ITIL 4 Foundation

Last checked October 22, 2026 against the official PeopleCert exam page.

1. Question 1Service management practices

   Which practice is the primary one for restoring normal service operation as quickly as possible after an unplanned interruption?

   1. AProblem management, which identifies the root causes of recurring incidents and records known errors
   2. BChange enablement, which ensures that changes are assessed and authorized before they are made live
   3. CService level management, which sets and monitors targets with consumers and reports on them regularly
   4. DIncident management, which restores normal service operation as quickly as possible after an interruption
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   Correct answer: D

   Incident management is the practice focused on restoring service after an interruption, while problem management looks for causes. Change enablement and service level management support different outcomes.

2. Question 2Service value system

   Which component of the service value system describes the operating model that turns demand into value through activities?

   1. AGuiding principles, which provide recommendations that apply in any context the organization works in
   2. BContinual improvement, which reviews performance and identifies improvement opportunities across the system
   3. CService value chain, which defines the activities from opportunity to value realization for consumers
   4. DGovernance, which evaluates, directs, and monitors the organization's direction and decisions over time
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   Correct answer: C

   The service value chain is the operating model of the service value system, linking the activities that move from opportunity to realized value. The other components support the chain rather than describe the operating model itself.

3. Question 3Guiding principles

   A team is designing a new service and wants to start with a small pilot, learn quickly, and adjust based on what users report. Which guiding principle applies?

   1. AFocus on value, keeping every activity tied to outcomes that matter to stakeholders and consumers
   2. BThink and work holistically, so that the service fits the whole system it will operate within
   3. COptimize and automate, making the best use of resources and automating repeatable tasks in the service
   4. DProgress iteratively with feedback, starting small and adjusting based on what each cycle teaches the team
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   Correct answer: D

   Progressing iteratively with feedback means working in small steps and using each cycle's learning to adjust. The other principles are valid, but they do not describe the pilot-and-learn approach in the scenario.

4. Question 4Service value chain

   Which value chain activity focuses on understanding the current and future needs of consumers and maintaining relationships with them?

   1. APlan, which ensures a shared understanding of direction and status across the value chain activities
   2. BEngage, which keeps understanding of stakeholder needs current and maintains relationships with them
   3. CDesign and transition, which ensures that services meet expectations for quality, cost, and time
   4. DObtain or build, which acquires or creates service components when they are needed by the service
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   Correct answer: B

   Engage is the value chain activity that keeps stakeholder needs understood and relationships maintained, which provides the input for the rest of the chain. The other activities plan, design and obtain components rather than managing stakeholder relationships.

5. Question 5Service management concepts

   A customer buys a cloud storage service. Which term describes the result the customer wants to achieve by using it?

   1. AOutcome, the result that the customer wants to achieve, such as securely keeping and retrieving records
   2. BWarranty, the assurance that the storage service will be available, secure, and capable when it is needed
   3. CUtility, the functionality the storage service provides, such as capacity and file versioning features
   4. DOutput, the tangible result that the storage platform produces when a file is saved for the customer
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   Correct answer: A

   An outcome is the result a stakeholder wants to achieve, and services exist to enable outcomes. Outputs are what the service produces, utility is its functionality and warranty is the assurance of its quality.