The ITIL® 4 Foundation Examination
Sample Paper 1
Answers and Rationales
©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 19
EN_ITIL4_FND_2019_SamplePaper1_Rationale_v1.3
, The ITIL® 4 Foundation Examination
For exam paper: EN_ITIL4_FND_2019_SamplePaper1_QuestionBk_v1.3
Q A Syllabus Ref Rationale
1 D 6.1.h A. Incorrect. “The purpose of the change control practice is to maximize the number
of successful service and product changes by ensuring that risks have been
properly assessed, authorizing changes to proceed, and managing the change
schedule”. Ref 5.2.4
B. Incorrect. “The purpose of the release management practice is to make new and
changed services and features available for use.” Ref 5.2.8
C. Incorrect. “The purpose of the IT asset management practice is to plan and
manage the full lifecycle of all IT assets”. Ref 5.2.6
D. Correct. “The purpose of the deployment management practice is to move new or
changed hardware, software, documentation, processes, or any other component to
live environments.” Ref 5.3.1
2 A 7.1.f A. Correct. “Service desks provide a clear path for users to report issues, queries,
and requests, and have them acknowledged, classified, owned, and actioned”. Ref
5.2.14
B. Incorrect. The ‘incident management’ practice deals only with incidents, not
queries and requests. “The purpose of the incident management practice is to
minimize the negative impact of incidents by restoring normal service operation as
quickly as possible”. Ref 5.2.5
C. Incorrect. The ‘change control’ practice deals only with change requests, not
other queries and requests. “The purpose of the change control practice is to
maximize the number of successful service and product changes by ensuring that
risks have been properly assessed, authorizing changes to proceed, and managing
the change schedule”. Ref 5.2.4
D. Incorrect. The ‘service level management’ practice ensures service targets are
met. It does not manage queries and requests from users. “The purpose of the
service level management practice is to set clear business-based targets for service
performance, so that the delivery of a service can be properly assessed, monitored,
and managed against these targets”. Ref 5.2.13
©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 19
EN_ITIL4_FND_2019_SamplePaper1_Rationale_v1.3
, The ITIL® 4 Foundation Examination
Q A Syllabus Ref Rationale
3 C 7.1.g A. Incorrect. "The purpose of the continual improvement practice is to align the
organization’s practices and services with changing business needs through the
ongoing improvement of products, services, and practices, or any element involved
in the management of products and services." Ref 5.1.2
B. Incorrect. "The purpose of the service desk practice is to capture demand for
incident resolution and service requests. It should also be the entry point and single
point of contact for the service provider with all of its users." Ref 5.2.14
C. Correct. "Service level management identifies metrics and measures that are a
truthful reflection of the customer’s actual experience and level of satisfaction with
the whole service," and "Engagement is needed to understand and confirm the
actual ongoing needs and requirements of customers, not simply what is interpreted
by the service provider or has been agreed several years before." Ref 5.2.15.1
D. Incorrect. "The purpose of the problem management practice is to reduce the
likelihood and impact of incidents by identifying actual and potential causes of
incidents, and managing workarounds and known errors". Ref 5.2.8
4 C 7.1.b A. Incorrect. While it can be used after deploying a change, this is not the main use
of the change schedule. "The change schedule is used to help plan changes, assist
in communication, avoid conflicts, and assign resources. It can also be used after
changes have been deployed to provide information needed for incident
management, problem management, and improvement planning." Ref 5.2.4
B. Incorrect. "Emergency changes: These are changes that must be implemented
as soon as possible; for example, to resolve an incident or implement a security
patch. Emergency changes are not typically included in a change schedule, and the
process for assessment and authorization is expedited to ensure they can be
implemented quickly." Ref 5.2.4
C. Correct. "The change schedule is used to help plan changes, assist in
communication, avoid conflicts, and assign resources." Ref 5.2.4
D. Incorrect. Standard changes are already pre-authorized and do not need to be
included on a change schedule. "These are low-risk, pre-authorized changes that
are well understood and fully documented, and can be implemented without needing
additional authorization." Ref 5.2.4
©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 19
EN_ITIL4_FND_2019_SamplePaper1_Rationale_v1.3
Sample Paper 1
Answers and Rationales
©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 19
EN_ITIL4_FND_2019_SamplePaper1_Rationale_v1.3
, The ITIL® 4 Foundation Examination
For exam paper: EN_ITIL4_FND_2019_SamplePaper1_QuestionBk_v1.3
Q A Syllabus Ref Rationale
1 D 6.1.h A. Incorrect. “The purpose of the change control practice is to maximize the number
of successful service and product changes by ensuring that risks have been
properly assessed, authorizing changes to proceed, and managing the change
schedule”. Ref 5.2.4
B. Incorrect. “The purpose of the release management practice is to make new and
changed services and features available for use.” Ref 5.2.8
C. Incorrect. “The purpose of the IT asset management practice is to plan and
manage the full lifecycle of all IT assets”. Ref 5.2.6
D. Correct. “The purpose of the deployment management practice is to move new or
changed hardware, software, documentation, processes, or any other component to
live environments.” Ref 5.3.1
2 A 7.1.f A. Correct. “Service desks provide a clear path for users to report issues, queries,
and requests, and have them acknowledged, classified, owned, and actioned”. Ref
5.2.14
B. Incorrect. The ‘incident management’ practice deals only with incidents, not
queries and requests. “The purpose of the incident management practice is to
minimize the negative impact of incidents by restoring normal service operation as
quickly as possible”. Ref 5.2.5
C. Incorrect. The ‘change control’ practice deals only with change requests, not
other queries and requests. “The purpose of the change control practice is to
maximize the number of successful service and product changes by ensuring that
risks have been properly assessed, authorizing changes to proceed, and managing
the change schedule”. Ref 5.2.4
D. Incorrect. The ‘service level management’ practice ensures service targets are
met. It does not manage queries and requests from users. “The purpose of the
service level management practice is to set clear business-based targets for service
performance, so that the delivery of a service can be properly assessed, monitored,
and managed against these targets”. Ref 5.2.13
©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 19
EN_ITIL4_FND_2019_SamplePaper1_Rationale_v1.3
, The ITIL® 4 Foundation Examination
Q A Syllabus Ref Rationale
3 C 7.1.g A. Incorrect. "The purpose of the continual improvement practice is to align the
organization’s practices and services with changing business needs through the
ongoing improvement of products, services, and practices, or any element involved
in the management of products and services." Ref 5.1.2
B. Incorrect. "The purpose of the service desk practice is to capture demand for
incident resolution and service requests. It should also be the entry point and single
point of contact for the service provider with all of its users." Ref 5.2.14
C. Correct. "Service level management identifies metrics and measures that are a
truthful reflection of the customer’s actual experience and level of satisfaction with
the whole service," and "Engagement is needed to understand and confirm the
actual ongoing needs and requirements of customers, not simply what is interpreted
by the service provider or has been agreed several years before." Ref 5.2.15.1
D. Incorrect. "The purpose of the problem management practice is to reduce the
likelihood and impact of incidents by identifying actual and potential causes of
incidents, and managing workarounds and known errors". Ref 5.2.8
4 C 7.1.b A. Incorrect. While it can be used after deploying a change, this is not the main use
of the change schedule. "The change schedule is used to help plan changes, assist
in communication, avoid conflicts, and assign resources. It can also be used after
changes have been deployed to provide information needed for incident
management, problem management, and improvement planning." Ref 5.2.4
B. Incorrect. "Emergency changes: These are changes that must be implemented
as soon as possible; for example, to resolve an incident or implement a security
patch. Emergency changes are not typically included in a change schedule, and the
process for assessment and authorization is expedited to ensure they can be
implemented quickly." Ref 5.2.4
C. Correct. "The change schedule is used to help plan changes, assist in
communication, avoid conflicts, and assign resources." Ref 5.2.4
D. Incorrect. Standard changes are already pre-authorized and do not need to be
included on a change schedule. "These are low-risk, pre-authorized changes that
are well understood and fully documented, and can be implemented without needing
additional authorization." Ref 5.2.4
©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 19
EN_ITIL4_FND_2019_SamplePaper1_Rationale_v1.3
