ITIL 4 Foundation Practice Test

ITILFND-V4 exam Format | Course Contents | Course Outline | exam Syllabus | exam Objectives

The ITIL 4 Foundation qualification is intended to introduce candidates to the management of modern IT-enabled
services- to provide them with an understanding of the common language and key concepts- and to show them
how they can Boost their work and the work of their organization with ITIL 4 guidance. Furthermore- the
qualification will provide the candidate with an understanding of the ITIL 4 service management framework and
how it has evolved to adopt modern technologies and ways of working.
The ITIL 4 Foundation examination is intended to assess whether the candidate can demonstrate sufficient recall
and understanding of the ITIL 4 service management framework- as described in the syllabus below- to be
awarded the ITIL 4 Foundation qualification. The ITIL 4 Foundation qualification is a prerequisite for the ITIL 4
higher level qualifications- which assess the candidates ability to apply their understanding of the relevant parts
of the ITIL framework in context.

Material allowed None This is a ‘closed book exam. The ITIL Foundation publication- ITIL 4
edition- should be used for study- but is NOT permitted to be used in the exam.
Exam duration : 60 minutes Candidates taking the exam in a language that is not their native or working language may be awarded 25% extra time- i.e. 75 minutes in total.
Number of marks : 40 marks There are 40 questions- each worth 1 mark. There is no negative marking.
Provisional Pass mark : 26 marks You will need to get 26 questions correct (65%) to pass the exam.
Level of thinking Blooms levels 1 & 2 “Blooms level” describes the type of thinking needed to answer the
question. For Blooms level 1 questions- you need to recall information about the ITIL 4 service management framework. For Blooms 2 questions- you need to show understanding of these concepts.
Question types Classic- Negative- Missing word- & List
The questions are all ‘multiple choice.
For the ‘standard questions- you have a question and four answer options.
‘Negative questions are ‘standard question in which the stem is negatively worded.
For the ‘missing word questions- there is a sentence with a word missing and you have to select the missing word from four options.
For the ‘list questions- there is a list of four statements and you have to select two correct statements from the list.

The table below gives a summary of the concepts that are tested in the exam- and the main parts of the
manual in which these are described. The book references refer to the section stated- but not the
subsections within that section- unless stated. The verb for each assessment criterion indicates the Blooms
level (BL): ‘Recall/‘Define indicates Level 1 basic recall and recognition- ‘Describe/‘Explain- indicates
Level 2 understanding/comprehension.

1.1 Recall the definition of:
a) Service
b) Utility
c) Warranty
d) Customer
e) User
f) Service management
g) Sponsor
1.2 Describe the key concepts of creating value with services:
a) Cost
b) Value
c) Organization
d) Outcome
e) Output
f) Risk
g) Utility
h) Warranty
1.3 Describe the key concepts of service relationships:
a) Service offering
b) Service relationship management
c) Service provision
d) Service consumption
2.1 Describe the nature- use and interaction of the guiding principles
2.2 Explain the use of the guiding principles (4.3):
a) Focus on value (4.3.1 – 4.3.1.4)
b) Start where you are (4.3.2 – 4.3.2.3)
c) Progress iteratively with feedback (4.3.3 – 4.3.3.3)
d) Collaborate and promote visibility (4.3.4 – 4.3.4.4)
e) Think and work holistically (4.3.5 – 4.3.5.1)
f) Keep it simple and practical (4.3.6 – 4.3.6.3)
g) Optimize and automate (4.3.7 – 4.3.7.3)
3.1 Describe the four dimensions of service management (3):
a) Organizations and people (3.1)
b) Information and technology (3.2)
c) Partners and suppliers (3.3)
d) Value streams and processes (3.4-3.4.2)
4.1 Describe the ITIL service value system (4.1)
5.1 Describe the interconnected nature of the service value chain and how this supports value streams (4.5)
5.2 Describe the purpose of each value chain activity:
a) Plan
b) Improve
c) Engage
d) Design & transition
e) Obtain/build
f) Deliver & support
6.1 Recall the purpose of the following ITIL practices:
a) Information security management (5.1.3)
b) Relationship management (5.1.9)
c) supplier management (5.1.13)
d) IT asset management (5.2.6)
e) Monitoring and event management (5.2.7)
f) Release management (5.2.9)
g) Service configuration management (5.2.11)
h) Deployment management (5.3.1)
i) Continual improvement (5.1.2)
j) Change enablement (5.2.4)
k) Incident management (5.2.5)
l) Problem management (5.2.8)
m) Service request management (5.2.16)
n) Service desk (5.2.14)
o) Service level management (5.2.15)
6.2 Recall definitions of the following ITIL terms:
a) IT asset
b) Event
c) Configuration item
d) Change
e) Incident
f) Problem
g) Known error
7.1 Explain the following ITIL practices in detail- excluding how they fit within the service value chain:
a) Continual improvement (5.1.2) including:
- The continual improvement model (4.6- fig 4.3)
b) Change enablement (5.2.4)
c) Incident management (5.2.5)
d) Problem management (5.2.8)
e) Service request management (5.2.16)
f) Service desk (5.2.14)
g) Service level management (5.2.15 – 5.2.15.1)

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Question: 562
Which dimension considers how knowledge assets should be protected?
A . Organizations and people
B . Partners and suppliers
C . Information and technology
D . Value streams and processes
Answer: C
Question: 563
Which guiding principle recommends standardizing and streamlining manual tasks?
A . Optimize and automate
B . Collaborate and promote visibility
C . Focus on value
D . Think and work holistically
Answer: A
Question: 564
What are �engage�, �plan� and �improve� examples of?
A . Service value chain activities
B . Service level management
C . Service value chain inputs
D . Change control
Answer: A
Question: 565
Which is included in the purpose of the �design and transition� value chain activity?
A . Ensuring that service components are available when needed
B . Providing transparency and good stakeholder relationships
C . Supporting services according to specifications
D . Continually meeting stakeholder expectations for costs
Answer: D
Question: 566
Which describes a set of defined steps for implementing improvements?
A . The �improve� value chain activity
B . The �continual improvement register�
C . The �continual improvement model�
D . The �engage� value chain activity
Answer: C
Question: 567
Ann, a member of the finance department at a large corporation, has submitted a suspicious email she received to the
information security team. The team was not expecting an email from Ann, and it contains a PDF file inside a ZIP
compressed archive. The information security learn is not sure which files were opened. A security team member uses
an air-gapped PC to open the ZIP and PDF, and it appears to be a social engineering attempt to deliver an exploit.
Which of the following would provide greater insight on the potential impact of this attempted attack?
A . Run an antivirus scan on the finance P
C . Use a protocol analyzer on the air-gapped P
E . Perform reverse engineering on the document.
F . Analyze network logs for unusual traffic.
G . Run a baseline analyzer against the user�s computer.
Answer: C
Question: 568
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the
customer having to manage specific costs and risks?
A . Service management
B . Continual improvement
C . A service
D . An IT asset
Answer: C
Question: 569
Which is NOT a component of the service value system?
A . The guiding principles
B . Governance
C . Practices
D . The four dimensions of service management
Answer: D
Question: 570
Which statement about emergency changes is CORRECT?
A . The testing of emergency can be eliminated in order to implement the change quickly
B . The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly
C . Emergency changes should be authorized and implemented as service requests
D . Emergency changes must be fully documented before authorization and implementation
Answer: B
Question: 571
Which is a key requirement for a successful service level agreement?
A . It should be written in legal language
B . It should be simply written and easy to understand
C . It should be based on the service provider�s view of the service
D . It should relate to simple operational metrics
Answer: B
Question: 572
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
A . Start where you are
B . Collaborate and promote visibility
C . Keep it simple and practical
D . Optimize and automate
Answer: C
Question: 573
What is a recommendation of the �focus on value� guiding principle?
A . Make �focus on value� a responsibility of the management
B . Focus on the value of new and significant projects first
C . Focus on value for the service provider first
D . Focus on value at every step of the improvement
Answer: D
Question: 574
Which is a service request?
A . Requesting a workaround for an issue
B . Requesting information about how to create a document
C . Requesting an enhancement to an application
D . Requesting investigation of a degraded service
Answer: B
Question: 575
Which is NOT a component of the service value system?
A . The guiding principles
B . Governance
C . Practices
D . The four dimensions of service management
Answer: D
Question: 576
Which is part of service provision?
A . The management of resources configured to deliver the service
B . The management of resources needed to consume the service
C . The grouping of one or more services based on one or more products
D . The joint activities performed to ensure continual value co-creation
Answer: A
Question: 577
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service
requests?
A . Change control
B . IT asset management
C . Service desk
D . Service request management
Answer: D
Question: 578
When should a full risk assessment and authorization be carried out for a standard change?
A . Each time the standard change is implemented
B . When the procedure for the standard change is created
C . At least once a year
D . When an emergency change is requested
Answer: B
Question: 579
Which statement about outcomes is CORRECT?
A . An outcome can be enabled by more than one output
B . Outcomes are how the service performs
C . An output can be enabled by one or more outcomes
D . An outcome is a tangible or intangible activity
Answer: A
Question: 580
What is warranty?
A . Assurance that a product or service will meet agreed requirements
B . The amount of money spent on a specific activity or resource
C . The functionality offered by a product or service to meet a particular need
D . The perceived benefits, usefulness and importance of something
Answer: A
Question: 581
Which practice has a purpose that includes ensuring that risks have been properly assessed?
A . Service configuration management
B . Problem management
C . Service level management
D . Change control
Answer: D
Question: 582
Which statement about a �continual improvement register� is CORRECT?
A . It should be managed at the senior level of the organization
B . It should be used to capture user demand
C . There should only be one for the whole organization
D . It should be re-prioritized as ideas are documented
Answer: D
Question: 583
Which is included in the purpose of the �design and transition� value chain activity?
A . Ensuring that service components are available when needed
B . Providing transparency and good stakeholder relationships
C . Supporting services according to specifications
D . Continually meeting stakeholder expectations for costs
Answer: D
Question: 584
Which statement about service desks is CORRECT?
A . The service desk should work in close collaboration with support and development teams
B . The service desk should rely on self-service portals instead of escalation to support teams
C . The service desk should remain isolated from technical support teams
D . The service desk should escalate all technical issues to support and development teams
Answer: A
Question: 585
Which statement about the steps to fulfill a service request is CORRECT?
A . They should be complex and detailed
B . They should be well-known and proven
C . They should include incident handling
D . They should be brief and simple
Answer: B
Question: 586
Which statement about emergency changes is CORRECT?
A . The testing of emergency can be eliminated in order to implement the change quickly
B . The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly
C . Emergency changes should be authorized and implemented as service requests
D . Emergency changes must be fully documented before authorization and implementation
Answer: B
Question: 587
What are �engage�, �plan� and �improve� examples of?
A . Service value chain activities
B . Service level management
C . Service value chain inputs
D . Change control
Answer: A
Question: 588
Which practice coordinates the classification, ownership and communication of service requests and incidents?
A . supplier management
B . Service desk
C . Problem management
D . Relationship management
Answer: B
Question: 589
Which practice updates information relating to symptoms and business impact?
A . Service level management
B . Change control
C . Service request management
D . Incident management
Answer: D
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