ITIL 4 Foundation Exam Questions & Answers

Practice 23 free ITIL 4 Foundation exam questions with answers and community-discussed explanations. Each question has its own page where you can reveal the correct answer and debate it in the comments.

All 23 questions

1. Q1 What is NOT a phase in problem management?
2. Q2 What does a centralized service desk require?
3. Q3 What is a service level agreement used for?
4. Q4 Your laptop only has a 256GB of SSD storage installed. You have been traveling for work for the last 2 weeks and…
5. Q5 What is the best description of an emergency change?
6. Q6 Which describes the assurance that a product or service will meet agreed requirements?
7. Q7 What is usually included as part of 'incident management'?
8. Q8 Identify the missing word(s) in the following sentence. A user is a person who uses [?].
9. Q9 Which practice seeks to minimize the negative impact of unplanned outages by restoring normal service operation as quickly as possible?
10. Q10 You have been assigned to a team that has been asked to identify how your consumers use a particular service, what the…
11. Q11 Which service management dimension is focused on an organization's relationships with other organizations in order to deliver its services?
12. Q12 How does 'service level management' contribute to the 'obtain/build' value chain activity?
13. Q13 Fill in the blank. The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders through…
14. Q14 Identify the missing word in the following sentence. [?] management is the practice of reducing the likelihood and impact of incidents by…
15. Q15 Which service management dimension is focused on the roles and responsibilities of the people involved in a process' workflow?
16. Q16 Fill in the blank. According to the guiding principles, "Everything that the organization does needs to map, directly or indirectly, to [?]…
17. Q17 What is defined as the practice of planning and managing the full lifecycle of all IT assets?
18. Q18 During a review of the New Account Creation process at your company, you determine that the current process requires 15 steps to…
19. Q19 Which describes outputs?
20. Q20 Which of these are a key focus of the ‘organization and people’ dimension?
21. Q21 Your company's web server is currently experiencing a denial of service attack which is preventing external users from accessing the company's e-commerce…
22. Q22 Which statement about the value chain activities is CORRECT?
23. Q23 What should be included in every service level agreement?

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