ITIL 4 Foundation Exam
Last Update Oct 15, 2025
Total Questions : 542
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Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?
What is recommended by the guiding principle ‘progress iteratively with feedback’?
Which term relates to service levels aligned with the needs of service consumers?
A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.
Which term is used to describe the prediction and control of income and expenditure within an organization?
Which approach is CORRECT when applying the guiding principle ‘keep it simple and practical’?
What is defined as a change of state that has significate for the management of an IT service?
Which guiding principle recommends assessing the current state and deciding what can be reused?
Which value chain activity ensures the availability of service components?
Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?
Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?
What is the effect of increased automation on the 'service desk1 practice?
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?
Which process is used to compare the value that new services offer with the value of the services they have
replaced?
Identify the missing word in the following sentence.
A user is [?] that uses services.
What does the 'service request management' practice depend on for maximum efficiency?
Which is a result of applying the guiding principle ‘progress iteratively with feedback’?
Which TWO of the following are considerations of change enablement?
1. Managing the people aspects of change
2. Ensuring that organizational transformations are successful
3. Maximizing the number of successful service changes
4. Ensuring that changes are properly assessed
Which TWO are important aspects of the ‘service request management’ practice?
1.Standardization and automation
2.Providing a variety of channels for access
3.Establishing a shared view of targets
4.Policies for approvals
Which practice nurtures links with stakeholders at strategic and tactical levels'?
Which Guiding principle says that it is not usually necessary to build something new?
Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?
Which practice has a purpose that includes responding to conditions that could lead to potential faults or incidents?
Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?
Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the [?], and the CIs that support them, is available when and where it is needed.
Which is the addition, modification or removal of anything that could have an effect on services?
Which practice's purpose includes creating closer more collaborative relationships?
What varies in size and complexity, and uses functions to achieve its objectives?
Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
Which step of the continual improvement model includes baseline assessments?
Which is one of the MAIN concerns of the ‘design and transition’ value chain activity?
Which of the following is NOT recommended by the guiding principle 'start where you are?
Which practice is responsible for moving new or changed components to live or other environments?
Which practice has a strong influence on the user experience and perception of the service provider?
Which is a risk that might be removed from a service consumer by an IT service?
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues? They also have good communication skills, high emotional intelligence, and a broad understanding of IT technology.
Which practices is MOST associate with the use of empathy to understand users?
Identify the missing word in the following sentence.
The purpose of the supplier management practice is to ensure that the organization’s suppliers and their [?]
are managed appropriately to support the seamless provision of quality products and services.
Which practice involves the management of vulnerabilities that were not identified before the service went live?
Which TWO types of competence are MOST important 'or service desk staff?
1. Knowledge of business processes
2. Collaboration skills
3. Advanced technical knowledge
4. Workflow design skills
Which practice provides a communications point for users to report operational issues, queries and requests?
Arrange the following steps of software lifecycle in correct order.
1. Retire
2. Test
3. Operate
4. Deploy
5. Ideation
6. Develop
7. Design
How does information about problems and known errors contribute to 'incident management'?
In which situation will incident management USUALLY use a separate process?
Which activity contributes to the ‘where are we now?’ step of the ‘continual improvement’ model?
Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?
In which TWO situations should the ITIL guiding principles be considered?
1. In every initiative
2. In relationships with all stakeholders
3. Only in specific initiatives where the principle is relevant
4. Only in specific stakeholder relationships where the principle is relevant
What type of change is MOST likely to be managed by the 'service request management' practice?
Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.
Which TWO are inputs to the service value system?
1 Demand
2 Products
3 Value
4 Opportunity
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
What should be used to set user expectations for request fulfilment times?
Which practice updates information relating to symptoms and business impact?
Which practice coordinates the classification, ownership and communication of service requests and incidents?
Which TWO statements about an organization’s culture are CORRECT? (Choose two.)
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization
When planning ‘continual improvement’, which approach for assessing the current state of a service is
CORRECT?
Which is a key consideration for the guiding principle 'keep it simple and practical'?
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
What type of change is often used for resolving incidents or implementing security patches?
Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?
Which guiding principle helps to ensure that better information is available for decision making?
Which skill is an essential part of the 'service level management' practice?
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
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 [?].
Which statement about the input and output of the value chain activities is CORRECT?
What should remain constant within an organization, even when the organization's objectives change?
Which practice conducts reviews to validate that services are covering the needs of the customer?
Which BEST describe the focus of the 'think and work holistically' principle?
Which is an activity in the 'Problem control' phase of problem management?
Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?
Which of the four dimensions contributes MOST to defining activities needed to deliver services?
Which component is focused on the activities needed by an organization to help it co-create value?
Identity the missing word in the following sentence
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [?], and the CIs that support them, is available when and where it is needed
Which of the four dimensions focuses or managing data in compliance with industry regulations?
When using the ‘continual improvement model, which information should be produced by an organization to understand where the organization is now?
A good way to apply the ITIL guiding principle 'keep it simple and practical' is to:
What is the MOST LIKELY reason mat incident management would need a temporary team to work together?
What are the KEY stakeholder groups that service providers should cooperate with?
Which is described by the 'organizations and people' dimension of service management?
Which step of the 'continual improvement model' defines measurable targets?
Which of the four dimensions focuses on roles, responsibilities, and systems of authority?
What ensures that a service provider and a service consumer continually co-create value?
When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?
Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?
Which practice has a purpose that includes managing authentication and non-repudation?
What is defined as "any component that needs to be managed in order to deliver an IT service"?
Which practice guarantees that users have a range of access channels to choose from to report problems?
What is the difference between the 'incident management' and 'service desk' practices?
Which of the following is included in the purpose of the 'continual improvement' practice?
Which of the four dimensions’ focuses on roles responsibilities and systems of authority?
Where should all master copies of controlled software and documentation be stored?
What describes the steps needed to create and deliver a specific service to a consumer?
Which usually requires a team of representatives from many stakeholder groups?
How does categorization of incidents assist the 'incident management' practice?
How does customer engagement contribute to the 'service level management' practice?
1.It captures information that metrics can be based on
2.It ensures the organization meets defined service levels
3.It defines the workflows for service requests
4.It supports progress discussions
TESTED 15 Oct 2025
