ISO 20000 Certification ITIL Foundation 4 3 — Questions and Answers
Question 1: Which ITIL 4 dimension considers data management policies and information security controls?
- Organizations and people
- Information and technology (Correct answer)
- Partners and suppliers
- Value streams and processes
Correct answer: Information and technology
The 'Information and technology' dimension covers information, knowledge, and the technologies required to deliver and manage services.
Question 2: A company wants to recover IT services within 4 hours of a major disaster. Which ITIL 4 practice governs this objective?
- Problem Management
- Service Continuity Management (Correct answer)
- Availability Management
- Change Enablement
Correct answer: Service Continuity Management
IT Service Continuity Management ensures that service availability and performance can be maintained at agreed minimum levels following a disaster.
Question 3: In ITIL 4, what distinguishes a 'problem' from an 'incident'?
- A problem is a resolved incident
- A problem is the underlying cause of one or more incidents (Correct answer)
- An incident is always more severe than a problem
- A problem only occurs in production environments
Correct answer: A problem is the underlying cause of one or more incidents
A problem is the unknown cause of one or more incidents, whereas an incident is an unplanned interruption or reduction in service quality.
Question 4: Which ITIL 4 guiding principle emphasizes the importance of including all stakeholders in decisions?
- Keep it simple and practical
- Collaborate and promote visibility (Correct answer)
- Optimize and automate
- Progress iteratively with feedback
Correct answer: Collaborate and promote visibility
'Collaborate and promote visibility' stresses working together across boundaries and sharing information to make better decisions.
Question 5: What is a 'known error' in ITIL 4 Problem Management?
- An incident that has been closed without resolution
- A problem with a documented root cause and workaround (Correct answer)
- An error identified during a software audit
- A change that caused a service disruption
Correct answer: A problem with a documented root cause and workaround
A known error is a problem where the root cause has been identified and a workaround documented, even if no permanent fix has been applied.
Question 6: In ITIL 4, which practice ensures that new and changed services meet defined requirements before going live?
- Release Management
- Service Validation and Testing (Correct answer)
- Change Enablement
- Deployment Management
Correct answer: Service Validation and Testing
Service Validation and Testing ensures that new or changed services meet defined requirements and deliver expected outcomes before deployment.
Question 7: Which concept in ITIL 4 describes the perceived benefits, usefulness, and importance of a service to a customer?
- Service output
- Service value (Correct answer)
- Service warranty
- Service utility
Correct answer: Service value
Value in ITIL 4 is co-created through collaboration between the service provider and consumer, reflecting perceived benefits relative to costs and risks.
ISO 20000 Certification ITIL Foundation 4 3
Which ITIL 4 dimension considers data management policies and information security controls?