ITIL Foundation Practice Test-2 (2026) Questions & Mock Test

ITIL Foundation Practice Test-2 (2026)

ITIL Foundation Practice Test-2 (2026) Test your ITIL knowledge with Foundation Mock Test 1 featuring real exam-style questions, verified answers, and clear explanations to help you succeed on your certification exam. ITIL Foundation Practice Questions & Mock Test 2 for 2026 Exam.

Question 5: Correct

What is the purpose of the 'relationship management' practice?

Establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels

(Correct)

Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner

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

Ensuring that an organization's suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services

Explanation

Relationship management is the practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.

Question 6: Correct

What is the purpose of the 'problem management' practice?

Ensuring that services deliver agreed levels of availability or that change can be assessed

Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner

Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible

Reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

(Correct)

Explanation

Problem management is the practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.

Question 10: Correct

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?

Service offering

Service relationship management

(Correct)

Service provision

Service consumption

Explanation

Service relationship management refers to the joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings. In this example, Google is acting as the service provider and Dion Training is acting as the service consumer for the email services. This enables the co-creation of value to Dion Training and aids in their ability to provide email support to their students.

Question 14: Correct

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?

Focus on value

(Correct)

Progress iteratively with feedback

Collaborate and promote visibility

Think and work holistically

Explanation

In order to understand the consumer's perspective of value, it is important that the service provider understand why the consumer uses the service, what the services help them to do, and how the services help them achieve their own goals. The guiding principle that most closely aligns to your team's task is 'focus on value'. 'Focus on value' ensures that everything the organization does should link back, directly or indirectly, to value for itself, its customers, and other stakeholders.

Question 15: Correct

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?

Focus on value

Start where you are

(Correct)

Keep it simple and practical

Optimize and automate

Explanation

Based on the scenario given, this best describes the guiding principle of 'start where you are' because the current state is being investigated and observed directly to ensure it is fully understood before attempting to build a new service. The team manager is attempting to leverage the pre-existing processes and procedures before creating new ones from scratch. He is not attempting to optimize the current service, but simply desires to understand it so they can identify any issues that should be avoided and any good components of the service that may be reused in the new service.

ITIL Foundation Practice Test-1-2026 2 (2026)

Question 23: Correct

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?

Design and transition

Engage

Obtain/build

(Correct)

Deliver and support

Explanation

The 'obtain/build' value chain activity ensures that service components are available when and where they are needed and meet agreed specifications. Configuration of the devices based upon the designs provided would best be classified as an action that occurs during the 'obtain/build' value chain activity.

Question 25: Correct

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?

Standard

Normal

(Correct)

Emergency

Routine

Explanation

Normal changes are changes which need to be scheduled, assessed, and authorized following a standard process. These changes are not considered routine (like a standard change). They are also not considered urgent and don't need to be implemented as soon as possible to recover from an incident (like an emergency change). In this example, the system is currently working perfectly fine, but you want to add a new function/feature to improve it. This should go through the normal change process. (Note: Routine is not a type of change in ITIL 4.)

Question 29: Correct

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?

It can provide automated resolution and closure of complex incidents

It can ensure that incidents are resolved within the agreed upon timeframe in the service level agreement (SLA)

It can provide automated matching of incidents to problems or known errors

(Correct)

The system can provide specialized knowledge for solving complicated incidents

Explanation

Modern IT service management tools can provide automated matching of incidents to other incidents, problems, or known errors. While the tools may help with resolving incidents faster, they cannot automatically ensure that incidents are resolved within the agreed timeframes from the SLA.

Question 32: Correct

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?

Known error

(Correct)

Workaround

Problem

Incident

Explanation

A known error is a problem that has been analyzed but has not been resolved. Since the issue is known (the network switch is broken and must be replaced), but not resolved (awaiting a new switch to arrive and be configured), this is a known error.

Question 37: Correct

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?

Your supervisor's data is based on operational metrics

Your supervisor's data is based on business metrics

Your supervisor's data is based on availability metrics

Your supervisor's data is not based on business outcomes

(Correct)

Explanation

Often, service level management reviews show as a 'watermelon', all green on the outside and red on the inside. This means that teams are often measuring the wrong things. For example, if you are measuring the uptime of a single server, this isn't important to the end user or business objective or outcome. Instead, there should be a balanced 'bundle' of metrics to properly account for the business objectives as defined by outcomes and not simply operational metrics.

Question 39: Correct

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?

Plan

Improve

Engage

(Correct)

Obtain/build

Explanation

Engage focuses on problems that have a significant impact on services will be visible to customers and users. In some cases, customers may wish to be involved in problem prioritization, and the status and plans for managing problems should be communicated. Workarounds are often presented to users via a service portal. The purpose of engage value chain activity is to provide continual engagement with all stakeholders.

Question 40: Correct

What is an example of an action a service request management employee would undertake as part of the 'design and transition' activity?

Ensuring users continue to be productive when they need assistance from the service provider

Collecting user-specific requirements, setting expectations, and providing status updates

Acquiring pre-approved service components to help fulfill service requests

Initiating standard changes to fulfill service requests

(Correct)

Explanation

This is the 'design and transition' activity. Standard changes to services can be initiated and fulfilled as service requests.

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