ITIL Foundation Practice Test-6 (2026) | ITIL Foundation Mock Exam – Practice Test with Answers

ITIL Foundation Practice Test-6 (2026) 

ITIL Foundation Practice Test-6 (2026) Enhance your ITIL Foundation exam preparation using realistic practice questions, detailed answer explanations, and mock exam content created to maximise your certification success. 2026 ITIL Foundation Mock Exam – Practice Test 6 with Answers. 

Question 1: 

Skipped

How does 'service request management' contribute to the 'deliver and support' value chain activity?

·        

It ensures that users continue to be productive when they need assistance from the service provider

(Correct)

·        

It collects user-specific requirements, sets expectations, and provides status updates

·        

It analyzes data to identify opportunities to provide new service request options

·        

By acquiring pre-approved service components

Explanation

This is the 'deliver and support' activity. Deliver and support ensures that users continue to be productive when they need assistance from the service provider.

Question 2: Incorrect

Which is a recommendation of the ‘service desk’ practice?

·        

Service desks should never use technologies such as SMS and chat functions

·        

Service desks should be highly technical functions

·        

Service desks should have a practical understanding of the wider business

(Correct)

·        

Service desks should always be a physical team in a single fixed location

(Incorrect)

Explanation

A good service desk should have a practical understanding of the wider organization, the business processes, and the users.

Question 3: Correct

What does a centralized service desk require?

·        

Walk-in service hours

·        

Robotic process automation

·        

Good workflow systems for routing and escalation

(Correct)

·        

Outsourced employees

Explanation

A centralized service desk requires supporting technologies like workflow systems for routing and escalation, workforce management and resource planning systems, a centralized knowledge base, intelligent telephony systems, automatic call distribution, and remote access tools.

Question 4: Incorrect

How does 'service level management' contribute to the 'deliver and support' value chain activity?

·        

Provides objectives for component and service performance for products and services

·        

Collects feedback during interactions and communicates service performance objectives to the operations and support teams

(Correct)

·        

Provides information about the actual service performance and trends

(Incorrect)

·        

Provides feedback from interactions with customers into new or changed services

Explanation

The 'deliver and support' activity in the service level management practice collects feedback during interactions and communicates service performance objectives to the operations and support teams.

Question 5: Correct

What is a documented agreement between a service provider and a customer that identifies both the services required and the expected level of service?

·        

Memorandum of Understanding

·        

Business Partnership Agreement

·        

Service Level Agreement

(Correct)

·        

Interconnection Service Agreement

Explanation

A service level agreement (SLA) is a documented agreement between a service provider and a customer that identifies both the services required and the expected level of service.

Question 6: Incorrect

Your company has five branch offices located across the country. To support each of these branch offices, a small service desk has been created for each office and it is co-located with the users to whom they are providing service and support. What model of service desk is your company using?

·        

Virtual

·        

Centralized

·        

Follow-the-sun

(Incorrect)

·        

Local

(Correct)

Explanation

A local service desk involves service desk analysts working in a co-located space or building. If your company has multiple locations, then a local service desk could be created at each location instead of relying on one centralized or virtual service desk.

Question 7: Correct

What is the definition of a sponsor?

·        

A person who uses services

·        

A person who authorizes budget for service consumption

(Correct)

·        

A person who works for an organization other than the service provider

·        

A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption

Explanation

A sponsor is a person who authorizes budget for service consumption. This can also be used to describe an organization or individual that provides financial or other support for an initiative.

Question 8: Correct

Identify the missing word(s) in the following sentence. Warranty is the assurance that a product or service will meet [?] requirements.

·        

The contracted

·        

Established

·        

Inexpensive

·        

Agreed

(Correct)

Explanation

The definition of warranty is the assurance that a product or service will meet agreed requirements.

Question 9: Correct

What is the definition of an incident?

·        

The addition, modification, or removal of anything that could have a direct or indirect effect on services

·        

An unplanned interruption to a service or reduction in the quality of a service

(Correct)

·        

A cause, or potential cause, of one or more incidents

·        

A problem that has been analyzed but has not been resolved

Explanation

An incident is an unplanned interruption to a service or reduction in the quality of a service.

Question 10: Incorrect

Identify the missing word(s) in the following sentence. A known error is a(n) [?] that has been analyzed but has not been resolved.

·        

Change

·        

Incident

(Incorrect)

·        

Event

·        

Problem

(Correct)

Explanation

A known error is a problem that has been analyzed but has not been resolved.

Question 11: Incorrect

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

·        

Moving new or changed hardware, software, documentation, processes, or any other service component to live environments

(Incorrect)

·        

Making new and changed services and features available for use

(Correct)

·        

Ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful IT changes

·        

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

Explanation

Release management is the practice of making new and changed services and features available for use.

Question 12: Correct

What is the purpose of the 'change enablement' practice?

·        

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

·        

Making new and changed services and features available for use

·        

Ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful IT changes

(Correct)

·        

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

Explanation

Change enablement is the practice of ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful IT changes.

Question 13: Correct

What is defined as the practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels?

·        

Relationship management

(Correct)

·        

Service request management

·        

Service level management

·        

Service desk

Explanation

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

Question 14: Correct

What is defined as the practice of systematically observing services and service components, and recording and reporting selected changes of state identified as events?

·        

Problem management

·        

Monitoring and event management

(Correct)

·        

Service level management

·        

Incident management

Explanation

Monitoring and event management is the practice of systematically observing services and service components, and recording and reporting selected changes of state identified as events.

Question 15: Correct

Identify the missing word(s) in the following sentence. [?] is the practice of supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.

·        

Problem management

·        

Service desk

·        

Service level management

·        

Service request management

(Correct)

Explanation

Service request management is the practice of supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.

Question 16: Incorrect

As a Dion Training student, your desired outcome from taking the course is to pass your ITIL 4 Foundation exam. As the service provider, Dion Training also measures its success based on the number of students who pass the exam after taking our training. What best describes the activities performed by the service provider (Dion Training) and the service consumer (student) in order to co-create value and reach the desired outcome (the student passing their exam)?

·        

Service offering

·        

Service relationship management

(Correct)

·        

Service provision

(Incorrect)

·        

Service consumption

Explanation

Service relationships 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.

Question 17: Correct

Fill in the blank. A service enables [?] co-creation by facilitating outcomes that customers want to achieve.

·        

Utility

·        

Value

(Correct)

·        

Output

·        

Warranty

Explanation

Value is the perceived benefits, usefulness, and importance of something. A service enables value co-creation by facilitating outcomes that customers want to achieve.

Question 18: Correct

Which describes the assurance that a product or service will meet agreed requirements?

·        

Utility

·        

Warranty

(Correct)

·        

Value

·        

Output

Explanation

Warranty is defined as the assurance that a product or service will meet agreed requirements. When a service has warranty, it is referred to as 'fit for use'.

Question 19: Incorrect

How often should the guiding principles be changed within your organization?

·        

Monthly

·        

Quarterly

·        

Yearly

(Incorrect)

·        

Never

(Correct)

Explanation

Guiding principles are considered universally applicable and enduring. They should never be changed within the organization, but instead provide the organization with 7 areas to always focus on during their continual improvement efforts.

Question 20: Incorrect

What is the main benefit of following the guiding principle of 'progress iteratively with feedback'?

·        

Faster responses to customers and business needs

(Correct)

·        

Overall lower quality in the project

·        

Reduced flexibility

(Incorrect)

·        

Longer periods of time before a product is delivered

Explanation

The guiding principle of 'progress iteratively with feedback' allows for faster responses to customer and business needs.

Question 21: Incorrect

Your team is working on developing a new service and has chosen to use an Agile method of working. As part of this, your team has created an 'information radiator' in the common areas of your floor of the office. This 'information radiator' contains the list of things that must be done in the project, the current status of the project, a listing of risks associated with the project, and the overall objective/goal of the project. Based on the information provided in this scenario, which guiding principle is being demonstrated through the use of this 'information radiator'?

·        

Focus on value

(Incorrect)

·        

Keep it simple and practical

·        

Optimize and automate

·        

Collaborate and promote visibility

(Correct)

Explanation

The guiding principle of 'collaborate and promote visibility' relies on personnel working across boundaries to produce results that have greater buy-in, more relevance to objectives, and an increased likelihood of success. The use of an 'information radiator' allows greater visibility into the project since anyone can walk through the office and see the current status of the project and the work remaining to finish it. 'Information radiators' are commonly used in an Agile way of working, and it increases visibility and collaboration.

Question 22: Correct

Which guiding principle requires coordination across the organization in order to best understand how a complicated service works?

·        

Think and work holistically

(Correct)

·        

Keep it simple and practical

·        

Optimize and automate

·        

Focus on value

Explanation

The guiding principle 'think and work holistically' advises that "services are delivered to internal and external service consumers through the coordination and integration of the four dimensions of service management". This requires you to think about a service from end-to-end by understanding how an organization can work together in an integrated way to achieve the desired objectives.

Question 23: Incorrect

You have been asked to create a standard process for approving new accounts on your corporate network. You have been working on this process for about 2 weeks because you are trying to create rules to handle every possible exception to the process. Frustrated, you ask your coworker, Nancy, how she would approach the problem. She states, "Well, I would create a process for the most common three types of account creation which account for 99% of all requests made. Then, create a blanket rule at the end of the process that says, 'If the account doesn't belong to one of the above three categories, elevate the request to your supervisor'. This will allow the supervisors to handle the exception, which only accounts for 1% of all account requests, and you can create that process in just a few hours." What guiding principle is Nancy recommending you to follow with her approach to solving this problem?

·        

Progress iteratively with feedback

(Incorrect)

·        

Optimize and automate

·        

Keep it simple and practical

(Correct)

·        

Focus on value

Explanation

When analyzing a practice, process, service, metric or other improvement targets, always ask whether it contributes to value creation. If value is not being created, then eliminate the unnecessary steps to simplify the process. In this scenario, you could spend weeks or months trying to figure out every single possible combination. Instead, by keeping it simple, you can cover 99% of all account creation types with the 3 common types, and elevate the other 1% to a supervisor who can handle things outside of the normal process as an exception case.

Question 24: Correct

Which guiding principle should you use to maximize the value of the work carried out by the human and technical resources within an organization?

·        

Think and work holistically

·        

Progress iteratively with feedback

·        

Focus on value

·        

Optimize and automate

(Correct)

Explanation

The guiding principle of 'optimize and automate' is used to maximize the value of the work carried out by the human and technical resources within an organization.

Question 25: Correct

Dion Training Solutions has two departments within the company: Training and Operations. Which dimension of service management is focused on how a company structures its human resources?

·        

Partners and suppliers

·        

Value streams and processes

·        

Organizations and people

(Correct)

·        

Information and technology

Explanation

The 'organization and people' dimension of a service covers roles and responsibilities, formal organizational structures, culture, and required staffing and competencies, all of which are related to the creation, delivery, and improvement of a service.

Question 26: Correct

Your company has recently decided to install a Microsoft SharePoint server to serve as the organization's knowledge base. Which dimension of service management would this decision best be considered?

·        

Information and technology

(Correct)

·        

Organizations and people

·        

Partners and suppliers

·        

Value streams and processes

Explanation

The ‘information and technology’ dimension focuses on the information and knowledge necessary for the management of services, as well as the technologies required.

Question 27: Correct

Fill in the blank. The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders through the use and management of products and services.

·        

Activities

·        

Practices

·        

Service value system

(Correct)

·        

Service value chain

Explanation

The purpose of the service value system is to ensure that the organization continually co-creates value with all stakeholders through the use and management of products and services. It takes opportunity and demand as its input and enables the creation of value through the guiding principles, governance, service value chain, practices, and continual improvement.

Question 28: Incorrect

Which statement about the value chain activities is CORRECT?

·        

Practices are considered a value chain activity

·        

Continual improvement is considered a value chain activity

(Incorrect)

·        

Service value chain activities receive and provide triggers for further actions to be taken

(Correct)

·        

Activities within a service value chain operate independently from each other

Explanation

Service value chain activities are connected to and interact with one another, with each activity receiving and providing triggers for further actions to be taken.

Question 29: Incorrect

Which value chain activity would best be used to categorize the actions of the service desk when they are responding to a consumer's request for assistance?

·        

Obtain/build

·        

Improve

·        

Design and transition

(Incorrect)

·        

Deliver and support

(Correct)

Explanation

The 'deliver and support' value chain activity ensures that services are delivered and supported according to agreed specifications and stakeholder's expectations. If a service desk analyst is helping fix a problem for a consumer, this would be best categorized as a 'deliver and support' activity.

Question 30: Incorrect

Which step of the continual improvement model is focused on outlining the steps that will be undertaken by the organization in order to achieve its goals and move the organization closer to achieving its vision?

·        

Where do we want to be

·        

Take action

(Incorrect)

·        

Where are we now

·        

How do we get there

(Correct)

Explanation

The 'how do we get there' step of the continual improvement model is focused on outlining the plan of action to be undertaken to accomplish the goals set forth in the 'where do we want to be' step of the model.

Question 31: Correct

What is the step after 'how do we keep the momentum going' in the continual improvement model?

·        

Did we get there

·        

How do we get there

·        

What is the vision

(Correct)

·        

Where are we now

Explanation

Once you reach 'how do we keep the momentum going' in the continual improvement model, you restart the process with 'what is the vision'.

Question 32: Incorrect

Which type of change needs to be assessed, authorized, and scheduled by a change authority prior to implementing it?

·        

Standard

·        

Normal

(Correct)

·        

Emergency

·        

All three of these

(Incorrect)

Explanation

Normal changes must be assessed, authorized, and scheduled prior to implementing the change. Standard changes are pre-authorized and therefore, don't need to be scheduled since they are low-risk. Emergency changes still require an assessment and authorization, but they are rarely scheduled since they need to be implemented as soon as possible to fix an incident or security issue.

Question 33: Incorrect

Which statement about a change authority is CORRECT?

·        

A single change authority should be assigned to authorize all types of change and change models

·        

Normal changes are pre-authorized and do not need a change authority

(Incorrect)

·        

A change authority should be assigned for each type of change and change model

(Correct)

·        

Emergency changes can be implemented without authorization from a change authority

Explanation

It is essential that the correct change authority is assigned to each type of change to ensure that change enablement is both efficient and effective. Change models, based on the type of change, are used to determine the roles for assessment and authorization.

Question 34: Correct

A standard change has been initiated to create an email account for a new user. Who should authorize this change?

·        

The user's manager should authorize the change

·        

The change authority must authorize all changes

·        

The user can authorize it themself

·        

Standard changes are already pre-authorized

(Correct)

Explanation

Standard changes are low-risk, pre-authorized changes that are well-understood and fully-documented. When the procedure for a standard change is created or modified, there should be a full risk assessment and authorization as for any other change. This risk assessment does not need to be repeated each time the standard change is implemented, only if there is a modification to the way it is carried out.

Question 35: Correct

What is the best description of an emergency change?

·        

A change that doesn't need risk assessment because the procedure has been pre-authorized

·        

A change that needs to be assessed, authorized, and scheduled by a change authority

·        

A change that must be implemented as soon as possible because it is required to resolve an incident or security issue

(Correct)

·        

A change that is assessed, authorized, and scheduled as part of ‘continual improvement’

Explanation

An emergency change is change that must be implemented as soon as possible to resolve an incident or security issue.

Question 36: Correct

Which practice would include a formalized process for logging unplanned reduction in the quality of a service?

·        

Change management

·        

Incident management

(Correct)

·        

Problem management

·        

Service level management

Explanation

Incident management should include a formalized process for logging incidents. Incidents are an unplanned interruption to a service or reduction in the quality of a service.

Question 37: Incorrect

Who can report an incident?

·        

Service desk analyst

·        

End user

(Incorrect)

·        

System administrator

·        

Anyone

(Correct)

Explanation

Anyone can report an incident. An incident is an unplanned interruption to a service or reduction in the quality of a service. This may be reported by the end user, service desk analyst, system administrator, or any other person who identifies the interruption or reduction in the service.

Question 38: Incorrect

You are working as a part of the problem management team and discovered that multiple incidents are linked together due to a problem with the current version of the web browser installed on the workstations across the network. You have identified that this could be solved by upgrading the web browser to the newest available version. Your team has requested that all of the workstations in the organization receive an updated web browser through the change management activity to solve this problem. Which value chain activity will be responsible for upgrading all the workstations?

·        

Plan

·        

Improve

·        

Engage

(Incorrect)

·        

Obtain/build

(Correct)

Explanation

Obtain/build will manage the solution to the problem once it has been identified by problem management. They will be responsible for the release and deployment of the latest version of the web browser in this case once the change management activity approves the change to the workstations' baseline.

Question 39: Correct

Your printer is currently out of toner and will not print. You ask your co-worker for help, but he says the toner has already been ordered but it won't arrive for a few days. What would you classify this as?

·        

Incident

·        

Known error

(Correct)

·        

Problem

·        

Event

Explanation

A known error is a problem that has been analyzed but has not been resolved. Since the issue is known (we are out of toner), but not resolved (awaiting new toner), this is a known error.

Question 40: Incorrect

Fill in the blank. Service requests and their fulfillment should be standardized and [?] to the greatest degree possible.

·        

Increased

·        

Reduced

(Incorrect)

·        

Eliminated

·        

Automated

(Correct)

Explanation

Service requests and their fulfillment should be standardized and automated to the greatest degree possible. By using automation, we can decrease the consumer's wait time for a resolution, and ensure that they get back to productive work as soon as possible.

 

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