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Free ITIL ITIL-4-Foundation Practice Exam with Questions & Answers | Set: 6

Questions 76

What does ‘change enablement’ PRIMARILY focus on?

Options:
A.

Changes to service levels

B.

Changes to products and services

C.

Changes to organizational structure

D.

Changes to skills and competencies

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Questions 77

Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?

Options:
A.

Focus on value

B.

Start where you are

C.

Collaborate and promote visibility

D.

Progress iteratively with feedback

Questions 78

What can a service remove from the consumer and impose on the consumer?

Options:
A.

Utility

B.

Asset

C.

Cost

D.

Outcome

Questions 79

Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?

Options:
A.

Service level management

B.

Service desk

C.

Continual improvement

D.

Change enablement

Questions 80

Which does the ITIL service value system discourage?

Options:
A.

Coordinated authorities and responsibilities

B.

Organizational silos

C.

Interfaces among practices

D.

Organizational agility

Questions 81

Which guiding principle recommends assessing the current state and deciding what can be reused?

Options:
A.

Focus on value

B.

Start where you are

C.

Collaborate and promote visibility

D.

Progress iteratively with feedback

Questions 82

Which practice provides users with a way to get various requests arranged, explained and coordinated?

Options:
A.

Service level management

B.

Relationship management

C.

Continual improvement

D.

Service desk

Questions 83

Which process is used to compare the value that new services offer with the value of the services they have

replaced?

Options:
A.

Availability management

B.

Capacity management

C.

Service portfolio management

D.

Service catalogue management

Questions 84

Which service catalogue view is considered beneficial when constructing the relationship between services,

SLAs, OLAs, and other underpinning agreements?

Options:
A.

Service-based SLA view

B.

Wholesale customer view

C.

Retail customer view

D.

Supporting services view

Questions 85

Which practice needs people who understand complex systems and have creative and analytical skills?

Options:
A.

Change enablement

B.

Service level management

C.

Service request management

D.

Problem management

Questions 86

Which are elements of the service value system?

Options:
A.

Service provision, service consumption, service relationship management

B.

Governance, service value chain, practices

C.

Outcomes, utility, warranty

D.

Customer value, stakeholder value, organization

Questions 87

An SLA is a service level agreement.

Which describes the ‘watermelon SLA’ effect?

Options:
A.

A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers’ experiences.

B.

The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.

C.

SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.

D.

Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.

Questions 88

What is important for a ‘continual improvement register’ (CIR)?

Options:
A.

Improvement ideas are documented, assessed and prioritized

B.

Improvement ideas from many sources are kept in a single CIR

C.

Improvement ideas that are not being actioned immediately are removed from the CIR

D.

Improvement ideas are tested, funded and agreed

Questions 89

Where should all master copies of controlled software and documentation be stored?

Options:
A.

In the definitive capacity library

B.

In the definitive media library

C.

In the definitive security library

D.

In the definitive production library

Questions 90

Which describes the utility of a service?

Options:
A.

A service that is fit for use

B.

A service that meets its service level targets

C.

A service that increases constraints on the consumer

D.

A service that supports the performance of the consumer

Exam Code: ITIL-4-Foundation
Certification Provider: ITIL
Exam Name: ITIL 4 Foundation Exam
Last Update: Jul 12, 2025
Questions: 542

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