1. What is the main objective of ITIL in the context of modern service management?
To deliver value to customers
To reduce employee workload
To increase IT budget
To create new technology solutions
✅ Correct Answer: To deliver value to customers
2. Which ITIL practice ensures that accurate and reliable information about configuration items is available when needed?
Service Configuration Management
Incident Management
Problem Management
Service Level Management
✅ Correct Answer: Service Configuration Management
3. What is the purpose of ITIL Service Management?
To provide value to customers through IT services
To control all IT costs
To eliminate the need for IT governance
To focus only on security management
✅ Correct Answer: To provide value to customers through IT services
4. Which ITIL component helps organizations achieve value creation?
Service Value System (SVS)
Incident Management
Problem Management
Service Desk
✅ Correct Answer: Service Value System (SVS)
5. Which ITIL principle encourages organizations to simplify their workflows?
Keep It Simple and Practical
Optimize and Automate
Start Where You Are
Focus on Value
✅ Correct Answer: Keep It Simple and Practical
6. What is the purpose of ITIL Change Enablement?
To manage changes efficiently with minimal risk
To eliminate the need for incident management
To track security threats
To create IT policies
✅ Correct Answer: To manage changes efficiently with minimal risk
7. Which ITIL practice is responsible for managing service disruptions?
Incident Management
Problem Management
Service Request Management
Risk Management
✅ Correct Answer: Incident Management
8. What is the purpose of ITIL Problem Management?
To reduce the likelihood and impact of incidents
To track all customer complaints
To manage service desk operations
To document service agreements
✅ Correct Answer: To reduce the likelihood and impact of incidents
9. Which ITIL practice ensures customer expectations are met through agreements?
Service Level Management
Incident Management
Problem Management
Service Desk
✅ Correct Answer: Service Level Management
10. What is a key benefit of ITIL Continual Improvement?
It provides a structured approach to service optimization
It replaces all IT governance frameworks
It eliminates the need for audits
It automates IT service management
✅ Correct Answer: It provides a structured approach to service optimization
11. Which ITIL practice ensures that services meet availability requirements?
Availability Management
Change Enablement
Incident Management
Service Request Management
✅ Correct Answer: Availability Management
12. Which ITIL guiding principle emphasizes focusing on outcomes rather than activities?
Focus on Value
Start Where You Are
Collaborate and Promote Visibility
Optimize and Automate
✅ Correct Answer: Focus on Value
13. What is the purpose of ITIL Service Request Management?
To handle routine service requests efficiently
To eliminate all IT service issues
To track cybersecurity threats
To replace IT governance
✅ Correct Answer: To handle routine service requests efficiently
14. Which ITIL practice manages the identification and control of IT assets?
IT Asset Management
Service Desk
Problem Management
Change Enablement
✅ Correct Answer: IT Asset Management
15. What is the purpose of ITIL Risk Management?
To identify, assess, and control risks
To eliminate IT security incidents
To manage customer complaints
To automate change processes
✅ Correct Answer: To identify, assess, and control risks
16. Which ITIL practice focuses on analyzing and identifying root causes of issues?
Problem Management
Incident Management
Change Enablement
Service Level Management
✅ Correct Answer: Problem Management
17. Which ITIL practice ensures that security measures align with business needs?
Information Security Management
Service Request Management
Incident Management
Problem Management
✅ Correct Answer: Information Security Management
18. What is the role of the ITIL Service Desk practice?
To provide a single point of contact for service users
To manage all IT projects
To track employee performance
To define IT policies
✅ Correct Answer: To provide a single point of contact for service users
19. Which ITIL principle promotes making use of available resources before creating new ones?
Start Where You Are
Keep It Simple and Practical
Think and Work Holistically
Collaborate and Promote Visibility
✅ Correct Answer: Start Where You Are
20. Which ITIL practice is responsible for ensuring IT services continue to meet changing business needs?
Continual Improvement
Service Desk
Incident Management
Problem Management
✅ Correct Answer: Continual Improvement
21. Which component of the ITIL Service Value System (SVS) provides a flexible operating model?
Service Value Chain
Guiding Principles
Practices
Governance
✅ Correct Answer: Service Value Chain
22. What is the purpose of the "Engage" activity in the Service Value Chain?
To maintain stakeholder relationships
To resolve incidents
To deploy changes
To track finances
✅ Correct Answer: To maintain stakeholder relationships
23. Which ITIL practice replaces "Change Management" in ITIL 4?
Change Enablement
Incident Management
Service Desk
Problem Management
✅ Correct Answer: Change Enablement
24. What is a key focus of the "Deliver and Support" activity?
Day-to-day service operation
Strategic planning
Financial management
Governance
✅ Correct Answer: Day-to-day service operation
25. Which ITIL 4 practice ensures accurate service information?
Service Configuration Management
Incident Management
Problem Management
Service Desk
✅ Correct Answer: Service Configuration Management
26. What does the "Improve" activity in the SVC focus on?
Continual improvement
Budget control
Security audits
Asset tracking
✅ Correct Answer: Continual improvement
27. Which ITIL 4 principle aligns with Agile methods?
Progress Iteratively
Start Where You Are
Think Holistically
Focus on Value
✅ Correct Answer: Progress Iteratively
28. What is the role of "Governance" in the SVS?
Ensure alignment with policies
Replace the SVC
Manage incidents
Automate workflows
✅ Correct Answer: Ensure alignment with policies
29. Which practice integrates DevOps into ITIL 4?
Continuous Deployment
Incident Management
Service Desk
Problem Management
✅ Correct Answer: Continuous Deployment
30. What is the purpose of the "Obtain/Build" activity?
Acquire or develop service components
Resolve incidents
Monitor performance
Manage finances
✅ Correct Answer: Acquire or develop service components
31. Which ITIL 4 practice focuses on user access?
Access Management
Incident Management
Change Enablement
Service Desk
✅ Correct Answer: Access Management
32. What replaces "Service Strategy" in ITIL 4?
Service Value System (SVS)
Service Desk
Continual Improvement
Governance
✅ Correct Answer: Service Value System (SVS)
33. Which dimension focuses on workflows in ITIL 4?
Value Streams and Processes
Organizations and People
Information and Technology
Partners and Suppliers
✅ Correct Answer: Value Streams and Processes
34. What is the primary goal of "Service Request Management"?
Handle pre-defined user requests
Resolve major incidents
Manage financial budgets
Audit security
✅ Correct Answer: Handle pre-defined user requests
35. Which ITIL 4 practice ensures service availability?
Availability Management
Incident Management
Service Desk
Problem Management
✅ Correct Answer: Availability Management
36. What is the purpose of the "Plan" activity in the SVC?
Align resources with strategy
Fix incidents
Track costs
Audit suppliers
✅ Correct Answer: Align resources with strategy
37. Which ITIL 4 principle reduces unnecessary work?
Keep It Simple and Practical
Optimize and Automate
Collaborate
Focus on Value
✅ Correct Answer: Keep It Simple and Practical
38. What is a key output of the "Design and Transition" activity?
New or improved services
Incident reports
Financial statements
Security alerts
✅ Correct Answer: New or improved services
39. Which practice ensures compliance with policies?
Governance
Service Desk
Incident Management
Problem Management
✅ Correct Answer: Governance
40. What is the focus of the "Partners and Suppliers" dimension?
External relationships
Internal workflows
Technology tools
Employee training
✅ Correct Answer: External relationships
The Itil Foundation V4 Foundation certification is a globally recognized credential for IT professionals.
This practice test helps you prepare by covering key topics like hardware, networking, troubleshooting, and security.
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