ITIL 4 Foundation Exam
Last Update Nov 30, 2025
Total Questions : 119
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What is the difference between the 'incident management' and 'service desk' practices?
A user wants to know how to create a report, so they come into contact with the service desk.
Which practice is MOST LIKELY to help with the solution of this issue?
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
Which TWO of the following statements are MOST associated with the optimize and automate' guiding principle?
1. It is important to assess which method of communication is appropriate 'or each type of stakeholder.
2. Complex systems should be designed with an understanding of how the components' parts are related.
3. Organizations should consider whether technology could improve the eficiency o' manual processes.
4 It is important to understand the organization's objectives when assessing the impact of potential improvements.
Which role would is MOST SUITABLE for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?
Which practice conducts reviews to validate that services are covering the needs of the customer?
Which component is focused on the activities needed by an organization to help it co-create value?
Which of the four dimensions focuses or managing data in compliance with industry regulations?
What ensures that service providers and service consumers continue to create value together?
Which statement about the inputs and outputs of the value chain activities is CORRECT?
Which of the four dimensions focuses on roles, responsibilities, and systems of authority?
Which is the MOST important stakeholder group that a service provider needs to collaborate with?
Which service value chain activity deals with the purchase of new products?
Identify the Missing word(s) in the following sentence
A(n) [?] cause, or potential cause, of one or more incidents?
A good way to apply the ITIL guiding principle 'keep it simple and practical' is to:
Which activity is NOT recommended by the start where you are' guiding principle?
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 practice has a purpose that includes managing authentication and non-repudiation?
Which TWO BEST describe the guiding principles?
Short term
Standards
Recommendations
Long-term
When using the ‘continual improvement model, which information should be produced by an organization to understand where the organization is now?
Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?
Which of the following is a necessity to a successful service level agreement (SLAs)?
A service will be unavailable for the next two hours for unplanned maintenance.
Which practice is MOST LIKELY to be involved in managing this?
TESTED 30 Nov 2025
