ITIL 4 Foundation Practice Questions
Prepare for ITIL4-FND with more than an answer.
- Exam fee
- $383 USD
- Level
- Foundation
- Valid for
- 3 years
Domains covered on the exam 7
- Key Concepts of Service Management12.5%
- The ITIL Guiding Principles15%
- The Four Dimensions of Service Management5%
- The ITIL Service Value System (SVS)2.5%
- The Service Value Chain5%
- ITIL Practices - Purpose and Key Terms (15 Practices)17.5%
- ITIL Practices - Detailed Understanding (7 Practices)42.5%
- 1
What is the primary purpose of the Relationship Management practice?
Show answer details
Correct answer: B
Relationship Management focuses on maintaining healthy connections with all stakeholders (customers, users, etc.) to ensure needs are understood and met.
- 2
Which practice would be MOST involved in managing the lifecycle of laptops, servers, and software licenses to optimize value and control costs?
Show answer details
Correct answer: D
IT Asset Management (ITAM) is specifically responsible for managing the full lifecycle and costs of IT assets (financially valuable components).
- 3
A user calls the Service Desk to report that the printer on the 4th floor is jamming repeatedly. The Service Desk agent checks the knowledge base and sees that this model requires a specific roller cleaning procedure. What is the correct classification for this issue?
Show answer details
Correct answer: B
An incident is an unplanned interruption or reduction in quality of a service. A printer jamming is a break in service (unplanned), thus it is an incident.
- 4
An IT service provider is designing a new service offering for a logistics company. The offering includes access to a tracking application (SaaS), leased handheld scanners, and 24/7 support for hardware issues. Which component of the service offering do the handheld scanners represent?
Show answer details
Correct answer: D
Goods are physical items that are transferred from the service provider to the consumer, where the consumer takes ownership or responsibility for them. In this scenario, the leased scanners are physical goods provided to the client.
- 5
A Chief Financial Officer (CFO) authorizes the budget for a new HR portal but will not use the system personally. The HR Director defines the requirements for the portal features. The HR staff will use the portal daily. Which role does the CFO fulfill in this service relationship?
Show answer details
Correct answer: C
The Sponsor is the role that authorizes the budget for service consumption. While they may also be a customer or user, their primary definition in this context (authorizing budget) maps to the Sponsor role.
- 6
A software development team is adopting a new guiding principle. They decide to release a minimum viable product (MVP) to a small user group, gather performance data, and then refine the features based on that data before a wider release. Which guiding principle are they primarily applying?
Show answer details
Correct answer: B
This principle emphasizes breaking work into smaller, manageable sections (MVP) and using feedback (performance data) to ensure the direction is correct before proceeding. This matches the scenario perfectly.
