Practice questions
ITIL 4 Foundation (PeopleCert): Practice Questions
A dozen original concept-check questions on core ITIL 4 ideas. Choose an answer to reveal the explanation.
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How many guiding principles does ITIL 4 define?
Correct answer: C. ITIL 4 has seven guiding principles, including 'focus on value' and 'keep it simple and practical'. -
In ITIL 4, 'utility' refers to whether a service is:
Correct answer: B. Utility means 'fit for purpose' (what the service does); warranty means 'fit for use' (how well it performs). -
The main purpose of the incident management practice is to:
Correct answer: B. Incident management aims to restore normal service as quickly as possible. Finding root causes is problem management. -
Which is one of the four dimensions of service management?
Correct answer: B. The four dimensions are organisations and people; information and technology; partners and suppliers; and value streams and processes. -
The guiding principle 'focus on value' means everything the organisation does should:
Correct answer: B. 'Focus on value' means every activity should map, directly or indirectly, to value for the service consumer and other stakeholders. -
In ITIL 4, 'warranty' refers to whether a service is:
Correct answer: B. Warranty means fit for use — performance, availability, capacity and security. Utility means fit for purpose. -
The purpose of the problem management practice is to:
Correct answer: B. Problem management identifies and manages the root causes of incidents to prevent recurrence; incident management restores service. -
Which service value chain activity covers day-to-day delivery and support of services?
Correct answer: C. 'Deliver and support' ensures services are delivered and supported to agreed specifications and stakeholder expectations. -
Change enablement (change management) primarily aims to:
Correct answer: B. Change enablement maximises successful service and product changes by properly assessing and managing the associated risk. -
Which guiding principle advises assessing and reusing what already exists rather than starting from scratch?
Correct answer: B. 'Start where you are' says to look at what can be reused before building or buying something new. -
The single point of contact between the service provider and its users is the:
Correct answer: B. The service desk practice is the single point of contact for users, capturing incidents and service requests. -
In ITIL 4, value is:
Correct answer: C. ITIL 4 stresses that value is co-created through active collaboration between the service provider and the service consumer.