The ITIL® 4 Foundation Examination
Sample Paper 2
Question Booklet
Multiple Choice
Examination Duration: 1 hour
Instructions
1. You should attempt all 40 questions. Each question is worth one mark.
2. There is only one correct answer per question.
3. You need to answer 26 questions correctly to pass the exam.
4. Mark your answers on the answer sheet provided. Use a pencil (NOT pen).
5. You have 1 hour to complete this exam.
6. This is a ‘closed book’ exam. No material other than the exam paper is
allowed.
©AXELOS Limited 2019.
AXELOS®, ITIL® and the swirl logo are registered trade marks of AXELOS Limited.
Reproduction of this material requires the permission of AXELOS Limited.
All rights reserved.
Page 1 of 12
EN_ITIL4_FND_2019_SamplePaper2_QuestionBk_v1.0
, The ITIL® 4 Foundation Examination
1) What is the effect of increased automation on the 'service desk' practice?
A. Greater ability to focus on customer experience when personal contact is needed
B. Decrease in self-service incident logging and resolution
C. Increased ability to focus on fixing technology instead of supporting people
D. Elimination of the need to escalate incidents to support teams
2) Which term describes the functionality offered by a service?
A. Cost
B. Utility
C. Warranty
D. Risk
3) Which is the purpose of the 'monitoring and event management' practice?
A. To ensure that accurate and reliable information about the configuration of services is
available when and where it is needed
B. To systematically observe services and service components, and record and report selected
changes of state
C. To protect the information needed by the organization to conduct its business
D. To minimize the negative impact of incidents by restoring normal service operation as quickly
as possible
4) What should all 'continual improvement' decisions be based on?
A. Details of how services are measured
B. Accurate and carefully analysed data
C. An up-to-date balanced scorecard
D. A recent maturity assessment
©AXELOS Limited 2019.
AXELOS®, ITIL® and the swirl logo are registered trade marks of AXELOS Limited.
Reproduction of this material requires the permission of AXELOS Limited.
All rights reserved.
Page 2 of 11
EN_ITIL4_FND_2019_SamplePaper2_QuestionBk_v1.0
, The ITIL® 4 Foundation Examination
5) How do all value chain activities transform inputs to outputs?
A. By determining service demand
B. By using a combination of practices
C. By using a single functional team
D. By implementing process automation
6) How does customer engagement contribute to the 'service level management' practice?
1. It captures information that metrics can be based on
2. It ensures the organization meets defined service levels
3. It defines the workflows for service requests
4. It supports progress discussions
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
7) What is the starting point for optimization?
A. Securing stakeholder engagement
B. Understanding the vision and objectives of the organization
C. Determining where the most positive impact would be
D. Standardizing practices and services
8) Identify the missing words in the following sentence.
The purpose of the [?] is to ensure that the organization continually co-creates value with all
stakeholders in line with the organization's objectives.
A. ‘focus on value’ guiding principle
B. four dimensions of service management
C. service value system
D. ‘service request management’ practice
©AXELOS Limited 2019.
AXELOS®, ITIL® and the swirl logo are registered trade marks of AXELOS Limited.
Reproduction of this material requires the permission of AXELOS Limited.
All rights reserved.
Page 3 of 11
EN_ITIL4_FND_2019_SamplePaper2_QuestionBk_v1.0
Sample Paper 2
Question Booklet
Multiple Choice
Examination Duration: 1 hour
Instructions
1. You should attempt all 40 questions. Each question is worth one mark.
2. There is only one correct answer per question.
3. You need to answer 26 questions correctly to pass the exam.
4. Mark your answers on the answer sheet provided. Use a pencil (NOT pen).
5. You have 1 hour to complete this exam.
6. This is a ‘closed book’ exam. No material other than the exam paper is
allowed.
©AXELOS Limited 2019.
AXELOS®, ITIL® and the swirl logo are registered trade marks of AXELOS Limited.
Reproduction of this material requires the permission of AXELOS Limited.
All rights reserved.
Page 1 of 12
EN_ITIL4_FND_2019_SamplePaper2_QuestionBk_v1.0
, The ITIL® 4 Foundation Examination
1) What is the effect of increased automation on the 'service desk' practice?
A. Greater ability to focus on customer experience when personal contact is needed
B. Decrease in self-service incident logging and resolution
C. Increased ability to focus on fixing technology instead of supporting people
D. Elimination of the need to escalate incidents to support teams
2) Which term describes the functionality offered by a service?
A. Cost
B. Utility
C. Warranty
D. Risk
3) Which is the purpose of the 'monitoring and event management' practice?
A. To ensure that accurate and reliable information about the configuration of services is
available when and where it is needed
B. To systematically observe services and service components, and record and report selected
changes of state
C. To protect the information needed by the organization to conduct its business
D. To minimize the negative impact of incidents by restoring normal service operation as quickly
as possible
4) What should all 'continual improvement' decisions be based on?
A. Details of how services are measured
B. Accurate and carefully analysed data
C. An up-to-date balanced scorecard
D. A recent maturity assessment
©AXELOS Limited 2019.
AXELOS®, ITIL® and the swirl logo are registered trade marks of AXELOS Limited.
Reproduction of this material requires the permission of AXELOS Limited.
All rights reserved.
Page 2 of 11
EN_ITIL4_FND_2019_SamplePaper2_QuestionBk_v1.0
, The ITIL® 4 Foundation Examination
5) How do all value chain activities transform inputs to outputs?
A. By determining service demand
B. By using a combination of practices
C. By using a single functional team
D. By implementing process automation
6) How does customer engagement contribute to the 'service level management' practice?
1. It captures information that metrics can be based on
2. It ensures the organization meets defined service levels
3. It defines the workflows for service requests
4. It supports progress discussions
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
7) What is the starting point for optimization?
A. Securing stakeholder engagement
B. Understanding the vision and objectives of the organization
C. Determining where the most positive impact would be
D. Standardizing practices and services
8) Identify the missing words in the following sentence.
The purpose of the [?] is to ensure that the organization continually co-creates value with all
stakeholders in line with the organization's objectives.
A. ‘focus on value’ guiding principle
B. four dimensions of service management
C. service value system
D. ‘service request management’ practice
©AXELOS Limited 2019.
AXELOS®, ITIL® and the swirl logo are registered trade marks of AXELOS Limited.
Reproduction of this material requires the permission of AXELOS Limited.
All rights reserved.
Page 3 of 11
EN_ITIL4_FND_2019_SamplePaper2_QuestionBk_v1.0
