ITIL 4 Foundation Free Practice Questions and Answers

What is defined as an unplanned interruption or reduction in the quality of a service?

• A. An incident
• B. A problem
• C. A change
• D. An event

What aspect of service level management asks service consumers what their work involves and how technology helps them?

• A. Customer engagement
• B. Operational metrics
• C. Business metrics
• D. Customer feedback

Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?

• A. Deployment management
• B. Release management
• C. Change control
• D. Service configuration management

What can be used to determine if a service is fit for purpose?

• A. Availability
• B. Warranty
• C. Outcome
• D. Utility

Which statement about continual improvement is correct?

• 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