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Quizzes > Computers & IT

ITIL 4 Foundation Quiz: Check Your Service Management Basics

Quick, free ITIL 4 practice exam. Instant results with answer notes.

Editorial: Review CompletedCreated By: Rainbow NightUpdated Aug 23, 2025
Difficulty: Moderate
Grade: Other
Study OutcomesCheat Sheet
Colorful paper art promoting Griffon ITIL Challenge quiz for IT service management understanding.

This ITIL 4 Foundation quiz helps you check core concepts and terms before the exam. Answer 20 quick questions, get instant results with brief explanations, and find links for further study. For more practice, try our itil 4 quiz or build support skills with a help desk assessment test free.

Which statement best describes the purpose of the ITIL 4 Service Value System (SVS)?
To catalogue all IT assets across the organization
To describe how components and activities work together to facilitate value creation
To mandate specific organizational structures for IT teams
To define the detailed processes for incident resolution only
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In ITIL 4, value is co-created through which type of relationship?
Service relationship between provider and consumer
Manufacturing relationship between factory and distributor
Vendor relationship between procurement and supplier
Governance relationship between board and auditors
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Utility and warranty together define the value of a service. What does utility primarily describe?
What the service does to meet a need
The level of assurance that the service will be available
How the service is secured against threats
The total cost of ownership of the service
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Which ITIL 4 guiding principle advises to seek stakeholder input before building complete solutions?
Progress iteratively with feedback
Start where you are
Keep it simple and practical
Optimize and automate
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The purpose of the Incident Management practice is to restore service operation as quickly as possible. This statement is:
True
False
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Service requests are a normal part of service delivery and are pre-defined and pre-approved. This statement is:
True
False
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Which practice is primarily responsible for capturing and managing opportunities for improvement across the SVS?
Deployment Management
Service Level Management
Release Management
Continual Improvement
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Which is NOT one of the four dimensions of service management in ITIL 4?
Partners and suppliers
Organizations and people
Information and technology
Financial management and accounting
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Which activity is at the center of the Service Value Chain in ITIL 4?
Deliver and support
Engage
Improve
Plan
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Which is the best description of a change authority in Change Enablement?
The external regulator who audits compliance
The project manager who schedules releases
The vendor who supplies software updates
A person or group that authorizes a change
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In many ITIL-based organizations, a known error is documented when the root cause is identified and a workaround exists. Which option best describes a known error?
A service request that repeats frequently
A failed change that impacted production
An incident that cannot be resolved within SLA
A problem with a documented root cause and a workaround
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The CAB (Change Advisory Board) is a mandatory component that must approve every change. This statement is:
False
True
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Which is the best example of a standard change?
An urgent security patch for a zero-day exploit
A routine password reset using a pre-approved procedure
A major version upgrade of an ERP platform
A data center relocation to a new facility
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Known errors must always be removed immediately before any release can proceed. This statement is:
True
False
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What is the main difference between release management and deployment management in ITIL 4?
Release focuses on making new or changed services available; deployment moves components to target environments
Release runs in development; deployment runs in design
Release builds software; deployment tests software
Release approves changes; deployment authorizes incidents
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Which metric type best indicates whether activities are producing the desired results rather than just effort?
Utilization metric
Activity-based metric
Outcome-based metric
Input metric
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A service catalog is the complete set of services managed by a provider across all stages of their lifecycle. This statement is:
True
False
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What do the terms risk, cost, and value represent in ITIL 4?
The phases of the service lifecycle
Key considerations for service management decisions and trade-offs
The mandatory sections of every SLA
The three levels of incident priority
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Which statement best describes customer experience (CX) in ITIL 4?
The percentage of requests fulfilled within SLA
The average time to resolve incidents
The total cost of service ownership for the customer
The sum of functional and emotional responses of the customer to provider interactions and service usage
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Which practice is responsible for collecting, analyzing, and reporting on service performance to support decision-making?
Monitoring and Event Management
Measurement and Reporting
Continual Improvement
Service Level Management
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Study Outcomes

  1. Understand IT service management fundamentals and ITIL principles.
  2. Analyze quiz scenarios to evaluate the application of ITIL best practices.
  3. Apply ITIL concepts to solve practical IT service management problems.
  4. Assess personal knowledge gaps through targeted self-evaluation.
  5. Develop effective strategies for ITIL certification exam preparation.

Purple Griffon ITIL 4 Foundation Cheat Sheet

  1. Four Dimensions of Service Management - Dive into Organizations & People, Information & Technology, Partners & Suppliers, and Value Streams & Processes to see how each piece fits like a puzzle. Understanding these dimensions helps you balance capabilities, boost collaboration, and deliver seamless services.
  2. Service Value System (SVS) - The SVS ties everything together: Service Value Chain, Guiding Principles, Governance, Practices, and Continual Improvement all co-create value. Grasping this ecosystem lets you see how every component plays a role in delivering awesome services.
  3. Seven Guiding Principles - These golden rules (Focus on Value, Start Where You Are, Progress Iteratively with Feedback, Collaborate & Promote Visibility, Think & Work Holistically, Keep It Simple & Practical, Optimize & Automate) are your north star. They steer decision‑making and culture, so you're never lost when implementing ITIL practices.
  4. Service Value Chain (SVC) - Six key activities - Plan, Improve, Engage, Design & Transition, Obtain/Build, and Deliver & Support - work in harmony to create and deliver value. Learning how these link helps you orchestrate efficient workflows and cut out wasted effort.
  5. Key ITIL Practices - From Incident & Problem Management to Change Enablement and Service Desk, each practice is a toolkit for real-world service challenges. Get familiar with their goals, inputs, outputs, and best practices to level up your service game.
  6. Continual Improvement - This mindset keeps your services fresh and aligned with evolving needs by using a structured model: What's the vision? Where are you now? Where do you want to be? How do you get there? Celebrate your wins, then start again!
  7. Change Enablement - Manage changes like a pro by assessing risk, getting approvals, and ensuring smooth rollouts with minimal disruption. Master this practice to keep improvements flowing and avoid surprise downtime.
  8. Incident Management - Learn how to triage, prioritize, and restore services fast when things go sideways. Efficient incident handling is your secret weapon for high availability and happy users.
  9. Problem Management - Go beyond firefighting by identifying root causes, implementing fixes, and preventing incident repeats. Proactive and reactive strategies make your services stronger over time.
  10. Service Level Management - Define clear service agreements, track performance, and manage expectations to ensure everyone's on the same page. Good SLM keeps trust high and surprises low.
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