ISO 20000 Certification ITIL Foundation 4 2 — Questions and Answers
Question 1: Which ITIL 4 guiding principle recommends starting with what already exists rather than building from scratch?
- Focus on value
- Start where you are (Correct answer)
- Progress iteratively with feedback
- Think and work holistically
Correct answer: Start where you are
'Start where you are' advises organizations to assess and leverage existing services, processes, and tools before creating new ones.
Question 2: In ITIL 4, what is the primary purpose of the 'Service Desk' practice?
- Manage changes to IT services
- Capture demand for incident resolution and service requests (Correct answer)
- Monitor service performance against SLAs
- Coordinate disaster recovery activities
Correct answer: Capture demand for incident resolution and service requests
The Service Desk practice serves as the single point of contact between the service provider and users, capturing and managing incidents and service requests.
Question 3: What does the ITIL 4 term 'warranty' refer to in the context of service value?
- A legal guarantee provided to customers
- Assurance that a service will meet agreed requirements (Correct answer)
- The financial cost of service delivery
- A contract between provider and supplier
Correct answer: Assurance that a service will meet agreed requirements
Warranty assures that a service is fit for use by ensuring it meets agreed levels of availability, capacity, continuity, and security.
Question 4: Which component of the ITIL 4 Service Value System represents the governance body that directs the organization?
- Service value chain
- Guiding principles
- Governing body (Correct answer)
- Continual improvement
Correct answer: Governing body
The governing body provides direction and policies that ensure organizational activities align with overall objectives within the SVS.
Question 5: In ITIL 4, which activity in the service value chain is focused on ensuring that components meet specifications?
- Engage
- Obtain/Build (Correct answer)
- Deliver and support
- Design and transition
Correct answer: Obtain/Build
'Obtain/Build' ensures that service components are available when and where needed and meet agreed specifications.
Question 6: Which ITIL 4 practice is responsible for setting clear business-based targets for service performance?
- Service Level Management (Correct answer)
- Availability Management
- Capacity and Performance Management
- IT Asset Management
Correct answer: Service Level Management
Service Level Management negotiates and monitors Service Level Agreements (SLAs) to ensure service performance meets business expectations.
Question 7: What is the meaning of 'shift-left' in the context of ITIL 4 service management?
- Moving services to cloud infrastructure
- Transferring more support capabilities to users and lower support tiers (Correct answer)
- Prioritizing incidents based on urgency
- Reducing the number of service desk agents
Correct answer: Transferring more support capabilities to users and lower support tiers
Shift-left means moving knowledge and resolution capability closer to the user, enabling self-service and first-contact resolution at lower support levels.
