ISO 20000 Certification ITIL Foundation 1 — Questions and Answers
Question 1: Which of the four dimensions of service management in ITIL 4 addresses the roles, responsibilities, and systems of authority within an organization?
- Information and technology
- Partners and suppliers
- Organizations and people (Correct answer)
- Value streams and processes
Correct answer: Organizations and people
The 'Organizations and people' dimension covers the structure, culture, staffing, and responsibilities required to deliver services effectively, including how roles and authority are defined.
Question 2: In ITIL 4, which activity in the Service Value Chain is responsible for ensuring that service components are available when and where they are needed?
- Improve
- Obtain/build (Correct answer)
- Deliver and support
- Engage
Correct answer: Obtain/build
'Obtain/build' ensures that service components — whether acquired externally or built internally — are available as required to meet demand and agreed specifications.
Question 3: What term does ITIL 4 use to describe anything that might cause harm, loss, or make achieving objectives more difficult?
- Issue
- Risk (Correct answer)
- Incident
- Problem
Correct answer: Risk
A 'risk' is defined in ITIL 4 as a possible event that could cause harm or loss, or affect the ability to achieve objectives. Managing risk is a core concern across all ITIL practices.
Question 4: Which ITIL 4 guiding principle advises that work should be divided into smaller, manageable sections that can be executed and completed in a timely manner?
- Focus on value
- Think and work holistically
- Progress iteratively with feedback (Correct answer)
- Collaborate and promote visibility
Correct answer: Progress iteratively with feedback
'Progress iteratively with feedback' encourages breaking work into smaller iterations, allowing teams to incorporate feedback quickly and reduce the risk of large, costly failures.
Question 5: In ITIL 4, which practice is primarily concerned with identifying the root causes of recurring incidents to prevent future occurrences?
- Incident management
- Problem management (Correct answer)
- Change enablement
- Service level management
Correct answer: Problem management
Problem management focuses on identifying, analyzing, and resolving the underlying causes of incidents. It aims to reduce both the likelihood and impact of incidents by addressing root causes permanently.
Question 6: Which of the following best describes a 'service offering' in ITIL 4?
- A formal agreement between a service provider and a customer
- A specific combination of goods, service actions, and access to resources designed for a target consumer group (Correct answer)
- The total revenue generated by a service over its lifecycle
- A set of specialized organizational capabilities for delivering value to customers
Correct answer: A specific combination of goods, service actions, and access to resources designed for a target consumer group
A service offering is a defined combination of one or more services — including goods, service actions, and resource access — tailored for a specific consumer group, enabling value co-creation.
ISO 20000 Certification ITIL Foundation 1
Which of the four dimensions of service management in ITIL 4 addresses the roles, responsibilities, and systems of authority within an organization?