[Q195-Q216] Free ITIL-4-Foundation Questions for ITIL ITIL-4-Foundation Exam [Mar-2025]

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Free ITIL-4-Foundation Questions for ITIL ITIL-4-Foundation Exam [Mar-2025]

Validate your ITIL-4-Foundation Exam Preparation with ITIL-4-Foundation Practice Test (Online & Offline)

ITIL 4 Foundation Exam is a certification exam that validates an individual’s knowledge of IT Service Management, following the latest ITIL 4 framework. ITIL 4 is the latest version of the IT Infrastructure Library (ITIL), which is a set of best practices for managing IT services. The ITIL 4 Foundation Exam is designed to test a candidate’s understanding of the key concepts, principles, and terminology of ITIL 4, as well as their ability to apply them in a real-world context.

Q195. Which dimension of service management considers the workflows and controls needed to deliver services?

Organization and people

Information and technology

Partners and suppliers

Value streams and processes

Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-four-dimensions-it-service-management

Q196. Which is an activity in the ‘Problem control’ phase of problem management?

Re-assessing a known error to manage the ongoing impact.

Reviewing incident records to identity trends

Implementing a technical fix to resolve an issue

Documenting the steps in workaround

Problem Control. Problem control activities include problem analysis and documenting workarounds and known errors.
Just like incidents, problems will be prioritized based on the risk they pose in terms of probability and impact to services. Focus should be given to problems that have highest risk to services and service management.
https://www.bmc.com/blogs/itil-problem-management/#:~:text=2.,probability%20and%20impact%20to%20serv

Q197. Which is NOT a component of the service value system?

The guiding principles

Governance

Practices

The four dimensions of service management

Q198. Which practice is most likely to benefit from the use of chatbots?

Service level management

Change enablement

Continual improvement

Service desk

Q199. Which value chain activity ensures the availability of service components?

Improve

Deliver and support

Engage

Obtain/build

Q200. Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)

value

consumption

management

provision

Explanation
Sponsor: A person who authorizes budget for service consumption; e.g., the Finance Manager
https://www.bmc.com/blogs/itil-key-concepts-service-management/#:~:text=Sponsor%3A%20A%20person%20

Q201. Which statement about emergency changes is CORRECT?

Emergency changes are low risk and well understood

Authorization of emergency changes may be deferred until after implementation

It is necessary to complete all documentation before an emergency charge is implemented

Emergency changes are not usually recorded in the change schedule

Emergency changes. These are changes that must be implemented as soon as possible; for example, to resolve an incident or implement a security patch. Emergency changes are not typically included in a change schedule, and the process for assessment and authorization is expedited to ensure they can be implemented quickly. As far as possible, emergency changes should be subject to the same testing, assessment, and authorization as normal changes, but it may be acceptable to defer some documentation until after the change has been implemented, and sometimes it will be necessary to implement the change with less testing due to time constraints. There may also be a separate change authority for emergency changes, typically including a small number of senior managers who understand the business risks involved.”
https://itsm.tools/why-what-change-management/#:~:text=Emergency%20changes.&text=Emergency%20changes%20are%20not%20typically,they%20can%20be%20implemented%20quickly.

Q202. Which practice coordinates the classification, ownership and communication of service requests and incidents?

Supplier management

Service desk

Problem management

Relationship management

Q203. How should an organization include third-party suppliers in the continual improvement of services?

Ensure suppliers include details of their approach to service improvement in contracts

Require evidence that the supplier uses agile development methods

Require evidence that the supplier implements all improvements using project management practices

Ensure that all supplier problem management activities result in improvements

Q204. What is included in the purpose of the ‘IT asset management’ practice?

Moving assets to live or other environments for testing or staging

Supporting decision-making about purchase, re-use. retirement, and disposal of assets

Making new and changed assets available for use

Providing information on how assets are configured and the relationships between them

Q205. Which is NOT a component of the service value system?

The service value chain

Opportunity and demand

Continual improvement

Governance

Q206. What takes place in the “Did we get there?” step of the continual service improvement (CSI) approach?

An initial baseline assessment

The production of a detailed CSI plan

Verifying that improvement targets have been achieved

Understanding priorities for improvement

Q207. Which guiding principle recommends standardizing and streamlining manual tasks?

Optimize and automate

Collaborate and promote visibility

Focus on value

Think and work holistically

Q208. What is MOST LIKELY to be handled as a service request?

An emergency change to apply a security patch

The implementation of a workaround

Providing a virtual server for a development team

Managing an interruption to a service

Explanation
A service request is a formal request from a user for something to be provided. Service requests are typically less complex and are either approved or denied based on the budget, need, or urgency.
An emergency change to apply a security patch (A) is not a service request because it is an urgent change that needs to be made to address a security vulnerability. The implementation of a workaround (B) is not a service request because it is a temporary solution to a problem. Managing an interruption to a service (D) is not a service request because it is an incident that needs to be resolved.
Providing a virtual server for a development team (C) is a service request because it is a request for a new service that can be fulfilled by the IT department.

Q209. Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?

Service operation

Service transition

Continual service improvement
D18912E1457D5D1DDCBD40AB3BF70D5D

Service strategy

Q210. Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?

Deployment management

Release management

Change enablement

Service configuration management

Q211. Which is included in the purpose of the ‘improve’ value chain activity?

Ensuring the continual improvement of practices across all value chain activities

Ensuring that services continually meet expectations for quality, costs, and lime to market

Ensuring a shared understanding of the improvement direction for services across the organization

Ensuring continual engagement and good relationships with all stakeholders

Explanation
The purpose of the improve value chain activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
https://wiki.process-symphony.com.au/framework/lifecycle/service-value-systemitil-4/#:~:text=The%20purpose

Q212. What is the difference between the ‘incident management’ and ‘service desk’ practices?

Incident management restores service operation, service desk provides communication with users

incident management manages interruptions to service desk monitors achieved service quality

incident management resolves issues, service desk investigates the underlying causes of issues

incident management resolves complex issues, service desk resolve simpler issues.

A help desk is considered to be focused on break-fix (what ITIL calls incident management), whereas a service desk is there to assist with not only break-fix but also with service requests (requests for new services) and requests for information (such as “how do I do X?”).
https://www.atlassian.com/itsm/service-request-management/help-desk-vs-service-desk-vs-itsm#:~:text=A%
20help%20desk%20is%20considered,I%20do%20X%3F%E2%80%9D).

Q213. Which practice ensures that a variety of access channels are available for users to report issues?

Service desk

Service level management

Incident management

Change enablement

Explanation
Service desks provide a variety of channels for access including:
Phone calls, which can include specialized technology, such as interactive voice response (IVR), conference calls, voice recognition, and others.
Service portals and mobile applications, supported by service and request catalogues, and knowledge bases.
Chat, through live chat and chatbots.
Email for logging and updating, and for follow-up surveys and confirmations.
Walk-in service desk (which are becoming more prevalent in some sectors, such as higher education, where there are high peaks of activity that demand physical presence)., Text and social media messaging, which are useful for notifications in case of major incidents and for contacting specific stakeholder groups, but can also be used to allow users to request support.
Public and corporate social media and discussion forums for contacting the service provider and for peer-to-peer support.
https://www.bmc.com/blogs/itil-service-desk/

Q214. Which of the following statements about ‘outcomes’ is TRUE?

The delivery of products to a stakeholder is enabled by outcomes

The level of expenses regarding a technology for a service is defined by an outcome

An outcome depends on at least one output to deliver a result

Outcomes provide assurance to stakeholders regarding the performance of a service

An outcome is a result for a stakeholder enabled by one or more outputs1. Outputs are tangible or intangible deliverables of an activity1. For example, a service provider may produce a report (output) that helps a customer make a decision (outcome)2. Reference: ITIL Foundation – ITIL 4 Edition, page 3; ITIL 4 – A Pocket Guide, page 13.

Q215. Which practice establishes a channel between the service provider and its users?

Relationship management

Change enablement

Supplier management

Service desk

Explanation/Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-management-practices-processes

Q216. What is NOT within the scope of service catalogue management?

Contribution to the definition of services

Interfaces between all services and supporting services

Interfaces between the service catalogue and service portfolio

Fulfilment of business service requests

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ITIL 4 Foundation Exam is a multiple-choice exam that consists of 40 questions. Candidates have 60 minutes to complete the exam and must achieve a score of 65% or higher to pass. ITIL-4-Foundation exam can be taken online or at an accredited testing center. Study materials and training courses are available to help candidates prepare for the exam.

Check Real ITIL ITIL-4-Foundation Exam Question for Free (2025): https://www.actualtorrent.com/ITIL-4-Foundation-questions-answers.html

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[Q195-Q216] Free ITIL-4-Foundation Questions for ITIL ITIL-4-Foundation Exam [Mar-2025]

March 8, 2025

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[Q195-Q216] Free ITIL-4-Foundation Questions for ITIL ITIL-4-Foundation Exam [Mar-2025]

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