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 purpose of the 'relationship management' practice?. Follow @CertPunch and visit certpunch.com for more certification practice videos and study content.
Chapters:
00:00 Intro
00:31 Question 1 of 20
01:39 Question 2 of 20
02:52 Question 3 of 20
03:45 Question 4 of 20
04:47 Question 5 of 20
05:50 Question 6 of 20
06:38 Question 7 of 20
07:16 Question 8 of 20
08:00 Question 9 of 20
08:49 Question 10 of 20
09:43 Question 11 of 20
10:28 Question 12 of 20
11:20 Question 13 of 20
12:18 Question 14 of 20
12:58 Question 15 of 20
14:03 Question 16 of 20
14:41 Question 17 of 20
15:15 Question 18 of 20
16:06 Question 19 of 20
17:05 Question 20 of 20
What you will practice
- What is the purpose of the 'relationship management' practice?
- What is the purpose of 'supplier management'?
- What is defined as the practice of aligning an organization's practices and services with changing business n…
- What is the purpose of the 'problem management' practice?
- You have been assigned to a team that has been asked to identify how your consumers use a particular service…
- What is true about the service desk?
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 purpose of the 'relationship management' practice?
Answer: A. Establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels
The correct answer proves that relationship management manages links with stakeholders at strategic and tactical levels. Option D is a distractor that describes the purpose of supplier management practice.
Q2. What is the purpose of 'supplier management'?
Answer: D. To ensure that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services
The correct answer proves that supplier management ensures seamless, quality products and services from suppliers. Option B is a distractor that describes marketing and selling activities, not performance management.
Q3. What is defined as the practice of aligning an organization's practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and servi…
Answer: C. Continual improvement
The correct answer proves that continual improvement aligns services with changing business needs. Options A, B, and D are specific management practices, not the overarching improvement discipline.
Q4. What is the purpose of the 'problem management' practice?
Answer: D. Reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
The correct answer proves that problem management reduces incidents by identifying root causes. Option C is a distractor that describes the purpose of incident management.
Q5. You have been assigned to a team that has been asked to identify how your consumers use a particular service, what the service helps them to do, and how the service helps them to identify their goals. Which of the guiding principles should…
Answer: A. Focus on value
The correct answer proves that focusing on value means understanding the consumer's perspective and goals. Options B, C, and D are about process and collaboration, not consumer value.
Q6. What is true about the service desk?
Answer: B. Service desks should be designed based on your organization, its business processes, and the user requirements
The service desk should be designed based on the organization's needs and user requirements, not by a rigid model like local or virtual.
Q7. What activity is the main channel for communication and collaboration with users?
Answer: B. Service desk
The service desk is the single point of contact and main channel for operational communication and collaboration between users and the service provider.
Q8. Identify the missing word in the following sentence. [?] management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.
Answer: C. Incident
The correct answer proves that incident management focuses on restoring service quickly. Options A and D are related to performance and root cause analysis, not immediate restoration.
Q9. Identify the missing word in the following sentence. Service [?] management is the practice of setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed…
Answer: D. Level
The correct answer proves that service level management sets clear targets. Options A, B, and C are separate practices focused on capacity, uptime, and requests, not performance targets.
Q10. Your organization is preparing to launch a new service. Your manager is concerned that there is a possibility that something bad might happen which could cause the service to fail and the desired outcome won't be achieved. What term best d…
Answer: B. Risks
The correct answer proves that risk is the uncertainty of achieving objectives. Option A is a result, and C is a resource expenditure, not the concern about failure.
Q11. Fill in the blank. [?] is/are defined as a recommendation that can guide an organization in all circumstances and will guide organizations when adopting service management.
Answer: A. Guiding principles
The correct answer proves that guiding principles are recommendations for all circumstances. Options B and C are components of the ITIL framework, not universal recommendations.
Q12. What is the definition of utility?
Answer: C. The functionality offered by a product or service to meet a particular need
The correct answer proves the definition of utility as functionality. The distractors are eliminated by knowing warranty is assurance, risk is a possible event, and a deliverable is an output.
Q13. What is the definition of an IT asset?
Answer: B. Any valuable component that can contribute to the delivery of an IT product or service
The correct answer proves that an IT asset is a valuable component. The distractor about a service definition is eliminated because a service is the means, not the asset.
Q14. Identify the missing word(s) in the following sentence. A(n) [?] is any component that needs to be managed in order to deliver an IT service.
Answer: D. Configuration item
The correct answer proves the definition of a configuration item. The distractor 'Asset' is a close concept, but not the specific term for a managed component.
Q15. During a review of the New Account Creation process at your company, you determine that the current process requires 15 steps to create a new account. As you analyze each step, you find that steps 3 and 5 provide no value to the process or…
Answer: B. Keep it simple and practical
The 'Keep it simple and practical' principle is demonstrated by removing unnecessary steps. The trap is confusing this with 'Focus on value', which is a broader concept.
Q16. Which of the following is NOT an activity within the service value chain?
Answer: D. Practice
The six activities are plan, improve, engage, design and transition, obtain/build, and deliver and support. Practice is not an activity.
Q17. Who is responsible for approving a change within the organization?
Answer: D. Change authority
The change authority is defined to authorize changes. The specific role can vary, but this is the functional responsibility.
Q18. How does 'service request management' contribute to the 'deliver and support' value chain activity?
Answer: A. It ensures that users continue to be productive when they need assistance from the service provider
Service request management supports the 'deliver and support' activity by fulfilling user requests to keep them productive when they need assistance.
Q19. What is an example of an action a service request management employee would undertake as part of the 'obtain/build' activity?
Answer: C. Acquiring pre-approved service components to help fulfill service requests
The 'obtain/build' activity involves getting resources needed for service requests. Acquiring pre-approved components is a key part of this activity.
Q20. You are in a quarterly service level management review with your supervisor. The manager asks your supervisor if the service desk has been meeting their SLA target metrics. Your supervisor proudly proclaims that everything is 'green' (mean…
Answer: D. Your supervisor's data is not based on business outcomes
The issue is that operational metrics are being measured instead of business outcomes. Teams often focus on technical targets that don't reflect actual user satisfaction or business value.
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