peoplecert itil 4 foundation practice test

ITIL 4 Foundation

Last exam update: Dec 25 ,2025
Page 1 out of 37. Viewing questions 1-15 out of 542

Question 1

Which ITIL guiding principle recommends using existing services, processes and tools when
improving
services?

  • A. Progress iteratively with feedback
  • B. Keep is simple and practical
  • C. Start where you are
  • D. Focus on value
Mark Question:
Answer:

C


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Question 2

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
Mark Question:
Answer:

D


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Question 3

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
Mark Question:
Answer:

B


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Question 4

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
Mark Question:
Answer:

B


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Question 5

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
Mark Question:
Answer:

B


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Question 6

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
Mark Question:
Answer:

A


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Question 7

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
Mark Question:
Answer:

A


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Question 8

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
Mark Question:
Answer:

D


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Question 9

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
Mark Question:
Answer:

A


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Question 10

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
Mark Question:
Answer:

A


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Question 11

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
Mark Question:
Answer:

A


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Question 12

Which practice updates information relating to symptoms and business impact?

  • A. Service level management
  • B. Change control
  • C. Service request management
  • D. Incident management
Mark Question:
Answer:

D


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Question 13

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
Mark Question:
Answer:

D


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Question 14

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
Mark Question:
Answer:

D


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Question 15

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
Mark Question:
Answer:

D


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