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Exam Code itil-4-foundation
Exam Name ITIL 4 Foundation
Vendor PeopleCert
Total Questions 124
Last Updated 26-Oct, 2026
Free itil-4-foundation Questions Get Premium Access
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Free itil-4-foundation Practice Questions

Explore 5 free practice questions for the PeopleCert itil-4-foundation exam and review the answers and explanations to support your preparation.

  1. Question 1

    Single answer

    Which practice conducts reviews to validate that services are covering the needs of the customer?

    • Option A:
      Monitoring and event management
      Correct
    • Option B:
      Service level management
      Correct
    • Option C:
      Change enablement
      Correct
    • Option D:
      Service desk
      Correct
    Show Answer & Explanation Hide Answer & Explanation

    Correct Answer: B

    Explanation

    In ITIL 4, the service level management practice is responsible for:
    Setting clear, business-based targets for service performance
    Monitoring and reporting on service delivery
    Conducting regular reviews with customers and stakeholders
    Ensuring that services and service performance meet agreed needs and expectations
    Part of this practice explicitly involves reviewing services with customers to validate that the services are still meeting their needs and agreed service levels. These reviews are used to confirm whether the services remain fit for purpose and to identify improvement opportunities.
    The other options have different focuses:
    Monitoring and event management focuses on observing services and infrastructure, identifying events, and determining their significance.
    Change enablement controls risks related to changes and ensures that changes are properly assessed and authorized.
    Service desk is the main point of contact between service provider and users, handling incidents and service requests, but it is not primarily responsible for formal reviews of service coverage against customer needs.
    Because the described activity conducting reviews to ensure services cover customer needs—is a core responsibility of service level management, the correct answer is B.

  2. Question 2

    Single answer

    Which role would is MOST SUITABLE for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?

    • Option A:
      Service level manager
      Correct
    • Option B:
      Service desk agent
      Correct
    • Option C:
      Change authority
      Correct
    • Option D:
      Problem analyst
      Correct
    Show Answer & Explanation Hide Answer & Explanation

    Correct Answer: A

    Explanation

    The purpose of the SLM practice is to set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets. SLM involves service level activities, including:
    Defining service levels
    Documenting
    Actively managing them

  3. Question 3

    Single answer

    A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?

    • Option A:
      Incident management
      Correct
    • Option B:
      Service Request management
      Correct
    • Option C:
      Change enablement
      Correct
    • Option D:
      Service request management
      Correct
    Show Answer & Explanation Hide Answer & Explanation

    Correct Answer: C

    Explanation

    incident management is typically closely aligned with the service desk, which is the single point of contact for all users communicating with IT. When a service is disrupted or fails to deliver the promised performance during normal service hours, it is essential to restore the service to normal operation as quickly as possible.

  4. Question 4

    Single answer

    Which practice needs the right culture to be embedded across the entire organization?

    • Option A:
      Service level management
      Correct
    • Option B:
      Service request management
      Correct
    • Option C:
      Continual improvement
      Correct
    • Option D:
      Change enablement
      Correct
    Show Answer & Explanation Hide Answer & Explanation

    Correct Answer: D

    Explanation

    The purpose of the continual improvement practice is to align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services, service components, practices, or any element involved in the efficient and effective management of products and services1. This practice needs the right culture to be embedded across the entire organization, as it requires a shared vision, commitment, empowerment, collaboration, learning, and measurement2. References: ITIL Foundation - ITIL 4 Edition, page 15; ITIL® 4 – A Pocket Guide, page 34; ITIL® 4 Practice Guide: Continual Improvement, page 7.

  5. Question 5

    Single answer

    Which is a financially valuable component that can contribute to the delivery of a service?

    • Option A:
      Configuration item
      Correct
    • Option B:
      Sponsor
      Correct
    • Option C:
      IT asset
      Correct
    • Option D:
      Service offering
      Correct
    Show Answer & Explanation Hide Answer & Explanation

    Correct Answer: C

    Explanation

    IT asset is any financially valuable component that can contribute to the delivery of an IT product or service. The scope of IT asset management typically includes all software, hardware, networking, cloud services, and client devices

    https://wiki.process-symphony.com.au/framework/lifecycle/process/it-asset-management-itil-4/#:~:text=IT%20asset%20is%20any%20financially,cloud%20services%2C%20and%20client%20devices.