Free ITILFND v4 sample questions

Correct answer: To set clear business-based targets for service levels

Setting clear business-based targets for service levels is included in the purpose of service level management, ensuring that services are delivered to meet agreed performance criteria aligned with business requirements and customer expectations. This practice establishes measurable targets for availability, performance, and quality. Maximizing successful changes belongs to change enablement, ensuring configuration accuracy belongs to service configuration management, and managing supplier performance belongs to supplier management.

Correct answer: Investigating a major incident

Investigating a major incident requires a coordinated response involving representatives from multiple stakeholder groups including IT operations, application teams, business users, management, vendors, and communication teams. This multi-stakeholder approach ensures all perspectives are considered and proper coordination occurs during critical service disruptions. Service requests and emergency changes typically have simpler approval processes, while problem logging is usually an individual task performed by IT staff.

Correct answer: Obtain/build

The Obtain/build value chain activity ensures that service components meet agreed specifications through procurement, development, testing, and quality assurance processes. This activity validates that components conform to design requirements before deployment. Plan focuses on strategy and priorities, Design and transition creates blueprints and plans, while Deliver and support operates services but does not verify component specifications during creation.

Correct answer: Relationship management

Relationship management establishes and nurtures links between the organization and its stakeholders at strategic and tactical levels, ensuring good relationships, clear communication, and mutual understanding of needs and expectations. This practice manages relationships with customers, users, suppliers, and partners. Supplier management focuses specifically on vendors, Change enablement manages changes to services, and Service desk provides user support and communication at an operational level only.

Correct answer: The service value system

The service value system includes governance as one of its core components, providing the means to direct and control the organization through policies, objectives, and oversight mechanisms. The SVS encompasses governance, service value chain, practices, guiding principles, and continual improvement. Practices are activities within the SVS, the service value chain is an operating model within the SVS, and guiding principles are recommendations within the SVS, but none of these individually include governance as a component.

Correct answer: Problem management

Problem management requires people who understand complex systems and have creative and analytical skills to identify root causes of recurring incidents, analyze trends, and develop permanent solutions for underlying problems. This practice involves investigation, diagnosis, and resolution of complex technical issues requiring deep technical knowledge and analytical thinking. Change enablement, Service level management, and Service request management require process skills but do not typically demand the same level of complex systems analysis and creative problem-solving.

Correct answer: A problem that has been analyzed and has not been resolved

A known error is a problem that has been analyzed and has not been resolved, where the root cause has been identified but a permanent solution has not yet been implemented. Known errors are documented with workarounds to minimize impact while awaiting permanent resolution. An event is any change of state, a problem is a cause of incidents, and an incident is an unplanned interruption, but none of these definitions specifically describe the analyzed-but-unresolved state that characterizes a known error.

Correct answer: The degradation of a service

The degradation of a service would NOT be handled as a service request because it represents an incident - an unplanned interruption or reduction in service quality that requires immediate attention and restoration. Service requests are pre-defined, low-risk requests for something to be provided, such as toner cartridge replacement, laptop provision, or information requests. Service degradation requires incident management processes to diagnose, escalate, and restore service levels rather than the standardized fulfillment workflow used for service requests.

Correct answer: Events

Events are typically recognized through notifications created by IT services, configuration items, or monitoring tools when changes of state occur that have significance for service management. Events can be informational, warnings, or exceptions that trigger automated responses or human intervention. Incidents are unplanned disruptions, Problems are underlying causes of incidents, and Requests are user-initiated demands for services - none of these are automatically detected and reported by monitoring tools in the same systematic way as events.

Correct answer: Information and technology

The Information and technology dimension considers data security and privacy, including information management, data protection, cybersecurity controls, and technology architectures that protect sensitive information. This dimension covers data classification, encryption, access controls, and compliance with privacy regulations. Organizations and people focuses on culture and capabilities, Partners and suppliers addresses external relationships, and Value streams and processes covers workflow design, but none of these specifically address data security and privacy protection mechanisms.