ITIL Version 4 Fundamentals Exam

1 Mention the two types of cost involved in service relationships.

a. Costs removed from the consumer for the service and Costs imposed on the consumer for the service
b. Costs removed from the consumer for the service and risks imposed on a consumer for the service
c. Risks eliminated from a consumer by the service
d. Risks imposed on a consumer by the service

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.

2 What areas does the Warranty normally address?

a. Service architecture, knowledge, portfolio and catalog.
b. Service availability, capacity, security levels and continuity.
c. Service improvement, measurement, project and risk.
d. Infrastructure and platform, software and development.

3 What is included in the Service consumption?

a. Management of the supplier's resources, configured to provide the service.
b. Access to the provider's resources for User Access.
c. Management of the consumer's resources required to use the service.
d. Service level management and continuous improvement.
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4 What is an organization?
a. A board of directors or executive managers who assume a governance role.
b. A person who defines the requirements for a service and assumes responsibility for the results of the consumption of
the service.
c. A person or a group of persons who have their own functions with responsibilities, authorities and relationships to
achieve their objectives.
d. A group of people who have their own roles with responsibilities, authorities and relationships to achieve their
objectives.

5 Mention the definition of Result.

a. A tangible or intangible delivery of an activity.
b. A configuration of an organization's resources designed to deliver value to a consumer.
c. Formally documented management expectations and intentions used to drive decisions and activities.
d. A result for an interested party enabled by one or more exits.

6 What is a service?
a. A configuration of an organization's resources designed to deliver value to a consumer.
b. A means to enable the co-creation of value by facilitating the outcomes that customers want to achieve, without the
customer having to manage specific costs and risks.
c. A set of interrelated or interactive activities that transform inputs into outputs.
d. A set of organizational resources designed to perform work or achieve an objective.
 ITIL Version 4 Fundamentals Exam

7 Mention the definition of Service Management.

a. A configuration of an organization's resources designed to deliver value to a consumer.
b. A group of people who have their own roles with responsibilities, authorities and relationships to achieve their
objectives.
c. A set of specialized organizational capabilities to provide value to customers in the form of services.
d. A means to enable the co-creation of value by facilitating the outcomes that customers want to achieve, without the
customer having to manage specific costs and risks.

8 What must a service do to have Utility?

a. Fulfill all customer requirements with respect to development
b. Assurance that a product or service will meet agreed requirements.
c. Either support consumer performance or remove consumer constraints.
d. Address areas such as service availability, capacity, security levels and continuity.

Warranty: fit for purpose, discard options

 ITIL Version 4 Fundamentals Exam

9 When can a Service be said to provide an acceptable assurance or guarantee?

a. when the project is on schedule.
b. when the customer's perception is good.
c. If all defined and agreed conditions are met.
d. when the customer pays for the service.

Warranty: fit for use, discard options that have nothing to do with it

10 What is value?
a. The perceived benefits, usefulness and importance of something.
b. the money the customer pays for the service.
c. final delivery that represents how all components and activities of an organization work together.
d. active collaboration between suppliers and consumers.

11 It does not belong to the general components of ITIL SVS:

a. Service value chain.
b. DevOps.
c. Internships.
d. Guiding principles.
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12 Name one of the biggest challenges organizations face in trying to work

effectively with a shared vision.
a. The presence of organizational silos.
b. The long-standing cultural bias is difficult to change.
c. Horizontal organizational structure.
d. Increased economic income.

13 What is the purpose of the SVS?

a. The organization's compliance with policies and any external regulations.
b. maximize the effectiveness of services.
c. Activities required to respond to demand and facilitate value creation.
d. Ensure that the organization continuously co-creates value with all stakeholders through the use and
management of products and services.
 ITIL Version 4 Fundamentals Exam

14 How can we achieve the maximum value of SVS?

a. It is preferable to include the entire organization in the scope rather than a subset.
b. Pay high salaries to staff.
c. selecting best practices.
d. outsource most of the services.

15 What is a guiding principle?

a. A configuration of an organization's resources designed to deliver value to a consumer.
b. The basis for continuous improvement.
c. A set of organizational resources designed to perform work or achieve an objective.
d. Factors of an organization in all circumstances, regardless of changes in its objectives, strategies, type of work or
management structure.

16 What should we consider to apply "Focus on what generates value"

successfully?
a. Implement all ITIL practices
b. Learn how consumers of services use them
c. Treat all customers equally with good service.
d. Apply satisfaction surveys
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17 What does "Start where you need to Start" mean?

a. To know the structure of the organization.
b. Clarity about assigned functions.
c. Start first by considering what is already available to take advantage of.
d. Don't try to do everything at once.

18 What makes it possible to work in a programmed and iterative manner, with

feedback loops built into the process:
a. Faster responses to customer and business needs.
b. The risks involved for the consumer of the service.
c. How services help them achieve customer objectives
d. Define what the services help them do.
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19 What should we consider in order to apply "Seek collaboration and promote

visibility" successfully?
a. Collaboration does not mean governance
b. the government is the decision maker
c. Recognize the complexity of systems
d. Decisions can only be made on visible data

20 What do we need to consider in order to apply "Think and work together or

holistically" successfully?
a. Simplify and/or optimize before automating
b. Define your metrics
c. Simplicity is the ultimate sophistication
d. Where possible, look for patterns in the needs and interactions between system elements.
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21 What should we consider to apply "Keep it simple and practical" successfully"?

a. Know what others are doing
b. Keep as little as possible in the office
c. Simplicity is the best route to quick wins
d. Use the other guiding principles when applying this

22 What do we need to consider in order to apply Optimize and automate

successfully?
a. Simplify and/or optimize before automating
b. Always use the latest trends in digital transformation.
c. Always test before starting production.
d. Automate before simplifying and/or optimizing
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23 What is the Service Value Chain?

a. Activity to ensure continuous improvement of products, services and practices.
b. Describes the inputs to the SVS, the elements of this system and the outputs.
c. An operating model that describes the key activities required to respond to demand and facilitate value creation.
d. A configuration of an organization's resources designed to deliver value to a consumer.

24 List in order the six activities of the value chain:

a. Planning, loyalty/engagement, design and transition, procurement/construction, delivery and support, improvement.
b. Planning, improvement, loyalty/engagement, procurement/construction, design and transition, delivery and support.
c. Planning, improvement, design and transition, procurement/construction, delivery and support, loyalty/engagement.
d. Planning, improvement, loyalty/engagement, design and transition, procurement/construction, delivery and support.

25 Of the following, one statement is FALSE with respect to the service value
chain:
a. All inbound and outbound interactions with parties external to the value chain are done through loyalty/engagement.
b. All new resources are obtained through Deliver and Support.
c. Planning at all levels is carried out through Planning
d. Improvements at all levels are initiated and managed through Improvement
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Study well each activity of the service value chain

26 What is the purpose of the "Plan" activity of the Service Value Chain?
a. Ensure a shared understanding of the vision, current state and direction of improvement for all four dimensions and
all products and services across the organization.
b. maximize the effectiveness of services.
c. Activities required to respond to demand and facilitate value creation.
d. It is to ensure that the organization continuously co-creates value with all stakeholders through the use and
management of products and services.
 ITIL Version 4 Fundamentals Exam

27 What is the purpose of the Design and Transition activity?

a. Ensure a holistic approach to service management.
b. It is to provide good understanding, needs and transparency with stakeholders.
c. Ensure that service components are available when and where they are needed, and meet agreed specifications.
d. Ensure that products and services continuously meet stakeholder expectations in terms of quality, cost and time to
market.

28 What is a workaround?
a. An unplanned interruption in a service or a reduction in the quality of a service.
b. Any valuable component that can contribute to the delivery of an IT product or service.
c. A solution that reduces or eliminates the impact of an incident or problem for which a complete resolution is not yet
available. Some solutions reduce the probability of incidents.
d. A cause, or potential cause, of one or more incidents.

29 Mention the purpose of Information Security Management.

a. Protect the information the organization needs to conduct its business.
b. Reduce the likelihood and impact of incidents by identifying the actual and potential causes of incidents.
c. ensure that new or modified products and services meet the defined requirements.
d. Move new or modified hardware, software, documentation, processes or any other components to production
environments.

30 What is the purpose of Incident Management?

a. Ensure that the organization has the right people with the right skills and knowledge and in the right roles to support
its business objectives.
b. minimize the negative impact of incidents by restoring normal service operation as quickly as possible.
c. Ensure that services provide agreed levels of availability to meet the needs of customers and users.
d. Analyze a business or some element of it, define its associated needs and recommend solutions to address these
needs and/or solve a business problem, which should facilitate value creation for stakeholders
 ITIL Version 4 Fundamentals Exam

31 Mention the three phases of problem management.

a. Problem logging, problem analysis, error checking
b. Problem identification, problem control, error control.
c. Troubleshooting, troubleshooting, logging of known errors.
d. Problem detection, alternative solution, problem closure.

32 What is the purpose of the Service Desk?

a. Constantly monitor and evaluate, to support continuous improvement, alignment and value creation.
b. It is the primary channel for tactical and operational engagement with users.
c. Capture demand for incident resolution and service requests.
d. Provides a channel to communicate with users about new and modified services.

33 What is a known error?

a. A cause, or potential cause, of one or more incidents.
b. An unplanned interruption in a service or a reduction in the quality of a service.
c. A solution that reduces or eliminates the impact of an incident or problem for which a complete resolution is not yet
available. Some solutions reduce the probability of incidents.
d. A problem that has been analyzed but not solved.
 ITIL Version 4 Fundamentals Exam

34 What is an IT asset?
a. A result for a stakeholder enabled by one or more outputs/products.
b. A tangible or intangible delivery of an activity.
c. Any component with financial value that can contribute to the delivery of an IT product or service.
d. The amount of money spent on a specific activity or resource.

35 What is the purpose of Monitoring and Event Management?

a. Systematically observe services and service components, and record and report selected status changes identified
as events.
b. Ensure that services provide agreed levels of availability to meet the needs of customers and users.
c. Ensure that services achieve the agreed and expected performance, meeting current and future demand in a cost-
effective manner.
d. Ensuring that the availability and performance of a service is maintained at a sufficient level in the event of a disaster

36 What is the purpose of Release Management?

a. Provides a channel to communicate with users about new and modified services.
b. Design products and services that are fit for purpose, fit for use and deliverable by the organization and its
ecosystem.
c. Establish clear business-based objectives for service performance so that the delivery of a service can be properly
evaluated, monitored and managed against these objectives.
d. Make new or modified services and features available for your use.

Recall is Release Management in service management practices.

37 What is the purpose of Change Control?

a. Plan, evaluate and authorize following a standard process
b. Maximize the number of successful service and product changes by ensuring that risks have been properly
assessed, authorizing changes to proceed and managing the change schedule.
c. Evaluate changes to be implemented as soon as possible.
d. Make new and modified services and features available for your use.
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38 Which one does NOT describe the four-dimensional model?

a. Information and technology.
b. Partners and suppliers.
c. Value streams and processes.
d. Public sector and legislation.

39 What is not IT asset management's responsibility over assets?

a. Maximize value.
b. Install updates.
c. Cost control.
d. Risk management.
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40 What is Recovery Point Objective (RPO)?

a. The maximum acceptable period of time after a service interruption that can elapse before the lack of business
functionality severely affects the organization.
b. The point at which the information used by an activity must be restored to allow the activity to function on resumption.
c. Activity in service continuity management practice that identifies vital business functions (VBF) and their
dependencies.
d. A technological metric.