ITIL Exin ITIL Foundation (V4) Free Practice Exam Questions (2025 Updated)

A change

An event

An incident

A problem

Outcomes rely on outputs to deliver results for a stakeholder.

Outcomes use activities to produce tangible or intangible deliverables.

Outcomes gives service consumers assurance of products or services

Outcomes help a service consumers to assess the cost of a specific activity

Service request management

Change enablement

Problem management

Service level management

By providing the service in accordance with requirements

By ensuring that the service provider's resources are correctly configured

By fully understanding then own requirements for the service

By managing the detailed level of risk on behalf of the service provider

Problem identification

Problem control

Error control

Post-implementation review

Complex service requests should be dealt with as normal changes

Service requests that require simple workflows should be dealt with as incidents

Service requests require workflows that should use manual procedures and avoid automation

Service requests are usually formalized using standard procedures for initiation, approval and fulfilment

When the cause is identified but not resolved

After analysis of error information from a supplier

When a user reports an unplanned service interruption

Alter a workaround is identified and documented

The service value chain converts value into demand

Each value chain activity uses different combinations of practices to convert inputs into outputs

Each value chain activity identifies a requirement for resources from an external supplier

The service value chain uses value streams to describe a combination of consumers and providers

Service request management

Service level management

Incident management

Change management

A model used to determine who will assess a change

A person who approves a change

A tool used to help changes

A way to manage the people aspects of change

Service desk

Continual improvement

Problem management

Incident management

Organizations and people

Information and technology

Partners and suppliers

Value streams and processes

Ensuring that stakeholder expectations for quality are met

Ensuring that stakeholder needs are understood by the organization

Ensuring that service components are available when needed

Ensuring that services are operated to meet agreed specifications

To ensure that agreements are written simply and are easy to understand

To collect information about service consumer goals and objectives

To capture information about service issues and performance against agreed goals

To ensure continual improvement of services, so that they meet the evolving needs of service consumers

Supplier management

Information security management

Release management

Service configuration management

problem

risk

change

configuration item

Service requests are fulfilled using simple workflows

A new workflow is created for each type of request

Additional approval is sometimes needed for restoration of service

Financial authorization is sometimes required for service requests

Low impact incidents should be resolved efficiently, making logging unnecessary

The 'incident management' practice should use a single process regardless of the impact of the incident

Low impact incidents should be resolved efficiently so the resource required is reduced

Incidents with the lowest impact should be resolved first

Make new and changed services available for use

Ensure that risks have been property assessed

Record and report selected changes of state

Plan and manage the full lifecycle of all IT assets