ITIL 4 Exam – Answered

1. What is the customer of a service responsible for?

A. Defining the requirements for the service

B. Authorizing the budget for the service

C. Using the service

D. Provisioning the service

2. What is the value of a service?

A. The benefits, usefulness, or importance of the service, as perceived by the stakeholders

B. The amount of money created or saved

C. A tangible or intangible deliverable of the service

D. A result for a stakeholder enabled by outputs

3. How can service consumers contribute to risk mitigation?

A. Provision of services according to predefined needs

B. Ensuring provider configures resources correctly

C. Being fully aware of their own requirements for the service

D. Controlling risk on provider’s behalf

4. What ensures providers and consumers continue to create value together?

A. Service consumption

B. Service offerings

C. Service level management

D. Service relationship management

5. Which ITIL concept helps an organization make good decisions?

A. Four dimensions of service management

B. Guiding principles

C. Service value chain

D. Practices

6. A good way to apply ‘focus on value’ is to:

A. Understand why services are used by service consumers

B. Understand the whole, but do something

C. Be aware of system complexity

D. Do fewer tasks with higher quality

7. Key stakeholder groups providers should cooperate with?

A. Suppliers

B. Customers

C. Relationship managers

D. Developers

8. Which guiding principle proposes elimination of unnecessary work?

A. Keep it simple and practical

B. Think and work holistically

C. Start where you are

D. Progress iteratively with feedback

9. An organization undertaking improvement should ____ existing methods.

A. Consider

B. Re-use

C. Discard

D. Improve

10. Which concept ensures iteration remains appropriate in changing circumstances?

A. Minimum viable product

B. Feedback loop

C. Analysis paralysis

D. Direct observation

11. Which is described by ‘organizations and people’ dimension?

A. Workflows and controls

B. Communication and collaboration

C. Inputs and outputs

D. Contracts and agreements

12. Which dimension contributes MOST to defining activities needed to deliver services?

A. Organizations and people

B. Information and technology

C. Partners and suppliers

D. Value streams and processes

13. Which component focuses on activities needed to co-create value?

A. Service value chain

B. Continual improvement

C. Guiding principles

D. Practices

14. Which statement about value chain inputs and outputs is correct?

A. Inputs/outputs are fixed

B. Some only have inputs

C. Governance determines them

D. Each activity receives inputs and provides outputs

15. ‘Improve’ value chain activity purpose includes:

A. Ensure continual improvement across all activities

B. Ensure services meet expectations

C. Ensure shared understanding of direction

D. Ensure engagement with stakeholders

16. Which practice handles predefined user-initiated actions?

A. Deployment management

B. Incident management

C. Service level management

D. Service request management

17. Which practice includes authentication and non-repudiation?

A. Information security management

B. Change enablement

C. Service configuration management

D. IT asset management

18. Purpose of relationship management includes:

A. Supplier collaboration

B. Setting service targets

C. Identifying and improving stakeholder relationships

D. Handling service requests

19. Purpose of release management includes:

A. Ensuring service information availability

B. Moving software to live

C. Making new features available for use

D. Authorizing changes

20. Purpose of IT asset management includes:

A. Moving assets to live

B. Supporting purchase and disposal decisions

C. Making assets available for use

D. Providing configuration info

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