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This page has 7 Refer to the Exhibit Practice Questions scenario questions for the ITIL4F exam, each with detailed explanations and wrong-answer analysis.

How should I approach ITIL4F scenario questions?

Read the full scenario before looking at the answer options. Identify the constraint or requirement in the scenario, then eliminate options that are generally true but wrong for this specific case. Scenario questions reward careful reading over pattern matching.

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Refer to the Exhibit Practice Questions

Practise ITIL 4 Foundation practice questions — original exam-style scenarios covering every exam domain, with detailed explanations, wrong-answer analysis, and common exam traps.

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scenario questions

ITIL4F

exam code

PeopleCert

vendor

Scenario guide

How to approach refer to the exhibit practice questions

Practise exhibit-style questions that ask you to read a topology, table, command output or diagram before choosing the best answer.

Quick answer

Exhibit-style questions test whether you can read a topology, command output, diagram or table before choosing the best answer.

How to extract the relevant detail from an exhibit.

How topology, command output or routing information affects the answer.

How to avoid answering from memory before reading the evidence.

How to map the exhibit back to the exam objective.

Practice scenarios

Question 1hardmultiple choice

Full question →

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.

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.

Full breakdown with real-world context →

Question 2easymultiple choice

Full question →

The exhibit shows a change request. What is the next step in the change enablement process for this change?

Exhibit

Refer to the exhibit.
```
Change: CHG00123
Type: Normal
Status: Pending Approval
Risk: Medium
```

A
Submit the change to the change authority for approval
The change authority must review and approve the change before implementation.
B
Roll back the change
Why wrong: Roll back is for after implementation if issues arise.
C
Implement the change immediately
Why wrong: Implementation should happen after approval.
D
Close the change record
Why wrong: Closing is premature without implementation.

Full breakdown with real-world context →

Question 3hardmultiple choice

Full question →

Refer to the exhibit. The monthly report shows that the availability target was met but the response time target was not. What should the service provider do to improve response time?

Exhibit

Refer to the exhibit.

Service Level Agreement (SLA) excerpt:
Service: Online Banking
Availability Target: 99.9% uptime per month
Response Time: 95% of transactions under 2 seconds

Monthly Report:
Uptime: 99.95%
Transactions under 2 seconds: 93%

Incident Record: INC-456
Description: Slow transaction processing on March 15
Priority: Medium
Status: Closed

A
Close the incident as it is resolved and focus on other issues
Why wrong: Closing the incident without analysis would miss the opportunity to prevent recurrence.
B
Increase the response time target to 99%
Why wrong: Increasing the target would not improve actual performance; it would make the target harder to achieve.
C
Adjust the availability target to 99.95%
Why wrong: Availability is already above target; adjusting it does not address response time.
D
Analyze the incident from March 15 to identify the root cause of slow transactions
Analyzing the incident can reveal performance bottlenecks and help improve response time.

Full breakdown with real-world context →

Question 4mediummultiple choice

Full question →

The exhibit shows a service level agreement (SLA) target and current performance. Which action should be taken to address this?

Exhibit

Refer to the exhibit.
```
SLA: Gold Support
Target: 99.9% Availability
Current: 99.5% Availability
```

A
Penalize the service provider financially
Why wrong: Penalties may be part of contract but not the immediate constructive action.
B
Ignore the gap as it is within acceptable tolerance
Why wrong: The gap is significant (0.4%) and should be addressed.
C
Renegotiate the SLA to lower the target
Why wrong: Renegotiation may be considered but first try to improve performance.
D
Investigate and implement improvements to increase availability
Improving availability aligns with the target.

Full breakdown with real-world context →

Question 5easymultiple choice

Full question →

Refer to the exhibit. The ITIL Foundation training materials list the seven guiding principles. Which option is NOT among them?

Exhibit

Refer to the exhibit.

Service Value System (SVS) component: Guiding Principles

Which of the following is NOT one of the ITIL guiding principles?

A
Focus on value
Why wrong: This is a valid ITIL guiding principle.
B
Keep it simple and practical
Why wrong: This is a valid ITIL guiding principle.
C
Optimize and automate
Why wrong: This is a valid ITIL guiding principle.
D
Manage risk at all times
This is not one of the seven ITIL guiding principles.

Full breakdown with real-world context →

Question 6mediummultiple choice

Full question →

Refer to the exhibit. The service desk has resolved a high-priority incident by restarting the mail server, but the problem record shows three related incidents. What should the problem manager do next?

Exhibit

Refer to the exhibit.

Incident Report:
Incident ID: INC-001
Service: Email Service
Priority: High
Status: Resolved
Resolution: Restarted mail server; root cause not identified

Problem Record:
Problem ID: PRB-001
Incident(s): INC-001, INC-002, INC-003
Status: Under Investigation
Root Cause: Pending
Workaround: None

A
Analyze the incidents to identify the root cause and define a workaround
Problem Management should analyze incidents to find root cause and propose a workaround.
B
Escalate the problem to a higher priority
Why wrong: Escalating priority does not solve the problem; it may be already appropriately prioritized.
C
Close the problem record as the incidents are resolved
Why wrong: Closing the record without root cause analysis would not prevent future incidents.
D
Implement a permanent solution immediately
Why wrong: A permanent solution requires root cause identification; it cannot be implemented immediately without analysis.

Full breakdown with real-world context →

Question 7hardmultiple choice

Read the full NAT/PAT explanation →

Refer to the exhibit. A change order to patch a security vulnerability on WebServer01 has been approved. The IT manager is the change authority. During implementation, it is discovered that the patch requires a reboot, which will cause an outage for the OrderApp application. What is the MOST appropriate action?

Exhibit

Refer to the exhibit.

Configuration item: WebServer01
Status: Active
Category: Software
Location: Datacenter A
Relationships:
  - Is connected to: NetworkSwitch03
  - Runs on: VirtualHost01
  - Is used by: Application: OrderApp

Change order: CHG00123
Requested by: John.Smith
Change authority: IT Manager
Justification: Upgrade OS to patch security vulnerability
Risk level: Low
Status: Approved

A
Inform the IT manager and ask for a decision on whether to proceed.
The IT manager is the change authority and can reassess based on new information.
B
Escalate to the change advisory board (CAB) for a new approval.
Why wrong: The change authority is the IT manager, not the CAB, and the risk is still low; escalation is unnecessary.
C
Proceed with the change as planned, since the change is already approved.
Why wrong: The approval did not consider the reboot outage, so proceeding could cause unexpected downtime.
D
Cancel the change and request a new one with updated information.
Why wrong: This is too drastic; the change can be reassessed without canceling.

Full breakdown with real-world context →

These ITIL4F practice questions are part of Courseiva's free PeopleCert certification practice question bank. Courseiva provides original exam-style ITIL4F questions with detailed explanations, topic-based practice, mock exams, readiness tracking, and study analytics.

Refer to the Exhibit Practice Questions

How to approach refer to the exhibit practice questions

Quick answer

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Practice scenarios

Based on the exhibit, which statement best describes the relationship between the incident and problem reports?

Exhibit

The exhibit shows a change request. What is the next step in the change enablement process for this change?

Exhibit

Refer to the exhibit. The monthly report shows that the availability target was met but the response time target was not. What should the service provider do to improve response time?

Exhibit

The exhibit shows a service level agreement (SLA) target and current performance. Which action should be taken to address this?

Exhibit

Refer to the exhibit. The ITIL Foundation training materials list the seven guiding principles. Which option is NOT among them?

Exhibit

Refer to the exhibit. The service desk has resolved a high-priority incident by restarting the mail server, but the problem record shows three related incidents. What should the problem manager do next?

Exhibit

Exhibit