ITIL 4 Foundation – Core Concepts & Sample Exam Review

40 Question-and-Answer style flashcards covering the key points from the ITIL 4 Foundation Sample Exam (Paper A).

What is the purpose of the Problem Management practice?

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and by managing workarounds and known errors.

What is the purpose of the Design and Transition value-chain activity?

To ensure that products and services continually meet stakeholder expectations for quality, cost, and time-to-market.

Which practice would assist a user in gaining access to a shared folder needed for their job?

Service Request Management.

Why should policies define which service requests need limited or no additional approvals?

So that the fulfilment workflow can be streamlined.

What term describes a problem that has been analysed but not resolved?

Known error.

With increased automation and chatbots, what is the primary impact on service desks?

Less low-level work and a stronger focus on excellent customer experience when personal contact is required.

Which service-consumer role uses services?

User.

Which activity is NOT part of the Problem Identification phase?

Examining causes (this occurs in Problem Control).

What best describes service provisioning?

Ensuring access to the service provider’s resources for users (activities performed by an organisation to provide services).

What tool does Change Enablement use to plan changes, assist communication, avoid conflicts, and assign resources?

A change schedule.

How are all service value-chain activities interconnected?

Through inputs, outputs, and triggers.

What describes the warranty of a service?

Assurance that a product or service will meet agreed requirements.

Which value-chain activity’s purpose is to deliver and support services according to agreed specifications and stakeholder expectations?

Deliver and Support.

What is the purpose of the Information Security Management practice?

To protect the information needed by the organisation to conduct its business.

What is the ITIL definition of an incident?

An unplanned interruption to a service or reduction in the quality of a service.

Which guiding principle states that measurement should support—but not replace—what is observed?

Start where you are.

What is an event in ITIL terminology?

Any change of state that has significance for the management of a service or other configuration item.

Which of the following is NOT one of ITIL’s four dimensions?

Design and Transition.

Service Level Management collates business metrics; give one example.

The percentage of successful credit-card transactions.

Define Service Management in ITIL.

A set of specialised organisational capabilities for enabling value to customers in the form of services.

What is a guiding principle in ITIL?

A recommendation that guides an organisation in all circumstances and is universally applicable and enduring.

Which guiding principle focuses primarily on creating value for service consumers?

Focus on value.

Which guiding principle seeks opportunities to automate standard, repetitive tasks to save costs and reduce human error?

Optimize and automate.

Which practice ensures that risks have been properly assessed before a change is made?

Change Enablement.

In the Continual Improvement model, what key activity is performed in the “Where are we now?” step?

Perform baseline assessments.

In which step of the Continual Improvement model are measurement targets defined?

Where do we want to be?

What is a value stream?

A series of steps an organisation undertakes to create and deliver products and services to consumers.

Which incident-management technique involves many stakeholders working together initially until the best resolver is identified?

Swarming.

Fill in the blank: Services enable value co-creation by facilitating _ that customers want to achieve without managing specific costs and risks.

Outcomes.

What is the ITIL definition of a problem?

A cause, or potential cause, of one or more incidents.

On what basis should incidents be prioritised?

On an agreed classification.

Which guiding principle recommends using consistent communication methods so the audience can hear and reduces resistance to change?

Collaborate and promote visibility.

What is the Service Value Chain?

An operating model outlining the key activities required to respond to demand and facilitate value realisation through the creation and management of products and services.

Which skills and competencies are required by the Service Level Management practice?

Business analysis, relationship management, and business liaison.

In which phase of Problem Management are known errors managed?

Error control.

Which practice manages risks related to confidentiality, integrity, and availability of information?

Information Security Management.

Which statement about the Continual Improvement practice is TRUE?

Continual improvement is everyone’s responsibility.

Which approaches may the Continual Improvement practice use to facilitate improvements?

Lean, Agile, DevOps, and Balanced Scorecard (all of the above).

What is the purpose of Release Management?

To make new or changed services available for use.

Which ITIL dimension includes the information and knowledge needed to deliver and manage services?

Information and Technology.