ITIL 4 Foundation Practice Exam Questions and Answers – Part 1/2
Test your ITIL 4 Foundation knowledge with 20 exam-style questions, clean answer reveals, and concise explanations. Topics include: What is the definition of a problem?. Follow @CertPunch and visit certpunch.com for more certification practice videos and study content.
Chapters:
00:00 Intro
00:31 Question 1 of 20
01:19 Question 2 of 20
01:55 Question 3 of 20
02:41 Question 4 of 20
03:29 Question 5 of 20
04:20 Question 6 of 20
04:57 Question 7 of 20
05:41 Question 8 of 20
06:21 Question 9 of 20
07:05 Question 10 of 20
07:53 Question 11 of 20
08:36 Question 12 of 20
09:17 Question 13 of 20
09:53 Question 14 of 20
11:03 Question 15 of 20
12:13 Question 16 of 20
12:48 Question 17 of 20
14:03 Question 18 of 20
14:52 Question 19 of 20
15:45 Question 20 of 20
What you will practice
- What is the definition of a problem?
- What is defined as the addition, modification, or removal of anything that could have a direct or indirect ef…
- What is defined as the practice of protecting an organization by understanding and managing risks to the conf…
- Identify the missing word in the following sentence. [?] is the practice of ensuring that risks are properly…
- What is the definition of a customer?
- Which of the following is NOT an activity within the service value chain?
Answers and explanations
Tap a question to expand the answer and the exam reasoning. Try to commit to your own pick first.
Q1. What is the definition of a problem?
Answer: C. A cause, or potential cause, of one or more incidents
A problem is a cause of one or more incidents. Option B defines an incident, which is the result, not the cause.
Q2. What is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on services?
Answer: A. Change
Change is any modification affecting services. Options like event and incident define service status, not modification.
Q3. What is defined as the practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information?
Answer: A. Information security management
Information security management protects information from risks to confidentiality, integrity, and availability. Option B is limited to availability.
Q4. Identify the missing word in the following sentence. [?] is the practice of ensuring that risks are properly assessed, authorizing changes to proceed, and managing a change schedule in order to maximize the number of successful IT changes.
Answer: C. Change enablement
Change enablement assesses risks and authorizes changes. Option D describes service level management, which is about performance targets.
Q5. What is the definition of a customer?
Answer: D. A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption
A customer defines service requirements and takes responsibility for outcomes. Option C describes a user, not a customer.
Q6. Which of the following is NOT an activity within the service value chain?
Answer: A. Service relationships
This question tests the six service value chain activities. Service relationships are a concept, not an activity within the chain.
Q7. Which value chain activity ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management?
Answer: A. Improve
This question identifies the improve activity's role in fostering continual improvement throughout the service value chain and all four dimensions.
Q8. Which ITIL concept describes continual improvement?
Answer: A. Service value system
The correct answer proves that continual improvement is a core component of the service value system. The distractors represent other ITIL concepts but not the one that directly defines continual improvement.
Q9. Identify the missing word in the following sentence. The [?] is the practice of capturing demand for incident resolution and service requests.
Answer: D. Service desk
The correct answer proves that the service desk is the single point of contact for all user demand. The distractors are specific practices but not the overarching function defined in the sentence.
Q10. If your company is using a single service desk located in one office building to support users from around the world, what type of service desk might this be?
Answer: B. Centralized
The correct answer proves a centralized desk operates from a single physical location. The distractors describe models like follow-the-sun or virtual which involve multiple locations or no physical desk.
Q11. What should be included in every service level agreement?
Answer: A. Clearly defined service outcomes
The correct answer proves that SLAs must focus on service outcomes. The distractors are operational metrics, which the guidance advises against using in isolation.
Q12. Which of the following is NOT a valid source of service level management data to use in analyzing your service level agreements?
Answer: B. Competitor's metrics
The correct answer proves that competitor data is not a valid internal source. The distractors are all recognized internal sources of SLA performance data.
Q13. Which describes the functionality offered by a product or service to meet a particular need?
Answer: A. Utility
Utility is the functionality that allows a service to meet a need. Warranty options confuse the 'fit for purpose' concept with guarantee terms.
Q14. What is the purpose of the 'service configuration management' practice?
Answer: C. Ensuring that accurate and reliable information about the configuration of services and the configuration items that support them are available when and where needed
Service configuration management ensures reliable information about services and their configuration items is available. Option D describes change enablement.
Q15. What is the purpose of the 'service request management' practice?
Answer: D. Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
Service request management handles pre-defined user requests to maintain service quality. Option A describes relationship management.
Q16. What are guiding principles considered?
Answer: C. Recommendations
The correct answer proves that guiding principles are recommendations, not mandatory rules. The distractors are weakened because they describe governance, not guiding principles.
Q17. A small start-up in San Francisco is launching a brand new iPhone app. Their staff is small, but they have big dreams and ideas for their app. The app will perform 15 different functions when it is fully developed. Currently, the app only…
Answer: C. Progress iteratively with feedback
The correct answer proves the 'progress iteratively with feedback' principle through incremental improvements based on user input. The trap is 'start where you are,' which refers to assessing an existing state, not building incrementally.
Q18. Which guiding principle is concerned with an understanding of how all the parts of an organization work together in an integrated way?
Answer: C. Think and work holistically
The correct answer proves the 'think and work holistically' principle by emphasizing end-to-end service integration. The distractors are weakened because they focus on value, simplicity, or efficiency, not holistic integration.
Q19. Which service management dimension is focused on an organization's relationships with other organizations in order to deliver its services?
Answer: C. Partners and suppliers
The correct answer proves the 'partners and suppliers' dimension's focus on external relationships. The distractors are weakened because they describe internal resources, technology, or processes.
Q20. Which of these are a key focus of the 'value streams and processes' dimension?
Answer: B. Activities that transform inputs into outputs
The correct answer proves that value streams and processes focus on activities that transform inputs into outputs. The elimination cue is that other options describe workflow, roles, or contracts, not the core transformation activity.
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