Page 1 of 156
ITIL 4 Foundation Examination Questions &
Correct Answers – Complete Service
Management Terminology Guide
Q1. What is the primary purpose of service management?
• A) To reduce IT costs
• B) To deliver value to customers and stakeholders
• C) To implement new technology
• D) To comply with regulations
Correct Answer: B
Rationale: Service management aims to co-create value by
enabling desired outcomes without the customer owning
specific costs or risks.
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Q2. Which statement best defines a "service"?
• A) A software application
• B) A means of enabling value co-creation by facilitating
outcomes customers want to achieve
• C) A physical product
• D) A contract between provider and customer
Correct Answer: B
Rationale: ITIL 4 defines a service as a means of enabling
value co-creation by facilitating outcomes customers want to
achieve without managing specific costs/risks.
Q3. A customer defines the requirements for a service and
takes responsibility for the outcomes. Who is the "customer"?
• A) The person who pays for the service
• B) The role that defines requirements and takes
responsibility for outcomes
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• C) The service provider's manager
• D) The end user
Correct Answer: B
Rationale: Customer is the role that defines requirements for a
service and takes responsibility for outcomes of service
consumption.
Q4. Scenario: A company subscribes to a payroll service. The
employees who enter their hours are the:
• A) Customers
• B) Sponsors
• C) Users
• D) Suppliers
Correct Answer: C
Rationale: Users are the roles that use services daily. The HR
department that contracts the service are customers.
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Q5. What is a "user" in ITIL 4?
• A) The person authorizing budget
• B) The role that uses services
• C) The service desk analyst
• D) The external regulator
Correct Answer: B
Rationale: A user is the role that uses services (e.g., employee
using email).
Q6. Which term describes a possible future event that could
cause harm or loss?
• A) Issue
• B) Risk
• C) Incident
ITIL 4 Foundation Examination Questions &
Correct Answers – Complete Service
Management Terminology Guide
Q1. What is the primary purpose of service management?
• A) To reduce IT costs
• B) To deliver value to customers and stakeholders
• C) To implement new technology
• D) To comply with regulations
Correct Answer: B
Rationale: Service management aims to co-create value by
enabling desired outcomes without the customer owning
specific costs or risks.
,Page 2 of 156
Q2. Which statement best defines a "service"?
• A) A software application
• B) A means of enabling value co-creation by facilitating
outcomes customers want to achieve
• C) A physical product
• D) A contract between provider and customer
Correct Answer: B
Rationale: ITIL 4 defines a service as a means of enabling
value co-creation by facilitating outcomes customers want to
achieve without managing specific costs/risks.
Q3. A customer defines the requirements for a service and
takes responsibility for the outcomes. Who is the "customer"?
• A) The person who pays for the service
• B) The role that defines requirements and takes
responsibility for outcomes
,Page 3 of 156
• C) The service provider's manager
• D) The end user
Correct Answer: B
Rationale: Customer is the role that defines requirements for a
service and takes responsibility for outcomes of service
consumption.
Q4. Scenario: A company subscribes to a payroll service. The
employees who enter their hours are the:
• A) Customers
• B) Sponsors
• C) Users
• D) Suppliers
Correct Answer: C
Rationale: Users are the roles that use services daily. The HR
department that contracts the service are customers.
, Page 4 of 156
Q5. What is a "user" in ITIL 4?
• A) The person authorizing budget
• B) The role that uses services
• C) The service desk analyst
• D) The external regulator
Correct Answer: B
Rationale: A user is the role that uses services (e.g., employee
using email).
Q6. Which term describes a possible future event that could
cause harm or loss?
• A) Issue
• B) Risk
• C) Incident
