ITIL 4 Foundation: Practice Exam Pack

This pack includes 4 practice exams of 40 questions each.

It is recommended to print each document individually. See the page ranges below.

Exam Document Pages

1 Questions 3-11

Answer Key 13

Rationales 15-40

2 Questions 41-50

Answer Key 51

Rationales 53-76

3 Questions 77-84

Answer Key 85

Rationales 87-108

4 Questions 109-117

Answer Key 119

Rationales 121-144

Save a tree: please print double-sided, and remember to recycle.


© 2019 GoodCert. The AXELOS swirl logo® and ITIL® are registered trademarks of
AXELOS Ltd, used under permission of AXELOS Ltd. All rights reserved.
 ITIL 4 Foundation: Question Types

 

Standard Missing Word

There is a simple question with four answer There is a sentence with a word missing. Select
options. Only one is correct. it from the four options.

1. Which is a source of best practice? 3. Determine what is missing from the

sentence:
A. Q

B. P A [?] defines service requirements and is

responsible for the outcomes of
C. R
consumption.
D. S
A. Role Q
List B. Role P

There is a list of four statements. Only two are C. Role R

correct. D. Role S

2. Which statements about service asset Negative

and configuration management are
CORRECT? There is a standard question in which the stem
is negatively worded.
1. It does Q
2. It does P 4. Which is NOT a defined area of value?
3. It does R
A. Q
4. It does S
B. P
A. 1 and 2
C. R
B. 2 and 3
D. S
C. 3 and 4

D. 1 and 4 Note: Negative questions are only used as

exceptions when part of the learning
Note: List questions are never negative. outcome is to know that something is NOT
done or should NOT occur.


© 2019 GoodCert. ITIL® is a registered trademark of AXELOS Ltd. Based on

AXELOS material. Reproduced under licence from AXELOS Ltd. All rights reserved.
 Exam time
 ITIL 4 Foundation — Practice Exam Questions 1 Passing score

60 minutes 26 of 40 or 65% must be correct

1. Which joint activity performed by a service provider and consumer ensures continual value
co-creation?

A. Service provision

B. Service consumption

C. Service offering

D. Service relationship management

2. Which dimension of service management encompasses contracts and relationships?

A. Organisations & people

B. Information & technology

C. Partners & suppliers

D. Value streams & processes

3. Which term describes the functionality offered by a service?

A. Cost

B. Utility

C. Warranty

D. Risk

4. Why should incidents be prioritised?

A. To help automated matching of incidents to problems or known errors

B. To identify which support team the incident should be escalated to

C. To ensure that incidents with the highest business impact are resolved first

D. To encourage a high level of collaboration within and between teams

5. What is a means of enabling value co-creation by facilitating outcomes that customers want
to achieve?

A. A service

B. An output

C. A practice

D. Continual improvement


© 2019 GoodCert. ITIL® is a registered trademark of AXELOS Ltd. Based on

AXELOS material. Reproduced under licence from AXELOS Ltd. All rights reserved. 1
 ITIL 4 Foundation — Practice Exam Questions 1

Q A Q A

1 D 21 D

2 C 22 B

3 B 23 B

4 C 24 B

5 A 25 D

6 B 26 C

7 B 27 D

8 D 28 B

9 D 29 D

10 C 30 D

11 A 31 C

12 A 32 A

13 B 33 C

14 B 34 D

15 D 35 B

16 C 36 A

17 B 37 D

18 D 38 D

19 B 39 C

20 C 40 B

© 2019 GoodCert. ITIL® is a registered trademark of AXELOS Ltd. Based on

AXELOS material. Reproduced under licence from AXELOS Ltd. All rights reserved. 1
 ITIL 4 Foundation — Practice Exam Rationales 1

1. Publication — 2.4.1, Glossary


Syllabus — 1.3.b

Course — Service Management Concepts

Lesson — Service relationships

A. Incorrect. Service provision is not a joint activity. The service provider performs it.

B. Incorrect. Service consumption is not a joint activity. The consumer performs it.

C. Incorrect. The service offering is not an activity. It is "a description of one or more
services, designed to address the needs of a target consumer group. A service offering
may include goods, access to resources, and service actions."

D. Correct. Service relationship management includes "joint activities performed by a

provider and consumer to ensure continual value co-creation, based on agreed and
available service offerings."

2. Publication — 3.3

Syllabus — 3.1.c

Course — Modelling Value

Lesson — Four dimensions

A. Incorrect. "The 'partners & suppliers' dimension encompasses an organisation's

relationships with others that are involved in the design, development, deployment,
delivery, support, and continual improvement of services. It also incorporates contracts
and other agreements between the organisation and its partners or suppliers." These
considerations depend on the supplier strategy, rather than influence it.

B. Incorrect. The "information & technology" dimension considers "the information and
knowledge necessary for service management, as well as the technologies required. It
incorporates relationships between the different service value system (SVS)
components, such as inputs, outputs, and practices."

C. Correct. Within the "partners & suppliers" dimension, "Relationships between

organisations may involve various levels of integration and formality. This ranges from
formal contracts with clear separation of responsibilities, to flexible partnerships where
parties share common goals and risks."

D. Incorrect. "The 'value streams & processes' dimension is concerned with how various
parts of the organisation work in an integrated and coordinated way to enable value
creation through products and services. It focuses on which activities the organisation
undertakes and how they are organised, as well as how the organisation ensures that it
is enabling value creation for all stakeholders efficiently and effectively."


© 2019 GoodCert. ITIL® is a registered trademark of AXELOS Ltd. Based on

AXELOS material. Reproduced under licence from AXELOS Ltd. All rights reserved. 1
 ITIL 4 Foundation — Practice Exam Rationales 1

3. Publication — 2.5.4, 2.5.3


Syllabus — 1.2.g

Course — Service Management Concepts

Lesson — Achieving service value

A. Incorrect. Cost is "the amount of money spent on a specific activity or resource."

B. Correct. Utility is "the functionality offered by a product or service."

C. Incorrect. Warranty is "assurance that a product or service will meet agreed

requirements."

D. Incorrect. A risk is "a possible event that could cause harm or loss, or make it more
difficult to achieve objectives."

4. Publication — 5.2.5

Syllabus — 7.1.c

Course — Management Practices

Lesson — Part 1 — Service management practices

A. Incorrect. "Modern IT service management (ITSM) tools can provide automated matching
of incidents to other incidents, problems, or known errors," but this is not dependent on
the incident priority, which is used to ensure that incidents with the highest business
impact are resolved first.

B. Incorrect. "More complex incidents will usually be escalated to a support team for
resolution. Typically, the routing is based on the incident category, which should help to
identify the correct team."

C. Correct. "Incidents are prioritised based on an agreed classification to ensure that

incidents with the highest business impact are resolved first."

D. Incorrect. "Effective incident management often requires a high level of collaboration

within and between teams." However, this is not dependent on the incident priority,
which is used to "ensure that incidents with the highest business impact are resolved
first."


© 2019 GoodCert. ITIL® is a registered trademark of AXELOS Ltd. Based on

AXELOS material. Reproduced under licence from AXELOS Ltd. All rights reserved. 2