ISO 20000 Certification ITIL Foundation 4 4 — Questions and Answers
Question 1: In ITIL 4, which practice manages the handling of pre-approved, low-risk changes that follow a documented procedure?
- Standard changes via Change Enablement (Correct answer)
- Normal changes via Change Enablement
- Emergency changes via Change Enablement
- Service requests via Service Request Management
Correct answer: Standard changes via Change Enablement
Standard changes are pre-authorized, low-risk, and well-understood, following an established procedure within the Change Enablement practice.
Question 2: What is the role of a 'sponsor' in ITIL 4 service relationships?
- The person who uses the service daily
- The person who authorizes the budget for the service (Correct answer)
- The technical architect who designs the service
- The project manager overseeing service delivery
Correct answer: The person who authorizes the budget for the service
A sponsor authorizes the budget and resources for service consumption and is typically an executive or business owner, distinct from the user.
Question 3: Which ITIL 4 practice is primarily concerned with maintaining accurate information about all IT assets?
- Configuration Management
- IT Asset Management (Correct answer)
- Change Enablement
- Service Catalogue Management
Correct answer: IT Asset Management
IT Asset Management plans and manages the full lifecycle of all IT assets to maximize value, control costs, and ensure compliance.
Question 4: In ITIL 4, what does 'focus on value' mean when applied to internal service teams?
- Only measure activities that generate direct revenue
- Ensure all activities contribute to value for stakeholders (Correct answer)
- Prioritize external customers over internal users
- Focus exclusively on reducing service costs
Correct answer: Ensure all activities contribute to value for stakeholders
'Focus on value' means every activity, whether internal or customer-facing, should ultimately contribute to outcomes that stakeholders value.
Question 5: Which ITIL 4 SVS component contains the activities an organization performs to create value?
- Governance
- Guiding principles
- Service value chain (Correct answer)
- Practices
Correct answer: Service value chain
The service value chain is an operating model comprising six interconnected activities that enable value creation through service delivery.
Question 6: An organization is experiencing repeated incidents caused by the same software bug. Which ITIL 4 practice should investigate the root cause?
- Incident Management
- Change Enablement
- Problem Management (Correct answer)
- Service Level Management
Correct answer: Problem Management
Problem Management identifies and manages the root causes of recurring incidents to prevent future disruptions and minimize their impact.
Question 7: Which term in ITIL 4 refers to a structured collection of all service types offered to customers?
- Service portfolio
- Service catalogue (Correct answer)
- Service pipeline
- Service registry
Correct answer: Service catalogue
The service catalogue contains information about all currently available services and is the subset of the service portfolio visible to customers.
ISO 20000 Certification ITIL Foundation 4 4
In ITIL 4, which practice manages the handling of pre-approved, low-risk changes that follow a documented procedure?