Pass Your ITIL 4 ITIL-4-Foundation Exam Easily with Accurate PDF Questions [Apr 06, 2026]
ITIL-4-Foundation Certification Exam Dumps Questions in here
NEW QUESTION # 17
What term is used to describe whether a service will meet availability, capacity and security requirements?
- A. Warranty
- B. Value
- C. Outcomes
- D. Utility
Answer: A
NEW QUESTION # 18
Which is one of the five aspects of service design?
- A. Management information systems and tools
- B. Risk analysis and management approach
- C. Management policy for business case creation
- D. Corporate governance and policy
Answer: A
NEW QUESTION # 19
What describes the steps needed to create and deliver a specific service to a consumer?
- A. Service level management
- B. A value stream
- C. Service management
- D. Practices
Answer: A
NEW QUESTION # 20
Which statement about outcome is CORRECT?
- A. Outcomes give service consumers assurance of products or services
- B. Outcomes use activities to produce tangible or intangible deliverables
- C. Outcomes rely on outputs to deliver results for a stakeholder
- D. Outcomes help a service consumer to assess the cost of a specific activity
Answer: C
NEW QUESTION # 21
Which practice helps to ensure that the services delivered to customers are aligned with their needs?
- A. Service level management
- B. Change enablement
- C. Service request management
- D. Problem management
Answer: A
NEW QUESTION # 22
What should remain constant within an organization, even when the organization's objectives change?
- A. Guiding principles
- B. Outcomes
- C. Service offerings
- D. Outputs
Answer: A
Explanation:
In ITIL 4, guiding principles are defined as recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.
Their purpose is to provide a stable, enduring foundation for decision-making and behavior. Even when an organization changes its objectives (for example, shifting markets, changing strategies, or restructuring), the guiding principles remain applicable and relevant. They help ensure consistency, alignment, and good practices over time, even as other elements evolve.
That is why, according to ITIL 4, guiding principles should remain constant within an organization, even when objectives change.
Why the other options are incorrect:
* A. OutputsOutputs are tangible deliverables produced by activities (e.g., reports, software releases, documentation). These will naturally change as objectives, projects, and priorities change, so they are not constant.
* C. Service offeringsService offerings (combinations of goods, access to resources, and service actions) are designed to meet customer needs. As markets, customer demands, and business strategies change, the organization's service offerings are expected to change as well.
* D. OutcomesOutcomes are the results achieved for a stakeholder, enabled by outputs and services.
When business objectives change, the desired outcomes also change, so they are not fixed.
Therefore, the only element that is designed to remain constant despite changing objectives is the set of guiding principles.
NEW QUESTION # 23
How should an organization include third-party suppliers in the continual improvement of services?
- A. Require evidence that the supplier uses agile development methods
- B. Ensure suppliers include details of their approach to service improvement in contracts
- C. Require evidence that the supplier implements all improvements using project management practices
- D. Ensure that all supplier problem management activities result in improvements
Answer: B
NEW QUESTION # 24
Which practice balance management of risk with maximizing throughput?
- A. Continual improvement
- B. Change enablement
- C. Incident management
- D. Problem management
Answer: B
Explanation:
Explanation
The purpose of the change enablement practice is to maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.
NEW QUESTION # 25
What three elements make up the Service Portfolio?
- A. Service pipeline, configuration management system and service catalogue
- B. Customer portfolio, configuration management system and service catalogue
- C. Service pipeline, service catalogue and retired services
- D. Customer portfolio, service catalogue and retired services
Answer: C
NEW QUESTION # 26
Which practice is the responsibility of everyone in the organization?
- A. Service level management
- B. Continual improvement
- C. Problem management
- D. Change control
Answer: B
NEW QUESTION # 27
What is the definition of "service management"?
- A. A formal description of one or more services, designed to address the needs of a target consumer group
- B. Join activities performed by a service provider and a service consumer to ensure continual value co- creation
- C. A set of specialized organizational capabilities for enabling value for customers in the form of services.
- D. A result for a stakeholder enabled by one or more outputs
Answer: C
Explanation:
Service management is a set of specialized organizational capabilities for enabling value for customers in the form of services. These capabilities include tangible things like capital, people, and equipment, and can also include intangible things like knowledge, management and skills. These capabilities can also include intangible things, like knowledge, management, and skills.
https://www.bmc.com/blogs/itil-key-concepts-service-management/#:~:text=Service%20management%20is%
20a%20set,like%20knowledge%2C%20management%20and%20skills.
NEW QUESTION # 28
Which statement about outcomes is CORRECT?
- A. Service providers help service consumers achieve outcomes
- B. Outcomes help service consumers achieve outputs
- C. Outcomes are one or more services that fulfill the needs of a service consumer
- D. Helping service consumers achieve outcomes reduces service provider costs
Answer: A
NEW QUESTION # 29
Which describes an unresolved problem which has been already analysed?
- A. A known error
- B. A workaround
- C. A risk
- D. An incident
Answer: A
Explanation:
A known error is a problem that has been analysed but not resolved1. This means that the root cause of the problem has been identified, but a permanent solution has not been implemented yet2. A known error can be recorded in a known error database (KEDB) and linked to related incidents and problems3. References: ITIL Foundation - ITIL 4 Edition, page 15; ITIL 4 - A Pocket Guide, page 35; ITIL 4 Practice Guide: Problem Management, page 8.
NEW QUESTION # 30
Which is the FIRST thing to consider when focusing on value?
- A. Defining customer experience and user experience
- B. Identifying the service customer who will receive value
- C. Understanding what is valuable to the service consumer
- D. Ensuring value is co-created by improvement initiatives.
Answer: B
Explanation:
When focusing on value, the first step is to know who are the customers and key stakeholders being served. Next, it is important to have an understanding of what consitutes value from the consumer's perspective.
https://www.bmc.com/blogs/itil-guiding-principles/#:~:text=When%20focusing%20on%20value%2C%20the,value%20from%20the%20consumer's%20perspective.
NEW QUESTION # 31
Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?
- A. Continual improvement
- B. Incident management
- C. Service desk
- D. Problem management
Answer: C
NEW QUESTION # 32
Which should be handled by 'service request management'?
- A. A request to implement a security patch
- B. A request to resolve an error in a service
- C. A request to provide a laptop
- D. A request to change a target in a service level agreement
Answer: C
NEW QUESTION # 33
Which statement about the purpose or the Monitoring and event management practice is TRUE?
- A. Maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorized and managed within a schedule
- B. Support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
- C. Systematically observe services and service components and record and report selected changes of state identified as events
- D. Minimize the negative impact of incidents by restoring normal service operation as quickly as possible
Answer: C
Explanation:
The purpose of the monitoring and event management practice is to systematically observe services and service components and record and report selected changes of state identified as events1. This practice helps to identify and prioritize any issues or opportunities for improvement in the delivery or support of services2. The other statements describe the purposes of different practices: incident management (A), service request management (B), and change enablement (D)3. References: ITIL Foundation - ITIL 4 Edition, page 14; ITIL
4 - A Pocket Guide, page 31; ITIL 4 Practice Guide: Monitoring and Event Management, page 7.
NEW QUESTION # 34
In which TWO situations should the ITIL guiding principles be considered?
1. In every initiative
2. In relationships with all stakeholders
3. Only in specific initiatives where the principle is relevant
4. Only in specific stakeholder relationships where the principle is relevant
- A. 1 and 4
- B. 2 and 3
- C. 3 and 4
- D. 1 and 2
Answer: D
NEW QUESTION # 35
For which purpose would the continual improvement practice use a SWOT analysis?
- A. Understanding the current state
- B. Defining the future desired state
- C. Ensuring everyone actively participates
- D. Tracking and managing ideas
Answer: A
Explanation:
In ITIL 4, the continual improvement practice is structured around the continual improvement model, which uses a series of questions such as:
* What is the vision?
* Where are we now?
* Where do we want to be?
* How do we get there?
* Take action
* Did we get there?
* How do we keep the momentum going?
A SWOT analysis (Strengths, Weaknesses, Opportunities, Threats) is specifically mentioned in ITIL 4 as a technique used to assess the current state, especially in the step "Where are we now?" of the continual improvement model.
This step is about understanding the current situation, including:
* current capabilities (strengths and weaknesses)
* current constraints and risks (threats)
* potential areas for improvement and value creation (opportunities)
SWOT helps organizations objectively analyze their present performance and conditions, so they can make informed decisions about what to improve and how.
Therefore, in the context of the continual improvement practice, SWOT analysis is used primarily for:
Understanding the current state.
* B. Defining the future desired stateThis is related to the step "Where do we want to be?" which focuses on defining measurable target states and objectives. Techniques here are more about setting goals and desired outcomes, not primarily SWOT.
* C. Tracking and managing ideasThis aligns more with maintaining an improvement register or backlog, not with SWOT. Idea tracking is about managing suggestions and initiatives over time.
* D. Ensuring everyone actively participatesThis relates to communication, organizational change management, and engagement, but not specifically to SWOT. SWOT is an analytical tool, not a participation method by itself.
* ITIL 4 Foundation - Continual improvement model, especially the step "Where are we now?"
* ITIL 4 Foundation - Continual improvement practice: use of assessment tools such as SWOT analysis to evaluate the current state of services, processes, and practices.
NEW QUESTION # 36
A flaw in an application could cause a service to fail IT staff are actively analysing the application to try and understand what is going on. What is the correct name for this type of flaw?
- A. Event
- B. Known error
- C. Problem
- D. Incident
Answer: C
NEW QUESTION # 37
Which ITIL concept describes governance?
- A. The service value chain
- B. The four dimensions of service management
- C. The service value system
- D. The seven guiding principles
Answer: C
NEW QUESTION # 38
......
ITIL 4 framework is designed to help organizations align their IT services with their business goals and objectives. It provides a set of best practices for IT service management that can be applied across all industries and sectors. The ITIL 4 Foundation Certification Exam covers the key concepts and principles of ITIL 4, including the four dimensions of service management, the service value system, the service value chain, and the guiding principles.
Updated ITIL-4-Foundation Exam Practice Test Questions: https://itcert-online.newpassleader.com/ITIL/ITIL-4-Foundation-exam-preparation-materials.html