Sample questions
ITIL 4 Foundation practice questions
Drag and drop the steps of the problem management process into the correct order.
Drag steps to the numbered slots on the right, or tap a step then tap a slot.
Drag and drop the steps of the change enablement process into the correct order.
Drag steps to the numbered slots on the right, or tap a step then tap a slot.
Drag and drop the steps of the service request management process into the correct order.
Drag steps to the numbered slots on the right, or tap a step then tap a slot.
Drag and drop the steps of the service level management process into the correct order.
Drag steps to the numbered slots on the right, or tap a step then tap a slot.
Drag and drop the steps of the capacity and performance management process into the correct order.
Drag steps to the numbered slots on the right, or tap a step then tap a slot.
Drag and drop the steps of the service desk function in handling a user request into the correct order.
Drag steps to the numbered slots on the right, or tap a step then tap a slot.
What is the role of the Service Desk in ITIL 4?
Trap 1: Authorizing and scheduling changes
This is done by Change Enablement.
Trap 2: Identifying root causes of incidents
This is Problem Management.
Trap 3: Monitoring and reporting on service levels
This is Service Level Management.
- A
Authorizing and scheduling changes
Why wrong: This is done by Change Enablement.
- B
Identifying root causes of incidents
Why wrong: This is Problem Management.
- C
Single point of contact for users reporting incidents and requests
The Service Desk is the SPOC for all user interactions.
- D
Monitoring and reporting on service levels
Why wrong: This is Service Level Management.
A company is experiencing frequent service outages due to unauthorized changes to the production environment. Which ITIL practice would be most effective in preventing these issues?
Trap 1: Incident management
Incident management deals with restoring service after an incident, not preventing unauthorized changes.
Trap 2: Problem management
Problem management identifies root causes of incidents, but does not directly control changes.
Trap 3: Service desk
Service desk is the single point of contact for users, not primarily for change control.
- A
Incident management
Why wrong: Incident management deals with restoring service after an incident, not preventing unauthorized changes.
- B
Change enablement
Change enablement controls the lifecycle of all changes, enabling beneficial changes with minimal disruption.
- C
Problem management
Why wrong: Problem management identifies root causes of incidents, but does not directly control changes.
- D
Service desk
Why wrong: Service desk is the single point of contact for users, not primarily for change control.
An IT department wants to improve the speed of service restoration. Which practice is primarily responsible for this?
Trap 1: Change enablement
Change enablement manages changes, not restoration.
Trap 2: Problem management
Problem management focuses on root cause analysis, not speed of restoration.
Trap 3: Service level management
Service level management negotiates and monitors SLAs, not restoration.
- A
Change enablement
Why wrong: Change enablement manages changes, not restoration.
- B
Incident management
Incident management is responsible for rapid restoration of service.
- C
Problem management
Why wrong: Problem management focuses on root cause analysis, not speed of restoration.
- D
Service level management
Why wrong: Service level management negotiates and monitors SLAs, not restoration.
A company has implemented a new configuration management database (CMDB). Which ITIL practice is most directly supported by an accurate CMDB?
Trap 1: Problem management
Problem management uses CMDB data but is not the primary practice supported.
Trap 2: Incident management
Incident management uses CMDB data but is not the primary practice supported.
Trap 3: Change enablement
Change enablement uses CMDB for impact assessment but is not the direct practice.
- A
Problem management
Why wrong: Problem management uses CMDB data but is not the primary practice supported.
- B
Incident management
Why wrong: Incident management uses CMDB data but is not the primary practice supported.
- C
Change enablement
Why wrong: Change enablement uses CMDB for impact assessment but is not the direct practice.
- D
Service configuration management
Service configuration management maintains information about configuration items and their relationships.
An IT department is transitioning from a project-based to a product-based delivery model. They want to ensure that their services are aligned with business needs and that value is co-created with customers. According to ITIL 4, which component of the Service Value System is most directly responsible for this alignment?
Trap 1: Guiding principles
Guiding principles are recommendations, not a set of activities for value creation.
Trap 2: Governance
Governance evaluates and directs performance but does not directly create value.
Trap 3: Four dimensions of service management
The four dimensions ensure a holistic approach but are not activities.
- A
Guiding principles
Why wrong: Guiding principles are recommendations, not a set of activities for value creation.
- B
Governance
Why wrong: Governance evaluates and directs performance but does not directly create value.
- C
Service value chain
The service value chain is a set of interconnected activities that create value through products and services.
- D
Four dimensions of service management
Why wrong: The four dimensions ensure a holistic approach but are not activities.
A large enterprise is implementing ITIL 4 and wants to ensure that its service management practices are integrated and support end-to-end service delivery. The CIO is concerned that different teams are working in silos. Which component of the Service Value System should the organization focus on to break down silos?
Trap 1: Guiding principles
Guiding principles like 'Collaborate and promote visibility' can help, but the value chain provides the structure.
Trap 2: Four dimensions of service management
The four dimensions ensure a holistic view but are not a process model.
Trap 3: Governance
Governance ensures direction but does not directly integrate teams.
- A
Service value chain
The service value chain outlines the activities needed to co-create value, requiring cross-team collaboration.
- B
Guiding principles
Why wrong: Guiding principles like 'Collaborate and promote visibility' can help, but the value chain provides the structure.
- C
Four dimensions of service management
Why wrong: The four dimensions ensure a holistic view but are not a process model.
- D
Governance
Why wrong: Governance ensures direction but does not directly integrate teams.
A company is implementing a new IT service to support its customer relationship management (CRM) system. The service owner wants to ensure that the service is designed to meet customer needs and deliver value. According to the ITIL Service Value System, which guiding principle should be applied first?
Trap 1: Progress iteratively with feedback
This principle is applied during development and improvement, not as the first step in design.
Trap 2: Keep it simple and practical
This principle helps avoid unnecessary complexity, but value must be defined first.
Trap 3: Start where you are
While important, this principle is about leveraging existing services and processes, not the first consideration in designing a new service.
- A
Progress iteratively with feedback
Why wrong: This principle is applied during development and improvement, not as the first step in design.
- B
Keep it simple and practical
Why wrong: This principle helps avoid unnecessary complexity, but value must be defined first.
- C
Start where you are
Why wrong: While important, this principle is about leveraging existing services and processes, not the first consideration in designing a new service.
- D
Focus on value
This principle ensures that the service is designed to deliver value to customers and stakeholders, which is the primary goal.
Which THREE of the following are activities of the ITIL Service Value Chain?
Trap 1: Audit
Audit is not an activity of the service value chain.
Trap 2: Monitor and control
Monitor and control is not a separate activity; it is embedded in Deliver & Support.
- A
Audit
Why wrong: Audit is not an activity of the service value chain.
- B
Improve
Improve is an activity of the service value chain.
- C
Monitor and control
Why wrong: Monitor and control is not a separate activity; it is embedded in Deliver & Support.
- D
Plan
Plan is an activity of the service value chain.
- E
Engage
Engage is an activity of the service value chain.
A service improvement team has completed step 5 'Take action' and is now assessing whether the improvements have achieved the desired outcomes. According to the ITIL continual improvement model, which step should the team perform next?
Exhibit
Refer to the exhibit. ITIL SVS Continual Improvement Model: 1. What is the vision? 2. Where are we now? 3. Where do we want to be? 4. How do we get there? 5. Take action 6. Did we get there? 7. How do we keep the momentum going?
Trap 1: How do we keep the momentum going?
This step comes after evaluation.
Trap 2: How do we get there?
This step is about planning, not evaluating results.
Trap 3: Where do we want to be?
This step defines the target state, not evaluation.
- A
Did we get there?
This step evaluates whether the improvements achieved the desired outcomes.
- B
How do we keep the momentum going?
Why wrong: This step comes after evaluation.
- C
How do we get there?
Why wrong: This step is about planning, not evaluating results.
- D
Where do we want to be?
Why wrong: This step defines the target state, not evaluation.
Based on the exhibit, which statement best describes the relationship between the incident and problem reports?
Exhibit
Refer to the exhibit. Incident Report: Incident ID: INC-45678 Priority: High Category: Application Description: Users unable to access CRM system after patch deployment. Resolution: Rolled back patch; service restored. Root Cause: Patch conflict with existing configuration. Workaround: None. Problem Report: Problem ID: PRB-12345 Category: Application Description: Recurring CRM access issues after patches. Root Cause: Incompatibility between CRM and security patches. Workaround: Test patches in staging environment before production. Resolution: Implemented automated patch testing in CI/CD pipeline.
Trap 1: The problem report provided a temporary workaround to resolve the…
The problem report's workaround was for testing, not for resolving the incident.
Trap 2: The incident was resolved by implementing the workaround from the…
The incident was resolved by rollback, not by the workaround.
Trap 3: The incident caused the problem, so problem management closed the…
The problem was identified as a known issue, not caused by the incident.
- A
The problem report led to a permanent resolution that should prevent similar incidents.
Problem management identified the root cause and implemented a permanent fix (automated patch testing).
- B
The problem report provided a temporary workaround to resolve the incident.
Why wrong: The problem report's workaround was for testing, not for resolving the incident.
- C
The incident was resolved by implementing the workaround from the problem report.
Why wrong: The incident was resolved by rollback, not by the workaround.
- D
The incident caused the problem, so problem management closed the problem as duplicate.
Why wrong: The problem was identified as a known issue, not caused by the incident.
Match each ITIL 4 dimension to its focus area.
Drag a concept onto its matching description — or click a concept then click the description.
Roles, responsibilities, culture, and skills
Data, applications, and infrastructure
Third-party relationships and contracts
Activities and workflows to achieve objectives
Match each ITIL 4 term related to incidents and problems.
Drag a concept onto its matching description — or click a concept then click the description.
Unplanned interruption or reduction in quality of a service
Root cause of one or more incidents
Temporary solution to restore service until permanent fix is available
A problem with a documented root cause and workaround
A pre-defined request from a user for information or access
What is the PRIMARY purpose of the Service Desk practice?
Trap 1: To manage the lifecycle of IT assets
This is the purpose of IT asset management.
Trap 2: To manage known errors and workarounds
This is part of problem management.
Trap 3: To monitor and manage IT events
This is the purpose of monitoring and event management.
- A
To provide a single point of contact for users
The service desk acts as the SPOC for all user interactions.
- B
To manage the lifecycle of IT assets
Why wrong: This is the purpose of IT asset management.
- C
To manage known errors and workarounds
Why wrong: This is part of problem management.
- D
To monitor and manage IT events
Why wrong: This is the purpose of monitoring and event management.
What is the PRIMARY purpose of the Service Level Management practice?
Which TWO statements about the ITIL change enablement practice are CORRECT?
Trap 1: All changes must be approved by a change advisory board (CAB).
Standard changes are pre-authorized and do not require CAB approval.
Trap 2: The change schedule is used to authorize changes.
The change schedule is used for planning and communication, not authorization.
Trap 3: Normal changes can be implemented without authorization if they are…
Normal changes always require authorization before implementation.
- A
A change authority is a person or group that authorizes a change.
The change authority is defined for each type of change.
- B
All changes must be approved by a change advisory board (CAB).
Why wrong: Standard changes are pre-authorized and do not require CAB approval.
- C
The change schedule is used to authorize changes.
Why wrong: The change schedule is used for planning and communication, not authorization.
- D
Normal changes can be implemented without authorization if they are low risk.
Why wrong: Normal changes always require authorization before implementation.
- E
Change enablement aims to ensure that changes are assessed, prioritized, and implemented in a controlled manner.
This is a core objective of change enablement.
An IT service desk analyst receives a call that users cannot access the CRM system. What should they do FIRST according to ITIL 4?
Trap 1: Escalate the call to the vendor immediately.
Escalation may be necessary later, but the first step is to log the incident.
Trap 2: Analyze the root cause of the problem.
Root cause analysis is part of Problem Management, not the first step.
Trap 3: Submit a change request to modify the CRM system.
Changes are for planned modifications, not immediate service restoration.
- A
Escalate the call to the vendor immediately.
Why wrong: Escalation may be necessary later, but the first step is to log the incident.
- B
Analyze the root cause of the problem.
Why wrong: Root cause analysis is part of Problem Management, not the first step.
- C
Submit a change request to modify the CRM system.
Why wrong: Changes are for planned modifications, not immediate service restoration.
- D
Log an incident record and attempt to restore service.
Incidents are unplanned interruptions; first step is to log and restore.
Which THREE of the following are typically included in the Information and Technology dimension of IT Service Management?
Trap 1: Supplier contracts
Supplier contracts are part of the Partners and Suppliers dimension.
Trap 2: Organisational culture
Organisational culture is part of the Organisations and People dimension.
- A
Knowledge management systems
Knowledge is a component of the Information and Technology dimension.
- B
Cloud infrastructure
Technology infrastructure, including cloud, is part of the Information and Technology dimension.
- C
Supplier contracts
Why wrong: Supplier contracts are part of the Partners and Suppliers dimension.
- D
Information security policies
Information security is explicitly part of the Information and Technology dimension.
- E
Organisational culture
Why wrong: Organisational culture is part of the Organisations and People dimension.
What is the PRIMARY purpose of the 'Improve' value chain activity in the ITIL 4 service value chain?
Trap 1: To coordinate the planning of resources
That is 'Plan' activity.
Trap 2: To obtain or build service components
That is 'Obtain/Build'.
Trap 3: To ensure agreed service levels are delivered
That is the purpose of 'Deliver and Support'.
- A
To coordinate the planning of resources
Why wrong: That is 'Plan' activity.
- B
To obtain or build service components
Why wrong: That is 'Obtain/Build'.
- C
To drive continual improvement of services and practices
Improve focuses on improvement.
- D
To ensure agreed service levels are delivered
Why wrong: That is the purpose of 'Deliver and Support'.
Question Discussion
Share a tip, memory trick, or ask about the reasoning behind this question. Do not post real exam questions, leaked content, braindumps, or copyrighted exam material. Comments are moderated and may be removed without notice.
Sign in to join the discussion.