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Free ITIL ITIL-4-Foundation Practice Exam with Questions & Answers | Set: 2

Questions 16

Which statement about ‘continual improvement’ is CORRECT?

Options:
A.

All improvement ideas should be logged in a single ‘continual improvement register’

B.

A single team should carry out ‘continual improvement’ across the organization

C.

‘Continual improvement’ should have minimal interaction with other practices

D.

Everyone in the organization is responsible for some aspects of ‘continual improvement’

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Questions 17

Which TWO of the following are considerations of change enablement?

1. Managing the people aspects of change

2. Ensuring that organizational transformations are successful

3. Maximizing the number of successful service changes

4. Ensuring that changes are properly assessed

Options:
A.

1 and2

B.

2 and 3

C.

3 and 4

D.

1 and 4

Questions 18

Which guiding principle considers how the steps of a process can be performed as efficiently as possible?

Options:
A.

Start where you are

B.

Focus on value

C.

Think and work holistically

D.

Optimize and automate

Questions 19

Which guiding principle says that services and processes should NOT provide a solution for every exception?

Options:
A.

Keep it simple and practical

B.

Think and work holistically

C.

Optimize and automate

D.

Collaborate and promote visibility

Questions 20

Which ‘service level management’ activity helps staff to deliver a more business-focused service?

Options:
A.

Creating targets based on the percentage of uptime of a service

B.

Understanding the ongoing requirements of customers

C.

Using complex technical terminology in service level agreements (SLAs)

D.

Measuring low-level operational activities

Questions 21

Identify the missing word in the following sentence.

A customer define is the [?] for a service and takes responsibility for the outcomes of service consumption.

Options:
A.

Requirements

B.

Resources

C.

Suppliers

D.

products

Questions 22

Which is a purpose of the ‘relationship management’ practice?

Options:
A.

To systematically observe services and service components

B.

To protect the information needed by the organization to conduct its business

C.

To be the entry point and single point of contact for the service provider with all of its users

D.

To identify, analyze, monitor, and continually improve links with stakeholders

Questions 23

Identify the missing words in the following sentence.

When an organization has decided to improve a service, it should start by considering [?].

Options:
A.

existing information

B.

new methods

C.

additional measurements

D.

revised processes

Questions 24

Which practice has a strong influence on the user experience and perception of the service provider?

Options:
A.

Service desk

B.

Change enablement

C.

Service level management

D.

Supplier management

Questions 25

Which practice is responsible for moving new or changed components to live or other environments?

Options:
A.

Release management

B.

Deployment management

C.

Change enablement

D.

Supplier management

Questions 26

Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?

Options:
A.

Service desk

B.

Continual improvement

C.

Problem management

D.

Incident management

Questions 27

Which practice provides a communications point for users to report operational issues, queries and requests?

Options:
A.

Incident management

B.

Continual improvement

C.

Service desk

D.

Relationship management

Questions 28

Which is a use of a change schedule?

Options:
A.

Speeding up the planning and authorization of emergency changes

B.

Providing information about deployed changes to help manage incidents and problems

C.

Providing a means of initiating and assessing normal changes

D.

Tracking and managing improvement ideas from identification through to final action

Questions 29

Which practice has a purpose that includes responding to conditions that could lead to potential faults or incidents?

Options:
A.

Incident management

B.

Service request management

C.

Monitoring and event management

D.

Change enablement

Questions 30

Which statement about the 'continual improvement model' is CORRECT?

Options:
A.

Organizations should work through the steps of the model in the sequence in which they are presented

B.

The low of the model helps organizations to link improvements to its goals

C.

The model is applicable to only certain parts of the service value system

D.

Organizations should use an additional model or method to link improvements to customer value

Exam Code: ITIL-4-Foundation
Certification Provider: ITIL
Exam Name: ITIL 4 Foundation Exam
Last Update: Sep 14, 2025
Questions: 542

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