ITIL Foundation exam questions

The ITIL Foundation exam is the entry-level certification exam for the ITIL (Information Technology Infrastructure Library) framework, which is widely used for IT service management (ITSM).

ITIL provides a set of best practices for delivering IT services that align with business needs, ensuring efficiency and quality.

Key Points about the ITIL Foundation Exam:

1. Purpose:

• To certify your understanding of the ITIL framework, its principles, and its core concepts.

• To provide a foundation for individuals who want to advance to higher ITIL certifications or enhance their knowledge in ITSM.

2. Focus Areas:

• Key concepts and definitions related to IT service management.

• The four dimensions of service management.

• ITIL service value system (SVS) and service value chain.

• ITIL guiding principles and their practical application.

• Continual improvement processes and practices.

3. Exam Structure:

• Format: Multiple-choice questions.

• Number of Questions: Typically 40.

• Duration: 60 minutes (or 75 minutes if taking the exam in a non-native language).

• Passing Score: 65% (26 out of 40 correct answers).

• Delivery: Online or in a test center, often proctored.

4. Target Audience:

• IT professionals, managers, and team members involved in ITSM.

• Beginners or professionals transitioning into IT service management roles.

• Organizations implementing or enhancing ITIL practices.

5. Prerequisites:

• No prior experience or qualifications are required, making it accessible for beginners.

6. Versions:

• The latest version is ITIL 4 Foundation, which emphasizes modern practices like Agile, DevOps, and Lean, alongside traditional ITSM concepts.

Successfully passing the ITIL Foundation exam demonstrates your understanding of ITIL practices and can help advance your career in ITSM or related fields.

ITIL Foundation exam questions:

Here are some sample ITIL Foundation exam questions along with their answers and explanations to help you prepare:

Question 1: What is the purpose of the Change Enablement practice in ITIL 4?

A) To ensure that risks are properly assessed

B) To ensure changes are implemented with minimal disruption to services

C) To track and manage the lifecycle of all changes

D) All of the above

Answer: D) All of the above

Explanation:

The Change Enablement practice in ITIL 4 is focused on managing changes in a controlled manner to reduce risks, ensure proper assessment, and minimize disruptions to IT services. It also ensures that changes are documented and monitored throughout their lifecycle.

Question 2: Which of the following is a key focus of the “Service Value System” in ITIL 4?

A) Processes

B) Governance

C) Value creation

D) Automation

Answer: C) Value creation

Explanation:

The ITIL 4 Service Value System (SVS) focuses on enabling the creation of value through services. It integrates various components like guiding principles, governance, service value chain, and continual improvement to ensure that organizations deliver maximum value to stakeholders.

Question 3: What is the purpose of the ‘Incident Management’ practice?

A) To align IT services with the needs of the business

B) To minimize the negative impact of incidents by restoring normal service as quickly as possible

C) To manage unplanned interruptions to services and prioritize them based on impact

D) Both B and C

Answer: D) Both B and C

Explanation:

The purpose of the Incident Management practice is to manage and resolve unplanned interruptions (incidents) to IT services quickly and efficiently to minimize impact on the business. It ensures incidents are prioritized based on urgency and impact to restore services.

Question 4: What is a “change” in ITIL?

A) A major modification to a service

B) The addition, modification, or removal of anything that could have an effect on IT services

C) A request for new features in a service

D) A planned downtime

Answer: B) The addition, modification, or removal of anything that could have an effect on IT services

Explanation:

In ITIL, a change refers to any addition, modification, or removal of an IT service or component that may affect its operation. Changes are managed through the Change Enablement practice to minimize risks and disruptions.

Question 5: Which is NOT a component of the ITIL 4 Service Value System (SVS)?

A) Guiding Principles

B) Governance

C) Practices

D) Continual Service Improvement

Answer: D) Continual Service Improvement

Explanation:

In ITIL 4, “Continual Service Improvement” is no longer a standalone stage as it was in ITIL v3. Instead, continual improvement is embedded across the Service Value System (SVS) as a key activity and guiding principle. The main components of the SVS are guiding principles, governance, service value chain, practices, and continual improvement.