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The set tests understanding of IT Service Management focus areas, customer and end user definitions, and whether alignment with business objectives or best technology is the main challenge. It also probes service and process principles, repeatable practices, organizational interfaces, infrastructure and process components, governance ownership, examination agencies, and service desk/incident/problem related first-contact responsibilities, plus quality improvement life cycle and measurement frameworks.",{"@graph":69,"@context":122},[70,84,105],{"@type":71,"itemListElement":72},"BreadcrumbList",[73,77,79,82],{"item":74,"name":75,"@type":76,"position":8},"https://docshare.wps.com","Home","ListItem",{"item":78,"name":9,"@type":76,"position":14},"https://docshare.wps.com/document/",{"item":80,"name":20,"@type":76,"position":81},"https://docshare.wps.com/document/exam/",3,{"item":83,"name":65,"@type":76,"position":19},"https://docshare.wps.com/document/itil-foundations-exam-preparation-questions/453730/",{"url":83,"name":65,"@type":85,"image":86,"author":91,"headline":65,"publisher":94,"fileFormat":97,"inLanguage":63,"description":67,"dateModified":98,"datePublished":99,"encodingFormat":97,"isAccessibleForFree":100,"interactionStatistic":101},"DigitalDocument",{"url":87,"@type":88,"width":89,"height":90},"https://docshare.wps.com/thumbnails/itil-foundations-exam-preparation-questions/453730.png","ImageObject",300,407,{"name":92,"@type":93},"Ben ","Person",{"url":74,"name":95,"@type":96},"DocShare","Organization","application/pdf","2026-10-22","2026-09-30",true,{"@type":102,"interactionType":103,"userInteractionCount":52},"InteractionCounter",{"@type":104},"ViewAction",{"@type":106,"mainEntity":107},"FAQPage",[108,114,118],{"name":109,"@type":110,"acceptedAnswer":111},"Which four areas does IT Service Management need to address, according to the exam questions?","Question",{"text":112,"@type":113},"The questions ask which option is NOT one of the four areas. They list Organization, People, Process, Procedures, and Technology, implying one of these is not among the four ITSM areas being tested.","Answer",{"name":115,"@type":110,"acceptedAnswer":116},"How does ITIL define the customer and the end user?",{"text":117,"@type":113},"One question states that the customer is the person or group who pays for the IT service, while another states that the end user is the person or group who uses the IT service.",{"name":119,"@type":110,"acceptedAnswer":120},"What are the PLAN-DO-CHECK-ACT steps used in the continuous improvement quality life cycle?",{"text":121,"@type":113},"The exam asks for the 4 steps of the continuous improvement quality life cycle and presents PLAN, DO, CHECK, ACT as the corresponding option.","https://schema.org",{"og:url":83,"og:type":124,"og:title":65,"og:site_name":95,"og:description":67},"article",{"robots":126,"canonical":83},"index,follow",{"doc_id":128,"site_id":62},453730,1791346226,{"code":4,"msg":5,"data":131},{"doc_id":128,"user_id":132,"nickname":92,"user_avatar":133,"doc_module":4,"category_id":19,"category_name":20,"doc_title":65,"doc_description":67,"doc_content":134,"file_id":135,"file_url":136,"file_type":137,"file_size":138,"view_count":52,"is_deleted":4,"is_public":8,"is_downloadable":8,"audit_status":8,"page_count":139,"language":140,"language_code":63,"site_id":62,"html_lang":63,"table_of_contents":141,"faqs":142,"seo_title":143,"seo_description":67,"update_tm":144,"read_time":145},2336478951081,"https://ap-avatar.wpscdn.com/davatar_276721f389ce27ea32af1340a28f341c","ITIL FOUNDATIONS EXAM PREPARATION  \nQUESTIONS Produced by The Art of Service An Accredited Training institute  \nITIL Foundations QUESTIONS  \nQuestion 1  \nOf the following which is not one of the four areas that IT Service Management needs to address?  \na. Organization  \nb. People  \nc. Process  \nd. Procedures  \ne. Technology  \nQuestion 2  \nIT Service Management using the ITIL Framework is more important than achieving the Business Objectives?  \na. I disagree with this statement  \nb. I agree with this statement  \nc. I need to check with my Manager  \nQuestion 3  \nThe “customer” according to the way ITIL defines it is the person or group who pays for the IT service.  \na. I disagree with this statement  \nb. I agree with this statement  \nc. ITIL does not define the term customer  \nQuestion 4  \nThe “end user” according to the way ITIL defines it is the person or group who uses the IT service.  \na. I disagree with this statement  \nb. I agree with this statement  \nc. ITIL does not define the term customer  \nQuestion 5  \nThe major challenge facing organizations is not aligning IT service delivery with business needs, but making sure we have the best technology in place?  \na. Yes, technology is still the most important part of IT Service Delivery  \nb. In every organization technology is a crucial aspect of delivery of services.  \nc. No. technology concerns while complex are not more important than meeting customer expectations.  \nQuestion 6  \nOf the following which best suits the following phrase?  \nThe xxxxxx  is a strategic concept that stipulates the future direction of the company.  \na. Outline  \nb. Goals  \nc. Plan  \nd. Vision  \nQuestion 7  \nThe major challenge in delivering good IT Service is NOT technology; it is the lack of repeatable processes.  \na. I agree with this statement  \nb. I disagree with this statement  \nQuestion 8  \nOf the following what would be the best definition of IT Service Management?  \nIT Service Management is:  \n(a) Maintenance of technical infrastructure to ensure customer expectations are managed and met or exceeded.  \n(b) Proper use of People, Process and Technology to ensure IT Service Delivery matches Business requirements in an efficient and effective manner.  \n(c) Creation of best practice processes that are repeatable and ensure all staff have a common understanding of terms to be used.  \nQuestion 9  \nOnce we have our ITIL processes in place there is no need to worry about how we do things. The ITIL processes will take care of everything.  \na. I disagree with this statement  \nb. I agree with this statement  \nQuestion 10  \nITIL focuses on people, organization and technology?  \na. I disagree with this statement  \nb. I agree with this statement  \nQuestion 11  \nWhat are the major parts of the IT Infrastructure Library?  \nSecurity Management    \n\n| ______________________________\u003Cbr>______________________________\u003Cbr>Service Delivery   |\n| --- |\n| ______________________________\u003Cbr>______________________________\u003Cbr>______________________________\u003Cbr>Software Asset Management   |\n\nQuestion 12  \nThere are three LEVELS of things to think about when looking at IT Service Management. Strategic issues are one, what are the other two?  \nQuestion 13  \nThe ITIL processes don’t have any overlap or interfaces to each other.  \nTrue or False?  \nQuestion 14  \nThe owner ofthe ITIL framework is the Office of Government Commerce (OGC) in England.  \nTrue or False?  \nQuestion 15  \nThere are two examination agencies that provide exams in IT Service Management. EXIN and ISEB.  \nTrue or False?  \nQuestion 16  \nWhat is the name of the group that brings people together to talk about IT Service Management?  \nQuestion 17  \nWhat is the name of the first level of education in IT Service Management?  \nIs it called the ITIL Foundations, ITIL Beginners or Learning Processes by ITIL?  \nQuestion 18  \nITIL works only in large, multi-national organizations that have over 1000 staff working in Information Technology.  \nTrue or False?  \nQuestion 19","cbCaijeCFm9FzTQB","https://ap.wps.com/l/cbCaijeCFm9FzTQB","pdf",578558,113,"English","# Question 1\n# Question 2\n# Question 3\n# Question 4\n# Question 5\n# Question 6\n# Question 7\n# Question 8\n# Question 9\n# Question 10\n# Question 11\n# Question 12\n# Question 13\n# Question 14\n# Question 15\n# Question 16\n# Question 17\n# Question 18\n# Question 19\n# Question 20\n# Question 21\n# Question 22\n# Question 23\n# Question 24\n# Question 25\n# Question 26\n# Question 27","[{\"question\":\"Which four areas does IT Service Management need to address, according to the exam questions?\",\"answer\":\"The questions ask which option is NOT one of the four areas. They list Organization, People, Process, Procedures, and Technology, implying one of these is not among the four ITSM areas being tested.\"},{\"question\":\"How does ITIL define the customer and the end user?\",\"answer\":\"One question states that the customer is the person or group who pays for the IT service, while another states that the end user is the person or group who uses the IT service.\"},{\"question\":\"What are the PLAN-DO-CHECK-ACT steps used in the continuous improvement quality life cycle?\",\"answer\":\"The exam asks for the 4 steps of the continuous improvement quality life cycle and presents PLAN, DO, CHECK, ACT as the corresponding option.\"}]","ITIL Foundations Exam Preparation - Questions | PDF",1790739459,285]