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Which value chain activity ensures that ongoing service activity meets user expectations?
A. Plan
B. Deliver and support
C. Engage
D. Obtain/build
Answer: B

What is used as a tool to help define and measure performance?
A. An incident record
B. A continual improvement register
C. A service level agreement
D. A change schedule
Answer: C

Which is the cause, or potential cause, of one or more incidents?
A. A known error
B. A problem
C. A change
D. An event
Answer: B

Why and how is a user MOST LIKELY to contact the service desk?
A. To discuss the cause of an incident via a phone call
B. To request access to a resource via a self service portal
C. To authorize an emergency change via live chat
D. To report a problem using a mobile app
Answer: A

Which is the MOST LIKELY way of resolving major incidents?
A. A support team following detailed procedures for investigating the incident
B. Users establishing a resolution using self-help
C. A temporary teamworking together to identify a resolution
D. The service desk identifying the cause and a resolution
Answer: C

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What is the definition of service management?
A. Activities performed by an organization to provide products and services to their consumers
B. A description of services based on products, which meet the needs of a target consumer group
C. A means of enabling value co-creation by facilitating outcomes that customers want to achieve
D. A set of specialized organizational capabilities for enabling value for customers in the form of services
Answer: D

What is an activity of the 'incident management' practice?
A. Assessing and prioritizing improvement opportunities
B. Performing service reviews with customers
C. Providing good-quality updates when expected
D. Automating service requests to the greatest degree possible
Answer: C

What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?
A. Restricting information about the improvement to essential stakeholders only
B. Increasing collaboration and visibility for the improvement
C. Involving customers after all planning has been completed
D. Engaging every stakeholder group in the same way, with the same communication
Answer: D

Which is handled as a service request?
A. An investigation to identify the cause of an incident
B. A compliment about an IT support team
C. The failure of an IT service
D. An emergency change to implement a security patch
Answer: B

Which activity is part of the 'continual improvement' practice?
A. Identifying the cause of incidents and recommending related improvements
B. Authorizing changes to implement improvements
C. Logging and managing incidents that result in improvement opportunities
D. Making business cases for improvement action
Answer: D

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What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'? 
A. Restricting information about the improvement to essential stakeholders only 
B. Increasing collaboration and visibility for the improvement 
C. Involving customers after all planning has been completed 
D. Engaging every stakeholder group in the same way, with the same communication 
Answer: D

What varies in size and complexity, and uses functions to achieve its objectives? 
A. A risk 
B. An organization 
C. A practice 
D. An outcome 
Answer: B

What is an activity of the 'incident management' practice? 
A. Assessing and prioritizing improvement opportunities 
B. Performing service reviews with customers 
C. Providing good-quality updates when expected 
D. Automating service requests to the greatest degree possible 
Answer: C

What is the definition of service management? 
A. Activities performed by an organization to provide products and services to their consumers 
B. A description of services based on products, which meet the needs of a target consumer group 
C. A means of enabling value co-creation by facilitating outcomes that customers want to achieve 
D. A set of specialized organizational capabilities for enabling value for customers in the form of services 
Answer: D

Which is included in the purpose of the 'change control' practice? 
A. Make new and changed services available for use 
B. Ensure that risks have been properly assessed 
C. Record and report selected changes of state 
D. Plan and manage the full lifecycle of all IT assets 
Answer: B​

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Certqueen ITILFND_V4 Sample Questions Share

Which ITIL practice has a purpose that includes reducing the likelihood of incidents? 
A. Change control 
B. Continual improvement 
C. Problem management 
D. Service desk 
Answer: C

Which service level metrics are BEST for measuring user experience? 
A. Single system-based metrics 
B. Metrics for the percentage of uptime of a service 
C. Operational metrics 
D. Metrics linked to defined outcomes 
Answer: D

When should a change request be submitted to resolve a problem? 
A. As soon as a solution for the problem has been identified 
B. As soon as a workaround for the problem has been identified 
C. As soon as the analysis of the frequency and impact of incidents justifies the change 
D. As soon as the analysis of cost, risks and benefits justifies the change 
Answer: D

Which statement about emergency changes is CORRECT? 
A. The testing of emergency can be eliminated in order to implement the change quickly 
B. The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly 
C. Emergency changes should be authorized and implemented as service requests 
D. Emergency changes must be fully documented before authorization and implementation 
Answer: B

Which ITIL guiding principle recommends using existing services, processes and tools when improving services? 
A. Progress iteratively with feedback 
B. Keep is simple and practical 
C. Start where you are 
D. Focus on value 
Answer: C

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