Welcome to your ITIL 4 Foundations

Identify the missing word(s) from the following sentence. A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve.
What is MOST likely to assist with the resolution of simple incidents?
Which practice provides a single point of contact for users?
When in the management of a problem should a change request be submitted? Select ONE answer.
Which value chain activity ensures that people understand how each service contributes to the organization's vision?
Which does the 'supplier management' practice support?
Which is included in the purpose of the plan value chain activity?
Which guiding principle recommends assessing the current state and deciding what can be re-used?
How does customer engagement contribute to the 'service level management' practice?
1. It captures information that metrics can be based on
2. It ensures the organization meets defined service levels
3. It defines the workflows for service requests
4. It supports progress discussions
Which statement about 'incident management' is CORRECT?
What is the definition of an event?
What are the service value chain activities? Select ONE answer
How does the guiding principle 'start where you are' recommend that observation and measurement should be used? Select ONE answer.
Which practice has a purpose to ensure that accurate and reliable information about services is available when and where it is needed?
Which is MOST important for agreeing service levels?
Identify the missing word(s) in the following sentence. 'Service management' is a set of specialized organizational capabilities for enabling value for customers in the form of [?]
Identify the missing word(s) in the following sentence. The purpose of IT asset [?] is to plan and manage the full lifecycle of all IT assets.
What is the PRIMARY use of a change schedule?
Which is considered by the guiding principle 'focus on value'?
When in the management of a problem should a change request be submitted?
Which guiding principle describes the importance of doing something, instead of spending a long time analyzing different options?
What is the starting point for optimization?
Which statement about the value chain activities is CORRECT? Select ONE answer.
Which guiding principle considers how the four dimensions of service management work together to create value?
Which statement about a change authority is CORRECT?
What should all 'continual improvement' decisions be based on?
Which practice includes carrying out service reviews?
What is a configuration item?
Your new question!
What is co-created through active collaboration between providers and consumers?
What is defined as "the addition, modification, or removal of anything that could have a direct or indirect effect on services"?
How are the service value chain activities used?
Why should service desk staff detect recurring issues?
What is the correct order for change enablement?
Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?
Which is a recommendation of the 'continual improvement' practice?
What does service consumption include?
Which practice ensures that accurate and reliable information is available about configuration items and the relationship between them?
What does the 'service request management' practice depend on for maximum efficiency?
Which value chain activity transforms requirements and specifications into service components?
What should be done first when applying the 'focus on value' guiding principle?
What is a purpose of the 'change control' (or enablement, but that term is not in the ITIL 4 Foundation book) practice?
Your new question!
Which practice has a purpose that includes helping the organization maximize value, control costs, and manage risks?
Which is a key consideration for the 'keep it simple and practical' guiding principle?
Identify the missing word in the following sentence. The purpose of the 'service request management' practice is to support the agreed quality of a service by handling all [?], user-initiated service requests in an effective and user-friendly manner.
Which would be supported by the 'service request management' practice?
Which value chain activity ensures that services are managed to meet agreed upon specifications?
Which dimension of service management considers governance, management, and communication?
What does the 'improve' value chain activity ensure continual improvement of?
Which guiding principle recommends that the four dimensions of service management are considered?
What is the definition of a user?
Which should be handled using the 'service request management' practice?
What considerations influence the supplier strategy of an organization?
How do all value chain activities transform inputs to outputs?
A service provider describes a package that includes a laptop with software, licenses, and support. What is this package an example of?
Which role authorizes budget for service consumption?
Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?
Which statement about known errors and problems is CORRECT?
What is the term for using the output of an activity as a new input?
What is the service value system?
What is the BEST example of an emergency change?
Which term describes what a service does?
Which guiding principle recommends that the service  provider should begin by identifying the service consumer and the other key stakeholders?
Why should service level agreements include bundles of metrics rather than individual metrics?
Which practice identifies metrics that reflect the customer's experience of a service?
What is a change authority?
Which value chain activity delivers service components?
What is NOT an example of a service request?
What is the purpose of the 'monitoring and event management' practice?
Which practice uses models and techniques in the support of the overall organizational strategy?
What is the definition of warranty?
Which value chain activity provides a good  understanding of stakeholder needs?
Which value chain activity communicates the current status of all four dimensions of service management?
Why does a change authority need to communicate widely?
1. To determine if the change is a standard change or a normal change.
2. To gather input for use in risk assessment
3. To ensure people in IT and the business are fully prepared
4. To decide who will authorize the change before deployment
What is the definition of change?
What is a standard change?
How does categorization of incidents assist the 'incident management' practice?
which role is MOST likely to contact the service desk for help?
Which describes the nature of the guiding principles?
Which describes the steps an organization takes in the creation of value?
Which guiding principle recommends eliminating a process, service, or action if it does not provide value or a useful outcome?
Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?
What is a problem?
Which practice may involve the initiation of disaster recovery?
Which ITIL concept describes governance?
Which statement about the guiding principle 'collaborate and promote visibility' is CORRECT?
Which practice has a purpose that includes ensuring that the delivery of a service can be properly assessed, monitored, and managed?
Which does the 'supplier management' practice support?
Which practice has the purpose of aligning the organization's practices and services with changing business needs?
Which role submits service requests?
What is the PRIMARY use of a change schedule?
Which dimension of service management includes an integrated and coordinated way to deliver services?
Which statement about the 'service desk' practice is CORRECT?
what role do service providers and service consumers have in relation to risk?
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve?
In what order should an organization optimize and automate activities?
Which source of information for 'service level management' includes asking questions such as "What are your goals?" and "How can we help you more?"
Which describes the 'improve' value chain activity?
Which value chain activity ensures that services meet agreed specifications and the expectations of stakeholders?
Your new question!
Your new question!
Which practice provides procedures for the initiation, approval and fulfillment of service delivery actions, such as providing access to a folder?
What is the BEST description of an organization?
What is an output?
Which statement about incident escalation and resolution is CORRECT?
Which service management dimension is focused on activities and how these are coordinated?
Which practice includes the assessment and authorization of an update to an application that is needed to resolve an incident?
Which describes the 'think and work holistically' guiding principle?
Which guiding principle promotes the re-evaluation of initiatives to accommodate any changes in circumstances?
Why should incidents be prioritized?
Identify the missing word(s) from the following sentence. A know error is a problem that has been [?] and has not been resolved.
How should an organization adopt 'continual improvement' methods?
Which statement is CORRECT for all incidents?
What other practices make use of the 'service desk' practice to capture demand?
What is within the scope of the 'Information and Technology' dimension of service management?
Identify the missing word in the following sentence: A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.
Which practice has a purpose that includes restoring normal service operations as quickly as possible?
Which practice provides support for managing feedback, compliments, and complaints from users?
Which dimension of service management encompasses contracts and relationships?
What are the two types of cost that a service consumer should evaluate?

Identify the missing words in the following sentence.


The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.

What type of change is MOST likely to be managed by the 'service request management' practice?

What should be done for every problem? 

What is the purpose of the 'relationship management' practice? 

Which is intended to help an organization adopt and adapt ITIL guidance? 

Which practice provides visibility of the organization's services by capturing and reporting on service performance? 

Which joint activity performed by a service provider and service consumer ensures continual value co-creation? 

Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
Your new question!
Which service level metrics are BEST for measuring user experience?
What are the MOST important skills required by service desk staff?

Which TWO statements about an organization's culture are CORRECT?



  1. It is created from shared values based on how it carries out work

  2. IT is determined by the type of technology used to support services

  3. It should be based on the culture of prospective suppliers

  4. It should be based on the objectives of the organization

When should a full risk assessment and authorization be carried out for a standard change?
Your new question!
Which statement about emergency changes is CORRECT?
Which practice coordinates the classification, ownership, and communication of service requests and incidents?
What is the definition of a service?
Your new question!

Identify the missing word(s) in the following sentence.


Utility is the [?] offered by a product or service to meet a particular need.

What is the purpose of the 'information security management' practice?