ITIL 4 EXAM QUESTIONS
2) Which term describes the functionality offered by a service?
A. Cost
B. Utility
C. Warranty
D. Risk - correct answer A. Incorrect. Cost is "The amount of money spent on a
specific activity or resource." Ref 2.5.2
B. Correct. Utility is "The functionality offered by a product or service." Ref 2.5.4
C. Incorrect. Warranty is "Assurance that a product or service will meet agreed
requirements". Ref 2.5.4
D. Incorrect. A risk is "A possible event that could cause harm or loss, or make it
more difficult to achieve objectives". Ref 2.5.3
5) How do all value chain activities transform inputs to outputs?
A. By determining service demand
B. By using a combination of practices
C. By using a single functional team
D. By implementing process automation - correct answer A. Incorrect. Demand is
the input to the service value chain. Value chain activities "represent the steps an
organization takes in the creation of value. Each activity contributes to the value
chain by transforming specific inputs into outputs." Ref 4.5
B. Correct. "To convert inputs into outputs, the value chain activities use different
combinations of ITIL practices." Ref 4.5
C. Incorrect. It uses various resources from different practices when needed. "To
convert inputs into outputs, the value chain activities use different combinations
of ITIL practices (sets of resources for performing certain types of work), drawing
on internal or third-party resources, processes, skills, and competencies as
required. Ref 4.5
,D. Incorrect. The 'optimize and automate' guiding principle recommends that
activities should be automated where this is practical but the service value chain
does not require automation. "Technology should not always be relied upon
without the capability of human intervention, as automation for automation's sake
can increase costs and reduce organizational robustness and resilience." Ref
4.3.7
7) What is the starting point for optimization?
A. Securing stakeholder engagement
B. Understanding the vision and objectives of the organization
C. Determining where the most positive impact would be
D. Standardizing practices and services - correct answer A. Incorrect. This is step
4 of the principle 'optimize and automate': "Ensure the optimization has the
appropriate level of stakeholder engagement and commitment." Ref 4.3.7.1
B. Correct. The first step of the principle 'optimize and automate' is: "Understand
and agree the context in which the proposed optimization exists. This includes
agreeing the overall vision and objectives of the organization." Ref 4.3.7.1
C. Incorrect. This is step 2 of the principle 'optimize and automate': "Assess the
current state of the proposed optimization. This will help to understand where it
can be improved and which improvement opportunities are likely to produce the
biggest positive impact." Ref 4.3.7.1 D. Incorrect. This is step 3 of the principle
'optimize and automate': "Agree what the future state and priorities of the
organization should be, focusing on simplification and value. This typically also
includes standardization of practices and services, which will make it easier to
automate or optimize further at a later point." Ref 4.3.7.1
8) 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.
A. 'focus on value' guiding principle
B. four dimensions of service management
, C. service value system
D. 'service request management' practice - correct answer A. Incorrect. The 'focus
on value' guiding principle guides an organization to consider the needs of the
service consumer. It cannot ensure that the organization continually co-creates
value with all stakeholders. Ref 4.3.1
B. Incorrect. The four dimensions "represent perspectives which are relevant to
the whole SVS, including the entirety of the service value chain and all ITIL
practices." They do not ensure that the organization continually co-creates value
with all stakeholders. Ref 3 C. Correct. "The purpose of the SVS is to ensure that
the organization continually co-creates value with all stakeholders through the
use and management of products and services." Ref 4.1
D. Incorrect. The purpose of the 'service request management' practice is to
"support the agreed quality of a service by handling all pre-defined, user-initiated
service requests in an effective and user-friendly manner." It doesn't ensure that
the organization continually co-creates value with all stakeholders. Ref 5.2.16
10) Which joint activity performed by a service provider and service consumer
ensures continual value co-creation?
A. Service provision
B. Service consumption
C. Service offering
D. Service relationship management - correct answer A. Incorrect. Service
provision is not a joint activity; it is performed by a service provider. Ref 2.4.1
B. Incorrect. Service consumption is not a joint activity; it is performed by a
service consumer. Ref 2.4.1
C. Incorrect. Service offering is not an activity; it is "A description of one or more
services, designed to address the needs of a target consumer group. A service
offering may include goods, access to resources, and service actions". Ref 2.4.1
D. Correct. Service relationship management is "Joint activities performed by a
service provider and a service consumer to ensure continual value co-creation
based on agreed and available service offerings". Ref 2.4.1
13) Which guiding principle emphasizes the need to understand the flow of work
in progress, identify bottlenecks, and uncover waste?
2) Which term describes the functionality offered by a service?
A. Cost
B. Utility
C. Warranty
D. Risk - correct answer A. Incorrect. Cost is "The amount of money spent on a
specific activity or resource." Ref 2.5.2
B. Correct. Utility is "The functionality offered by a product or service." Ref 2.5.4
C. Incorrect. Warranty is "Assurance that a product or service will meet agreed
requirements". Ref 2.5.4
D. Incorrect. A risk is "A possible event that could cause harm or loss, or make it
more difficult to achieve objectives". Ref 2.5.3
5) How do all value chain activities transform inputs to outputs?
A. By determining service demand
B. By using a combination of practices
C. By using a single functional team
D. By implementing process automation - correct answer A. Incorrect. Demand is
the input to the service value chain. Value chain activities "represent the steps an
organization takes in the creation of value. Each activity contributes to the value
chain by transforming specific inputs into outputs." Ref 4.5
B. Correct. "To convert inputs into outputs, the value chain activities use different
combinations of ITIL practices." Ref 4.5
C. Incorrect. It uses various resources from different practices when needed. "To
convert inputs into outputs, the value chain activities use different combinations
of ITIL practices (sets of resources for performing certain types of work), drawing
on internal or third-party resources, processes, skills, and competencies as
required. Ref 4.5
,D. Incorrect. The 'optimize and automate' guiding principle recommends that
activities should be automated where this is practical but the service value chain
does not require automation. "Technology should not always be relied upon
without the capability of human intervention, as automation for automation's sake
can increase costs and reduce organizational robustness and resilience." Ref
4.3.7
7) What is the starting point for optimization?
A. Securing stakeholder engagement
B. Understanding the vision and objectives of the organization
C. Determining where the most positive impact would be
D. Standardizing practices and services - correct answer A. Incorrect. This is step
4 of the principle 'optimize and automate': "Ensure the optimization has the
appropriate level of stakeholder engagement and commitment." Ref 4.3.7.1
B. Correct. The first step of the principle 'optimize and automate' is: "Understand
and agree the context in which the proposed optimization exists. This includes
agreeing the overall vision and objectives of the organization." Ref 4.3.7.1
C. Incorrect. This is step 2 of the principle 'optimize and automate': "Assess the
current state of the proposed optimization. This will help to understand where it
can be improved and which improvement opportunities are likely to produce the
biggest positive impact." Ref 4.3.7.1 D. Incorrect. This is step 3 of the principle
'optimize and automate': "Agree what the future state and priorities of the
organization should be, focusing on simplification and value. This typically also
includes standardization of practices and services, which will make it easier to
automate or optimize further at a later point." Ref 4.3.7.1
8) 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.
A. 'focus on value' guiding principle
B. four dimensions of service management
, C. service value system
D. 'service request management' practice - correct answer A. Incorrect. The 'focus
on value' guiding principle guides an organization to consider the needs of the
service consumer. It cannot ensure that the organization continually co-creates
value with all stakeholders. Ref 4.3.1
B. Incorrect. The four dimensions "represent perspectives which are relevant to
the whole SVS, including the entirety of the service value chain and all ITIL
practices." They do not ensure that the organization continually co-creates value
with all stakeholders. Ref 3 C. Correct. "The purpose of the SVS is to ensure that
the organization continually co-creates value with all stakeholders through the
use and management of products and services." Ref 4.1
D. Incorrect. The purpose of the 'service request management' practice is to
"support the agreed quality of a service by handling all pre-defined, user-initiated
service requests in an effective and user-friendly manner." It doesn't ensure that
the organization continually co-creates value with all stakeholders. Ref 5.2.16
10) Which joint activity performed by a service provider and service consumer
ensures continual value co-creation?
A. Service provision
B. Service consumption
C. Service offering
D. Service relationship management - correct answer A. Incorrect. Service
provision is not a joint activity; it is performed by a service provider. Ref 2.4.1
B. Incorrect. Service consumption is not a joint activity; it is performed by a
service consumer. Ref 2.4.1
C. Incorrect. Service offering is not an activity; it is "A description of one or more
services, designed to address the needs of a target consumer group. A service
offering may include goods, access to resources, and service actions". Ref 2.4.1
D. Correct. Service relationship management is "Joint activities performed by a
service provider and a service consumer to ensure continual value co-creation
based on agreed and available service offerings". Ref 2.4.1
13) Which guiding principle emphasizes the need to understand the flow of work
in progress, identify bottlenecks, and uncover waste?
