ITIL 4 Foundation (Practice Exam 2)
Dear All, ITIL 4 Foundation Practice Exam 2 (2026) – 40 Free Mock Questions with Answers & Explanations.
Question 1:
What is the definition of
utility?
a)
The assurance that a product or service will meet agreed requirements
b)
A possible event that could cause harm or loss, or make it more difficult
to achieve objectives
c)
The functionality offered by a product or service to meet a particular
need
d)
A tangible or intangible deliverable that is produced by carrying out an
activity
Question 2:
Identify the missing word(s)
in the following sentence. A customer is a person who defines the requirements
for a service and takes responsibility for the [?] of service consumption.
a)
Outcomes
b)
Cost
c)
Outputs
d)
Benefits
Question 3:
What is the definition of an
IT asset?
a)
A particular set of settings or options on a given piece of equipment
b)
Any valuable component that can contribute to the delivery of an IT
product or service
c)
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
d)
Any component that needs to be managed in order to deliver an IT service
Question 4:
Identify the missing word(s)
in the following sentence. A(n) [?] is any component that needs to be managed
in order to deliver an IT service.
a)
Product
b)
Outputs
c)
Asset
d)
Configuration item
Question 5:
What is the purpose of the
'relationship management' practice?
a)
Establishing and nurturing links between an organization and its
stakeholders at strategic and tactical levels
b)
Supporting the agreed quality of a service by handling all pre-defined,
user-initiated service requests in an effective and user-friendly manner
c)
Setting clear business-based targets for service performance so that the
delivery of a service can be properly assessed, monitored, and managed against
these targets
d)
Ensuring that an organization's suppliers and their performance levels are
managed appropriately to support the provision of seamless quality products and
services
Question 6:
What is the purpose of the
'problem management' practice?
a)
Ensuring that services deliver agreed levels of availability or that
change can be assessed
b)
Supporting the agreed quality of a service by handling all pre-defined,
user-initiated service requests in an effective and user-friendly manner
c)
Minimizing the negative impact of incidents by restoring normal service
operation as quickly as possible
d)
Reducing the likelihood and impact of incidents by identifying actual and
potential causes of incidents, and managing workarounds and known errors
Question 7:
Identify the missing word in
the following sentence. [?] management is the practice of minimizing the
negative impact of incidents by restoring normal service operation as quickly
as possible.
a)
Availability
b)
Event
c)
Incident
d)
Problem
Question 8:
What is defined as the
practice of aligning an organization's practices and services with changing
business needs through the ongoing identification and improvement of all
elements involved in the effective management of products and services?
a)
Service level management
b)
Service request management
c)
Continual improvement
d)
Capacity and performance management
Question 9:
Identify the missing word in
the following sentence. Service [?] management is the practice of setting clear
business-based targets for service performance so that the delivery of a
service can be properly assessed, monitored, and managed against these targets.
a)
Capacity
b)
Availability
c)
Request
d)
Level
Question 10:
Dion Training has decided not
to run their own email servers. Instead, Dion Training pays a monthly service
fee to Google's G-Suite to provide email services to the company so that Dion
Training can receive emails from its students. What best describes this
co-creation of value by Dion Training and Google in order to provide email
support to Dion Training's students?
a)
Service offering
b)
Service relationship management
c)
Service provision
d)
Service consumption
Question 11:
What term best describes the
perceived benefits, usefulness, and importance of something?
a)
Utility
b)
Warranty
c)
Outcome
d)
Value
Question 12:
Your organization is
preparing to launch a new service. Your manager is concerned that there is a
possibility that something bad might happen which could cause the service to
fail and the desired outcome won't be achieved. What term best describes your manager's
concerns?
a)
Outputs
b)
Risks
c)
Costs
d)
Utility
Question 13:
Fill in the blank. [?] is/are
defined as a recommendation that can guide an organization in all circumstances
and will guide organizations when adopting service management.
a)
Guiding principles
b)
Service value chain
c)
Focus on value
d)
Governance
Question 14:
You have been assigned to a
team that has been asked to identify how your consumers use a particular
service, what the service helps them to do, and how the service helps them to
identify their goals. Which of the guiding principles should best be applied in
your situation?
a)
Focus on value
b)
Progress iteratively with feedback
c)
Collaborate and promote visibility
d)
Think and work holistically
Question 15:
Your organization is
currently running a web hosting service, but it is not providing sufficient
utility and warranty. In order to fix this, a team has been assembled and asked
to design a new web hosting service. The team manager suggests that the team first
look at the existing service and its processes before they begin to design the
new service. What guiding principle is being followed by the team manager?
a)
Focus on value
b)
Start where you are
c)
Keep it simple and practical
d)
Optimize and automate
Question 16:
Which guiding principle is
focused on involving the right people in the correct roles in order to get
additional buy-in for the project and increase the likelihood of long-term
success?
a)
Collaborate and promote visibility
b)
Focus on value
c)
Progress iteratively with feedback
d)
Optimize and automate
Question 17:
During a review of the New
Account Creation process at your company, you determine that the current
process requires 15 steps to create a new account. As you analyze each step,
you find that steps 3 and 5 provide no value to the process or the organization.
Based on which guiding principle should you eliminate steps 3 and 5 from the
process?
a)
Think and work holistically
b)
Keep it simple and practical
c)
Optimize and automate
d)
Focus on value
Question 18:
What refers to the use of
technology to perform a step or series of steps correctly and consistently with
limited or no human involvement?
a)
Automation
b)
Optimization
c)
Value
d)
Utility
Question 19:
Which service management
dimension is focused on the roles and responsibilities of the people involved
in a process' workflow?
a)
Organizations and people
b)
Information and technology
c)
Partners and suppliers
d)
Value streams and processes
Question 20:
Which service management
dimension is focused on the communication systems and knowledge bases used by
employees?
a)
Organizations and people
b)
Information and technology
c)
Partners and suppliers
d)
Value streams and processes
Question 21:
Which ITIL concept describes
practices?
a)
Seven guiding principles
b)
Service value system
c)
Service value chain
d)
Four dimensions of service management
Question 22:
Which of the following is NOT
an activity within the service value chain?
a)
Plan
b)
Engage
c)
Delivery and Support
d)
Practice
Question 23:
Your company has recently
engaged a new supplier to provide you with 3 routers that will handle 1 Gbps of
throughput. They are scheduled for installation in three months. Your team is
currently configuring the devices in preparation for installation into the
network architecture based upon the design requirements. Which value chain
activity would best categorize your configuration actions in this scenario?
a)
Design and transition
b)
Engage
c)
Obtain/build
d)
Deliver and support
Question 24:
Management has set a goal to
reduce the number of physical servers in the datacenter by 10% this year. Your
team is responsible for creating a plan to migrate 50% of the physical servers
into virtualized systems. Which step of the continual improvement model are you
currently working on?
a)
Where do we want to be
b)
How do we get there
c)
Where are we now
d)
Take action
Question 25:
You are working as part of an
improvement initiative and your team would like to release a new module into
the existing Customer Relationship Management system. Which type of change
should you initiate?
a)
Standard
b)
Normal
c)
Emergency
d)
Routine
Question 26:
What is an emergency change?
a)
A change that doesn't need risk assessment because the procedure has been
pre-authorized
b)
A change that needs to be assessed, authorized, and scheduled by a change
authority
c)
A change that must be implemented as soon as possible because it is
required to resolve an incident or security issue
d)
A change that is assessed, authorized, and scheduled as part of ‘continual
improvement’
Question 27:
Who is responsible for
approving a change within the organization?
a)
CEO
b)
IT Director
c)
Service desk analyst
d)
Change authority
Question 28:
You are attempting to print a
document from your workstation to the network printer in your office. The print
job failed when you attempted to print, so you called the service desk for
assistance. What term best describes your issue?
a)
Problem
b)
Event
c)
Incident
d)
Resolution
Question 29:
Your company has decided to
install a service management tool that provides incident management as one of
its functions. What is the benefit of using an incident management system?
a)
It can provide automated resolution and closure of complex incidents
b)
It can ensure that incidents are resolved within the agreed upon timeframe
in the service level agreement (SLA)
c)
It can provide automated matching of incidents to problems or known errors
d)
The system can provide specialized knowledge for solving complicated
incidents
Question 30:
What is usually included as
part of 'incident management'?
a)
Scripts for collecting initial information about incidents
b)
Detailed procedures for the diagnosis of incidents
c)
Authority to implement changes to a system
d)
Observation of all services and service components to identify any change
in state
ITIL 4 Foundation Practice Exam 2 (2026) – 40 Free Mock Questions with Answers & Explanations
Question 31:
You are working as a service
desk analyst. Within the last hour, you have received 13 calls about users
being unable to log on to the network. There appears to be something wrong with
the domain controller. What would you classify this scenario as?
a)
Incident
b)
Workaround
c)
Problem
d)
Event
Question 32:
The users on the fourth floor
of your building keep calling the service desk to report that their network
connectivity is not working properly. The service desk logs each of these
incidents, but since there are multiple incidents for the same issue, they
forward it to the problem management activity for resolution. During your
analysis, you determine that the network switch that services the entire fourth
floor is broken and will need to be replaced. You checked the current inventory
of spares, but there are none available. It appears this problem will remain
for 24 hours until a new switch can be received and installed. How would you
categorize the issue described in this scenario?
a)
Known error
b)
Workaround
c)
Problem
d)
Incident
Question 33:
How does 'service request
management' contribute to the 'deliver and support' value chain activity?
a)
It ensures that users continue to be productive when they need assistance
from the service provider
b)
It collects user-specific requirements, sets expectations, and provides
status updates
c)
By initiating standard changes to fulfill service requests
d)
It acquires pre-approved service components to help fulfill service
requests
Question 34:
What is an example of an
action a service request management employee would undertake as part of the
'obtain/build' activity?
a)
Analyzing data to identify opportunities to provide new service request
options
b)
Ensuring users continue to be productive when they need assistance from
the service provider
c)
Acquiring pre-approved service components to help fulfill service requests
d)
Initiating standard changes to fulfill service requests
Question 35:
What is true about the
service desk?
a)
Service desks should always be a physical team in a single fixed location
b)
Service desks should be designed based on your organization, its business
processes, and the user requirements
c)
Service desks should always use a virtual service desk to save money
d)
Service desks should always be local to the organization they support
Question 36:
What activity is the main
channel for communication and collaboration with users?
a)
Service level management
b)
Service desk
c)
Incident management
d)
Service request management
Question 37:
You are in a quarterly
service level management review with your supervisor. The manager asks your
supervisor if the service desk has been meeting their SLA target metrics. Your
supervisor proudly proclaims that everything is 'green' (meaning, we are meeting
all of the targets). Just then, another executive asks, "If everything is
showing as 'green', why am I hearing other users complain that the service is
always unavailable for use?" What might be the reason for this?
a)
Your supervisor's data is based on operational metrics
b)
Your supervisor's data is based on business metrics
c)
Your supervisor's data is based on availability metrics
d)
Your supervisor's data is not based on business outcomes
Question 38:
How does 'service level
management' contribute to the 'improve' value chain activity?
a)
Uses feedback from users about the service and requirements from customers
to make the service better
b)
Provides feedback from interactions with customers into new or changed
services
c)
Provides information about the actual service performance and trends
d)
Collects feedback during interactions and communicates service performance
objectives to the operations and support teams
Question 39:
You are working as a service
desk manager. One of your analysts has created a new workaround for a problem
that has been causing issues for users for the last few hours. To ensure all
users across the network are notified of this workaround, you decide to post
the workaround on the front page of your user service portal on the intranet.
During which value chain activity would this occur?
a)
Plan
b)
Improve
c)
Engage
d)
Obtain/build
Question 40:
What is an example of an
action a service request management employee would undertake as part of the
'design and transition' activity?
a)
Ensuring users continue to be productive when they need assistance from
the service provider
b)
Collecting user-specific requirements, setting expectations, and providing
status updates
c)
Acquiring pre-approved service components to help fulfill service requests
d)
Initiating standard changes to fulfill service requests
Answer Key
|
1 |
C |
|
2 |
A |
|
3 |
B |
|
4 |
D |
|
5 |
A |
|
6 |
D |
|
7 |
C |
|
8 |
C |
|
9 |
D |
|
10 |
B |
|
11 |
D |
|
12 |
B |
|
13 |
A |
|
14 |
A |
|
15 |
B |
|
16 |
A |
|
17 |
B |
|
18 |
A |
|
19 |
A |
|
20 |
B |
|
21 |
B |
|
22 |
D |
|
23 |
C |
|
24 |
B |
|
25 |
B |
|
26 |
C |
|
27 |
D |
|
28 |
C |
|
29 |
C |
|
30 |
A |
|
31 |
C |
|
32 |
A |
|
33 |
A |
|
34 |
C |
|
35 |
B |
|
36 |
B |
|
37 |
D |
|
38 |
A |
|
39 |
C |
|
40 |
D |
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