58 Free Sample Questions

A financial services company is adopting ITIL 4 and wants to ensure that all new IT projects align with the principle of 'focus on value'. Which activity is the BEST demonstration of applying this principle?

A software development team is releasing a new mobile application. The team wants to follow the 'progress iteratively with feedback' principle. Which of the following approaches should they adopt?

Which dimension of service management is primarily concerned with the culture, structure, and skillsets within an organization?

What is the primary output of the 'plan' activity in the service value chain?

Which ITIL practice has the purpose of protecting the information needed by the organization to conduct its business?

A user calls the service desk to report that they are unable to access the company's CRM system. This is preventing them from processing customer orders. How should this be classified according to ITIL?

What is the primary purpose of the 'service desk' practice?

A change manager is reviewing a request to upgrade a critical database server. This change has a high potential impact and requires coordination across multiple teams. Which type of change is this, and what is the appropriate next step for authorization?

The ITIL service value system describes how all the components and activities of an organization work together to facilitate value co-creation. Which of the following are components of the service value system? (Select TWO)

True or False: In ITIL 4, a 'service offering' may include goods, access to resources, and service actions.