ITIL 4 Foundation Examination Questions & Correct
Answers – Complete Service Management Terminology
Guide
Exam Code: ITILFND-V4
Number of Questions: 40 (full exam) / 10 (sample below)
Passing Score: 26/40 (65%)
Question Types: Multiple Choice (1 correct answer), Multiple Answer (select 2 or 3),
Matching, True/False
Section 1: Multiple Choice (Single Correct Answer)
Question 1
Which ITIL guiding principle recommends evaluating current solutions before
developing new ones?
• A) Focus on value
• B) Start where you are
• C) Progress iteratively with feedback
• D) Keep it simple and practical
Correct Answer: B
,Question 2
What is the purpose of the incident management practice?
• A) To prevent incidents from occurring
• B) To restore normal service operation as quickly as possible
• C) To identify the root cause of problems
• D) To manage service level agreements
Correct Answer: B
Question 3
A known error is defined as:
• A) Any unplanned service interruption
• B) A problem that has been analyzed but not fully resolved
• C) A change that failed implementation
• D) A service request that was rejected
Correct Answer: B
Question 4
Which practice is responsible for ensuring that accurate information about configuration
items is available?
• A) Change enablement
• B) Problem management
• C) Service configuration management
• D) Service level management
,Correct Answer: C
Question 5
Which of the following is a key activity of the service continuity management practice?
• A) Business Impact Analysis (BIA)
• B) Root cause analysis
• C) Service desk ticketing
• D) Change scheduling
Correct Answer: A
Section 2: Multiple Answer (Select 2 or 3)
Question 6
Which two statements are correct about the service value chain? (Select 2)
• A) It consists of six interconnected activities
• B) It replaces the service lifecycle from ITIL v3
• C) It is only applicable to IT services
• D) It includes the activity "Improve"
• E) It is the same as the service value system
Correct Answers: A and D
, Question 7
Which three of the following are ITIL guiding principles? (Select 3)
• A) Focus on value
• B) Manage capacity and availability
• C) Collaborate and promote visibility
• D) Optimize and automate
• E) Implement change requests weekly
Correct Answers: A, C, D
Section 3: Matching (Drag and Drop / Association)
Question 8
Match each practice on the left with its correct purpose on the right.
Practice Purpose
1. Change enablement A. Reduce likelihood and impact of incidents
2. Problem management B. Assess and authorize service changes
3. Service request management C. Handle pre-defined, low-risk user requests
Correct Matches:
1→B
2→A
3→C
Answers – Complete Service Management Terminology
Guide
Exam Code: ITILFND-V4
Number of Questions: 40 (full exam) / 10 (sample below)
Passing Score: 26/40 (65%)
Question Types: Multiple Choice (1 correct answer), Multiple Answer (select 2 or 3),
Matching, True/False
Section 1: Multiple Choice (Single Correct Answer)
Question 1
Which ITIL guiding principle recommends evaluating current solutions before
developing new ones?
• A) Focus on value
• B) Start where you are
• C) Progress iteratively with feedback
• D) Keep it simple and practical
Correct Answer: B
,Question 2
What is the purpose of the incident management practice?
• A) To prevent incidents from occurring
• B) To restore normal service operation as quickly as possible
• C) To identify the root cause of problems
• D) To manage service level agreements
Correct Answer: B
Question 3
A known error is defined as:
• A) Any unplanned service interruption
• B) A problem that has been analyzed but not fully resolved
• C) A change that failed implementation
• D) A service request that was rejected
Correct Answer: B
Question 4
Which practice is responsible for ensuring that accurate information about configuration
items is available?
• A) Change enablement
• B) Problem management
• C) Service configuration management
• D) Service level management
,Correct Answer: C
Question 5
Which of the following is a key activity of the service continuity management practice?
• A) Business Impact Analysis (BIA)
• B) Root cause analysis
• C) Service desk ticketing
• D) Change scheduling
Correct Answer: A
Section 2: Multiple Answer (Select 2 or 3)
Question 6
Which two statements are correct about the service value chain? (Select 2)
• A) It consists of six interconnected activities
• B) It replaces the service lifecycle from ITIL v3
• C) It is only applicable to IT services
• D) It includes the activity "Improve"
• E) It is the same as the service value system
Correct Answers: A and D
, Question 7
Which three of the following are ITIL guiding principles? (Select 3)
• A) Focus on value
• B) Manage capacity and availability
• C) Collaborate and promote visibility
• D) Optimize and automate
• E) Implement change requests weekly
Correct Answers: A, C, D
Section 3: Matching (Drag and Drop / Association)
Question 8
Match each practice on the left with its correct purpose on the right.
Practice Purpose
1. Change enablement A. Reduce likelihood and impact of incidents
2. Problem management B. Assess and authorize service changes
3. Service request management C. Handle pre-defined, low-risk user requests
Correct Matches:
1→B
2→A
3→C
