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ITIL 4 Foundation — Practice Questions flashcards

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One-best-answer questions on value and co-creation, utility and warranty, the guiding principles, four dimensions, value system and chain, and key practices. Written for ITIL 4 Foundation, which PeopleCert still offers alongside ITIL (Version 5) Foundation as of October 2026.

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Practice deck · part of ITIL 4 Foundation · written against: ITIL 4 Foundation syllabus. Updated 2026-10-10.

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  1. A project team builds a new sales dashboard. Three months later, regional managers use it to spot falling sales early and act before the quarter ends. In ITIL 4 terms, what is the managers' ability to act early on falling sales?

    A) A product
    B) An outcome
    C) A service action
    D) An output
    B) An outcome

    An outcome is what a stakeholder achieves with the help of one or more outputs. The dashboard itself is the output; what the managers achieve with it is the outcome.
    Key Concepts › Value and Co-creation
  2. A team lead is asked to redesign how new starters are set up. Before changing anything, she spends a week watching the current process to see which steps already work well. Which guiding principle is she applying?

    A) Progress iteratively with feedback
    B) Start where you are
    C) Focus on value
    D) Think and work holistically
    B) Start where you are

    Start where you are means assessing what already exists, ideally by observing it directly, and reusing what works instead of starting from a blank page.
    Guiding Principles
  3. An organization is comparing cloud vendors' contract terms and deciding how much of a service to outsource. Which dimension of service management is this mainly about?

    A) Value streams and processes
    B) Organizations and people
    C) Information and technology
    D) Partners and suppliers
    D) Partners and suppliers

    Decisions about which other organizations to rely on, and on what terms, belong to the partners and suppliers dimension. The technology involved is secondary to the sourcing decision.
    Four Dimensions
  4. Which of the following is NOT one of the five components of the service value system?

    A) Governance
    B) Practices
    C) Continual improvement
    D) The four dimensions of service management
    D) The four dimensions of service management

    The five SVS components are guiding principles, governance, the service value chain, practices and continual improvement. The four dimensions apply to the SVS as a whole but are not one of its components.
    Service Value System
  5. Which service value chain activity makes sure service components exist at the time and place they are needed and match the agreed specifications?

    A) Engage
    B) Deliver and support
    C) Design and transition
    D) Obtain/build
    D) Obtain/build

    Obtain/build makes sure components are available and meet specifications, whether they are bought in or built internally.
    Service Value Chain
  6. New code is moved onto production servers but stays hidden behind a disabled feature flag until marketing launches it weeks later. Which practice is responsible for making the feature available for use?

    A) Deployment management
    B) Change enablement
    C) Release management
    D) Service configuration management
    C) Release management

    Release management is the practice that puts new or changed services and features into users' hands. Deployment management moved the code into the live environment, which here happened earlier and separately.
    Practices › Purpose-Level Practices

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About these cards

Review status: Second-reader reviewed, with corrections applied.

Checked against:

  • ITIL 4 Foundation syllabus — topic outline only; no text copied
  • PeopleCert, ITIL 4 Foundation Quick Reference Guide, version 4.2.0 (March 2025), consulted as a reference; no text copied
  • PeopleCert, ITIL 4 Specialist: Monitor, Support and Fulfil sample papers 1 and 2, answers and rationales (German, v1.2), consulted as a reference; no text copied

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