ITIL ITIL-4-Foundation ITIL 4 Foundation Exam Exam Practice Test

In ITIL 4, the guiding principle “Keep it simple and practical” advises organizations to:

Always use the minimum number of steps necessary to achieve objectives

Eliminate activities that do not create value

Avoid over-complication and unnecessary work

This principle explicitly supports removing unnecessary processes, steps, or documentation that do not contribute to value. That is exactly what the question describes as “the elimination of unnecessary work,” so A is correct.

Why the others are not correct in this context:

B. Think and work holistically focuses on seeing the organization as an integrated system and considering end-to-end value creation, not specifically on eliminating unnecessary work.

C. Start where you are emphasizes using and understanding existing practices, capabilities, and data before creating something new, but it does not directly focus on removing unnecessary work.

D. Progress iteratively with feedback promotes working in small, manageable iterations and learning from feedback; it is about how to approach change, not specifically about eliminating unnecessary work.

Therefore, the guiding principle that proposes eliminating unnecessary work is “Keep it simple and practical”, making A the correct answer.

This is one of the most important questions for continual improvement. This question helps to define measurable targets for the IT service provider that will help to reach the vision of the company in the long-term. At this stage, we look at the identified key performance indicators from the previous step and determine what values we want to target for each of these indicators. This decision must be made with the business’s vision in mind, but also with a sense of what is practically possible.

Utility is the term used to describe the functionality of a service, or how well it meets the needs and expectations of the customers and users. Utility can be expressed as ‘what the service does’ or 'the functionality offered by a product or service to meet a particular need’1. Utility is one of the two elements of service value, along with warranty2. References: ITIL Foundation - ITIL 4 Edition, page 4; ITIL® 4 – A Pocket Guide, page 14.

In ITIL 4, “user” is a specific stakeholder role in the context of service management.

A user is defined as:

The role that uses services.

This is distinct from other roles involved in service relationships:

A customer is typically the person or role who defines the requirements for a service and/or authorizes the budget for its consumption.

A sponsor is the person or role that authorizes the funding for service consumption.

Governance roles (such as senior management or a board) are those who direct and control the organization.

Looking at the options:

A. The role that directs and controls an organizationThis describes governance or management roles, not the user role.

B. The role that uses services ✅This exactly matches the ITIL 4 definition of a user.

C. The role that authorizes budget for service consumptionThis better matches a customer or sponsor, not a user.

D. The role that defines the requirements for a serviceThis also aligns with the customer role.

Therefore, according to ITIL 4 terminology, a user is:

The role that uses services.

So the correct answer is B.

Error control also regularly re-assesses the status of known errors that have not been resolved, taking account of the overall impact on customers and/or service availability, and the cost of permanent resolutions, and effectiveness of workarounds

More complex incidents will usually be escalated to a support team for resolution, or even suppliers and partners who offer support for products and services they provide.

The incident management practice aims to minimize the negative impact of incidents by restoring normal service operation as quickly as possible1. A complex or major incident is an incident that has a significant impact or urgency for the business and requires a high level of coordination and resources to resolve2. This may require a temporary team to work together, such as a major incident team or a swarming team3. References: ITIL Foundation - ITIL 4 Edition, page 14; ITIL® 4 – A Pocket Guide, page 32; ITIL® 4 Practice Guide: Incident Management, page 8.

A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on services

A guiding principle is a recommendation that provides universal and enduring guidance to an organization, which applies in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.

Partners and suppliers are one of the four dimensions of service management that influence the effectiveness and efficiency of service delivery1. This dimension covers the relationships that an organization has with other organizations that are involved in the design, development, deployment, delivery, support, and improvement of services2. This dimension also includes the contracts, agreements, and policies that govern these relationships3. References: ITIL Foundation - ITIL 4 Edition, page 8; ITIL® 4 – A Pocket Guide, page 19; ITIL® 4 Practice Guide: Partner and Supplier Management, page 7.

Nonrepudiation provides an assurance that the sender of data is provided with proof of delivery and the recipient is provided with proof of the sender's identity, so neither can later deny having processed the data. Further, this concept can apply to any activity, not just the sending and receiving of data; in a more general sense, it is a mechanism to prove that an activity was performed and by whom. Nonrepudiation is typically comprised of authentication, auditing/logging, and cryptography services.

You need to use all of your resources as effectively and efficiently as you can. This means that you should automate wherever you can, and use people only for tasks that can’t be automated. It also means that you need to think carefully about what you can automate and about the circumstances where only a person will do; and about simplifying those processes you do decide to automate to eliminate wasteful or inefficient steps.

You should always optimize the work BEFORE you automate it, as automating something that is inefficient or ineffective may just result in you doing the wrong thing faster!

Comprehensive and Detailed Explanation From Exact Extract (Aligned with ITIL 4 Foundation Study Guide)

The correct answer is IT asset management, because its core purpose directly addresses the management of financially valuable assets that support the delivery of IT services.

In ITIL 4, the purpose of the IT asset management practice is to:

ensure that the organization’s IT assets are properly managed throughout their lifecycle

ensure that assets provide value

control the financial, legal, and operational risks associated with IT assets

maximize the value derived from those assets

ITIL defines an IT asset as any financially valuable component that contributes to the delivery of an IT service.

This includes hardware, software, networks, cloud resources, licenses, and other items that have financial value and support service delivery.

This wording directly matches the question, making A. IT asset management the correct choice.

Why the other options are incorrect:

B. Deployment management: Concerned with moving new or changed components into live environments; not focused on financial value or asset lifecycle.

C. Continual improvement: Focuses on ongoing enhancement of products, services, and practices; not about managing financially valuable components.

D. Monitoring and event management: Focuses on identifying events and ensuring services are observed for normal and abnormal conditions; not asset-focused.

References (Aligned with ITIL 4 Foundation Concepts)

ITIL 4 Foundation: Practice purpose of IT Asset Management

Definition of IT asset as a financially valuable component supporting IT service delivery

ITIL 4 Foundation: Practice summaries for the 15 ITIL practices

A service request is defined as a request from a user or a user’s authorized representative that initiates a service action which has been agreed as a normal part of service delivery.

The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner. Service request management is dependent upon well-designed processes and procedures, which are operationalized through tracking and automation tools to maximize the efficiency of the practice. To be handled optimally, service request management should follow these guidelines:

Service requests and their fulfilment should be standardized and automated to the greatest degree possible.

Policies should define which service requests will be fulfilled with limited or even no additional approvals so that fulfilment can be streamlined.

The expectations of users regarding fulfilment times and costs should be clearly set, based on what the organization can realistically deliver.

Opportunities for improvement should be identified and implemented to produce faster fulfilment times and take advantage of automation.

In ITIL 4 terminology, a problem is defined as the cause, or potential cause, of one or more incidents. Incident management deals with restoring service as quickly as possible, while problem management focuses on finding and addressing the underlying causes so that incidents do not recur.

A problem is therefore directly associated with the cause behind one or more incidents, matching the wording in the sentence.

A known error is a problem that has been analyzed and has a documented root cause and workaround; it is not simply “the cause or potential cause” but a further state of a problem.

A change is the addition, modification, or removal of anything that could have a direct or indirect effect on services, not specifically the cause of incidents.

An event is any change of state that has significance for the management of a service or other configuration item; again, not defined as the cause of incidents.

Because ITIL 4 explicitly associates the phrase “cause, or potential cause, of one or more incidents” with problem, the correct answer is D.

The purpose of the improve value chain activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.

Don’t start from scratch and build something new without considering what you already have. It’s almost always better to improve what you currently have than to throw it all away and start again, although you must also be able to recognise when a complete replacement is, in fact, needed.

Not only is this approach less wasteful than starting from scratch – because it preserves value that you already have – but it also helps you to keep your people on board. They’re much more likely to support the changes you need if their previous contributions have been appropriately valued.

Don’t rely on metrics and reports to tell you what the current situation is. When you carry out an assessment you should observe what is happening for yourself, and just use the metrics to support your observations.

Problem Control. Problem control activities include problem analysis and documenting workarounds and known errors.

Just like incidents, problems will be prioritized based on the risk they pose in terms of probability and impact to services. Focus should be given to problems that have highest risk to services and service management.

Think and work holistically

No service, practice, process, department, or supplier stands alone. The outputs that the organization delivers to itself, its customers, and other stakeholders will suffer unless it works in an integrated way to handle its activities as a whole, rather than as separate parts.

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.

Comprehensive and Detailed Explanation From Exact Extract:

ITIL 4 defines four dimensions of service management that are critical for the effective and efficient co-creation of value:

Organizations and people

Information and technology

Partners and suppliers

Value streams and processes

The “Organizations and people” dimension addresses:

Organizational structure – how the organization is arranged.

Roles and responsibilities – who does what and who is accountable.

Systems of authority and communication – how decisions are made and communicated.

Culture and competencies – behaviors, skills, and capabilities of people involved in service management.

Because this dimension specifically covers roles, responsibilities, and systems of authority, the correct answer is A. Organizations and people.

The other dimensions focus on different aspects:

Information and technology – data, information, and technological solutions used in service management.

Partners and suppliers – relationships and agreements with third parties that support service delivery.

Value streams and processes – how activities and processes are organized to create and deliver value.

Relevant ITIL 4 Foundation references:

The four dimensions of service management chapter.

Detailed description of the “Organizations and people” dimension (structure, roles, responsibilities, authority).

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

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.

In ITIL 4, a service request is defined as a user request for information, advice, or a standard change, or for access to a service.

A user asking, “How do I create a report?” and contacting the service desk is:

Requesting information/advice

A normal, expected interaction with the service

Not reporting a service failure or interruption

Handling such requests is the purpose of the service request management practice, which ensures that:

Service requests are handled efficiently and user-friendly

Users receive help, information, or access according to agreed procedures

Requests follow pre-defined workflows where possible

Therefore, the practice most likely to help in solving this issue is C. Service request management.

Why the other options are incorrect:

A. Incident managementIncident management deals with unplanned interruptions, reductions in service quality, or failures. Here, the service is working; the user just needs guidance, not restoration of service.

B. Service level managementThis focuses on defining, negotiating, and managing service level agreements (SLAs) and overall service performance, not answering “how to” questions.

D. Change enablementThis practice manages changes to services and components, reducing risk. A user asking how to create a report is not requesting a change to the service.

References (Aligned with ITIL 4 Foundation concepts)

ITIL 4 Foundation: Definition of service request and service request management

ITIL 4 Foundation: Distinction between incidents and service requests

In order to be aligned to customer outcomes and expectations, SLM requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers:

Engagement is needed to understand and confirm the actual ongoing needs and requirements of customers, not simply what is interpreted by the service provider or has been agreed several years before. ITIL4 refers to value as being co-created, since it needs the input and validation of customers.

Listening is important as a relationship-building and trust-building activity, to show customers that they are valued and understood. This helps to move the provider away from always being in ‘solution mode’ and to build new, more constructive partnerships. Each customer is unique, and the service provider must not have a one-size-fits-all approach.

The activities of engaging and listening provide a great opportunity to build improved relationships and to focus on what really needs to be delivered. They also give service delivery staff an experience-based understanding of the day-to-day work that is done with their technology, enabling them to deliver a more business-focused service. When the customer is engaged and listened to, they feel valued and their perception of the service and service management activities improves.

The first important step is identifying and managing all the stakeholder groups that an organization deals with. The first and most obvious stakeholder group is the customers, as in service management the organization’s main goal is to facilitate customer outcomes. Other examples of stakeholder collaboration include:

Developers working with other internal teams

Suppliers collaborating with the organization

Relationship managers collaborating with service consumers

Customers collaborating with each other

Internal and external suppliers collaborating with each other

The contribution to improvement of each stakeholder group at each level should be understood, as should the most effective methods to engage with them. Depending on the service and the relationship between the service provider and the service consumer, the expectations about the level and type of collaboration can vary significantly. It is important to involve stakeholders, and address their needs at all levels. Determining the type, method, and frequency of such messaging is one of the central activities related to communication.

Comprehensive and Detailed Explanation From Exact Extract (Aligned with ITIL 4 Foundation Study Guide)

In ITIL 4, improvement work is performed using iterative cycles, supported by continuous feedback. This idea comes from the ITIL Guiding Principle: “Progress iteratively with feedback.”

A feedback loop ensures that each iteration remains aligned with stakeholder needs, performance data, and contextual changes.

Why Feedback Loop is Correct:

Feedback loops provide information about:

the performance of activities

the needs and expectations of stakeholders

whether the current approach is still suitable

issues or improvements identified during the iteration

This continuous flow of information allows the team to adjust the iteration early, ensuring improvement activities remain relevant even when circumstances change.

Why the other options are incorrect:

A. Analysis paralysis: ITIL specifically warns against over-analysis that prevents progress.

B. Direct observation: Helpful for understanding work but does not keep iteration aligned with changing circumstances.

C. Minimum viable product: Useful for early delivery but not for continuous alignment during iterations.

Therefore, the concept that keeps improvement iteration activities appropriate under changing conditions is the feedback loop.

References (Aligned With ITIL 4 Foundation Publications — No URLs)

ITIL 4 Foundation: Guiding Principle “Progress iteratively with feedback”

ITIL 4 Foundation: Continual Improvement concepts

ITIL 4 Foundation: Service Value System emphasis on feedback mechanisms for adaptation

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

In ITIL 4, the service desk practice is defined as the single point of contact between the service provider and its users. One of its key responsibilities is to ensure that:

Users can contact the service provider easily

There are multiple communication channels available (phone, email, chat, self-service portal, mobile app, etc.)

Calls, messages, and contacts from users about incidents, service requests, and inquiries are captured and handled

This means the service desk is the practice that guarantees users have a range of access channels to report problems and requests.

Why the other options are not correct:

B. Service level managementFocuses on setting, agreeing, and managing service level targets and ensuring that services meet agreed performance levels. It does not primarily manage user contact channels.

C. Incident managementFocuses on restoring normal service operation as quickly as possible after incidents occur. It uses information gathered by the service desk but does not itself guarantee multiple channels for users.

D. Change enablementDeals with ensuring that changes are properly evaluated, authorized, and managed. It is not about user-facing communication channels.

Therefore, A. Service desk is correct because it is explicitly responsible for providing and managing the channels through which users report issues and make requests.

References (ITIL 4 Foundation):

ITIL® Foundation: ITIL 4 Edition – Service desk practice (purpose and key activities)

ITIL® Foundation: ITIL 4 Edition – Overview of incident management and relationship with the service desk

ITIL® defines a problem as a cause, or potential cause, of one or more incidents. A known error is a problem that has been analyzed but not resolved.

In ITIL 4, the continual improvement practice focuses on:

Aligning services and practices with changing business needs

Identifying and prioritizing improvement opportunities

Using appropriate methods and tools to assess and plan improvements

ITIL 4 explicitly notes that organizations should develop skills in assessment and improvement techniques, such as SWOT analysis and balanced scorecard reviews, to support continual improvement. These methods help assess the current state, opportunities, risks, and performance from multiple perspectives, and they feed into the continual improvement model.

Why the others are incorrect:

Incident management concentrates on restoring service after incidents; it does not specifically emphasize methodologies like SWOT or balanced scorecard.

Service request management deals with handling user requests efficiently and effectively, not with improvement analysis techniques.

Change enablement is about controlling and enabling beneficial changes; while it may use some analysis, it is not the practice highlighted for competencies in SWOT and balanced scorecard.

Therefore, the practice that encourages organizations to develop competencies in techniques such as SWOT analysis and balanced scorecard review is continual improvement, making B the correct answer.

Comprehensive and Detailed Explanation From Exact Extract:

In ITIL 4, the monitoring and event management practice is concerned with the systematic observation of services and service components. Its purpose is described as:

Continuously monitoring services and infrastructure.

Identifying and capturing changes of state in these components.

Classifying certain changes of state as events, which are then recorded, reported, and, where necessary, acted upon.

This practice enables early detection of issues, supports automated responses where appropriate, and helps maintain the normal operation and performance of services.

Option C accurately reflects this purpose, so it is correct.

The other options describe the purposes of different ITIL practices:

A – This is the purpose of incident management (restoring normal service operation quickly to minimize impact).

B – This is the purpose of service request management (handling user-initiated service requests effectively).

D – This is the purpose of change enablement (ensuring successful changes through proper risk assessment and authorization).

Relevant ITIL 4 Foundation references:

Monitoring and event management practice: purpose and key activities.

Purpose statements for incident management, service request management, and change enablement practices (for comparison).

Emergency changes. These are changes that must be implemented as soon as possible; for example, to resolve an incident or implement a security patch. Emergency changes are not typically included in a change schedule, and the process for assessment and authorization is expedited to ensure they can be implemented quickly. As far as possible, emergency changes should be subject to the same testing, assessment, and authorization as normal changes, but it may be acceptable to defer some documentation until after the change has been implemented, and sometimes it will be necessary to implement the change with less testing due to time constraints. There may also be a separate change authority for emergency changes, typically including a small number of senior managers who understand the business risks involved.”

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In ITIL 4, guiding principles are defined as recommendations that guide an organization in all circumstances, regardless of changes in goals, strategies, work type, or management structure. They are explicitly intended to support decision-making and actions at all levels of the organization.

The guiding principles help people decide:

How to approach work

How to prioritize activities

How to respond to challenges or opportunities

How to adapt service management practices to the organization’s context

The other options are important ITIL concepts, but they do not primarily exist to guide decisions in every situation:

Four dimensions of service management give a holistic view of what must be considered, but do not themselves provide decision rules.

Service value chain describes core activities that create value, not a decision framework.

Practices describe how specific types of work are organized, not general decision guidance.

Therefore, the ITIL concept that helps an organization make good decisions in all circumstances is the guiding principles.