Question bank
ITIL 4 Foundation
40 ITIL 4 Foundation questions with the correct answer and a written explanation, organised across 7 exam domains.
- 40 questions
- 7 domains
- Foundation level
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Know the purpose and key terms of 15 ITIL practices
7 questions in this domain
- Question 1Single Choice
In ITIL 4, which change type is pre-authorized and follows a well-established procedure?
- AStandard changeCorrect answer
- BNormal change
- CEmergency change
- DUrgent change
Why this is the answer
Standard changes are low-risk, repetitive, pre-authorized, and follow a well-established procedure, so they do not require a new assessment every time.
- Question 2Multiple Select
Which two statements correctly describe standard changes in ITIL 4?
- AThey are low-risk, repetitive changes that follow a pre-defined procedure.Correct answer
- BThey require a formal risk assessment before every occurrence.
- CThey are pre-authorized and do not require a new assessment for each occurrence.Correct answer
- DThey must be approved by a Change Advisory Board before each implementation.
Why this is the answer
Standard changes are pre-authorized, low-risk, and repetitive. They follow a predefined procedure and do not need individual assessment or CAB approval for every instance.
- Question 3Interactive
Review the change record shown in the JSON block below. Based on the attributes, which ITIL 4 change type is represented?
- AStandard changeCorrect answer
- BNormal change
- CEmergency change
- DService request
Why this is the answer
The record shows low risk, pre-authorization, and a predefined procedure, all of which are characteristics of a standard change.
- Question 4Single Choice
Which statement best describes the purpose of the Change Schedule in ITIL 4?
- AIt is a list of all performed standard changes for audit purposes.
- BIt is a documented calendar used to plan changes and coordinate resources to avoid conflicts and manage risk.Correct answer
- CIt is a record of incidents that led to emergency changes.
- DIt is an approval document required for every normal change.
Why this is the answer
The Change Schedule is a documented calendar of planned changes. Its purpose is to coordinate resources, avoid conflicts, and support risk management around planned change activity.
- Question 5Multiple Select
Which two statements about risk assessment in ITIL 4 are true?
- AIt evaluates potential impact, likelihood of failure, and consequences of a proposed change.Correct answer
- BIt ensures the level of authorization is proportionate to the risk introduced.Correct answer
- CIt eliminates the need for any change authorization.
- DIt is only required for standard changes.
Why this is the answer
Risk assessment evaluates the potential impact, likelihood of failure, and consequences of a change. It also helps ensure the required authorization is proportionate to the risk, avoiding unnecessary bottlenecks for low-risk changes.
- Question 6Interactive
Review the change record provided in the JSON block below. Which two statements correctly describe this change?
- AThis should be classified as an emergency change because it must be implemented as soon as possible.Correct answer
- BThis should be classified as a standard change because security patches follow a predefined procedure.
- CThis is a normal change that requires full Change Advisory Board approval before the next weekly meeting.
- DRisk assessment must evaluate the potential impact, likelihood of failure, and consequences of this change.Correct answer
Why this is the answer
The record indicates a critical security patch with an immediate implementation window and high risk, so it should be treated as an emergency change. Regardless of change type, risk assessment must evaluate impact, likelihood, and consequences.
- Question 7Single Choice
Which statement correctly distinguishes Change Enablement from Incident Management in ITIL 4?
- AChange Enablement manages the lifecycle of changes, while Incident Management focuses on restoring normal service.Correct answer
- BIncident Management is a subset of Change Enablement.
- CChange Enablement is only responsible for emergency changes.
- DIncident Management is responsible for authorizing standard changes.
Why this is the answer
Change Enablement controls changes including standard, normal, and emergency changes. Incident Management focuses on restoring service as quickly as possible. An emergency change may be triggered by an incident, but the two practices remain distinct.
Understand 7 ITIL practices
17 questions in this domain
- Question 8Single Choice
In ITIL 4, which change type is low-risk, repetitive, and pre-authorized and does not need a new assessment each time?
- AStandard changeCorrect answer
- BNormal change
- CEmergency change
- DRequest for change
Why this is the answer
Standard changes are low-risk, repetitive, and pre-authorized, so they do not require new assessment for each occurrence.
- Question 9Multiple Select
Which statements about the purpose and use of the Change Schedule are true? Select all that apply.
- AHelps avoid resource conflictsCorrect answer
- BProvides a central calendar for planned changesCorrect answer
- CLists only emergency changes
- DReplaces the need for risk assessment
Why this is the answer
The Change Schedule is a documented calendar that coordinates resources, avoids conflicts, and minimizes overlapping changes.
- Question 10Interactive
Review the definition in the exhibit and select the ITIL 4 change type it describes.
- AStandard changeCorrect answer
- BNormal change
- CEmergency change
- DRisk assessment
Why this is the answer
The exhibit describes a repetitive, low-risk, pre-authorized change, which is a standard change in ITIL 4.
- Question 11Single Choice
During change enablement, what does risk assessment evaluate for a proposed change?
- AThe impact, likelihood of failure, and consequencesCorrect answer
- BOnly the financial cost of the change
- COnly the number of users affected
- DThe date the change is scheduled for
Why this is the answer
Risk assessment evaluates the potential impact, likelihood of failure, and consequences of a proposed change.
- Question 12Multiple Select
Which of the following are recognized change types in the ITIL 4 framework? Select all that apply.
- AStandardCorrect answer
- BNormalCorrect answer
- CEmergencyCorrect answer
- DSpontaneous
Why this is the answer
ITIL 4 defines exactly three change types: standard, normal, and emergency.
- Question 13Interactive
The exhibit shows a definition. Which ITIL 4 practice or tool does the sentence describe?
- AChange ScheduleCorrect answer
- BRisk Assessment
- CChange Authorization
- DService Request
Why this is the answer
A documented calendar that outlines when changes will occur is the Change Schedule.
- Question 14Single Choice
What is the primary purpose of maintaining a centralized Change Schedule in ITIL 4?
- ACoordinates resources and minimizes overlapping changesCorrect answer
- BEliminates the need for normal change authorization
- CIs used only for reporting incidents
- DDefines service level agreements
Why this is the answer
The Change Schedule helps avoid resource conflicts, reduces overlapping changes, and allows stakeholders to plan.
- Question 15Multiple Select
Which roles or systems can act as a Change Authority for authorizing a change in ITIL 4? Select all that apply.
- AA personCorrect answer
- BA groupCorrect answer
- CAn automated systemCorrect answer
- DA ticket category
Why this is the answer
A Change Authority may be a person, a group, or an automated system depending on the change type and service complexity.
- Question 16Interactive
The statement in the exhibit is incorrect. According to ITIL 4, why is it wrong?
- AStandard changes are pre-authorized and do not require CAB reviewCorrect answer
- BEmergency changes must always be declined
- CNormal changes never need authorization
- DAll changes require a CAB review
Why this is the answer
ITIL 4 states that standard changes are pre-authorized, so not all changes require a CAB meeting.
- Question 17Single Choice
Why do standard changes increase organizational velocity and reduce implementation delays?
- AThey are pre-authorized and require no new assessment each timeCorrect answer
- BThey require a new CAB meeting for every occurrence
- CThey are always deployed after normal changes
- DThey cannot be repeated
Why this is the answer
Standard changes are pre-authorized and follow a well-established procedure, removing manual intervention for routine tasks.
- Question 18Multiple Select
Which statements about emergency changes are true according to ITIL 4? Select all that apply.
- AThey must be implemented as soon as possibleCorrect answer
- BThey may be required to resolve an incidentCorrect answer
- CThey may be required for a critical security patchCorrect answer
- DThey never need to be documented
Why this is the answer
Emergency changes are implemented quickly to resolve incidents or apply critical security patches, but they still require documentation.
- Question 19Interactive
How should the Service Desk classify the user's request shown in the exhibit?
- AIncidentCorrect answer
- BService Request
- CProblem
- DStandard Change
Why this is the answer
A broken mouse is a service failure, so the user is reporting an incident rather than making a service request.
- Question 20Single Choice
In ITIL 4, what determines the priority of an incident or a problem?
- AImpact and urgencyCorrect answer
- BCost and duration
- CRisk and likelihood
- DSeverity and frequency
Why this is the answer
Priority is a product of impact and urgency, so more urgent and impactful issues are handled first.
- Question 21Multiple Select
Which statements about a Known Error are true in ITIL 4 problem management? Select all that apply.
- AIt occurs when the cause or a workaround is identifiedCorrect answer
- BIt is another name for any incident
- CAll problems are immediately Known Errors
- DIt helps suggest workarounds for incidentsCorrect answer
Why this is the answer
A problem becomes a Known Error once the cause or a workaround is identified, and Known Errors help suggest workarounds.
- Question 22Interactive
Which Continual Improvement Model step is described by the exhibit?
- AWhere are we now?Correct answer
- BWhere do we want to be?
- CHow do we get there?
- DDid we get there?
Why this is the answer
The description refers to assessing current performance and identifying gaps, which is the 'Where are we now?' step.
- Question 23Single Choice
What does the acronym SLA stand for in ITIL 4 service level management?
- AService Level AgreementCorrect answer
- BService Level Assurance
- CService Level Application
- DService Level Audit
Why this is the answer
SLA stands for Service Level Agreement and is customer-facing in ITIL 4.
- Question 24Multiple Select
Which statements are true about the role of the Service Desk in ITIL 4? Select all that apply.
- AIt is the entry point and single point of contactCorrect answer
- BIt is responsible only for technical tasks
- CIt distinguishes between service requests and incidentsCorrect answer
- DIt is the same as Incident Management
Why this is the answer
The Service Desk is the entry point, is not purely technical, and must distinguish service requests from incidents.
Understand how ITIL guiding principles help adopt and adapt service management
6 questions in this domain
- Question 25Single Choice
Which three change types are defined in ITIL 4?
- AStandard, Normal, EmergencyCorrect answer
- BStandard, Normal, Urgent
- CNormal, Emergency, Critical
- DStandard, Emergency, Critical
Why this is the answer
ITIL 4 defines three change types: standard, normal, and emergency. Standard changes are low-risk and pre-authorized, normal changes require formal assessment, and emergency changes are implemented as soon as possible.
- Question 26Multiple Select
Which statements about Standard changes are correct? Select TWO.
- AThey are low-risk and follow a well-established procedure.Correct answer
- BThey must be approved by a Change Advisory Board before every implementation.
- CThey are pre-authorized so routine tasks can be completed quickly.Correct answer
- DThey always require a full risk assessment each time they are executed.
Why this is the answer
Standard changes are low-risk, follow a documented procedure, and are pre-authorized. This removes the need for repeated assessments or CAB approvals for every routine occurrence.
- Question 27Interactive
According to the numbered items in the block, which item is classified as an emergency change?
- AItem 2Correct answer
- BItem 1
- CItem 3
- DNone of the above
Why this is the answer
Emergency changes must be implemented as soon as possible, often for critical security patches. Item 2 is therefore the emergency change.
- Question 28Single Choice
What is the primary purpose of the Change Schedule?
- AIt is a documented calendar that coordinates planned changes and reduces overlapping changes.Correct answer
- BIt is a list of incidents that must be resolved by the Service Desk.
- CIt is a record of all known errors and workarounds.
- DIt is a financial plan for approving improvement initiatives.
Why this is the answer
The Change Schedule is a documented calendar for planned changes. It supports coordination, avoids resource conflicts, and helps stakeholders prepare for maintenance windows or service fluctuations.
- Question 29Multiple Select
Which TWO statements correctly describe the relationship between Change Enablement and Incident Management?
- AIncident Management restores service, while Change Enablement manages the change itself.Correct answer
- BAn emergency change triggered by an incident is managed under Incident Management.
- CA change may be requested during incident resolution, but the change is enabled by Change Enablement.Correct answer
- DChange Enablement is responsible for resolving incidents quickly.
Why this is the answer
An emergency change may be triggered by an incident, but managing the change belongs to Change Enablement. Incident Management focuses on restoring service, not on authorizing or implementing changes.
- Question 30Interactive
Based on the properties shown in the block, which ITIL 4 change type is described?
- AStandardCorrect answer
- BNormal
- CEmergency
- DUrgent
Why this is the answer
Pre-authorized, low-risk changes with a well-established procedure are Standard changes. They increase speed by removing the need for a new assessment each time.
Understand the activities of the service value chain, and how they interconnect
2 questions in this domain
- Question 31Single Choice
In ITIL 4, which type of change is pre-authorized and follows a well-established procedure?
- AStandard changeCorrect answer
- BNormal change
- CEmergency change
- DUrgent change
Why this is the answer
Standard changes are low-risk, repetitive, and pre-authorized. They follow a well-established procedure, so no new assessment is required for each occurrence.
- Question 32Multiple Select
Which statements about ITIL 4 change enablement are true? Select all that apply.
- AStandard changes are pre-authorized and do not require a new assessment for every occurrence.Correct answer
- BThe change schedule is mainly used as a historical record of completed changes.
- CEmergency changes must be implemented as soon as possible, often to resolve incidents or apply critical security patches.Correct answer
- DNormal changes require formal assessment and authorization before implementation.Correct answer
Why this is the answer
ITIL 4 defines standard changes as pre-authorized and low-risk, following a set procedure. Emergency changes are expedited to resolve urgent incidents or security issues. Normal changes require formal assessment and authorization. The change schedule is not just a historical record; it is a coordination tool for resources and managing risk.
Understand the four dimensions of service management
2 questions in this domain
- Question 33Single Choice
According to ITIL 4, which type of change is considered low-risk, pre-authorized, and follows a well-established procedure?
- AStandard changeCorrect answer
- BNormal change
- CEmergency change
- DIncident change
Why this is the answer
Standard changes are low-risk, pre-authorized, and follow a well-established procedure, so they do not require a new assessment each time. Normal changes require formal assessment, emergency changes are for urgent incident or security needs, and 'incident change' is not one of the three ITIL change types.
- Question 34Multiple Select
Which two statements about ITIL 4 change types and the Change Schedule are correct?
- AAn emergency change may be implemented quickly to resolve an incident or apply a critical security patch.Correct answer
- BThe Change Schedule helps avoid resource conflicts and allows stakeholders to plan for maintenance windows.Correct answer
- CStandard changes must go through a CAB meeting for every occurrence.
- DThe Change Schedule is only a list of dates and has no other purpose.
Why this is the answer
Emergency changes must be implemented as soon as possible to resolve an incident or implement a critical security patch. The Change Schedule helps avoid resource conflicts and allows stakeholders to plan for service fluctuations, so it is not merely a list of dates.
Understand the key concepts of service management
5 questions in this domain
- Question 35Single Choice
According to ITIL 4, which type of change is pre-authorized and follows a well-established, low-risk procedure?
- AStandardCorrect answer
- BNormal
- CEmergency
- DIncident
Why this is the answer
Standard changes are low-risk, pre-authorized, and follow a well-established procedure, so they do not require a new assessment each time.
- Question 36Multiple Select
According to ITIL 4, which two statements accurately describe how standard changes are handled in the Change Enablement practice?
- AThey are repetitive and low risk.Correct answer
- BThey require a full assessment before each occurrence.
- CThey are pre-authorized and follow a predefined procedure.Correct answer
- DThey need CAB approval for every occurrence.
Why this is the answer
Standard changes are repetitive, low-risk, and pre-authorized; they follow a predefined procedure and do not need a new assessment or CAB approval for each occurrence.
- Question 37Interactive
Review the classifyChange function in the code block. Which change type is returned when lowRisk and preAuthorized are both true?
- AStandardCorrect answer
- BNormal
- CEmergency
- DIncident
Why this is the answer
The function only returns the Standard type when lowRisk and preAuthorized are both true, matching ITIL 4's definition of a standard change.
- Question 38Single Choice
What is the main purpose of the Change Schedule in the ITIL 4 Change Enablement practice?
- ATo coordinate planned changes and avoid resource conflictsCorrect answer
- BTo record every incident reported by users
- CTo approve all emergency changes automatically
- DTo replace the Change Enablement practice
Why this is the answer
The change schedule is a documented calendar that helps avoid resource conflicts, minimizes overlapping changes, and supports stakeholder planning and risk management.
- Question 39Multiple Select
Which of the following are common traps to avoid when applying Change Enablement in ITIL 4?
- AAssuming all changes require a CAB meeting.Correct answer
- BConfusing Change Enablement with Incident Management.Correct answer
- CMisidentifying the Change Schedule as only a list of dates.Correct answer
- DTreating emergency changes as routine and pre-authorized.
Why this is the answer
Common traps include assuming changes need CAB approval, confusing Change Enablement with Incident Management, and treating the Change Schedule as a simple date list; emergency changes are urgent, not routine.
Understand the purpose and components of the ITIL service value system
1 questions in this domain
- Question 40Single Choice
In ITIL 4, which type of change is pre-authorized, low-risk, and follows a well-established procedure?
- AEmergency change
- BStandard changeCorrect answer
- CNormal change
- DRisk-based change
Why this is the answer
Standard changes are low-risk, pre-authorized, and follow a pre-defined procedure. Normal changes require formal assessment and authorization, while emergency changes are implemented as soon as possible to resolve an incident or apply a critical security patch.
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