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ITIL 4 FOUNDATION PRACTICE EXAM
2026/2027QUESTIONS WITH VERIFIED
ANSWERS & COMPLETE RATIONALES
**1. Which statement BEST describes a "problem" in ITIL 4?**
A. A known error for which the cause and solution are not yet
known
B. The cause of two or more incidents
C. A severe incident that has a critical impact on the business
D. The cause of one or more incidents
**Correct answer:** D
**Rationale:** A problem is defined as the cause of one or more
incidents. Option A describes a known error (a problem whose
root cause and workaround are known). Option B is too narrow
(problems can arise from a single significant incident). Option C
confuses a major incident with a problem .
**2. What BEST describes a "standard change" in ITIL 4?**
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A. A change that affects policies and guidelines established by
the service provider
B. A change that correctly follows the procedures required by
the change management process
C. A pre-authorized change that has a predefined procedure,
with known risks and costs
D. A change that is the result of an audit
**Correct answer:** C
**Rationale:** A standard change is simple, controlled,
documented, and repeatable. It is pre-authorized the first time it
is implemented, with known risks and costs. Option B applies to
all types of changes, not just standard changes .
**3. Which ITIL 4 guiding principle emphasizes understanding
the needs of the customer and all other stakeholders?**
A. Start where you are
B. Focus on value
C. Progress iteratively with feedback
D. Keep it simple and practical
**Correct answer:** B
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**Rationale:** "Focus on value" requires understanding what is
valuable to the customer and all stakeholders, and ensuring
that everything the organization does contributes to that value.
The other principles address different aspects of service
management .
**4. What are the four dimensions of service management in
ITIL 4?**
A. Plan, Do, Check, Act
B. Organizations and People, Information and Technology,
Partners and Suppliers, Value Streams and Processes
C. Strategy, Design, Transition, Operation
D. Inputs, Activities, Outputs, Outcomes
**Correct answer:** B
**Rationale:** The four dimensions are Organizations and
People, Information and Technology, Partners and Suppliers,
and Value Streams and Processes. These dimensions must be
considered together to ensure a holistic approach to service
management .
ITIL 4 FOUNDATION PRACTICE EXAM
2026/2027QUESTIONS WITH VERIFIED
ANSWERS & COMPLETE RATIONALES
**1. Which statement BEST describes a "problem" in ITIL 4?**
A. A known error for which the cause and solution are not yet
known
B. The cause of two or more incidents
C. A severe incident that has a critical impact on the business
D. The cause of one or more incidents
**Correct answer:** D
**Rationale:** A problem is defined as the cause of one or more
incidents. Option A describes a known error (a problem whose
root cause and workaround are known). Option B is too narrow
(problems can arise from a single significant incident). Option C
confuses a major incident with a problem .
**2. What BEST describes a "standard change" in ITIL 4?**
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A. A change that affects policies and guidelines established by
the service provider
B. A change that correctly follows the procedures required by
the change management process
C. A pre-authorized change that has a predefined procedure,
with known risks and costs
D. A change that is the result of an audit
**Correct answer:** C
**Rationale:** A standard change is simple, controlled,
documented, and repeatable. It is pre-authorized the first time it
is implemented, with known risks and costs. Option B applies to
all types of changes, not just standard changes .
**3. Which ITIL 4 guiding principle emphasizes understanding
the needs of the customer and all other stakeholders?**
A. Start where you are
B. Focus on value
C. Progress iteratively with feedback
D. Keep it simple and practical
**Correct answer:** B
, 3 | Page
**Rationale:** "Focus on value" requires understanding what is
valuable to the customer and all stakeholders, and ensuring
that everything the organization does contributes to that value.
The other principles address different aspects of service
management .
**4. What are the four dimensions of service management in
ITIL 4?**
A. Plan, Do, Check, Act
B. Organizations and People, Information and Technology,
Partners and Suppliers, Value Streams and Processes
C. Strategy, Design, Transition, Operation
D. Inputs, Activities, Outputs, Outcomes
**Correct answer:** B
**Rationale:** The four dimensions are Organizations and
People, Information and Technology, Partners and Suppliers,
and Value Streams and Processes. These dimensions must be
considered together to ensure a holistic approach to service
management .
