ITIL 4 Exam Questions And Answers 100%
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2) Which term describes the functionality offered by a service?
A. Cost
B. Utility
C. Warranty
D. Risk - answerA. Incorrect. Cost is "The amount of money spent on a specific activity or
resource." Ref 2.5.2
B. Correct. Utility is "The functionalit...
2) Which term describes the functionality offered by a service?
A. Cost
B. Utility
C. Warranty
D. Risk - answer✔A. Incorrect. Cost is "The amount of money spent on a specific activity or
resource." Ref 2.5.2
B. Correct. Utility is "The functionality offered by a product or service." Ref 2.5.4
C. Incorrect. Warranty is "Assurance that a product or service will meet agreed requirements".
Ref 2.5.4
D. Incorrect. A risk is "A possible event that could cause harm or loss, or make it more difficult
to achieve objectives". Ref 2.5.3
5) How do all value chain activities transform inputs to outputs?
A. By determining service demand
B. By using a combination of practices
C. By using a single functional team
D. By implementing process automation - answer✔A. Incorrect. Demand is the input to the
service value chain. Value chain activities "represent the steps an organization takes in the
creation of value. Each activity contributes to the value chain by transforming specific inputs
into outputs." Ref 4.5
B. Correct. "To convert inputs into outputs, the value chain activities use different combinations
of ITIL practices." Ref 4.5
C. Incorrect. It uses various resources from different practices when needed. "To convert inputs
into outputs, the value chain activities use different combinations of ITIL practices (sets of
resources for performing certain types of work), drawing on internal or third-party resources,
processes, skills, and competencies as required. Ref 4.5
D. Incorrect. The 'optimize and automate' guiding principle recommends that activities should be
automated where this is practical but the service value chain does not require automation.
"Technology should not always be relied upon without the capability of human intervention, as
automation for automation's sake can increase costs and reduce organizational robustness and
resilience." Ref 4.3.7
7) What is the starting point for optimization?
A. Securing stakeholder engagement
B. Understanding the vision and objectives of the organization
C. Determining where the most positive impact would be
D. Standardizing practices and services - answer✔A. Incorrect. This is step 4 of the principle
'optimize and automate': "Ensure the optimization has the appropriate level of stakeholder
engagement and commitment." Ref 4.3.7.1
B. Correct. The first step of the principle 'optimize and automate' is: "Understand and agree the
context in which the proposed optimization exists. This includes agreeing the overall vision and
objectives of the organization." Ref 4.3.7.1
C. Incorrect. This is step 2 of the principle 'optimize and automate': "Assess the current state of
the proposed optimization. This will help to understand where it can be improved and which
improvement opportunities are likely to produce the biggest positive impact." Ref 4.3.7.1 D.
Incorrect. This is step 3 of the principle 'optimize and automate': "Agree what the future state and
priorities of the organization should be, focusing on simplification and value. This typically also
includes standardization of practices and services, which will make it easier to automate or
optimize further at a later point." Ref 4.3.7.1
8) Identify the missing words in the following sentence.
The purpose of the [?] is to ensure that the organization continually co-creates value with all
stakeholders in line with the organization's objectives.
A. 'focus on value' guiding principle
B. four dimensions of service management
C. service value system
D. 'service request management' practice - answer✔A. Incorrect. The 'focus on value' guiding
principle guides an organization to consider the needs of the service consumer. It cannot ensure
that the organization continually co-creates value with all stakeholders. Ref 4.3.1
B. Incorrect. The four dimensions "represent perspectives which are relevant to the whole SVS,
including the entirety of the service value chain and all ITIL practices." They do not ensure that
the organization continually co-creates value with all stakeholders. Ref 3 C. Correct. "The
purpose of the SVS is to ensure that the organization continually co-creates value with all
stakeholders through the use and management of products and services." Ref 4.1
D. Incorrect. The purpose of the 'service request management' practice is to "support the agreed
quality of a service by handling all pre-defined, user-initiated service requests in an effective and
user-friendly manner." It doesn't ensure that the organization continually co-creates value with
all stakeholders. Ref 5.2.16
10) Which joint activity performed by a service provider and service consumer ensures continual
value co-creation?
A. Service provision
B. Service consumption
C. Service offering
D. Service relationship management - answer✔A. Incorrect. Service provision is not a joint
activity; it is performed by a service provider. Ref 2.4.1
B. Incorrect. Service consumption is not a joint activity; it is performed by a service consumer.
Ref 2.4.1
C. Incorrect. Service offering is not an activity; it is "A description of one or more services,
designed to address the needs of a target consumer group. A service offering may include goods,
access to resources, and service actions". Ref 2.4.1
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