ITIL 4 FOUNDATION EXAM STUDY GUIDE 2026
FULL QUESTIONS AND CORRECT ANSWERS
◉ You are working as a service desk manager. One of your analysts has
created a new workaround for a problem that has been causing issues for
users for the last few hours. To ensure all users across the network are
notified of this workaround, you decided to post the workaround on the
front page of your user service portal on the intranet. During which
value chain activity would this occur?
a) plan
b) Improve
c) engage
d) Obtain / build. Answer: c) engage
◉ How does "service level management" contribute to the "improve"
value chain activity?
a) Uses feedback from users about the service and requirements from
customers to make the service better
,b) Provides feedback from interactions with customers into new or
changed services
c) Provides information about the actual service performance and trends
d) Collects feedback during interactions and communicates service
performance objectives to the operations and support teams. Answer: a)
Uses feedback from users about the service and requirements from
customers to make the service better
◉ You are in a quarterly service level management review with your
supervisor/ The manager asks your supervisor if the service desk has
been meeting their SLA target metrics. Your supervisor proudly
proclaims that everything is "green" (meaning, we are meeting all of the
targets). Just then, another executive asks, "if everything is showing as
"green," why am I heading other users complain that the service is
always unavailable for use?" What might be the reason for this?
a) Your supervisor's data is based on operational metrics
b) Your supervisor's data is based on business metrics
c) Your supervisor's data is based on availability metrics
,d) Your supervisor's data is not based on business outcomes. Answer: d)
Your supervisor's data is not based on business outcomes
◉ What activity is the main channel for communication and
collaboration with users?
a) Service level management
b) Service desk
c) incident management
d) service request management. Answer: b) Service desk
◉ what is true about the service desk?
a) Service desks should always be a physical team in a single fixed
location
b) Service desks should be designed based on your organization, its
business process, and the user requirements
c) Service desks should always use a virtual service desk to save money
, d) Service desks should always be local to the organization they support.
Answer: b) Service desks should be designed based on your
organization, its business process, and the user requirements
◉ What is an example of an action a service request management
employee would undertake as part of the "obtain/build" activity?
a) Analyzing data to identify opportunities to provide new service
request options
b) Ensuring users continue to be productive when they need assistance
from the service provider
c) Acquiring pre approved service components to help fulfill service
requests
d) Initiating standard changes to fulfill service request. Answer: c)
Acquiring pre approved service components to help fulfill service
requests
◉ How does "service request management" contribute to the "deliver
and support" value chain activity?
FULL QUESTIONS AND CORRECT ANSWERS
◉ You are working as a service desk manager. One of your analysts has
created a new workaround for a problem that has been causing issues for
users for the last few hours. To ensure all users across the network are
notified of this workaround, you decided to post the workaround on the
front page of your user service portal on the intranet. During which
value chain activity would this occur?
a) plan
b) Improve
c) engage
d) Obtain / build. Answer: c) engage
◉ How does "service level management" contribute to the "improve"
value chain activity?
a) Uses feedback from users about the service and requirements from
customers to make the service better
,b) Provides feedback from interactions with customers into new or
changed services
c) Provides information about the actual service performance and trends
d) Collects feedback during interactions and communicates service
performance objectives to the operations and support teams. Answer: a)
Uses feedback from users about the service and requirements from
customers to make the service better
◉ You are in a quarterly service level management review with your
supervisor/ The manager asks your supervisor if the service desk has
been meeting their SLA target metrics. Your supervisor proudly
proclaims that everything is "green" (meaning, we are meeting all of the
targets). Just then, another executive asks, "if everything is showing as
"green," why am I heading other users complain that the service is
always unavailable for use?" What might be the reason for this?
a) Your supervisor's data is based on operational metrics
b) Your supervisor's data is based on business metrics
c) Your supervisor's data is based on availability metrics
,d) Your supervisor's data is not based on business outcomes. Answer: d)
Your supervisor's data is not based on business outcomes
◉ What activity is the main channel for communication and
collaboration with users?
a) Service level management
b) Service desk
c) incident management
d) service request management. Answer: b) Service desk
◉ what is true about the service desk?
a) Service desks should always be a physical team in a single fixed
location
b) Service desks should be designed based on your organization, its
business process, and the user requirements
c) Service desks should always use a virtual service desk to save money
, d) Service desks should always be local to the organization they support.
Answer: b) Service desks should be designed based on your
organization, its business process, and the user requirements
◉ What is an example of an action a service request management
employee would undertake as part of the "obtain/build" activity?
a) Analyzing data to identify opportunities to provide new service
request options
b) Ensuring users continue to be productive when they need assistance
from the service provider
c) Acquiring pre approved service components to help fulfill service
requests
d) Initiating standard changes to fulfill service request. Answer: c)
Acquiring pre approved service components to help fulfill service
requests
◉ How does "service request management" contribute to the "deliver
and support" value chain activity?
