Question 1: 

Correct
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.

Requirements

Functions

Capabilities

(Correct)

Products

Explanation
Service management is a set of specialized organizational capabilities for enabling value
to customers in the form of services.
Question 2: Correct
What is the definition of a configuration item?

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


 Any valuable component that can contribute to the delivery of an IT product
or service

A particular set of settings or options on a given piece of equipment

Any component that needs to be managed in order to deliver an IT service

(Correct)

Explanation
A configuration item is any component that needs to be managed in order to deliver an
IT service.
Question 3: Correct
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.

Planned

Unplanned

(Correct)

Scheduled

Expected
Explanation
An incident is an unplanned interruption to a service or reduction in the quality of a
service.
Question 4: Correct
What is the purpose of the 'change enablement' practice?

Supporting the agreed quality of a service by handling all pre-defined, user-

initiated service requests in an effective and user-friendly manner

Making new and changed services and features available for use

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

(Correct)

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

Explanation
Change enablement 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.
Question 5: Correct
What is the purpose of the 'deployment management' practice?


 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

Making new and changed services and features available for use

Moving new or changed hardware, software, documentation, processes, or

any other service component to live environments

(Correct)

Supporting the agreed quality of a service by handling all pre-defined, user-

initiated service requests in an effective and user-friendly manner

Explanation
Deployment management is the practice of moving new or changed hardware, software,
documentation, processes, or any other service component to live environments.
Question 6: Correct
What is the purpose of the 'service level management' practice?

Establishing and nurturing links between an organization and its

stakeholders at strategic and tactical levels

Supporting the agreed quality of a service by handling all pre-defined, user-

initiated service requests in an effective and user-friendly manner


 Ensuring that an organization's suppliers and their performance levels are
managed appropriately to support the provision of seamless quality
products and services

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

(Correct)

Explanation
Service level 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.
Question 7: Correct
What is defined as the practice of planning and managing the full lifecycle of all IT
assets?

Change enablement

IT asset management

(Correct)

Release management

Deployment management

Explanation
IT asset management is the practice of planning and managing the full lifecycle of all IT
assets.
Question 8: Correct
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.

Availability

Event

Incident

(Correct)

Problem

Explanation
Incident management is the practice of minimizing the negative impact of incidents by
restoring normal service operation as quickly as possible.
Question 9: Correct
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?

Service consumption
 

Service provision

(Correct)

Service offering

Warranty of a service

Explanation
Service provision refers to the activities performed by an organization to provide
services, which includes management of resources configured to deliver the service,
access to these resources for users, fulfillment of the agreed service actions, service
performance management, and continual improvement (and may also include the
supply of goods).
Question 10: Correct
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.

Value

Outputs


 Outcomes

Costs

(Correct)

Explanation
From the service consumer’s perspective, there are two types of costs involved in service
relationships: 1. 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. 2. 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.
Question 11: Correct
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?

Output

(Correct)

Value

Cost


 Outcome

Explanation
An output is a tangible or intangible deliverable of an activity. For example, a 'Profit and
Loss statement' being produced might be an output of an accounting program. Since
this program has multiple functions, it is unlikely that this one report is the desired
outcome of the entire accounting program, therefore, the term output best describes
the P&L report that is created by the program.
Question 12: Correct
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?

Mandatory actions

Guiding principle

(Correct)

Governance

Value

Explanation
Focus on value' is a guiding principle. A guiding principle is defined as a
recommendation that can guide an organization in all circumstances and will guide
organizations when adopting service management. They are not described as
prescriptive or mandatory. Governance is the means by which an organization is
directed and controlled. Governance includes mandatory actions and prescriptive
requirements.
Question 13: Correct
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?

Collaborate and promote visibility

Think and work holistically

Focus on value

(Correct)

Progress iteratively with feedback

Explanation
Focus on value' ensures that everything the organization does should link back, directly
or indirectly, to value for itself, its customers, and other stakeholders. This includes
understanding the consumer's perspective on the value of a service. This perspective is
affected by the cost and financial consequences for the service consumer when they
utilize the service.
Question 14: Correct
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?

Start where you are

(Correct)
 

Focus on value

Optimize and automate

Progress iteratively with feedback

Explanation
The 'start where you are' 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.
Question 15: Correct
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?

Progress iteratively with feedback

(Correct)

Optimize and automate

 

Start where you are

Focus on value

Explanation
The description of 'progress iteratively with feedback' says "By organizing work into
smaller, manageable sections that can be executed and completed in a timely manner,
the focus on each smaller effort will be sharper and easier to maintain."
Question 16: Correct
Which guiding principle requires the identification and managing of all
stakeholder groups in order to establish more robust communication across the
staff?

Keep it simple and practical

Focus on value

Collaborate and promote visibility

(Correct)

Start where you are

Explanation
The guiding principle of 'collaborate and promote visibility' relies heavily on
communication to meet its intended goals. This requires the identification and
managing of all stakeholder groups in order to establish more robust communication
across the staff.
Question 17: Correct
What refers to the process of improving and increasing the efficiency of a process
or service?

Automation

Optimization

(Correct)

Value

Warranty

Explanation
The guiding principle of 'optimize and automate' relies heavily on optimization.
Optimization is the process of improving and increasing the efficiency of a process or
service.
Question 18: Correct
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?

Information and technology

 

Organizations and people

(Correct)

Partners and suppliers

Value streams and processes

Explanation
The 'organization 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.
Question 19: Correct
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?

Organizations and people

Information and technology

 

Value streams and processes

(Correct)

Partners and suppliers

Explanation
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. In this example,
the process is what is being highlighted by the question. While technology is being used
to perform all these actions, the focus is the process (the activities to create value for the
consumer), not the website, email, or other technology being used. This question shows
the overlap between the four dimensions, so be careful to select the dimension that is
MOST applicable to the scenario provided.
Question 20: Correct
Which ITIL concept describes guiding principles?

Service value system

(Correct)

Four dimensions of service management

Service value chain


 Practices

Explanation
The components of the service value system are 'guiding principles', 'governance',
'service value chain', 'practices', and 'continual improvement'.
Question 21: Correct
Which of the following is NOT an activity within the service value chain?

Plan

Obtain/Build

Continual improvement

(Correct)

Engage

Explanation
Continual improvement is not an activity in the service value chain. The six activities
within the service value chain are plan, improve, engage, design and transition,
obtain/build, and deliver and support.
Question 22: Correct
Which value chain activity ensures that products and services continually meet
stakeholder expectations for quality, costs, and time to market?

Deliver and support

 

Obtain/build

Design and transition

(Correct)

Plan

Explanation
The 'design and transition' value chain activity ensures that products and services
continually meet stakeholder expectations for quality, costs, and time to market.
Question 23: Correct
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?

What is the vision

Where do we want to be

Did we get there

(Correct)
 

Where are we now

Explanation
The 'did we get there' step is focused on checking the new state of the improvement
initiative and comparing it to the original baseline to determine if the desired goal has
been reached.
Question 24: Correct
What is the step after 'where do we want to be' in the continual improvement
model?

What is the vision

How do we get there

(Correct)

Did we get there

Where do we want to be

Explanation
After the 'where do we want to be' step in the continual improvement model has been
completed, we should begin the 'how do we get there' step.
Question 25: Correct
What is a normal change?


 A change that doesn't need risk assessment because the procedure has been
pre-authorized

A change that is routine in nature, is fully documented, and the risks are
well understood

A change that doesn't need risk assessment because it is required to resolve

an incident

A change that is assessed, authorized, and scheduled as part of ‘continual

improvement’

(Correct)

Explanation
Normal changes are changes which need to be scheduled, assessed, and authorized
following a standard process. These changes are not considered routine (like a standard
change). They are also not considered urgent and don't need to be implemented as
soon as possible to recover from an incident (like an emergency change).
Question 26: Correct
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?

Standard

(Correct)

Normal
 

Emergency

Routine

Explanation
A new account being created is likely something a service desk analyst does multiple
times per day. Your organization should have a standard process for this type of change.
It is considered a standard change. Standard changes are low-risk, pre-authorized
changes that are well-understood and fully-documented. 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, only if there is a modification
to the way it is carried out.
Question 27: Correct
What is usually NOT included as part of 'incident management'?

Ensure expected performance levels are maintained

Observation of all services and service components to identify any change in

state

Detailed procedures for the diagnosis of incidents

(Correct)

Use of specialized knowledge for complicated incidents

Explanation
This process does not usually include detailed procedures on how to diagnose,
investigate, and resolve incidents.
Question 28: Correct
Which practice would include a formalized process for logging unplanned
interruptions to a service?

Incident management

(Correct)

Change management

Problem management

Service level management

Explanation
Incident management should include a formalized process for logging incidents.
Incidents are an unplanned interruption to a service or reduction in the quality of a
service.
Question 29: Correct
During incident management, what is it called when the incident is passed on to
the next higher level of technician?

Promotion


 Escalation

(Correct)

Postponement

Reduction

Explanation
Escalation occurs when an incident is more complicated and needs a higher level of
analysis and support to resolve.
Question 30: Correct
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?

Engage

Improve

(Correct)

Design and transition

Deliver and support

Explanation
During the 'improve' value chain activity, the incident records from the incident
management process are used as an input to improvement activities based on their
incident frequency and severity.
Question 31: Correct
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?

Incident

Workaround

Problem

Known error

(Correct)

Explanation
A known error is a problem that has been analyzed but has not been resolved. Since the
issue is known (hard drive is out of space), but not resolved (moving the large files to an
external device to free up space), this is a known error.
Question 32: Correct
What is NOT a phase in problem management?
 

Problem identification

Problem control

Incident analysis

(Correct)

Error control

Explanation
Problem management involves three distinct phases: problem identification, problem
control, and error control.
Question 33: Correct
How does 'service request management' contribute to the 'obtain/build' value
chain activity?

It analyzes data to identify opportunities to provide new service request

options

It collects user-specific requirements, sets expectations, and provides status

updates


 By initiating standard changes to fulfill service requests

It acquires pre-approved service components to help fulfill service requests

(Correct)

Explanation
This is 'obtain/build' activity. "Obtain/build: The fulfillment of service requests may
require acquisition of pre-approved service components."
Question 34: Correct
How does ‘service request management’ contribute to ‘design and transition’
activity?

By collecting user-specific request requirements

By initiating standard changes to fulfill service requests

(Correct)

By providing service request trend and quality information

It acquires pre-approved service components to help fulfill service requests

Explanation
This is the 'design and transition' activity. Standard changes to services can be initiated
and fulfilled as service requests.
Question 35: Correct
Which is a recommendation of the ‘service desk’ practice?
 

Service desks should never use technologies such as SMS and chat functions

Service desks should be highly technical functions

Service desks should have a practical understanding of the users and their
needs

(Correct)

Service desks should always be local to the organization they support

Explanation
A good service desk should have a practical understanding of the wider organization,
the business processes, and the users.
Question 36: Correct
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?

Virtual

(Correct)


 Centralized

Follow-the-sun

Local

Explanation
A virtual service desk allows agents to work from multiple locations which are
geographically dispersed. Often, agents may also be working from home under this
model.
Question 37: Correct
How does 'service level management' contribute to the 'design and transition'
value chain activity?

Collects feedback during interactions and communicates service

performance objectives to the operations and support teams

Provides feedback from interactions with customers into new or changed

services

(Correct)

Provides information about the actual service performance and trends


 Provides objectives for component and service performance for products
and services

Explanation
The 'design and transition' activity in the service level management practice provides
feedback from interactions with customers into new or changed services.
Question 38: Correct
How should measures and metrics be used to measure your service level
management levels?

To measure the performance of a component in the system

To measure the performance of the entire system

To measure the availability of a network

To provide a representation of the actual customer's experience

(Correct)

Explanation
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.
These vary from organization to organization, but the intent is to pick measures and
metrics that simulate and capture the true customer experience.
Question 39: Correct
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?


 Business Partnership Agreement

Service Level Agreement

(Correct)

Interconnection Service Agreement

Memorandum of Understanding

Explanation
A service level agreement (SLA) is a documented agreement between a service provider
and a customer that identifies both services required and the expected level of service.
They should be written in an easy-to-understand language, avoid complex legal
terminology, and agreed by both parties.
Question 40: Correct
What is the definition of a user?

A person who uses services

(Correct)

A person who defines the requirements for a service and takes responsibility
for the outcomes of service consumption


 A person who authorizes budget for service consumption

A person who works for an organization other than the service provider

Explanation
A user is a person who uses services.

What is the definition of a service?

The means by which an organization is directed and controlled

A set of specialized organizational capabilities for enabling value to

customers

A method for visualizing work, identifying potential blockages and resource

conflicts, and managing work in progress

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

(Correct)

Explanation
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 costs and
risks.
Question 2: Correct
Identify the missing word(s) in the following sentence. Utility is the [?] offered by
a product or service to meet a particular need.

Assurance

Promise

Functionality

(Correct)

Outcome

Explanation
Utility is the functionality offered by a product or service to meet a particular need.
Question 3: Correct
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.

IT asset management

Service configuration management


 Change enablement

(Correct)

Service level management

Explanation
Change enablement 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.
Question 4: Correct
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.

Output

Product

Service

(Correct)

Outcome

Explanation
An event is any change of state that has significance for the management of a service or
other configuration item.
Question 5: Correct
What is the purpose of the 'information security management' practice?

Protecting an organization by understanding and managing risks to the

confidentiality, integrity, and availability of information

(Correct)

Ensuring that services achieve agreed and expected performance levels,

satisfying current and future demand in a cost-effective way

Ensuring that services deliver agreed levels of availability or that change can
be assessed

Systematically observing services and service components and recording

and reporting selected changes of state identified as events

Explanation
Information security management is the practice of protecting an organization by
understanding and managing risks to the confidentiality, integrity, and availability of
information.
Question 6: Correct
What is the purpose of the 'monitoring and event management' practice?

Supporting the agreed quality of a service by handling all pre-defined, user-

initiated service requests in an effective and user-friendly manner


 Systematically observing services and service components and recording
and reporting selected changes of state identified as events

(Correct)

Minimizing the negative impact of incidents by restoring normal service

operation as quickly as possible

Ensuring that all an organization's projects are successfully delivered

Explanation
Monitoring and event management is the practice of systematically observing services
and service components and recording and reporting selected changes of state
identified as events.
Question 7: Correct
What is the purpose of the 'incident management' practice?

Supporting the agreed quality of a service by handling all pre-defined, user-

initiated service requests in an effective and user-friendly manner

Ensuring that services deliver agreed levels of availability or that change can
be assessed

Ensuring that all an organization's projects are successfully delivered


 Minimizing the negative impact of incidents by restoring normal service
operation as quickly as possible

(Correct)

Explanation
Incident management is the practice of minimizing the negative impact of incidents by
restoring normal service operation as quickly as possible.
Question 8: Correct
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?

Change enablement

IT asset management

Service configuration management

(Correct)

Service level management

Explanation
Service configuration management is 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.
Question 9: Correct
Identify the missing word in the following sentence. The [?] is the practice of
capturing demand for incident resolution and service requests.


 Incident management

Service level management

Service request management

Service desk

(Correct)

Explanation
The service desk is the practice of capturing demand for incident resolution and service
requests.
Question 10: 
Skipped
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?

An outcome

Value


 A service offering

(Correct)

An output

Explanation
A service offering is a description of one or more services, designed to address the
needs of a target consumer group (which may include goods, access to resources, and
service actions). In the case of this service offering, Dion Training is providing students
with everything they need to study for the certification exam (videos, practice exams,
and a study guide), but they are not providing the students with the actual exam
voucher to take the exam. The service provider may offer a different package or bundle
that provides the voucher as well.
Question 11: Correct
Which describes outputs?

Tangible or intangible deliverables

(Correct)

Functionality offered by a product or service

Results for a stakeholder

Configuration of an organization’s resources

Explanation
An output is a tangible or intangible deliverable of an activity. For example, a 'Profit and
Loss statement' being produced might be an output of an accounting program.
Question 12: Correct
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?

Consumer

Service provider

Customer

Organization

(Correct)

Explanation
An organization is a person or a group of people that has its own functions with
responsibilities, authorities, and relationships to achieve its objectives. An organization
can be an entire company, a department within a company, or even just a small group
of people focused around a singular set of objectives.
Question 13: Correct
Which describes the nature of the guiding principles?

A guiding principle is mandatory and must be used when adopting a new

service within the organization


 A guiding principle is specific and only applies to one initiative within the
organization

An organization must implement the guiding principles exactly as defined

by the ITIL 4 Foundation manual

A guiding principle is a recommendation used as guidance in all

circumstances

(Correct)

Explanation
A guiding principle is defined as a recommendation that can guide an organization in all
circumstances and will guide organizations when adopting service management. They
are not described as prescriptive or mandatory.
Question 14: Correct
Which guiding principle is most affected by the customer experience (CX)?

Progress iteratively with feedback

Focus on value

(Correct)

Think and work holistically


 Start where you are

Explanation
The customer experience (CX) is an important element of value. The customer
experience must be actively managed. The service provider must know how service
consumers use each service and understand the entirety of the interactions that a
customer has with an organization and its products to fully understand the customer
experience. This is mainly identified and explored through a 'focus on value'.
Question 15: Correct
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?

Focus on value

Collaborate and promote visibility

Start where you are

(Correct)

Keep it simple and practical

Explanation
Based on the scenario given, this best describes the guiding principle of 'start where you
are' because the current state is being investigated and observed directly to ensure it is
fully understood before attempting to build a new service. The team manager is
attempting to leverage the pre-existing processes and procedures before creating new
ones from scratch.
Question 16: Correct
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?

Focus on value

Collaborate and promote visibility

Optimize and automate

Progress iteratively with feedback

(Correct)

Explanation
This is an example of the guiding principle of 'progress iteratively with feedback'. Since
the curriculum was created (v1.0), and then changed based on student experience and
feedback, the curriculum was updated and revised to the next version (v1.1). At Dion
Training, we are always improving our courses based on our students' reviews and
feedback to continually improve the courses we teach.
Question 17: Correct
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?

Focus on value

Collaborate and promote visibility

(Correct)

Start where you are

Keep it simple and practical

Explanation
The guiding principle of 'collaborate and promote visibility' relies on personnel working
across boundaries to produce results that have greater buy-in, more relevance to
objectives, and an increased likelihood of success. In the scenario, you formed a team
from across the organization's various departments in an effort to collaborate and
increase visibility into the new service's design.
Question 18: Correct
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'?

John should optimize his code to ensure it runs efficiently

 

John should meet with Sally to determine how the digital product
fulfillment will occur

(Correct)

John should wait until Sally's portion is complete before beginning his to
ensure they work together properly

John should tell Sally to wait until his portion is done before starting hers to
ensure compatibility

Explanation
Under the 'think and work holistically' guiding principle, it is important to understand
that no service, practice, process, department, or supplier works independently. Instead,
each person needs to think about the service from an end-to-end perspective in order
to ensure maximum compatibility and efficiency. Out of the options provided, the best
one to choose for supporting the principle of 'think and work holistically' is for John to
meet with Sally to determine how she plans to conduct the digital product fulfillment.
This will allow him to ensure the portion of the system he is responsible for can work
properly with other portions of the service.
Question 19: Correct
Which of these are a key focus of the ‘organization and people’ dimension?

Security and compliance

Activities that transform inputs into outputs

 

Roles and responsibilities

(Correct)

Contracts and agreements

Explanation
The 'organization 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.
Question 20: Incorrect
Which of these are NOT a key focus of the ‘partners and suppliers’ dimension?

Workflow management and inventory systems

(Correct)

Roles and responsibilities

(Incorrect)

Contracts and agreements

Security and compliance

Explanation
The ‘partners and suppliers’ dimension focuses on the organization's relationships with
other organizations that are involved in the design, development, deployment, delivery,
support, and/or continual improvement of services. This also incorporates contracts and
other agreements between the organization and its partners or suppliers.
Question 21: Correct
Which ITIL concept describes the service value chain?

Seven guiding principles

Four dimensions of service management

Service value system

(Correct)

Practices

Explanation
The components of the service value system are 'guiding principles', 'governance',
'service value chain', 'practices', and 'continual improvement'.
Question 22: Correct
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?

Continual improvement
 

Service value chain

(Correct)

Practices

Guiding principles

Explanation
The service value chain is the central element of the service value system and is an
operating model outlining the key activities required to respond to demand and
facilitate value realization through the creation and management of products and
services.
Question 23: Correct
Which value chain activity includes portfolio decisions for design and transition?

Engage

Improve

Plan

(Correct)
 

Deliver and support

Explanation
The outputs of the 'plan' value chain activity include portfolio decisions for design and
transition. The 'plan' value chain activity is used to create a shared understanding of the
vision, current status, and improvement direction for all four dimensions and all
products and services across the organization.
Question 24: Correct
Which step of the continual improvement model states that "each improvement
initiative should support the organization's goals and objectives"?

Where are we now

What is the vision

(Correct)

Where do we want to be

How do we get there

Explanation
According to the step called 'what is the vision', each improvement initiative should
support the organization's goals and objectives.
Question 25: Correct
When working within the 'what is the vision' step of the continual improvement
model, what must you ensure to occur?
 

The high-level direction of the initiative has been understood

(Correct)

The detailed steps of how to achieve your objectives

What metrics you will use to measure success

The current processes being used

Explanation
The first step of the continual improvement model is called 'what is the vision'. During
this step, it is important to identify the high-level direction of the initiative, but it is not
important to define metrics, the current process, or the detailed steps of how to achieve
your objective yet. Those all come in the later steps of the model.
Question 26: Correct
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 the vision


 Where do we want to be

(Correct)

How do we get there

Where are we now

Explanation
Bridgett is in the 'where do we want to be' step of the continual improvement model.
This step is focused on defining the goal for the organization based on the vision and
putting into terms what can be measured and quantified (such as Critical Success
Factors and Key Performance Indicators).
Question 27: Correct
What is a normal change?

A change that doesn't need risk assessment because the procedure has been
pre-authorized

A change that needs to be assessed, authorized, and scheduled by a change

authority

(Correct)

A change that doesn't need risk assessment because it is required to resolve

an incident
 

A change that is routine in nature, is fully documented, and the risks are
well understood

Explanation
Normal changes are changes which need to be scheduled, assessed, and authorized
following a standard process. These changes are not considered routine (like a standard
change). They are also not considered urgent and don't need to be implemented as
soon as possible to recover from an incident (like an emergency change).
Question 28: Correct
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?

Standard

Normal

Emergency

(Correct)

Routine

Explanation
An emergency change is change that must be implemented as soon as possible to
resolve an incident or security issue. (Note: Routine is not a type of change in ITIL 4.)
Question 29: Correct
What is a change schedule NOT used for?
 

Developing features

(Correct)

Planning changes

Avoiding conflicts

Assigning resources

Explanation
A change schedule is used to help plan changes, assist in communication, avoid
conflicts, and assign resources. By publishing the change schedule, everyone in the
organization can know when a change is occurring, what people or components will be
affected by the change, and when downtime or outages may occur. Change schedules
are not used to develop features for a service.
Question 30: Correct
How can you ensure the incidents with the highest business impact are resolved
first?

Implement incident classification

(Correct)

Use automation
 

Utilize self-help tools

Utilize problem management

Explanation
By classifying incidents based on an agreed classification scheme, you can ensure that
incidents with the highest business impact are resolved first. The other choices are
considered good things to do within your organization, but incident classification
directly results in faster resolution for incidents classified as 'high priority'.
Question 31: Correct
Which incidents should be logged?

Only an incident that cannot be immediately resolved

Every incident should be logged

(Correct)

Any incident that occurs more than once

Only incidents that are not solved using self-help tools

Explanation
Every incident should be logged and managed to ensure that it is resolved in a time that
meets the expectations of the customer and user.
Question 32: Correct
What is NOT a phase in problem management?

Problem identification

Problem classification

(Correct)

Problem control

Error control

Explanation
Problem management involves three distinct phases: problem identification, problem
control, and error control.
Question 33: Correct
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?

Incident

Solution
 

Workaround

(Correct)

Known error

Explanation
A workaround is a solution that reduces or eliminates the impact of an incident or
problem for which a full resolution is not yet available. Some workarounds reduce the
likelihood of incidents.
Question 34: Correct
How does 'service request management' contribute to the 'improve' value chain
activity?

It ensures that users continue to be productive when they need assistance

from the service provider

It collects user-specific requirements, sets expectations, and provides status

updates

It analyzes data to identify opportunities to provide new service request

options

(Correct)


 It acquires pre-approved service components to help fulfill service requests

Explanation
This is the 'improve' activity. Improve includes the analysis of data to identify
opportunities to provide new service request options.
Question 35: Correct
Fill in the blank. Service requests and their fulfillment should be [?] and automated
to the greatest degree possible.

Uniquely handled

Standardized

(Correct)

Creatively solved

Ignored

Explanation
Service requests and their fulfillment should be standardized and automated to the
greatest degree possible. By using standardization, we can decrease the consumer's wait
time for a resolution since every service desk analyst will handle the request the same
way. This allows efficiencies of scale to be achieved.
Question 36: Correct
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?


 Problem Management

Service desk

(Correct)

Service request management

Incident management

Explanation
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.
Question 37: Correct
Which is a recommendation of the ‘service desk’ practice?

Service desks should never use technologies such as SMS and chat functions

Service desks should be highly technical functions

Service desks should have a practical understanding of the business

practices across the organization

(Correct)
 

Service desks should always use a virtual service desk

Explanation
A good service desk should have a practical understanding of the wider organization,
the business processes, and the users.
Question 38: Correct
What is a service level agreement used for?

To measure the performance of services from a customer's point of view

(Correct)

To measure the performance of the service availability

To measure the performance of the service capability

To measure the performance of the service from the service provider's point
of view.

Explanation
Service level agreements are used to measure the performance of services from a
customer's point of view. They may measure availability and capability, but only from
the customer's point of view.
Question 39: Correct
How does 'service level management' contribute to the 'plan' value chain activity?


 Uses feedback from users about the service and requirements from
customers to make the service better

Provides information about the actual service performance and trends

(Correct)

Collects and processes feedback from customers and users

Collects feedback during interactions and communicates service

performance objectives to the operations and support teams

Explanation
The 'plan' activity in the service level management practice supports planning of the
product and service portfolio and service offerings with information about the actual
service performance and trends.
Question 40: Correct
What should be included in every service level agreement?

Detailed metrics to capture availability of the system

Metrics for system response time

Clearly defined service outcomes

 (Correct)

Number of emails sent per hour

Explanation
They should relate to defined outcomes and not simply operational metrics. This can be
achieved with balanced ‘bundles’ of metrics.

What is the definition of utility?

The assurance that a product or service will meet agreed requirements

A possible event that could cause harm or loss, or make it more difficult to
achieve objectives

The functionality offered by a product or service to meet a particular need

(Correct)

A tangible or intangible deliverable that is produced by carrying out an activity

Explanation
Utility is the functionality offered by a product or service to meet a particular need.
Question 2: Correct
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.
 

Outcomes

(Correct)

Cost

Outputs

Benefits

Explanation
A customer is a person who defines the requirements for a service and takes
responsibility for the outcomes of service consumption.
Question 3: Correct
What is the definition of an IT asset?

A particular set of settings or options on a given piece of equipment

Any valuable component that can contribute to the delivery of an IT product or

service

(Correct)


 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

Any component that needs to be managed in order to deliver an IT service

Explanation
An IT asset is any valuable component that can contribute to the delivery of an IT
product or service.
Question 4: Correct
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.

Product

Outputs

Asset

Configuration item

(Correct)

Explanation
A configuration item is any component that needs to be managed in order to deliver an
IT service.
Question 5: Correct
What is the purpose of the 'relationship management' practice?
 

Establishing and nurturing links between an organization and its stakeholders at

strategic and tactical levels

(Correct)

Supporting the agreed quality of a service by handling all pre-defined, user-

initiated service requests in an effective and user-friendly manner

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

Ensuring that an organization's suppliers and their performance levels are

managed appropriately to support the provision of seamless quality products
and services

Explanation
Relationship management is the practice of establishing and nurturing links between an
organization and its stakeholders at strategic and tactical levels.
Question 6: Correct
What is the purpose of the 'problem management' practice?

Ensuring that services deliver agreed levels of availability or that change can be
assessed


 Supporting the agreed quality of a service by handling all pre-defined, user-
initiated service requests in an effective and user-friendly manner

Minimizing the negative impact of incidents by restoring normal service

operation as quickly as possible

Reducing the likelihood and impact of incidents by identifying actual and

potential causes of incidents, and managing workarounds and known errors

(Correct)

Explanation
Problem 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.
Question 7: Correct
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.

Availability

Event

Incident

(Correct)
 

Problem

Explanation
Incident management is the practice of minimizing the negative impact of incidents by
restoring normal service operation as quickly as possible.
Question 8: Correct
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?

Service level management

Service request management

Continual improvement

(Correct)

Capacity and performance management

Explanation
Continual improvement is 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.
Question 9: Correct
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.

Capacity

Availability

Request

Level

(Correct)

Explanation
Service level 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.
Question 10: Correct
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?

Service offering


 Service relationship management

(Correct)

Service provision

Service consumption

Explanation
Service relationship management refers to the joint activities performed by a service
provider and a service consumer to ensure continual value co-creation based on agreed
and available service offerings. In this example, Google is acting as the service provider
and Dion Training is acting as the service consumer for the email services. This enables
the co-creation of value to Dion Training and aids in their ability to provide email support
to their students.
Question 11: Incorrect
What term best describes the perceived benefits, usefulness, and importance of
something?

Utility

Warranty

Outcome

(Incorrect)
 

Value

(Correct)

Explanation
Value is the perceived benefits, usefulness, and importance of something.
Question 12: Correct
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?

Outputs

Risks

(Correct)

Costs

Utility

Explanation
Risk is a possible event that could cause harm or loss, or make it more difficult to
achieve objectives. Risk can also be defined as uncertainty of outcome and can be used
in the context of measuring the probability of positive outcomes, as well as negative
outcomes.
Question 13: Correct
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.

Guiding principles

(Correct)

Service value chain

Focus on value

Governance

Explanation
A guiding principle is defined as a recommendation that can guide an organization in all
circumstances and will guide organizations when adopting service management. They
are not described as prescriptive or mandatory.
Question 14: Correct
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?

Focus on value

(Correct)


 Progress iteratively with feedback

Collaborate and promote visibility

Think and work holistically

Explanation
In order to understand the consumer's perspective of value, it is important that the
service provider understand why the consumer uses the service, what the services help
them to do, and how the services help them achieve their own goals. The guiding
principle that most closely aligns to your team's task is 'focus on value'. 'Focus on value'
ensures that everything the organization does should link back, directly or indirectly, to
value for itself, its customers, and other stakeholders.
Question 15: Correct
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?

Focus on value

Start where you are

(Correct)

Keep it simple and practical

 

Optimize and automate

Explanation
Based on the scenario given, this best describes the guiding principle of 'start where you
are' because the current state is being investigated and observed directly to ensure it is
fully understood before attempting to build a new service. The team manager is
attempting to leverage the pre-existing processes and procedures before creating new
ones from scratch. He is not attempting to optimize the current service, but simply
desires to understand it so they can identify any issues that should be avoided and any
good components of the service that may be reused in the new service.
Question 16: Correct
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?

Collaborate and promote visibility

(Correct)

Focus on value

Progress iteratively with feedback

Optimize and automate

Explanation
The guiding principle of 'collaborate and promote visibility' 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.
Question 17: Correct
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?

Think and work holistically

Keep it simple and practical

(Correct)

Optimize and automate

Focus on value

Explanation
When analyzing a practice, process, service, metric, or other improvement targets,
always ask whether it contributes to value creation. If value is not being created, then
eliminate the unnecessary steps to simplify the process.
Question 18: Correct
What refers to the use of technology to perform a step or series of steps correctly and
consistently with limited or no human involvement?

Automation
 (Correct)

Optimization

Value

Utility

Explanation
The guiding principle of 'optimize and automate' relies heavily on automation.
Automation is the use of technology to perform a step or series of steps correctly and
consistently with limited or no human involvement.
Question 19: Correct
Which service management dimension is focused on the roles and responsibilities of
the people involved in a process' workflow?

Organizations and people

(Correct)

Information and technology

Partners and suppliers

 

Value streams and processes

Explanation
The 'organization 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.
Question 20: Correct
Which service management dimension is focused on the communication systems and
knowledge bases used by employees?

Organizations and people

Information and technology

(Correct)

Partners and suppliers

Value streams and processes

Explanation
The ‘information and technology’ dimension focuses on the information and knowledge
necessary for the management of services, as well as the technologies required.
Question 21: Correct
Which ITIL concept describes practices?


 Seven guiding principles

Service value system

(Correct)

Service value chain

Four dimensions of service management

Explanation
The components of the service value system are 'guiding principles', 'governance',
'service value chain', 'practices', and 'continual improvement'.
Question 22: Correct
Which of the following is NOT an activity within the service value chain?

Plan

Engage

Delivery and Support

Practice
 (Correct)

Explanation
Practice is not an activity in the service value chain. The six activities within the service
value chain are plan, improve, engage, design and transition, obtain/build, and deliver
and support.
Question 23: Correct
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?

Design and transition

Engage

Obtain/build

(Correct)

Deliver and support

Explanation
The 'obtain/build' value chain activity ensures that service components are available
when and where they are needed and meet agreed specifications. Configuration of the
devices based upon the designs provided would best be classified as an action that
occurs during the 'obtain/build' value chain activity.
Question 24: Correct
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?

Where do we want to be

How do we get there

(Correct)

Where are we now

Take action

Explanation
The 'how do we get there' step of the continual improvement model is focused on
outlining the plan of action to be undertaken to accomplish the goals set forth in the
'where do we want to be' step of the model.
Question 25: Correct
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?

Standard

Normal
 (Correct)

Emergency

Routine

Explanation
Normal changes are changes which need to be scheduled, assessed, and authorized
following a standard process. These changes are not considered routine (like a
standard change). They are also not considered urgent and don't need to be
implemented as soon as possible to recover from an incident (like an emergency
change). In this example, the system is currently working perfectly fine, but you want to
add a new function/feature to improve it. This should go through the normal change
process. (Note: Routine is not a type of change in ITIL 4.)
Question 26: Correct
What is an emergency change?

A change that doesn't need risk assessment because the procedure has been
pre-authorized

A change that needs to be assessed, authorized, and scheduled by a change

authority

A change that must be implemented as soon as possible because it is required

to resolve an incident or security issue

(Correct)
 

A change that is assessed, authorized, and scheduled as part of ‘continual

improvement’

Explanation
An emergency change is change that must be implemented as soon as possible to
resolve an incident or security issue.
Question 27: Correct
Who is responsible for approving a change within the organization?

CEO

IT Director

Service desk analyst

Change authority

(Correct)

Explanation
The change authority is a person or group responsible for authorizing a change. For a
standard change, the change might be pre-authorized for all future changes of the same
type. For an emergency change, this might be the IT director. Regardless of their named
position, when they are authorizing a change based on the organization's defined level
of authority, they are the change authority.
Question 28: Correct
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?

Problem

Event

Incident

(Correct)

Resolution

Explanation
An incident is an unplanned interruption to a service or reduction in the quality of a
service.
Question 29: Correct
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?

It can provide automated resolution and closure of complex incidents

It can ensure that incidents are resolved within the agreed upon timeframe in
the service level agreement (SLA)
 

It can provide automated matching of incidents to problems or known errors

(Correct)

The system can provide specialized knowledge for solving complicated

incidents

Explanation
Modern IT service management tools can provide automated matching of incidents to
other incidents, problems, or known errors. While the tools may help with resolving
incidents faster, they cannot automatically ensure that incidents are resolved within the
agreed timeframes from the SLA.
Question 30: Correct
What is usually included as part of 'incident management'?

Scripts for collecting initial information about incidents

(Correct)

Detailed procedures for the diagnosis of incidents

Authority to implement changes to a system

Observation of all services and service components to identify any change in

state
Explanation
This process does not usually include detailed procedures on how to diagnose,
investigate, and resolve incidents.
Question 31: Correct
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?

Incident

Workaround

Problem

(Correct)

Event

Explanation
A problem is a cause, or potential cause, of one or more incidents. Since you have
received 13 calls (13 potential incidents), and the common issue appears to be the
domain controller, the domain controller might be the problem.
Question 32: Correct
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?

Known error

(Correct)

Workaround

Problem

Incident

Explanation
A known error is a problem that has been analyzed but has not been resolved. Since the
issue is known (the network switch is broken and must be replaced), but not resolved
(awaiting a new switch to arrive and be configured), this is a known error.
Question 33: Correct
How does 'service request management' contribute to the 'deliver and support' value
chain activity?

It ensures that users continue to be productive when they need assistance from
the service provider

(Correct)


 It collects user-specific requirements, sets expectations, and provides status
updates

By initiating standard changes to fulfill service requests

It acquires pre-approved service components to help fulfill service requests

Explanation
This is the 'deliver and support' activity. Deliver and support ensures users continue to
be productive when they need assistance from the service provider.
Question 34: Correct
What is an example of an action a service request management employee would
undertake as part of the 'obtain/build' activity?

Analyzing data to identify opportunities to provide new service request options

Ensuring users continue to be productive when they need assistance from the
service provider

Acquiring pre-approved service components to help fulfill service requests

(Correct)

Initiating standard changes to fulfill service requests

Explanation
This is 'obtain/build' activity. "Obtain/build: The fulfillment of service requests may
require acquisition of pre-approved service components."
Question 35: Correct
What is true about the service desk?

Service desks should always be a physical team in a single fixed location

Service desks should be designed based on your organization, its business

processes, and the user requirements

(Correct)

Service desks should always use a virtual service desk to save money

Service desks should always be local to the organization they support

Explanation
There is no 'one' perfect way to design a service desk. The service desk may utilize a
local, centralized, or virtualized model. It just depends on your organization, business
needs, and user requirements.
Question 36: Correct
What activity is the main channel for communication and collaboration with users?

Service level management


 Service desk

(Correct)

Incident management

Service request management

Explanation
The service desk is the main channel for tactical and operational engagement with
users. The service desk is the entry point and single point of contact for the service
provider with all of its users.
Question 37: Correct
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?

Your supervisor's data is based on operational metrics

Your supervisor's data is based on business metrics

Your supervisor's data is based on availability metrics


 Your supervisor's data is not based on business outcomes

(Correct)

Explanation
Often, service level management reviews show as a 'watermelon', all green on the
outside and red on the inside. This means that teams are often measuring the wrong
things. For example, if you are measuring the uptime of a single server, this isn't
important to the end user or business objective or outcome. Instead, there should be a
balanced 'bundle' of metrics to properly account for the business objectives as defined
by outcomes and not simply operational metrics.
Question 38: Correct
How does 'service level management' contribute to the 'improve' value chain activity?

Uses feedback from users about the service and requirements from customers
to make the service better

(Correct)

Provides feedback from interactions with customers into new or changed

services

Provides information about the actual service performance and trends

Collects feedback during interactions and communicates service performance

objectives to the operations and support teams

Explanation
The 'improve' activity in the service level management practice uses feedback from
users about the service and requirements from customers to make recommendations
to improve the service.
Question 39: Correct
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?

Plan

Improve

Engage

(Correct)

Obtain/build

Explanation
Engage focuses on problems that have a significant impact on services will be visible to
customers and users. In some cases, customers may wish to be involved in problem
prioritization, and the status and plans for managing problems should be
communicated. Workarounds are often presented to users via a service portal. The
purpose of engage value chain activity is to provide continual engagement with all
stakeholders.
Question 40: Correct
What is an example of an action a service request management employee would
undertake as part of the 'design and transition' activity?


 Ensuring users continue to be productive when they need assistance from the
service provider

Collecting user-specific requirements, setting expectations, and providing

status updates

Acquiring pre-approved service components to help fulfill service requests

Initiating standard changes to fulfill service requests

(Correct)

Explanation
This is the 'design and transition' activity. Standard changes to services can be initiated
and fulfilled as service requests.

Question 1: Correct
What is the definition of a customer?

A person who authorizes budget for service consumption

A person who works for an organization other than the service provider

A person who uses services

 

A person who defines the requirements for a service and takes responsibility for
the outcomes of service consumption

(Correct)

Explanation
A customer is a person who defines the requirements for a service and takes
responsibility for the outcomes of service consumption.
Question 2: Correct
Identify the missing word(s) in the following sentence. A sponsor is a person who
authorizes [?} for service consumption.

Outcomes

Requirements

Outputs

Budget

(Correct)

Explanation
A sponsor is a person who authorizes budget for service consumption. This can also be
used to describe an organization or individual that provides financial or other support
for an initiative.
Question 3: Correct
What is the definition of a problem?
 

The addition, modification, or removal of anything that could have a direct or

indirect effect on services

An unplanned interruption to a service or reduction in the quality of a service

A cause, or potential cause, of one or more incidents

(Correct)

An issue that has been analyzed but has not been resolved

Explanation
A problem is a cause, or potential cause, of one or more incidents.
Question 4: Correct
What is defined as the addition, modification, or removal of anything that could have a
direct or indirect effect on services?

Change

(Correct)

Event


 Incident

Problem

Explanation
A change is the addition, modification, or removal of anything that could have a direct or
indirect effect on services.
Question 5: Correct
Identify the missing word in the following sentence. The [?] is the practice of capturing
demand for incident resolution and service requests.

Incident management

Service level management

Service request management

Service desk

(Correct)

Explanation
The service desk is the practice of capturing demand for incident resolution and service
requests.
Question 6: Correct
What is the purpose of the 'service configuration management' practice?


 Supporting the agreed quality of a service by handling all pre-defined, user-
initiated service requests in an effective and user-friendly manner

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

Ensuring that accurate and reliable information about the configuration of

services and the configuration items that support them are available when and
where needed

(Correct)

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

Explanation
Service configuration management is 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.
Question 7: Correct
What is the purpose of the 'service request management' practice?

Establishing and nurturing links between an organization and its stakeholders at

strategic and tactical levels


 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

Ensuring that an organization's suppliers and their performance levels are

managed appropriately to support the provision of seamless quality products
and services

Supporting the agreed quality of a service by handling all pre-defined, user-

initiated service requests in an effective and user-friendly manner

(Correct)

Explanation
Service request management is the practice of supporting the agreed quality of a
service by handling all pre-defined, user-initiated service requests in an effective and
user-friendly manner.
Question 8: Correct
What is defined as the practice of protecting an organization by understanding and
managing risks to the confidentiality, integrity, and availability of information?

Information security management

(Correct)

Availability management

Service continuity management

 

Change enablement
Explanation
Information security management is the practice of protecting an organization by
understanding and managing risks to the confidentiality, integrity, and availability of
information.
Question 9: Correct
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.

IT asset management

Service configuration management

Change enablement

(Correct)

Service level management

Explanation
Change enablement 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.
Question 10: Correct
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?

Service consumption

(Correct)

Service provision

Service offering

Warranty of a service

Explanation
Service consumption refers to the activities performed by an organization to consume
services, which includes the management of the consumer’s resources needed to use
the service, service use actions performed by users, and may include the receiving
(acquiring) of goods.
Question 11: Correct
Which describes the functionality offered by a product or service to meet a particular
need?

Utility

(Correct)
 

Warranty

Value

Outcome

Explanation
Utility is defined as the functionality offered by a product or service to meet a particular
need. When a service has utility, it is referred to as 'fit for purpose'.
Question 12: Correct
What term best describes a service that is 'fit for use'?

Utility

Value

Warranty

(Correct)

Outcome

Explanation
Warranty is defined as the assurance that a product or service will meet agreed
requirements. When a service has warranty, it is referred to as 'fit for use'.
Question 13: Correct
What are guiding principles considered?

Mandatory actions

Prescriptive requirements

Recommendations

(Correct)

Governance

Explanation
A guiding principle is defined as a recommendation that can guide an organization in all
circumstances and will guide organizations when adopting service management. They
are not described as prescriptive or mandatory. Governance is the means by which an
organization is directed and controlled. Governance includes mandatory actions and
prescriptive requirements.
Question 14: Correct
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?


 Optimize and automate

Keep it simple and practical

Collaborate and promote visibility

Start where you are

(Correct)

Explanation
Based on the scenario given, this best describes the guiding principle of 'start where you
are' because the current state is being investigated and observed directly to ensure it is
fully understood before attempting to fix the service. Before attempting to improve an
existing service, you must first analyze the current state and then 'start where you are'.
This prevents an organization from restarting from a 'blank slate' each time and instead
helps determine what existing services, processes, and components may be reused to
create more value.
Question 15: Correct
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?

Optimize and automate


 Start where you are

Progress iteratively with feedback

(Correct)

Keep it simple and practical

Explanation
This is an example of the guiding principle of 'progress iteratively with feedback'. The
company released the first version with limited functionality and then changed and
improved it over time (iteratively) based on the user's feedback.
Question 16: Correct
Which value chain activity ensures continual improvement of products, services, and
practices across all value chain activities and the four dimensions of service
management?

Improve

(Correct)

Plan

Deliver and support


 Obtain/build

Explanation
The 'improve' value chain activity ensures continual improvement of products, services,
and practices across all value chain activities and the four dimensions of service
management.
Question 17: Correct
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?

What is the vision

Where do we want to be

How do we get there

Where are we now

(Correct)

Explanation
Where are we now' is focused on determining the current state of the organization,
including mapping out existing processes, conducting objective measurement through
metrics, and available resources.
Question 18: Correct
During which step of the continual improvement model is change management and
release management usually performed?


 Where do we want to be

Take action

(Correct)

Where are we now

What is the vision

Explanation
The 'take action' step of the continual improvement model is focused on performing the
actual work involved in order to reach the goals set forth in the 'where do we want to be'
step. To do this, change management is used to implement a change in the
environment and release management is used to make new and changed features
available for use.
Question 19: Correct
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?

Did we get there

(Correct)

Where are we now

 

How do we get there

Take action

Explanation
The 'did we get there' step is focused on checking the new state of the improvement
initiative and comparing it to the original baseline to determine if the desired goal has
been reached.
Question 20: Correct
During which step of the continual improvement model do you create your objective
baseline measurement?

What is the vision

Where are we now

(Correct)

How do we get there

Where do we want to be

Explanation
The 'where are we now' step is focused on determining the current state of the
organization, including mapping out existing processes, conducting objective
measurement through metrics, and available resources.
Question 21: Correct
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?

Where are we now

What is the vision

How do we keep the momentum going

(Correct)

How do we get there

Explanation
The 'how do we keep the momentum going' step of the continual improvement model is
used once the improvement has delivered the expected value and the focus is now
shifting to increased improvement or to maintain the gains made by the improvement
initiative.
Question 22: Correct
What is usually included as part of 'incident management'?
 

Detailed procedures for the diagnosis of incidents

Formalized processes for logging incidents

(Correct)

Observation of all services and service components to identify any change in

state

Authority to implement changes to a system

Explanation
This process does not usually include detailed procedures on how to diagnose,
investigate, and resolve incidents.
Question 23: Correct
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?

Event

Problem


 Incident

(Correct)

Request

Explanation
An incident is an unplanned interruption to a service or reduction in the quality of a
service. Since the wireless service is no longer working and this is an unplanned outage,
it should be classified as an incident.
Question 24: Correct
Which of the following is NOT a problem identification activity?

Detecting duplicate and recurring issues

Logging an incident

(Correct)

Performing trend analysis of incident records

Analysis of multiple incidents that may be linked together

Explanation
Logging an incident is part of the Incident Management activities. Problem
management is focused on performing trend analysis of incidents records, detecting
duplicate or recurring issues, and analyzing the incidents to identify trends or linked
issues.
Question 25: Correct
What is NOT a phase in problem management?

Problem identification

Error control

Problem control

Incident logging

(Correct)

Explanation
Problem management involves three distinct phases: problem identification, problem
control, and error control.
Question 26: Correct
How does 'service request management' contribute to the 'engage' value chain
activity?

It ensures that users continue to be productive when they need assistance from
the service provider

It collects user-specific requirements, sets expectations, and provides status

updates
 (Correct)

By initiating standard changes to fulfill service requests

It acquires pre-approved service components to help fulfill service requests

Explanation
This is the 'engage' activity. Engage includes regular communication to collect under-
specific requirements, set expectations, and to provide status updates.
Question 27: Correct
What is an example of an action a service request management employee would
undertake as part of the 'improve' activity?

Communicate with consumers to understand their requirements

Initiate and fulfill standard changes

Provide trend, quality, and feedback information about requests

(Correct)

Fulfill the consumer's service requests through acquisition of service

components

Explanation
This is the 'improve' activity. Improve includes the analysis of data to identify
opportunities to provide new service request options. It also contributes to
improvement by providing trend, quality, and feedback information about fulfillment of
requests.
Question 28: Correct
What does a centralized service desk require?

Knowledge base

(Correct)

Walk-in service hours

24x7 support

Outsourced employees

Explanation
A centralized service desk requires supporting technologies like workflow systems for
routing and escalation, workforce management and resource planning systems, a
centralized knowledge base, intelligent telephony systems, automatic call distribution,
and remote access tools. Automation is wonderful and can provide efficiencies, but it is
not required. Also, 24x7 support may not be a business requirement for some
organizations. But, if you have a centralized service desk, you will need good remote
access tools to be able to support users that are not located at your same location.
Question 29: Correct
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?


 Virtual

Centralized

(Correct)

Follow-the-sun

Local

Explanation
A centralized service desk includes a team of employees working in a single location.
Question 30: Correct
What should be included in every service level agreement?

Clearly defined service outcomes

(Correct)

Latency requirements

Metric for amount of downtime on the backup server


 Metric for percentage of disk space available on the file server

Explanation
They should relate to defined outcomes and not simply operational metrics. This can be
achieved with balanced ‘bundles’ of metrics.
Question 31: Correct
Which of the following is NOT a valid source of service level management data to use
in analyzing your service level agreements?

Customer feedback

Competitor's metrics

(Correct)

Operational metrics

Business metrics

Explanation
You shouldn't use competitor's metrics as part of your SLA. Instead, you can use
information from customer feedback, customer engagement, business measures,
business metrics, and operational metrics.
Question 32: Correct
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?

Incident

Workaround

Problem

Known error

(Correct)

Explanation
A known error is a problem that has been analyzed but has not been resolved. Since the
issue is known (hard drive is out of space), but not resolved (moving the large files to an
external device to free up space), this is a known error.
Question 33: Correct
How does 'service level management' contribute to the 'engage' value chain activity?

Collects feedback during interactions and communicates service performance

objectives to the operations and support teams

Provides feedback from interactions with customers into new or changed

services
 

Collects and processes feedback from customers and users

(Correct)

Provides information about the actual service performance and trends

Explanation
The 'engage' activity in the service level management practice collects and processes
feedback from customers and users.
Question 34: Correct
Which guiding principle is focused on increasing communication both within the
project and outside of it?

Keep it simple and practical

Collaborate and promote visibility

(Correct)

Progress iteratively with feedback

Optimize and automate

Explanation
The guiding principle of 'collaborate and promote visibility' relies on personnel working
across boundaries to produce results that have greater buy-in, more relevance to
objectives, and an increased likelihood of success. This is mainly accomplished through
establishing proper communication channels with all the relevant stakeholders.
Question 35: Correct
Which guiding principle is concerned with an understanding of how all the parts of an
organization work together in an integrated way?

Focus on value

Keep it simple and practical

Think and work holistically

(Correct)

Optimize and automate

Explanation
The guiding principle 'think and work holistically' advises that "services are delivered to
internal and external service consumers through the coordination and integration of the
four dimensions of service management". This requires you to think about a service
from end-to-end by understanding how an organization can work together in an
integrated way to achieve the desired objectives.
Question 36: Correct
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?

Optimize and automate

Progress iteratively with feedback

Keep it simple and practical

(Correct)

Collaborate and promote visibility

Explanation
When analyzing a practice, process, service, metric, or other improvement targets,
always ask whether it contributes to value creation. If value is not being created, then
eliminate the unnecessary parts or items. This is not 'optimize and automate' because
the scenario did not mention any intention to automate the reporting efforts.
Question 37: Correct
Which service management dimension is focused on an organization's relationships
with other organizations in order to deliver its services?

Organizations and people

Information and technology

 

Partners and suppliers

(Correct)

Value streams and processes

Explanation
The ‘partners and suppliers’ dimension focuses on the organization's relationships with
other organizations that are involved in the design, development, deployment, delivery,
support, and/or continual improvement of services. This also incorporates contracts
and other agreements between the organization and its partners or suppliers.
Question 38: Correct
Which of these are a key focus of the ‘value streams and processes’ dimension?

Workflow management and inventory systems

Activities that transform inputs into outputs

(Correct)

Roles and responsibilities

Contracts and agreements

Explanation
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.
A key focus of the 'value streams and processes' dimension are processes which are
activities that transform inputs into outputs.
Question 39: Correct
Which ITIL concept describes continual improvement?

Service value system

(Correct)

Four dimensions of service management

Service value chain

Practices

Explanation
The components of the service value system are 'guiding principles', 'governance',
'service value chain', 'practices', and 'continual improvement'.
Question 40: Correct
Which of the following is NOT an activity within the service value chain?

Service relationships

(Correct)
 

Improve

Design and Transition

Obtain/Build

Explanation
Service relationships are not an activity in the service value chain. The six activities
within the service value chain are plan, improve, engage, design and transition,
obtain/build, and deliver and support.
Retake test
Continue

Question 1: Correct
How does 'service request management' contribute to the 'deliver and support' value
chain activity?

It ensures that users continue to be productive when they need assistance from
the service provider

(Correct)

It collects user-specific requirements, sets expectations, and provides status

updates


 It analyzes data to identify opportunities to provide new service request options

By acquiring pre-approved service components

Explanation
This is the 'deliver and support' activity. Deliver and support ensures that users continue
to be productive when they need assistance from the service provider.
Question 2: Correct
Which is a recommendation of the ‘service desk’ practice?

Service desks should never use technologies such as SMS and chat functions

Service desks should be highly technical functions

Service desks should have a practical understanding of the wider business

(Correct)

Service desks should always be a physical team in a single fixed location

Explanation
A good service desk should have a practical understanding of the wider organization,
the business processes, and the users.
Question 3: Correct
What does a centralized service desk require?


 Walk-in service hours

Robotic process automation

Good workflow systems for routing and escalation

(Correct)

Outsourced employees

Explanation
A centralized service desk requires supporting technologies like workflow systems for
routing and escalation, workforce management and resource planning systems, a
centralized knowledge base, intelligent telephony systems, automatic call distribution,
and remote access tools.
Question 4: Correct
How does 'service level management' contribute to the 'deliver and support' value
chain activity?

Provides objectives for component and service performance for products and
services

Collects feedback during interactions and communicates service performance

objectives to the operations and support teams

(Correct)
 

Provides information about the actual service performance and trends

Provides feedback from interactions with customers into new or changed

services

Explanation
The 'deliver and support' activity in the service level management practice collects
feedback during interactions and communicates service performance objectives to the
operations and support teams.
Question 5: Correct
What is a documented agreement between a service provider and a customer that
identifies both the services required and the expected level of service?

Memorandum of Understanding

Business Partnership Agreement

Service Level Agreement

(Correct)

Interconnection Service Agreement

Explanation
A service level agreement (SLA) is a documented agreement between a service provider
and a customer that identifies both the services required and the expected level of
service.
Question 6: Correct
Your company has five branch offices located across the country. To support each of
these branch offices, a small service desk has been created for each office and it is
co-located with the users to whom they are providing service and support. What model
of service desk is your company using?

Virtual

Centralized

Follow-the-sun

Local

(Correct)

Explanation
A local service desk involves service desk analysts working in a co-located space or
building. If your company has multiple locations, then a local service desk could be
created at each location instead of relying on one centralized or virtual service desk.
Question 7: Correct
What is the definition of a sponsor?

A person who uses services

 

A person who authorizes budget for service consumption

(Correct)

A person who works for an organization other than the service provider

A person who defines the requirements for a service and takes responsibility for
the outcomes of service consumption

Explanation
A sponsor is a person who authorizes budget for service consumption. This can also be
used to describe an organization or individual that provides financial or other support
for an initiative.
Question 8: Correct
Identify the missing word(s) in the following sentence. Warranty is the assurance that
a product or service will meet [?] requirements.

The contracted

Established

Inexpensive


 Agreed

(Correct)

Explanation
The definition of warranty is the assurance that a product or service will meet agreed
requirements.
Question 9: Correct
What is the definition of an incident?

The addition, modification, or removal of anything that could have a direct or

indirect effect on services

An unplanned interruption to a service or reduction in the quality of a service

(Correct)

A cause, or potential cause, of one or more incidents

A problem that has been analyzed but has not been resolved

Explanation
An incident is an unplanned interruption to a service or reduction in the quality of a
service.
Question 10: Correct
Identify the missing word(s) in the following sentence. A known error is a(n) [?] that
has been analyzed but has not been resolved.

Change
 

Incident

Event

Problem

(Correct)

Explanation
A known error is a problem that has been analyzed but has not been resolved.
Question 11: Correct
What is the purpose of the 'release management' practice?

Moving new or changed hardware, software, documentation, processes, or any

other service component to live environments

Making new and changed services and features available for use

(Correct)

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
 

Supporting the agreed quality of a service by handling all pre-defined, user-

initiated service requests in an effective and user-friendly manner

Explanation
Release management is the practice of making new and changed services and features
available for use.
Question 12: Correct
What is the purpose of the 'change enablement' practice?

Supporting the agreed quality of a service by handling all pre-defined, user-

initiated service requests in an effective and user-friendly manner

Making new and changed services and features available for use

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

(Correct)

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

Explanation
Change enablement 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.
Question 13: Correct
What is defined as the practice of establishing and nurturing links between an
organization and its stakeholders at strategic and tactical levels?

Relationship management

(Correct)

Service request management

Service level management

Service desk

Explanation
Relationship management is the practice of establishing and nurturing links between an
organization and its stakeholders at strategic and tactical levels.
Question 14: Correct
What is defined as the practice of systematically observing services and service
components, and recording and reporting selected changes of state identified as
events?

Problem management

Monitoring and event management

 (Correct)

Service level management

Incident management

Explanation
Monitoring and event management is the practice of systematically observing services
and service components, and recording and reporting selected changes of state
identified as events.
Question 15: Correct
Identify the missing word(s) in the following sentence. [?] is the practice of supporting
the agreed quality of a service by handling all pre-defined, user-initiated service
requests in an effective and user-friendly manner.

Problem management

Service desk

Service level management

Service request management

(Correct)
Explanation
Service request management is the practice of supporting the agreed quality of a
service by handling all pre-defined, user-initiated service requests in an effective and
user-friendly manner.
Question 16: Correct
As a Dion Training student, your desired outcome from taking the course is to pass
your ITIL 4 Foundation exam. As the service provider, Dion Training also measures its
success based on the number of students who pass the exam after taking our training.
What best describes the activities performed by the service provider (Dion Training)
and the service consumer (student) in order to co-create value and reach the desired
outcome (the student passing their exam)?

Service offering

Service relationship management

(Correct)

Service provision

Service consumption

Explanation
Service relationships management refers to the joint activities performed by a service
provider and a service consumer to ensure continual value co-creation based on agreed
and available service offerings.
Question 17: Correct
Fill in the blank. A service enables [?] co-creation by facilitating outcomes that
customers want to achieve.


 Utility

Value

(Correct)

Output

Warranty

Explanation
Value is the perceived benefits, usefulness, and importance of something. A service
enables value co-creation by facilitating outcomes that customers want to achieve.
Question 18: Correct
Which describes the assurance that a product or service will meet agreed
requirements?

Utility

Warranty

(Correct)

Value
 

Output

Explanation
Warranty is defined as the assurance that a product or service will meet agreed
requirements. When a service has warranty, it is referred to as 'fit for use'.
Question 19: Correct
How often should the guiding principles be changed within your organization?

Monthly

Quarterly

Yearly

Never

(Correct)

Explanation
Guiding principles are considered universally applicable and enduring. They should
never be changed within the organization, but instead provide the organization with 7
areas to always focus on during their continual improvement efforts.
Question 20: Correct
What is the main benefit of following the guiding principle of 'progress iteratively with
feedback'?


 Faster responses to customers and business needs

(Correct)

Overall lower quality in the project

Reduced flexibility

Longer periods of time before a product is delivered

Explanation
The guiding principle of 'progress iteratively with feedback' allows for faster responses
to customer and business needs.
Question 21: Correct
Your team is working on developing a new service and has chosen to use an Agile
method of working. As part of this, your team has created an 'information radiator' in
the common areas of your floor of the office. This 'information radiator' contains the
list of things that must be done in the project, the current status of the project, a listing
of risks associated with the project, and the overall objective/goal of the project.
Based on the information provided in this scenario, which guiding principle is being
demonstrated through the use of this 'information radiator'?

Focus on value

Keep it simple and practical


 Optimize and automate

Collaborate and promote visibility

(Correct)

Explanation
The guiding principle of 'collaborate and promote visibility' relies on personnel working
across boundaries to produce results that have greater buy-in, more relevance to
objectives, and an increased likelihood of success. The use of an 'information radiator'
allows greater visibility into the project since anyone can walk through the office and
see the current status of the project and the work remaining to finish it. 'Information
radiators' are commonly used in an Agile way of working, and it increases visibility and
collaboration.
Question 22: Correct
Which guiding principle requires coordination across the organization in order to best
understand how a complicated service works?

Think and work holistically

(Correct)

Keep it simple and practical

Optimize and automate

Focus on value
Explanation
The guiding principle 'think and work holistically' advises that "services are delivered to
internal and external service consumers through the coordination and integration of the
four dimensions of service management". This requires you to think about a service
from end-to-end by understanding how an organization can work together in an
integrated way to achieve the desired objectives.
Question 23: Correct
You have been asked to create a standard process for approving new accounts on your
corporate network. You have been working on this process for about 2 weeks because
you are trying to create rules to handle every possible exception to the process.
Frustrated, you ask your coworker, Nancy, how she would approach the problem. She
states, "Well, I would create a process for the most common three types of account
creation which account for 99% of all requests made. Then, create a blanket rule at the
end of the process that says, 'If the account doesn't belong to one of the above three
categories, elevate the request to your supervisor'. This will allow the supervisors to
handle the exception, which only accounts for 1% of all account requests, and you can
create that process in just a few hours." What guiding principle is Nancy
recommending you to follow with her approach to solving this problem?

Progress iteratively with feedback

Optimize and automate

Keep it simple and practical

(Correct)

Focus on value

Explanation
When analyzing a practice, process, service, metric or other improvement targets,
always ask whether it contributes to value creation. If value is not being created, then
eliminate the unnecessary steps to simplify the process. In this scenario, you could
spend weeks or months trying to figure out every single possible combination. Instead,
by keeping it simple, you can cover 99% of all account creation types with the 3
common types, and elevate the other 1% to a supervisor who can handle things outside
of the normal process as an exception case.
Question 24: Correct
Which guiding principle should you use to maximize the value of the work carried out
by the human and technical resources within an organization?

Think and work holistically

Progress iteratively with feedback

Focus on value

Optimize and automate

(Correct)

Explanation
The guiding principle of 'optimize and automate' is used to maximize the value of the
work carried out by the human and technical resources within an organization.
Question 25: Correct
Dion Training Solutions has two departments within the company: Training and
Operations. Which dimension of service management is focused on how a company
structures its human resources?


 Partners and suppliers

Value streams and processes

Organizations and people

(Correct)

Information and technology

Explanation
The 'organization 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.
Question 26: Correct
Your company has recently decided to install a Microsoft SharePoint server to serve
as the organization's knowledge base. Which dimension of service management would
this decision best be considered?

Information and technology

(Correct)

Organizations and people


 Partners and suppliers

Value streams and processes

Explanation
The ‘information and technology’ dimension focuses on the information and knowledge
necessary for the management of services, as well as the technologies required.
Question 27: Correct
Fill in the blank. The purpose of the [?] is to ensure that the organization continually
co-creates value with all stakeholders through the use and management of products
and services.

Activities

Practices

Service value system

(Correct)

Service value chain

Explanation
The purpose of the service value system is to ensure that the organization continually
co-creates value with all stakeholders through the use and management of products
and services. It takes opportunity and demand as its input and enables the creation of
value through the guiding principles, governance, service value chain, practices, and
continual improvement.
Question 28: Correct
Which statement about the value chain activities is CORRECT?

Practices are considered a value chain activity

Continual improvement is considered a value chain activity

Service value chain activities receive and provide triggers for further actions to
be taken

(Correct)

Activities within a service value chain operate independently from each other

Explanation
Service value chain activities are connected to and interact with one another, with each
activity receiving and providing triggers for further actions to be taken.
Question 29: Correct
Which value chain activity would best be used to categorize the actions of the service
desk when they are responding to a consumer's request for assistance?

Obtain/build

Improve
 

Design and transition

Deliver and support

(Correct)

Explanation
The 'deliver and support' value chain activity ensures that services are delivered and
supported according to agreed specifications and stakeholder's expectations. If a
service desk analyst is helping fix a problem for a consumer, this would be best
categorized as a 'deliver and support' activity.
Question 30: Correct
Which step of the continual improvement model is focused on outlining the steps that
will be undertaken by the organization in order to achieve its goals and move the
organization closer to achieving its vision?

Where do we want to be

Take action

Where are we now

How do we get there

(Correct)
Explanation
The 'how do we get there' step of the continual improvement model is focused on
outlining the plan of action to be undertaken to accomplish the goals set forth in the
'where do we want to be' step of the model.
Question 31: Correct
What is the step after 'how do we keep the momentum going' in the continual
improvement model?

Did we get there

How do we get there

What is the vision

(Correct)

Where are we now

Explanation
Once you reach 'how do we keep the momentum going' in the continual improvement
model, you restart the process with 'what is the vision'.
Question 32: Correct
Which type of change needs to be assessed, authorized, and scheduled by a change
authority prior to implementing it?

Standard


 Normal

(Correct)

Emergency

All three of these

Explanation
Normal changes must be assessed, authorized, and scheduled prior to implementing
the change. Standard changes are pre-authorized and therefore, don't need to be
scheduled since they are low-risk. Emergency changes still require an assessment and
authorization, but they are rarely scheduled since they need to be implemented as soon
as possible to fix an incident or security issue.
Question 33: Correct
Which statement about a change authority is CORRECT?

A single change authority should be assigned to authorize all types of change

and change models

Normal changes are pre-authorized and do not need a change authority

A change authority should be assigned for each type of change and change
model

(Correct)
 

Emergency changes can be implemented without authorization from a change

authority

Explanation
It is essential that the correct change authority is assigned to each type of change to
ensure that change enablement is both efficient and effective. Change models, based
on the type of change, are used to determine the roles for assessment and
authorization.
Question 34: Correct
A standard change has been initiated to create an email account for a new user. Who
should authorize this change?

The user's manager should authorize the change

The change authority must authorize all changes

The user can authorize it themself

Standard changes are already pre-authorized

(Correct)

Explanation
Standard changes are low-risk, pre-authorized changes that are well-understood and
fully-documented. 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, only if there is a modification to the way it is carried out.
Question 35: Correct
What is the best description of an emergency change?

A change that doesn't need risk assessment because the procedure has been
pre-authorized

A change that needs to be assessed, authorized, and scheduled by a change

authority

A change that must be implemented as soon as possible because it is required

to resolve an incident or security issue

(Correct)

A change that is assessed, authorized, and scheduled as part of ‘continual

improvement’

Explanation
An emergency change is change that must be implemented as soon as possible to
resolve an incident or security issue.
Question 36: Correct
Which practice would include a formalized process for logging unplanned reduction in
the quality of a service?

Change management


 Incident management

(Correct)

Problem management

Service level management

Explanation
Incident management should include a formalized process for logging incidents.
Incidents are an unplanned interruption to a service or reduction in the quality of a
service.
Question 37: Correct
Who can report an incident?

Service desk analyst

End user

System administrator

Anyone

(Correct)
Explanation
Anyone can report an incident. An incident is an unplanned interruption to a service or
reduction in the quality of a service. This may be reported by the end user, service desk
analyst, system administrator, or any other person who identifies the interruption or
reduction in the service.
Question 38: Correct
You are working as a part of the problem management team and discovered that
multiple incidents are linked together due to a problem with the current version of the
web browser installed on the workstations across the network. You have identified that
this could be solved by upgrading the web browser to the newest available version.
Your team has requested that all of the workstations in the organization receive an
updated web browser through the change management activity to solve this problem.
Which value chain activity will be responsible for upgrading all the workstations?

Plan

Improve

Engage

Obtain/build

(Correct)

Explanation
Obtain/build will manage the solution to the problem once it has been identified by
problem management. They will be responsible for the release and deployment of the
latest version of the web browser in this case once the change management activity
approves the change to the workstations' baseline.
Question 39: Correct
Your printer is currently out of toner and will not print. You ask your co-worker for
help, but he says the toner has already been ordered but it won't arrive for a few days.
What would you classify this as?

Incident

Known error

(Correct)

Problem

Event

Explanation
A known error is a problem that has been analyzed but has not been resolved. Since the
issue is known (we are out of toner), but not resolved (awaiting new toner), this is a
known error.
Question 40: Correct
Fill in the blank. Service requests and their fulfillment should be standardized and [?]
to the greatest degree possible.

Increased

Reduced
 

Eliminated

Automated

(Correct)

Explanation
Service requests and their fulfillment should be standardized and automated to the
greatest degree possible. By using automation, we can decrease the consumer's wait
time for a resolution, and ensure that they get back to productive work as soon as
possible.
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