To make Medium work, we log user data.

By using Medium, you agree to our

Privacy Policy, including cookie policy.

ITIL 4 foundation
Exemples de questions

Pascal Kotté · Follow

Published in QuickLearn
10 min read · Oct 4, 2019

Listen Share

Le test étant sous forme d’un QCM, le plus simple pour se préparer est de faire un
QCM… Si possible qui ressemble à celui qui sera réalisé. Il est souvent plus
pertinent de choisir un QCM en anglais, qu’en français, si les supports du cours ont
été donné en anglais, et le test en anglais. Ce qui au début, est toujours le cas…
Surtout pour normalement bénéficier d’un extra-time, de 25%.

La certification en Suisse est de 300 CHF, merci de solidairement boycotter cela en ne

passant pas cette certification, et en exigeant un retour à un prix non spéculatif et déjà
guère raisonnable de 150 CHF. Ras le bol d’être pris pour des vaches à traire. Axelos, 17
Rochester, Row, London, SW1P 1QT, UK.

Signez la pétition
0 a signé. Prochain objectif : 100 ! PASCAL KOTTE a signé la
pétition... AXELOS nous traite comme des vaches à traire…
chng.it

Tu peux aussi devenir un abonné MyITIL pour ₤50 annuels et tu vas accéder à:

- Online versions of a range of our leading ITSM best practice

publications
- ITIL Practitioner templates to help you progress your ITIL journey
- Exclusive white papers
- CPD tools to map out a professional development path
 - Professional endorsement through a digital badge aligned to your
ITIL certificate.
To make Medium work, we log user data.
By using Medium, you agree to our
Privacy Policy, including cookie policy.
Désormais, pour capturer et exploiter nos données, on va carrément te demander de les
payer, je rêve! Et non, ce n’est pas une blague:

Crois-tu qu’il l’ont photoshopé pour lui filer la grosse tête au carré? C’est une tronche c’est sûr, cela donne envie… de
fuir!

Je boycotte aussi, ne m’y cherchez pas… (Bon peut-être pour regarder les templates, les
white papers? Ah oui, le badge… Important le badge… Juste 1 année alors!)

Test en blanc, exemple de questions

Si tu as des questions à proposer et ajouter ? Fais-le en commentaire ou rejoindre la
communauté libre QuickLearn, pour devenir co-éditeur.

Les réponses sont “cachées” derrière l’* de commentaire à droite, dans la marge.

Evidemment, on peut se tromper, et tu peux nous

corriger!
 To make Medium work, we log user data.
Disclaimer: Nous n’avons By
pasusing
les Medium,
moyensyou
deagree
vérifier l’origine des questions proposées ni si
to our
elles correspondent à des vraies
Privacyquestions d’examen
Policy, including ou pas. Nous vous invitons à éviter de
cookie policy.

proposer ou partager les “vraies” questions des examens. Eviter de passer cet examen sans
suivre une formation, au moins des tutoriels, ou disposer d’une réelle expérience pratique,
car à part vous “planter” en entreprise en faisant semblant “de savoir”, vous n’obtiendrez
pas grand chose d’autre…

Aux employeurs: Nous vous encourageons à valider les acquis prétendus en demandant
un certificat de suivi de formation, ou bien un certificat de travail dans une expérience
réelle incluant des pratiques ITIL.

Aux entrepreneurs: Simplement reproduire une pratique ITIL existante dans une
précédente organisation, pour mettre en place de l’ITIL, n’est pas une bonne idée! Ou pire,
mettre en place ITIL sans un accompagnement d’une personne expérimentée, et si possible
ouverte aux nouvelles entreprises, dîtes 2.0 ou libérées (même sans mettre en oeuvre la
moindre “libération”, juste car ces coachs disposent d’un esprit plus “ouvert”…)

http://callme.kotte.net

En anglais
When should a change request be submitted to resolve a problem?
1. As soon as a solution for the problem has been identified

2. As soon as a workaround for the problem has been identified

3. As soon as the analysis of the frequency and impact of incidents justifies the
change

4. As soon as the analysis of cost, risks and benefits justifies the change

Which TWO statements about an organizations culture are CORRECT? (Choose two.)
A. It is created from shared values based on how it carries out its work
B. It is determined by the type of technology used to support services
C. It should be based on the culture of prospective suppliers
D. It should be based on the objectives of the organization
 1. A and B To make Medium work, we log user data.
By using Medium, you agree to our
Privacy Policy, including cookie policy.
2. B and C

3. C and D

4. A and D

What are the MOST important skills required by service desk staff?
1. Incident analysis skills

2. Technical skills

3. Problem resolution skills

4. Supplier management skills

Which service level metrics are BEST for measuring user experience?
1. Single system-based metrics

2. Metrics for the percentage of uptime of a service

3. Operational metrics

4. Metrics linked to defined outcomes

Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
1. Change control

2. Continual improvement

3. Problem management

4. Service desk

What helps diagnose and resolve a simple incident?

1. Rapid escalation

2. Formation of a temporary team

3. The use of scripts

4. Problem prioritization

How does a service consumer contribute to the reduction of disk?

 1. By paying for the service
To make Medium work, we log user data.
By using Medium, you agree to our
2. By managing server hardware
Privacy Policy, including cookie policy.

3. By communicating constraints

4. By managing staff availability

When planning continual improvement, which approach for assessing the current state of a
service is CORRECT?
1. An organization should always use a single technique to ensure metrics are
consistent

2. An organization should always use a strength, weakness, opportunity and threat

(SWOT) analysis

3. An organization should always develop competencies in methodologies and

techniques that will meet their needs

4. An organization should always use an approach that combines Lean, Agile and
DevOps methodologies

Which is a key requirement for a successful service level agreement?

1. It should be written in legal language

2. It should be simply written and easy to understand

3. It should be based on the service providers view of the service

4. It should relate to simple operational metrics

Which describes a set of defined steps for implementing improvements?

1. The improve value chain activity

2. The continual improvement register

3. The continual improvement model

4. The engage value chain activity

Which guiding principle recommends standardizing and streamlining manual tasks?

1. Optimize and automate

2. Collaborate and promote visibility

 3. Focus on value
To make Medium work, we log user data.
4. Think and work holistically
By using Medium, you agree to our
Privacy Policy, including cookie policy.

What is a recommendation of the focus on value guiding principle?

1. Make focus on value a responsibility of the management

2. Focus on the value of new and significant projects first

3. Focus on value for the service provider first

4. Focus on value at every step of the improvement

Identify the missing word in the following sentence.

The purpose of the supplier management practice is to ensure that the
organizations suppliers and their [?] are managed appropriately to support the
seamless provision of quality products and services.

1. costs

2. users

3. value

4. performances

Which is a service request?

1. Requesting a workaround for an issue

2. Requesting information about how to create a document

3. Requesting an enhancement to an application

4. Requesting investigation of a degraded service

What is the purpose of the deployment management practice?

1. To ensure services achieve agreed and expected performance

2. To make new or changed services available for use

3. To move new or changed components to live environments

4. To set clear business-based targets for service performance

Which is the CORRECT approach for managing a large improvement initiative as smaller
iterations?
 1. Each iteration should be designed before starting the initiative and
To make Medium work, we log user data.
implemented withoutByfeedback
using Medium, you agree to our
Privacy Policy, including cookie policy.
2. Feedback should only be taken into account when one iteration fails to meet its
objective

3. Feedback should be reduced for large improvements as it is unlikely that

circumstances will change

4. Each iteration should be continually re-evaluated based on feedback

What are the ITIL guiding principles used for?

1. To help an organization make good decisions

2. To direct and control an organization

3. To identify activities that an organization must perform in order to deliver a

valuable service

4. To ensure that an organizations performance continually meets stakeholders

expectations

Identify the missing words in the following sentence.

The management of information security incidents usually requires [?].

1. Immediate escalation

2. Specialist teams

3. A separate process

4. Third party support

What is a means of enabling value co-creation by facilitating outcomes that customers

want to achieve, without the customer having to manage specific costs and risks?
1. Service management

2. Continual improvement

3. A service

4. An IT asset

Which dimension considers how knowledge assets should be protected?

1. Organizations and people
 2. Partners and suppliers
To make Medium work, we log user data.
3. Information and technology
By using Medium, you agree to our
Privacy Policy, including cookie policy.
4. Value streams and processes

Identify the missing word in the following sentence.

A change is defined as the addition, modification, or removal of anything that could
have a direct or indirect effect on [?].

1. assets

2. values

3. elements

4. services

When should the effectiveness of a problem workaround be assessed?

1. Whenever the workaround is used

2. Whenever the problem is resolved

3. Whenever the workaround becomes a known error

4. Whenever the problem is prioritized

Which guiding principle recommends eliminating activities that do not contribute to the
creation of value?
1. Start where you are

2. Collaborate and promote visibility

3. Keep it simple and practical

4. Optimize and automate

What is defined as a cause, or potential cause, of one or more incidents?

1. Change

2. Event

3. Known error

4. Problem

Which statement about the steps to fulfill a service request is CORRECT?

 1. They should be complex and detailed
To make Medium work, we log user data.
By using Medium, you agree to our
2. They should be well-known and proven
Privacy Policy, including cookie policy.

3. They should include incident handling

4. They should be brief and simple

Which is NOT a component of the service value system?

1. The guiding principles

2. Governance

3. Practices

4. The four dimensions of service management

Which practice has a purpose to support the quality of the service by handling all agreed
user initiated service requests?
1. Change control

2. IT asset management

3. Service desk

4. Service request management

Which is included in the purpose of the design and transition value chain activity?
1. Ensuring that service components are available when needed

2. Providing transparency and good stakeholder relationships

3. Supporting services according to specifications

4. Continually meeting stakeholder expectations for costs

Which practice updates information relating to symptoms and business impact?

1. Service level management

2. Change control

3. Service request management

4. Incident management

Which statement about service desks is CORRECT?

 1. The service desk should work in close collaboration with support and
To make Medium work, we log user data.
development teams By using Medium, you agree to our
Privacy Policy, including cookie policy.
2. The service desk should rely on self-service portals instead of escalation to
support teams

3. The service desk should remain isolated from technical support teams

4. The service desk should escalate all technical issues to support and
development teams

Which statement about outcomes is CORRECT?

1. An outcome can be enabled by more than one output

2. Outcomes are how the service performs

3. An output can be enabled by one or more outcomes

4. An outcome is a tangible or intangible activity

What are engage, plan and improve examples of?

1. Service value chain activities

2. Service level management

3. Service value chain inputs

4. Change control

Which statement about a continual improvement register is CORRECT?

1. It should be managed at the senior level of the organization

2. It should be used to capture user demand

3. There should only be one for the whole organization

4. It should be re-prioritized as ideas are documented

Which is part of service provision?

1. The management of resources configured to deliver the service

2. The management of resources needed to consume the service

3. The grouping of one or more services based on one or more products

 4. The joint activities performed to ensure continual value co-creation
To make Medium work, we log user data.
What is warranty? By using Medium, you agree to our
Privacy Policy, including cookie policy.
1. Assurance that a product or service will meet agreed requirements

2. The amount of money spent on a specific activity or resource

3. The functionality offered by a product or service to meet a particular need

4. The perceived benefits, usefulness and importance of something

Which practice coordinates the classification, ownership and communication of service

requests and incidents?
1. Supplier management

2. Service desk

3. Problem management

4. Relationship management

Which statement about emergency changes is CORRECT?

1. The testing of emergency can be eliminated in order to implement the change
quickly

2. The assessment and authorization of emergency changes is expedited to ensure

they can be implemented quickly

3. Emergency changes should be authorized and implemented as service requests

4. Emergency changes must be fully documented before authorization and

implementation

When should a full risk assessment and authorization be carried out for a standard change?
1. Each time the standard change is implemented

2. When the procedure for the standard change is created

3. At least once a year

4. When an emergency change is requested

Which practice has a purpose that includes ensuring that risks have been properly
assessed?
1. Service configuration management
 2. Problem management
To make Medium work, we log user data.
3. Service level management
By using Medium, you agree to our
Privacy Policy, including cookie policy.
4. Change control

Disclaimer: Alors les questions utilisées ci-dessus ont été généreusement partagées sur des
pages internet, par diverses contributeurs, et les dépositaires ne nous ont pas toujours
fournis leurs références sources, désolé. Si certaines questions sont piles celles du test, ou du
document de test fourni par Axelos sous ©, ceci est un accident, et merci de nous aviser
par email info@quicklearn.ch afin de les en retirer. Notre organisation non-lucrative ne
fait aucun bénéfice avec ce site, et nos bénévoles qui le maintiennent n’ont pas les moyens
de passer le temps nécessaire pour passer au crible tous les documents sous © de la planète
pour s’assurer de la conformité légale des informations, ci-présente, alors n’hésitez pas à
nous “instruire” de nos devoirs envers vous, si vous vous sentez lésés. On regardera alors si
votre requête nous semblera “légitime” ou pas, dans les juridictions qui nous astreignent,
et on avisera…

Ce contenu est posé sous licence libre CC-BY-NC-SA, si vous le réutilisez à des fins
commerciales ou pour assurer vos propres formations, nous en serons ravis, et vous
proposerons de nous rejoindre comme contributeur. Nous vous demanderons aussi
de bien vouloir rétribuer les autres rédacteurs en proportions du travail qu’ils
To make Medium
auront apportés, mais uniquement surwork, we log user
quelques %data.
en espérant ce support sera
By using Medium, you agree to our
réutilisé par plusieurs formateurs. Quelques dizaines de CHF ou € y suffiront,
Privacy Policy, including cookie policy.
http://callme.kotte.net pour obtenir le PPT.

En français
Il est possible de télécharger un PDF de 12 pages, avec un jeux de 40 questions
comme un vrai test, depuis le site d’AXELOS (en anglais aussi). Les réponses
(bonnes) sont dans un PDF à part. Mais ils ne nous donnent pas le droit de les
reproduire ici, désolé. Il est aussi nécessaire de “cramer” une adresse email chez
eux pour se faire spammer avant de l’obtenir: 25 emails en 2 ans, et un spam
mensuel gratuit, un! https://www.axelos.com/login?returnurl=/my-axelos/my-itil

Login
Edit description
www.axelos.com

Bon, à la fin, c’est surtout pour te dire que si tu cliques pas sur leur pub, ils vont t’enlever
de leur emailing! Et à tout moment, j’eusse pu dire bye bye! Donc ce n’est pas si terrible. Ils
sont net-éthique!
 To make Medium work, we log user data.
By using Medium, you agree to our
Privacy Policy, including cookie policy.

Tu peux ajouter en commentaire des sources d’aides, ou des jeux de questions…

3

Itil Itil 4 Itil Foundation Braindump Questions Itil

Some rights reserved

 To make Medium work, we log user data.
By using Medium, you agree to our
Privacy Policy, including cookie policy.
Follow

Written by Pascal Kotté

411 Followers · Editor for QuickLearn

Réducteur de fractures numériques, éthicien digital, Suisse romande.

More from Pascal Kotté and QuickLearn

Pascal Kotté in QuickLearn

A4 Microsoft Forms
Questionnaires et formulaires, Microsoft Education

13 min read · Mar 17, 2021

 To make Medium work, we log user data.
By using Medium, you agree to our
Privacy Policy, including cookie policy.

Open in app Sign up Sign In

Pascal Kotté in QuickLearn

La structure d’un article de presse (Titre informatif)

Option: Surtitre/Sous-titre pour compléter le titre (contexte)

3 min read · Nov 3, 2019

Quick Learn CH in QuickLearn

Créer et gérer son propre nom de domaine (Domain Name System)

DNS: C’est quoi ? Pourquoi ? Comment ?
To make Medium work, we log user data.
28 min read · Nov 20, 2017 By using Medium, you agree to our
Privacy Policy, including cookie policy.
106 1

Pascal Kotté in QuickLearn

Project avancé, Gantt stylés

Comment faire varier la couleur, selon la ressource, mieux le groupe de ressources…

4 min read · Jan 31, 2020

See all from Pascal Kotté

See all from QuickLearn

Recommended from Medium

 To make Medium work, we log user data.
By using Medium, you agree to our
Privacy Policy, including cookie policy.

Aleid ter Weel in Better Advice

10 Things To Do In The Evening Instead Of Watching Netflix

Device-free habits to increase your productivity and happiness.

· 5 min read · Feb 15, 2022

20K 306

Unbecoming

10 Seconds That Ended My 20 Year Marriage

It’s August in Northern Virginia, hot and humid. I still haven’t showered from my morning trail
run. I’m wearing my stay-at-home
To makemom…
Medium work, we log user data.
By using Medium, you agree to our
· 4 min read · Feb 16, 2022 Privacy Policy, including cookie policy.

48K 779

Lists

Staff Picks
323 stories · 82 saves

Stories to Help You Level-Up at Work

19 stories · 51 saves

Self-Improvement 101
20 stories · 101 saves

Productivity 101
20 stories · 108 saves

The PyCoach in Artificial Corner

You’re Using ChatGPT Wrong! Here’s How to Be Ahead of 99% of

ChatGPT Users
Master ChatGPT by learning prompt engineering.
 · 7 min read · Mar 17
To make Medium work, we log user data.
21K 377 By using Medium, you agree to our
Privacy Policy, including cookie policy.

Alex Mathers

14 things I wish I knew at 25 (now that I’m 38)

I’m writing soon after my 38th birthday. It’s a time to reflect.

· 4 min read · Dec 27, 2022

13.6K 252
 To make Medium work, we log user data.
By using Medium, you agree to our
Privacy Policy, including cookie policy.

Bryan Ye in Better Humans

How To Wake Up at 5 A.M. Every Day

An unconventional and compassionate guide to becoming an early bird

· 15 min read · Oct 3, 2019

86K 645

Zulie Rane in The Startup

If You Want to Be a Creator, Delete All (But Two) Social Media Platforms
In October 2022, during the whole Elon Musk debacle, I finally deleted Twitter from my phone.
Around the same time, I alsoTologged out of…
make Medium work, we log user data.
By using Medium, you agree to our
· 8 min read · Apr 19 Privacy Policy, including cookie policy.

24K 492

See more recommendations