ‘plan’ value chain activity?

What should be included in every service level agreement?

What is the definition of a service?

Identify the missing word(s) in the following sentence. Utility is the [?] offered by a product or service to meet a particular need.

Identify the missing word in the following sentence. [?] is the practice of ensuring that risks are properly assessed, authorizing changes to proceed, and managing a change schedule in order to maximize the number of successful IT changes.

Identify the missing word(s) in the following sentence. An event is any change of state that has significance for the management of a(n) [?] or other configuration items.

What is the purpose of the ‘information security management’ practice?

What is the purpose of the ‘monitoring and event management’ practice?

What is the purpose of the ‘incident management’ practice?

What is defined as the practice of ensuring that accurate and reliable information about the configuration of services, and the configuration items that support them, is available when and where needed?

Identify the missing word in the following sentence. The [?] is the practice of capturing demand for incident resolution and service requests.

Dion Training has decided to offer two membership levels to their training programs. The first membership level includes all of their video courses, practice exams, and study guides for a single monthly fee. This plan does not provide the students with the actual exam voucher to take the certification exams, though. What term best describes this membership level which provides several services for a single price?

Which describes outputs?

What term best describes a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives?

Which describes the nature of the guiding principles?

Which guiding principle is most affected by the customer experience (CX)?

Dion Training Solutions wants to build a new service to automatically fulfill exam voucher orders for students. Currently, exam vouchers are fulfilled manually by a staff member once the order is received from the student by copying and pasting the voucher number from a spreadsheet into an email template and sending out the email to the students. Before attempting to automate this fulfillment process, the team lead takes an inventory of the current services, processes, and procedures that are being used by the voucher fulfillment team to see if they might be able to be reused. What guiding principle best describes this scenario?

Dion Training Solutions has decided to create an online course for the ITIL 4 Foundation exam. The company developed their curriculum and then invited 50 students to participate in live training to determine if the training was effective. During the training, some students didn’t understand the concept of the service value chain, so the instructor rewrote that portion of the curriculum. Which guiding principle is being demonstrated by this approach to curriculum development?

You are working to design a new service for internal use across your organization. As part of your design efforts, you form a small team with relevant stakeholders from the human resources, information technology, sales, and other relevant departments to ensure the service adequately meets each department’s needs and hope this results in great acceptance of the service when delivered. Which guiding principle best describes this scenario?

John is currently working to create a new service that would allow a customer to purchase a digital product online and have it delivered to the user’s inbox. John is responsible for the payment portion of this service, but Sally is responsible for the digital product fulfillment portion of the service. Which of the following should John do in order to follow the principle of ‘think and work holistically’?

Which of these are a key focus of the ‘organization and people’ dimension?

Which of these are NOT a key focus of the ‘partners and suppliers’ dimension?

Which ITIL concept describes the service value chain?

What operating model outlines the key activities required to respond to demand and facilitate value realization through the creation and management of products and services?

Which value chain activity includes portfolio decisions for design and transition?

When working within the ‘what is the vision’ step of the continual improvement model, what must you ensure to occur?

Bridgett is leading an improvement initiative within your company. She has been told that the company wants to have the highest customer satisfaction in the industry. Currently, the company has a customer satisfaction rating of 92% but the industry leader has an average of 94%. Bridgett decides that the company should set their goal of obtaining a 96% customer satisfaction score within the next 12 months. What step of the continual improvement model is Bridgett currently in?

What is a normal change?

Your company’s external router has just malfunctioned and needs to be replaced. The entire organization’s connection to the Wide Area Network will remain offline until this router is replaced. Which type of change should be initiated?

What is the purpose of the ‘relationship management’ practice?

What is the purpose of the ‘problem management’ practice?

Identify the missing word in the following sentence. [?] management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.

What is defined as the practice of aligning an organization’s practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services?

Identify the missing word in the following sentence. Service [?] management is the practice of setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets.

What is the purpose of the ‘problem management’ practice?

What term best describes the perceived benefits, usefulness, and importance of something?

Your organization is preparing to launch a new service. Your manager is concerned that there is a possibility that something bad might happen which could cause the service to fail and the desired outcome won’t be achieved. What term best describes your manager’s concerns?

Fill in the blank. [?] is/are defined as a recommendation that can guide an organization in all circumstances and will guide organizations when adopting service management.

You have been assigned to a team that has been asked to identify how your consumers use a particular service, what the service helps them to do, and how the service helps them to identify their goals. Which of the guiding principles should best be applied in your situation?

Your organization is currently running a web hosting service, but it is not providing sufficient utility and warranty. In order to fix this, a team has been assembled and asked to design a new web hosting service. The team manager suggests that the team first look at the existing service and its processes before they begin to design the new service. What guiding principle is being followed by the team manager?

What is the definition of utility?

Identify the missing word(s) in the following sentence. A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.

What is the definition of an IT asset?

Identify the missing word(s) in the following sentence. A(n) [?] is any component that needs to be managed in order to deliver an IT service.

Which guiding principle is focused on involving the right people in the correct roles in order to get additional buy-in for the project and increase the likelihood of long-term success?

During a review of the New Account Creation process at your company, you determine that the current process requires 15 steps to create a new account. As you analyze each step, you find that steps 3 and 5 provide no value to the process or the organization. Based on which guiding principle should you eliminate steps 3 and 5 from the process?

What refers to the use of technology to perform a step or series of steps correctly and consistently with limited or no human involvement?

Which service management dimension is focused on the roles and responsibilities of the people involved in a process’ workflow?

Which service management dimension is focused on the communication systems and knowledge bases used by employees?

Which ITIL concept describes practices?

Which of the following is NOT an activity within the service value chain?

Your company has recently engaged a new supplier to provide you with 3 routers that will handle 1 Gbps of throughput. They are scheduled for installation in three months. Your team is currently configuring the devices in preparation for installation into the network architecture based upon the design requirements. Which value chain activity would best categorize your configuration actions in this scenario?

Management has set a goal to reduce the number of physical servers in the datacenter by 10% this year. Your team is responsible for creating a plan to migrate 50% of the physical servers into virtualized systems. Which step of the continual improvement model are you currently working on?

You are working as part of an improvement initiative and your team would like to release a new module into the existing Customer Relationship Management system. Which type of change should you initiate?

What is an emergency change?

Who is responsible for approving a change within the organization?

You are attempting to print a document from your workstation to the network printer in your office. The print job failed when you attempted to print, so you called the service desk for assistance. What term best describes your issue?

Your company has decided to install a service management tool that provides incident management as one of its functions. What is the benefit of using an incident management system?

What is usually included as part of ‘incident management’?

You are working as a service desk analyst. Within the last hour, you have received 13 calls about users being unable to log on to the network. There appears to be something wrong with the domain controller. What would you classify this scenario as?

The users on the fourth floor of your building keep calling the service desk to report that their network connectivity is not working properly. The service desk logs each of these incidents, but since there are multiple incidents for the same issue, they forward it to the problem management activity for resolution. During your analysis, you determine that the network switch that services the entire fourth floor is broken and will need to be replaced. You checked the current inventory of spares, but there are none available. It appears this problem will remain for 24 hours until a new switch can be received and installed. How would you categorize the issue described in this scenario?

How does ‘service request management’ contribute to the ‘deliver and support’ value chain activity?

What is an example of an action a service request management employee would undertake as part of the ‘obtain/build’ activity?

What is true about the service desk?

What activity is the main channel for communication and collaboration with users?

You are in a quarterly service level management review with your supervisor. The manager asks your supervisor if the service desk has been meeting their SLA target metrics. Your supervisor proudly proclaims that everything is ‘green’ (meaning, we are meeting all of the targets). Just then, another executive asks, “If everything is showing as ‘green’, why am I hearing other users complain that the service is always unavailable for use?” What might be the reason for this?

How does ‘service level management’ contribute to the ‘improve’ value chain activity?

You are working as a service desk manager. One of your analysts has created a new workaround for a problem that has been causing issues for users for the last few hours. To ensure all users across the network are notified of this workaround, you decide to post the workaround on the front page of your user service portal on the intranet. During which value chain activity would this occur?

What is an example of an action a service request management employee would undertake as part of the ‘design and transition’ activity?

Identify the missing word(s) in the following sentence. A sponsor is a person who authorizes [?} for service consumption.

What is the definition of a customer?

A small start-up in San Francisco is launching a brand new iPhone app. Their staff is small, but they have big dreams and ideas for their app. The app will perform 15 different functions when it is fully developed. Currently, the app only has 4 functions completed, but the company decided to release the app to get some initial feedback. Based on the feedback, the company changed the third function to improve the customer experience and continued to add one function every 3 weeks to the app. What guiding principle best describes what the company was doing?

You have been asked to investigate an email service within your organization that is failing to meet its intended outcomes. You begin by determining the intended outcome and then observe the current service with as much objectivity as possible. Based on your observations, you are able to determine that the current service is not meeting its utility and warranty requirements. Which guiding principles best describes your actions in this scenario?

What are guiding principles considered?

What term best describes a service that is ‘fit for use’?

Which describes the functionality offered by a product or service to meet a particular need?

Dion Training is an online training organization that provides asynchronous, on-demand video training for the ITIL 4 certifications. To provide these on-demand videos, Dion Training relies on a third-party service provider to host the videos securely and stream the content directly to students when requested through Dion Training’s website. Dion Training is responsible for managing the amount of storage space utilized on the service provider’s server, as well as determining whether a student may or may not watch a particular video. What best describes these activities?

What is defined as the practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information?

What is the purpose of the ‘service request management’ practice?

What is the purpose of the ‘service configuration management’ practice?

Identify the missing word in the following sentence. The [?] is the practice of capturing demand for incident resolution and service requests.

What is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on services?

What is the definition of a problem?

Identify the missing word in the following sentence. [?] is the practice of ensuring that risks are properly assessed, authorizing changes to proceed, and managing a change schedule in order to maximize the number of successful IT changes.

What is usually included as part of ‘incident management’?

Your laptop was connected to the corporate wireless network this morning but when you came back from lunch, it refuses to connect to the network. What term best describes this scenario?

Which of the following is NOT a problem identification activity?

What is NOT a phase in problem management?

How does ‘service request management’ contribute to the ‘engage’ value chain activity?

What is an example of an action a service request management employee would undertake as part of the ‘improve’ activity?

What does a centralized service desk require?

If your company is using a single service desk located in one office building to support users from around the world, what type of service desk might this be?

What should be included in every service level agreement?

Which of the following is NOT a valid source of service level management data to use in analyzing your service level agreements?

Your laptop only has a 256GB of SSD storage installed. You have been traveling for work for the last 2 weeks and have downloaded a lot of video files to your internal storage device. Your computer is having issues because there is not enough free space. You called your service desk, but since you are out of the country, they cannot remotely back up all the files on your laptop. They recommend that you move the large files from your internal storage device (256GB SSD) to an external hard drive to free up some available space. Unfortunately, you don’t have an external hard drive with you, so you will purchase one at the store later today. How would you classify this situation and the solution recommended?

How does ‘service level management’ contribute to the ‘engage’ value chain activity?

Your organization was having a big problem with cybersecurity due to poor password management practices. You had led an improvement initiative to increase the security of the authentication system by implementing two-factor authentication. The original goal was to get at least 35% of the users to utilize two-factor authentication. During the first phase of your improvement initiative, using the two-factor authentication was voluntary for users. By the end of the first phase, it was determined that 43% of users chose to use the two-factor authentication. You want to continue the improvement efforts and increase usage to 100%. Which step in the continual improvement model should you begin with?

During which step of the continual improvement model do you create your objective baseline measurement?

Your company has spent the last 12 months working on a new improvement to the customer relationship management software in an effort to increase customer satisfaction by 4%. Janet analyzes the current metrics and compares them against the baseline metrics from 12 months ago. Which step of the continual improvement model is Janet working in?

During which step of the continual improvement model is change management and release management usually performed?

Betsy has been hired by your company to lead the process improvement efforts. You have shared with her the overall vision for the process improvement and she begins to analyze your current resources, processes, and metrics. What step of the continual improvement model is Betsy performing?

Which value chain activity ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management?

Which of the following is NOT an activity within the service value chain?

Which ITIL concept describes continual improvement?

Which of these are a key focus of the ‘value streams and processes’ dimension?

Which service management dimension is focused on an organization’s relationships with other organizations in order to deliver its services?

You have just been promoted to the role of the Service Desk manager. The manager before you loved metrics, and the Service Desk is currently spending numerous hours per week creating reports based on over 150 different metrics they call ‘measures of effectiveness’. You believe there are simply too many metrics being collected and begin an analysis of each one to determine if is it providing valuable information. For the ones you find without value, you eliminate the requirement to track and report on those metrics. Which guiding principle are you following in this scenario?

Which guiding principle is concerned with an understanding of how all the parts of an organization work together in an integrated way?

Which guiding principle is focused on increasing communication both within the project and outside of it?

Identify the missing word(s) in the following sentence. Service management is a set of specialized organizational [?] for enabling value for customers in the form of services.

Which of the following is NOT an activity within the service value chain?

Which ITIL concept describes guiding principles?

Dion Training Solutions has created an automated system that allows students to purchase their ITIL 4 Foundation exam vouchers at a discount through the Dion Training website. To accomplish this, the company sets up a 9-step automated series of activities that occurs once the student orders the voucher on the website. When this occurs, the automation selects a voucher for the student, emails them their unique voucher code and exam scheduling instructions, logs the purchase, remove the voucher from the inventory, and notifies the staff if the voucher inventory gets below a certain threshold. Which dimension of service management best represents this series of actions that is occurring through automation?

Your company has decided to implement a new management style that will significantly flatten the management hierarchy within the company. Which dimension of service management is most applicable to this change?

What refers to the process of improving and increasing the efficiency of a process or service?

Which guiding principle requires the identification and managing of all stakeholder groups in order to establish more robust communication across the staff?

A company is planning to launch a new service and expects it will take them a full year to develop, test, and release the service. The project board for the project (the new service) has decided that instead of using a waterfall development method, they will use an Agile development method. This method will rely on two-week timeboxes, which means that every two weeks, the team must deliver some portion of the final service. As these smaller pieces of the new service are delivered, beta testers will be given access to the new features and functions to test and provide their initial thoughts on the new service. What guiding principle best describes this scenario?

Which guiding principle states that there is likely something in the current services, processes, programs, projects, or organization that can be used to create the desired outcome for a new or redesigned service?

Which guiding principle may best be served by understanding the cost and financial consequences that a service consumer might face when choosing to use a service?

Your organization is currently designing a new service for implementation. The team designing the service has decided to focus on value during the design efforts. What best describes ‘focus on value’ in this context?

Fill in the blank. [?] may simultaneously be removed from a service consumer and imposed on a service provider. For example, outsourcing a service to a service provider may remove the need for the consumer to have their own IT infrastructure, but it may require them to install a faster Internet connection to reach the service provider’s servers instead.

Your organization has recently installed a brand new accounting program. The program has many functions including one that creates a report that shows the ‘Profit and Loss (P&L)’ metrics for the month. What term best describes the P&L report that is produced each month?

What is the definition of a user?

What is the definition of a configuration item?

Identify the missing word(s) in the following sentence. An incident is a(n) [?] interruption to a service or reduction in the quality of a service.

What is the purpose of the ‘change enablement’ practice?

What is the purpose of the ‘deployment management’ practice?

What is the purpose of the ‘service level management’ practice?

What is defined as the practice of planning and managing the full lifecycle of all IT assets?

Identify the missing word in the following sentence. [?] management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.

Dion Training has just hired three new staff members. The IT department at Dion Training has created new accounts for the new staff members on the domain controller and allocated 10 GB of storage on the company’s internal file server per staff member. What term best describes these activities performed by the IT department?

Which type of document should be written in easy-to-understand language to outline the expectations and requirements for both the service provider and the customer?

How should measures and metrics be used to measure your service level management levels?

How does ‘service level management’ contribute to the ‘design and transition’ value chain activity?

Your company has decided to use work-from-home employees to fulfill its service desk requirements. Users call a central toll-free number and are routed to the next available service desk analyst, regardless of where the analyst is physically located. Many of these employees may be working from remote offices or their own home offices. What service desk structure does this describe?

Which is a recommendation of the ‘service desk’ practice?

How does ‘service request management’ contribute to ‘design and transition’ activity?

How does ‘service request management’ contribute to the ‘obtain/build’ value chain activity?

What is NOT a phase in problem management?

Your laptop only has a 256GB of SSD storage installed. You have been traveling for work for the last 2 weeks and have downloaded a lot of video files to your internal storage device. Your computer is having issues because there is not enough free space. You called your service desk, but since you are out of the country, they cannot remotely back up all the files on your laptop. They recommend that you move the large files from your internal storage device (256GB SSD) to an external hard drive to free up some available space. Unfortunately, you don’t have an external hard drive with you, so you will purchase one at the store later today. How would you classify this situation and the solution recommended?

In terms of incident management, which value chain activity uses incident records as an input to improvement activities based on the incident frequency and severity?

During incident management, what is it called when the incident is passed on to the next higher level of technician?

Which practice would include a formalized process for logging unplanned interruptions to a service?

What is usually NOT included as part of ‘incident management’?

You are working as a service desk analyst. You just received a change request to create a new user account. What type of change would this be considered?

What is the step after ‘where do we want to be’ in the continual improvement model?

During which step of the continual improvement model would you check to verify whether or not you have reached the desired outcome in your improvement initiative?

Which value chain activity ensures that products and services continually meet stakeholder expectations for quality, costs, and time to market?

Each time users attempt to log on to the domain using their username and password, they receive an error that ‘the authentication server is not responding’. This is happening to multiple users across the network. How would you categorize this issue?

Which of the following is NOT an activity within the service value chain?

Which value chain activity ensures that service components are available when and where they are needed and meet agreed specifications?

Your company is currently spending $1.2 million per year on energy to run its data center. The new CEO of the company wants the organization to become more environmentally friendly and reduce its energy consumption from commercial power sources such as coal and nuclear energy. To support this initiative, the IT Director has created a goal of reducing the power consumption in the data center to less than $1 million next year. In which step of the continual service model would the IT Director create this goal?

Your company is undergoing an improvement initiative to reduce the number of physical servers in the data center by 50%. You are working as part of the deployment team trying to achieve this goal. You are currently migrating physical servers into virtualized systems and removing the physical servers from the data center. Which step of the continual improvement model are you working on?

Your company’s web server is currently experiencing a denial of service attack which is preventing external users from accessing the company’s e-commerce store. In order to stop the attack, the information security team needs to add an IP block to the firewall’s access control list. Normally, any changes to the firewall’s access control list must be approved through change management first. Which type of change should be initiated by the information security team?

What is a standard change?

You are part of a team configuring a brand new email server. You want to get permission to install the server on the corporate network to continue your configuration and testing. Which type of change should you initiate?

What should NOT be included in incident management?

Which practice seeks to minimize the negative impact of unplanned outages by restoring normal service operation as quickly as possible?

What is the end result of the service value system?

Your printer is currently out of toner and will not print. You ask your co-worker for help, but he says the toner is on order and won’t arrive for a few days. He walks over to the printer, takes out the toner cartridge, shakes it back and forth a few times, and places it back into the printer. Suddenly, the printer begins to print again. Apparently, shaking the toner cartridge moved some of the remaining toner around and will allow a few more sheets to be printed while you are waiting for a new cartridge. What would you classify this as?

How does ‘service request management’ contribute to ‘design and transition’ activity?

What is an example of an action a service request management employee would undertake as part of the ‘improve’ activity?

What does a centralized service desk require?

our company has three service desk locations around the globe to support 24×7 operations. These locations are in England, the United States, and India. Each of these service desks only operates on an 8 am to 5 pm schedule in their local time. When a user calls the service desk, their call is routed to whichever service desk is operating at that time. For example, if it is 1 am in New York City and a user calls the service desk, they are routed to the India service desk because it would only be 11 am in India. What type of service desk model is your company using?

What should be included in every service level agreement?

How does ‘service level management’ contribute to the ‘obtain/build’ value chain activity?

What is an example of an action a service request management employee would undertake as part of the ‘engage’ activity?

How should an organization adopt ‘continual improvement’ methods?

What term best describes a service that is ‘fit for purpose’?

Identify the missing word(s) in the following sentence. A user is a person who uses [?].

What is the definition of a change?

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

What is the purpose of the ‘IT asset management’ practice?

What is the purpose of the ‘continual improvement’ practice?

What is defined as the practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information?

What is defined as the practice of ensuring that an organization’s suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services?

Identify the missing word in the following sentence. [?] management is the practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.

Dion Training has outsourced the development of a mobile application to support their students’ learning while on the go. Instead of paying a fixed-fee for the development though, Dion Training has negotiated with the developers to instead pay them a royalty fee for each student who logs into the service through their smartphone app. To control costs, Dion Training has decided to only allow students on their higher membership levels to be given access to the application. Which of the following terms best describes the activities performed by Dion Training in this example?

What is the definition of service management?

Fill in the blank. A(n) [?] is a result for a stakeholder enabled by one or more outputs.

Fill in the blank. A guiding principle is defined as a(n) [?] that can guide an organization in all circumstances and will guide organizations when adopting service management.

Fill in the blank. According to the guiding principles, “Everything that the organization does needs to map, directly or indirectly, to [?] for the stakeholders.

Which guiding principle says that the current state should be investigated and observed directly to make sure it is fully understood before you attempt to create a brand new service or process?

Which guiding principle recognizes the complexity of a system and seeks to understand the relationships between the various components that make up a service?

Which guiding principle is focused on using the minimum number of steps to accomplish an objective?

Your company currently uses a paper-based process for allocating funding for authorized business travel. This process requires the traveler to fill out a form and get 6 different signatures and approval prior to turning in the form to accounting for funding of the travel. This entire process is currently done manually, meaning, an employee is actually walking around to the various managers for their physical signature on a piece of paper. You have decided to automate this process. Based on the principle of ‘optimize and automate’, how should you approach the automation of this existing process?