⬆️ ITIL 4 Foundation (IT Service Management) Practice Tests Exams Questions & Answers

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Learn about topics, such as:
- Authorization;
- Change Control;
- Change Enablement;
- Continual Improvement;
- Deployment Management;
- Emergency Changes;
- Event Management;
- Incident Analysis;
- Incident Management;
- Incident Resolution;
- Information Security Management;
- IT Asset Management;
- Monitoring;
- Prioritization;
- Problem Management;
- Relationship Management;
- Release Management;
- Service Configuration Management;
- Service Desk;
- Service Level Management (SLM);
- Service Request Management;
- Supplier Management;
- Much More!
Questions are similar to the actual exam, without duplications (like in other courses ;-)).
The Practice Tests Exams simulate the actual exam's content, timing, and percentage required to pass the exam.
This course is not an ITIL 4 Foundation (IT Service Management) Exam Dump. Some people use brain dumps or exam dumps, but that's absurd, which we don't practice.
284 unique questions.

☝️ Course Updates

v1.0.0: April 28, 2023.

Launch of the course.

🙋‍♀️ & 🙋‍♂️ Contribution

We are so thankful for every contribution, which makes sure we can deliver top-notch content. Whenever you find a missing resource, broken link in a Table of Contents, the wrong answer, please submit an issue. Even better would be a Pull Request (PR).

Who this course is for:

👨‍🎓 Students preparing for the ITIL 4 Foundation (IT Service Management) Exam;
👨‍🎓 Amazon Web Services Engineers (AWS Engineers);
👨‍🎓 Azure Engineers;
👨‍🎓 Cloud Architects;
👨‍🎓 Cloud Engineers;
👨‍🎓 Delivery Professionals;
👨‍🎓 DevOps Engineers;
👨‍🎓 Enterprise Architects;
👨‍🎓 Google Cloud Platform Engineers (GCP Engineers);
👨‍🎓 Incident Detection Engineers;
👨‍🎓 Infrastructure Engineers;
👨‍🎓 IT Leads;
👨‍🎓 IT Professionals;
👨‍🎓 Lead Engineers;
👨‍🎓 Maintenance Staff;
👨‍🎓 Middle Management;
👨‍🎓 Product Architects;
👨‍🎓 Product Managers;
👨‍🎓 Product Owners;
👨‍🎓 Project Managers;
👨‍🎓 Scrum Masters;
👨‍🎓 Security Engineers;
👨‍🎓 Service Desk;
👨‍🎓 ServiceNow Police;
👨‍🎓 Site Reliability Engineers;
👨‍🎓 Software Developers/Engineers;
👨‍🎓 Software Testers;
👨‍🎓 Solution Architects;
👨‍🎓 Support Service;
👨‍🎓 Team Leaders.

Requirements

🤩 Excitement to learn!
0️⃣ Prior knowledge is required;
✅ You can pass the ITIL 4 Foundation (IT Service Management) Exam solely based on our Practice Tests Exams.

No.	Questions
1	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.
2	Which statement about Service Desks is CORRECT?
3	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?
4	Which describes a set of defined steps for implementing improvements?
5	Which practice provides a single point of contact for users?
6	Which activity captures the demand for Incident Resolution and service requests?
7	What are the types of asset management?
8	What is typically needed to assign complex incidents to support groups?
9	What type of change is MOST likely to be managed by the Service Request Management practice?
10	Which activity is part of the Continual Improvement practice?
11	Which statement about Emergency Changes is CORRECT?
12	Which is a key consideration for the guiding principle 'keep it simple and practical'?
13	What should all Continual Improvement decisions be based on?
14	Which is the purpose of the Monitoring and Event Management practice?
15	Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
16	How should automation be implemented?
17	What are 'engage', 'plan' and 'improve' examples of?
18	What is the starting point for optimization?
19	Arrange the following steps of software lifecycle in correct order. 1. Retire 2. Test 3. Operate 4. Deploy 5. Ideation 6. Develop *7. Design.
20	When should the effectiveness of a problem workaround be assessed?
21	Which practice has a purpose that includes ensuring that risks have been properly assessed?
22	What is an output?
23	The use of [?] should support, not replace what is observed, when using the 'start where you are' guiding principle.
24	Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
25	What should be done for every problem?
26	In which step of the Continual Improvement model is an improvement plan implemented?
27	Which is NOT a key focus of the 'information and technology' dimension?
28	How does Service Request Management contribute to the Obtain/Build value chain activity?
29	Which describes outcomes?
30	Which of the following is an example of incident?
31	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?
32	What is the purpose of the Information Security Management practice?
33	What should be used to set user expectations for request fulfilment times?
34	Which competencies are required by the Service Level Management practice?
35	Which is the BEST example of a standard change?
36	Which of the following can be used to access Service Desks?
37	Which of these should be logged and managed as a problem?
38	What should be done to determine the appropriate metrics for measuring a new service?
39	Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
40	Which dimension includes activities and workflows?
41	Which describes a CORRECT approach to change Authorization?
42	How should an organization adopt Continual Improvement methods?
43	A known error is a problem that has been [?] and has not been resolved.
44	Which dimension includes a workflow management system?
45	Which is a purpose of the Service Desk practice?
46	Which practice identifies metrics that reflect a customer experience of a service?
47	Which statement about a service value stream is CORRECT?
48	Which guiding principle recommends coordinating all dimensions of service management?
49	Which statement about the steps to fulfill a service request is CORRECT?
50	Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?
51	How does Service Request Management contribute to the Design and Transition value chain activity?
52	How should the workflow for a new service request be designed?
53	Which statement about costs is CORRECT?
54	Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
55	Which statement about outputs is CORRECT?
56	A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?
57	What is described by the service value system?
58	What are the ITIL guiding principles used for?
59	Which stakeholders co-create value in a service relationship?
60	Which will NOT be handled as a service request?
61	Which practice needs people who understand complex systems and have creative and analytical skills?
62	Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?
63	Which usually requires a team of representatives from many stakeholder groups?
64	What are typically recognized through notifications created by an IT service, CI or Monitoring tool?
65	Which guiding principle is PRIMARILY concerned with end-to-end service delivery?
66	Which of these activities is carried out as part of Problem Management?
67	Which statement about the Change Control practice is CORRECT?
68	Which guiding principle considers the importance of customer loyalty?
69	What actions does a Service Desk take for all issues, queries and requests that are reported to them?
70	Which is an external input to the service value chain?
71	What should be considered as part of the 'partners and suppliers' dimension?
72	Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?
73	A service offering may include goods, access to resources, and service actions. Which is an example of a service action?
74	Which practice has a purpose to support the quality of the service by handling all agreed user-initiated service requests?
75	What is the definition of a problem?
76	What aspect of Service Level Management asks service consumers what their work involves and how technology helps them?
77	How should the seven guiding principles be combined when an organization is making a decision?
78	Which directly assists with the diagnosis and resolution of simple incidents?
79	Which activity contributes to the 'where are we now?' step of the Continual Improvement model?
80	Which practice provides a communications point for users to report operational issues, queries and requests?
81	Which is an example of a business related measurement?
82	What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?
83	What is the purpose of the Incident Management practice?
84	What varies in size and complexity, and uses functions to achieve its objectives?
85	Which BEST describes the purpose of the 'improve' value chain activity?
86	What takes responsibility for the outcomes of service consumption?
87	Which practice forms a link between the service provider and the users of services?
88	Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?
89	Which is a purpose of Release Management?
90	What is recommended by the guiding principle 'progress iteratively with feedback'?
91	Which includes governance, management practices, and Continual Improvement?
92	What term is used to describe whether a service will meet availability, capacity and security requirements?
93	Which guiding principle considers customer and user experience?
94	Which is a result of applying the guiding principle 'progress iteratively with feedback'?
95	What describes how components and activities work together to facilitate value creation?
96	Which statement about Continual Improvement is CORRECT?
97	What are guiding principles?
98	Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
99	Which statement about the Change Enablement practice is CORRECT?
100	What can be used to determine if a service is 'fit for purpose'?
101	Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
102	Which is a key activity carried out in the 'did we get there?' step of the Continual Improvement model?
103	What can a service remove from the consumer and impose on the consumer?
104	What does Change Enablement PRIMARILY focus on?
105	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?
106	A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].
107	Which is handled as a service request?
108	Which is a key requirement for a successful service level agreement (SLA)?
109	Which is considered by the 'partners and suppliers' dimension?
110	What impact does automation have on a Service Desk?
111	An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?
112	Which practice recommends using tools for collaboration and the automated matching of symptoms?
113	In service relationships, what is a benefit of identifying consumer roles?
114	Which practice would help a user gain access to an application that they need to use?
115	What is used to link activities within the service value chain?
116	How are target resolution times used in the Incident Management practice?
117	Which two practices use workarounds?
118	Which statement about the service value chain is CORRECT?
119	The Service Desk should be the entry point and single point of contact for the [?] with all of its users.
120	Which statement about managing incidents is CORRECT?
121	Which practice has a strong influence on the user experience and perception of the service provider?
122	Which will help solve incidents more quickly?
123	What is the purpose of the Relationship Management practice?
124	Which describes the utility of a service?
125	Why should some service requests be fulfilled with no additional approvals?
126	Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'?
127	Which dimension considers data security and privacy?
128	Which practice involves the management of vulnerabilities that were not identified before the service went live?
129	Which is a recommendation of the guiding principle 'think and work holistically'?
130	Which value chain activity ensures that products meet stakeholder expectations for quality?
131	What is the purpose of the Problem Management practice?
132	When is the earliest that a workaround can be documented in Problem Management?
133	Which value chain activity ensures that service components meet agreed specifications?
134	What includes governance as a component?
135	What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
136	Which practice makes new services available for use?
137	Which is an activity of the Problem Management practice?
138	Which gives a user access to a system?
139	Which is included in the purpose of the Service Level Management practice?
140	Which term relates to service levels aligned with the needs of service consumers?
141	What is the definition of a known error?
142	Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT?
143	Which is the BEST description of the value of a service to a customer?
144	Which practice involves the management of vulnerabilities that have been analysed but not resolved?
145	Which is an activity of the Incident Management practice?
146	Which is NOT a component of the service value system?
147	What is defined as a cause, or potential cause, of one or more incidents?
148	Which practice is MOST likely to benefit from the use of chatbots?
149	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.
150	Which statement about outcomes is CORRECT?
151	Which statement about outcomes is CORRECT?
152	Which is a purpose of the 'engage' value chain activity?
153	Which statement about service requests is CORRECT?
154	Which practice is responsible for moving new or changed components to live or other environments?
155	Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?
156	What must always be done before an activity is automated?
157	Which two statements about an organization's culture are CORRECT? 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
158	Which statement about the automation of service requests is CORRECT?
159	What is the purpose of the Deployment Management practice?
160	What is a change schedule PRIMARILY used for?
161	Which can act as an operating model for an organization?
162	What is an IT asset?
163	Which is a key requirement for a successful service level agreement?
164	Which role approves the cost of services?
165	What is warranty?
166	What are the three phases of Problem Management?
167	Where are the details of the required performance outcomes of a service defined?
168	Which skill is an essential part of the Service Level Management practice?
169	Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?
170	Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?
171	What is defined as any component that needs to be managed in order to deliver an IT service?
172	Which practice has the purpose of ensuring that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services?
173	Which practice recommends the use of event-based surveys to gather feedback from customers?
174	How does information about problems and known errors contribute to Incident Management?
175	Which describes a standard change?
176	In Cisco AMP for Endpoints, which API queues to find the list of endpoints in the group 'Finance Hosts' which has a GUID of 6c3c2005-4c74-4ba7-8dbb-c4d5b6bafe03?
177	Which service level metrics are BEST for measuring user experience?
178	Which is a service request?
179	Which two practices interact the MOST with the Service Desk practice?
180	What is defined as an unplanned interruption or reduction in the quality of a service?
181	Which describes normal changes?
182	The management of information security incidents usually requires [?].
183	Which statement about change authorities is CORRECT?
184	What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
185	Which practice owns and manages issues, queries and requests from users?
186	What are the MOST important skills required by Service Desk staff?
187	Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?
188	What is the expected outcome from using a service value chain?
189	Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
190	Which guiding principle helps to ensure that better information is available for decision making?
191	What helps diagnose and resolve a simple incident?
192	A user is [?] that uses services.
193	When should a change request be submitted to resolve a problem?
194	When planning Continual Improvement, which approach for assessing the current state of a service is CORRECT?
195	Which is included in the purpose of the Change Enablement practice?
196	How does a service consumer contribute to the reduction of disk?
197	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.
198	Which statement about RADIUS configuration distribution using Cisco Fabric Services on a Cisco Nexus 7000 Series Switch is true?
199	Which dimension considers how knowledge assets should be protected?
200	Which guiding principle recommends standardizing and streamlining manual tasks?
201	Ann, a member of the finance department at a large corporation, has submitted a suspicious email she received to the information security team. The team was not expecting an email from Ann, and it contains a PDF file inside a ZIP compressed archive. The information security learn is not sure which files were opened. A security team member uses an air-gapped PC to open the ZIP and PDF, and it appears to be a social engineering attempt to deliver an exploit. Which of the following would provide greater insight on the potential impact of this attempted attack?
202	Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
203	What is a recommendation of the 'focus on value' guiding principle?
204	Which is part of service provision?
205	Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?
206	When should a full risk assessment and Authorization be carried out for a standard change?
207	Which statement about a Continual Improvement register is CORRECT?
208	Which is included in the purpose of the 'design and transition' value chain activity?
209	Which is included in the purpose of the 'deliver and support' value chain activity?
210	Which practice coordinates the classification, ownership and communication of service requests and incidents?
211	Which practice updates information relating to symptoms and business impact?
212	Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
213	What is an incident?
214	What is defined as a change of state that has significance for the management of an IT service?
215	Which dimension includes the knowledge needed for the management of services?
216	What is the PRIMARY use of a change schedule?
217	Which guiding principle focuses on reducing costs and human errors?
218	Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?
219	What is important for a Continual Improvement register (CIR)?
220	Which is a purpose of the Service Level Management practice?
221	What describes the steps needed to create and deliver a specific service to a consumer?
222	Which helps to manage an incident when it is unclear which support team should be working on the incident?
223	Which statement about the Continual Improvement practice is CORRECT?
224	Which does the ITIL service value system discourage?
225	An SLA is a service level agreement. Which describes the 'watermelon SLA' effect?
226	Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?
227	What is a service?
228	Which TWO are important aspects of the Service Request Management practice? 1. Standardization and automation 2. Providing a variety of channels for access 3. Establishing a shared view of targets 4. Policies for approvals
229	What is required by all Service Desk staff?
230	Which practice establishes a channel between the service provider and its users?
231	Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?
232	Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
233	Which practice provides users with a way to get various requests arranged, explained and coordinated?
234	Which helps to streamline the fulfilment of service requests?
235	Which statement about outcomes is CORRECT?
236	Which guiding principle says that services and processes should NOT provide a solution for every exception?
237	The purpose of the Supplier Management practice is to ensure that the organization's suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.
238	The purpose of the Service Configuration Management practice is to ensure that accurate and reliable information about the [?], and the CIs that support them, is available when and where it is needed.
239	Which practice requires skills and competencies related to business analysis, Supplier Management and Relationship Management?
240	When should a workaround be created?
241	What is a configuration item?
242	When an organization has decided to improve a service, it should start by considering [?].
243	Which are elements of the service value system?
244	Which is a use of the change schedule?
245	Which dimension of service management considers the workflows and controls needed to deliver services?
246	Which guiding principle considers how the steps of a process can be performed as efficiently as possible?
247	Which statement about the Incident Management practice is CORRECT?
248	How should an organization prioritize incidents?
249	Which is a purpose of the Relationship Management practice?
250	Which statement about problems is CORRECT?
251	Which is a risk that might be removed from a service consumer by an IT service?
252	Which is one of the MAIN concerns of the 'design and transition' value chain activity?
253	Which should be handled by Service Request Management?
254	What can be described as an operating model for the creation and management of products and services?
255	Which action is performed by a service provider?
256	Which step of the Continual Improvement model includes baseline assessments?
257	Which describes a 'change authority'?
258	Which is NOT a component of the service value system?
259	Which statement about service Relationship Management is CORRECT?
260	What is the MOST important reason for prioritizing incidents?
261	Which Service Level Management activity helps staff to deliver a more business-focused service?
262	Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?
263	Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?
264	What is the purpose of the Monitoring and Event Management practice?
265	Which statement about outcomes is CORRECT?
266	Which skill is required by the Service Level Management practice?
267	Which statement about the Continual Improvement model is CORRECT?
268	What is the definition of warranty?
269	Which practice has a purpose that includes managing risks relating to confidentiality, integrity and availability?
270	What is the definition of a service?
271	Utility is the [?] offered by a product or service to meet a particular need.
272	[?] 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.
273	An event is any change of state that has significance for the management of a(n) [?] or other configuration items.
274	What is the purpose of the Information Security Management practice?
275	What is the purpose of the Monitoring and Event Management practice?
276	What is the purpose of the Incident Management practice?
277	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?
278	The [?] is the practice of capturing demand for incident resolution and service requests.
279	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?
280	Which describes outputs?
281	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?
282	Which describes the nature of the guiding principles?
283	Which guiding principle is most affected by the Customer Experience (CX)?
284	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?
285	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?
286	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?
287	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'?
288	Which of these are a key focus of the Organization and People dimension?
289	Which of these are NOT a key focus of the Partners and Suppliers dimension?
290	Which ITIL concept describes the service value chain?
291	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?
292	Which value chain activity includes portfolio decisions for Design and Transition?
293	Which step of the Continual Improvement model states that 'each improvement initiative should support the organization's goals and objectives'?
294	When working within the 'what is the vision' step of the Continual Improvement model, what must you ensure to occur?
295	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?
296	What is a normal change?
297	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?
298	What is a change schedule NOT used for?
299	How can you ensure the incidents with the highest business impact are resolved first?
300	Which incidents should be logged?
301	What is NOT a phase in problem management?
302	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?
303	How does Service Request Management contribute to the Improve value chain activity?
304	Service requests and their fulfillment should be [?] and automated to the greatest degree possible.
305	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?
306	Which is a recommendation of the Service Desk practice?
307	What is a Service Level Agreement used for?
308	How does Service Level Management contribute to the plan value chain activity?
309	What should be included in every Service Level Agreement?
310	What is the definition of utility?
311	A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.
312	What is the definition of an IT asset?
313	A(n) [?] is any component that needs to be managed in order to deliver an IT service.
314	[?] management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.
315	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?
316	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.
317	Dion Training has decided not to run their own email servers. Instead, Dion Training pays a monthly service fee to Google's G-Suite to provide email services to the company so that Dion Training can receive emails from its students. What best describes this co-creation of value by Dion Training and Google in order to provide email support to Dion Training's students?
318	What term best describes the perceived benefits, usefulness, and importance of something?
319	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?
320	[?] is/are defined as a recommendation that can guide an organization in all circumstances and will guide organizations when adopting service management.
321	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?
322	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?
323	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?
324	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?
325	What refers to the use of technology to perform a step or series of steps correctly and consistently with limited or no human involvement?
326	Which service management dimension is focused on the roles and responsibilities of the people involved in a process' workflow?
327	Which service management dimension is focused on the communication systems and knowledge bases used by employees?
328	Which ITIL concept describes practices?
329	Which of the following is NOT an activity within the service value chain?
330	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?
331	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?
332	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?
333	What is an emergency change?
334	Who is responsible for approving a change within the organization?
335	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?
336	What is usually included as part of Incident Management?
337	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?
338	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?
339	How does Service Request Management contribute to the Deliver and Support value chain activity?
340	What is an example of an action a Service Request Management employee would undertake as part of the Obtain/Build activity?
341	What is true about the Service Desk?
342	What activity is the main channel for communication and collaboration with users?
343	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?
344	How does Service Level Management contribute to the Improve value chain activity?
345	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?
346	What is an example of an action a Service Request Management employee would undertake as part of the Design and Transition activity?
347	What is the definition of a customer?
348	A sponsor is a person who authorizes [?] for service consumption.
349	What is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on services?
350	What is the purpose of the Service Configuration Management practice?
351	What is the purpose of the Service Request Management practice?
352	What is defined as the practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information?
353	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?
354	Which describes the functionality offered by a product or service to meet a particular need?
355	What term best describes a service that is Fit for Use?
356	What are guiding principles considered?
357	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?
358	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?
359	Which value chain activity ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management?
360	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?
361	During which step of the continual improvement model is change management and release management usually performed?
362	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?
363	During which step of the continual improvement model do you create your objective baseline measurement?
364	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?
365	What is usually included as part of Incident Management?
366	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?
367	Which of the following is NOT a problem identification activity?
368	What is NOT a phase in problem management?
369	How does Service Request Management contribute to the Engage value chain activity?
370	What is an example of an action a Service Request Management employee would undertake as part of the Improve activity?
371	What does a centralized Service Desk require?
372	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?
373	Which of the following is NOT a valid source of Service Level Management data to use in analyzing your service level agreements?
374	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?
375	How does Service Level Management contribute to the Engage value chain activity?
376	Which guiding principle is focused on increasing communication both within the project and outside of it?
377	Which guiding principle is concerned with an understanding of how all the parts of an organization work together in an integrated way?
378	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?
379	Which service management dimension is focused on an organization's relationships with other organizations in order to deliver its services?
380	Which of these are a key focus of the Value Streams and Processes dimension?
381	Which ITIL concept describes continual improvement?
382	Which of the following is NOT an activity within the service value chain?
383	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?
384	Which guiding principle requires the identification and managing of all stakeholder groups in order to establish more robust communication across the staff?
385	What refers to the process of improving and increasing the efficiency of a process or service?
386	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?
387	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?
388	Which ITIL concept describes guiding principles?
389	Which of the following is NOT an activity within the service value chain?
390	What is the definition of a user?
391	Service management is a set of specialized organizational [?] for enabling value for customers in the form of services.
392	What is the definition of a configuration item?
393	An incident is a(n) [?] interruption to a service or reduction in the quality of a service.
394	What is the purpose of the Change Enablement practice?
395	What is the purpose of the Deployment Management practice?
396	What is the purpose of the Service Level Management practice?
397	What is defined as the practice of planning and managing the full lifecycle of all IT assets?
398	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?
399	[?] 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.
400	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?
401	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?
402	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?
403	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?
404	Which value chain activity ensures that products and services continually meet stakeholder expectations for quality, costs, and time to market?
405	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?
406	What is the step after 'where do we want to be' in the continual improvement model?
407	What is a normal change?
408	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?
409	What is usually NOT included as part of Incident Management?
410	Which practice would include a formalized process for logging unplanned interruptions to a service?
411	During incident management, what is it called when the incident is passed on to the next higher level of technician?
412	What is NOT a phase in problem management?
413	Which is a recommendation of the Service Desk practice?
414	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?
415	How does Service Request Management contribute to the Design and Transition value chain activity?
416	How should measures and metrics be used to measure your service level management levels?
417	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?

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.

Information.
Utility.
Warranty.
Costs.

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