2026 Actual PeopleCert ITIL-4-Foundation Dumps, Updated Exam Questions for Guaranteed Pass

ITIL-4-Foundation free sample questions and answers

PeopleCert ITIL-4-Foundation practice quiz with correct answers for search indexing.

1. Question 1

   For which purpose would the continual improvement practice use a SWOT analysis?

   AUnderstanding the current state
   

   BDefining the future desired state
   

   CTracking and managing ideas
   

   DEnsuring everyone actively participates
   

   Correct answer: A

   The second step is to conduct an objective current-state assessment of existing services and service management practices. This should include consideration of the users' perception of the value being received, along with a review of people's competencies and skills, the processes and procedures involved, the capabilities of the available technological solutions and the prevailing organizational culture. The success of an improvement initiative depends on a clear and accurate understanding of the starting point and the required impact of the initiative.

   For example, an organization can measure the current net promoter score (NPS) from a customer satisfaction survey, conduct a benchmark survey against its competitors or review findings of operational statistics or audit reports to understand its current state. If this step is skipped, the current state will not be understood and there will not be an objective baseline measurement against which improvement can be measured.

   https://www.bmc.com/blogs/itil-continual-improvement/

   
   

2. Question 2

   Which practice needs the right culture to be embedded across the entire organization?

   AService level management
   

   BService request management
   

   CContinual improvement
   

   DChange enablement
   

   Correct answer: D

   The purpose of the continual improvement practice is to align the organization's practices and services with changing business needs through the ongoing identification and improvement of services, service components, practices, or any element involved in the efficient and effective management of products and services1.This practice needs the right culture to be embedded across the entire organization, as it requires a shared vision, commitment, empowerment, collaboration, learning, and measurement2.Reference:ITIL Foundation - ITIL 4 Edition, page 15;ITIL 4 -- A Pocket Guide, page 34;ITIL 4 Practice Guide: Continual Improvement, page 7.

   
   

3. Question 3

   Which role would is MOST SUITABLE for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?

   AService level manager
   

   BService desk agent
   

   CChange authority
   

   DProblem analyst
   

   Correct answer: A

   The purpose of the SLM 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.SLM involves service level activities, including:

   Defining service levels

   Documenting

   Actively managing them

   https://www.bmc.com/blogs/itil-service-level-management/

   
   

4. Question 4

   Which component is focused on the activities needed by an organization to help it co-create value?

   AService value chain
   

   BContinual improvement
   

   CGuiding principle
   

   DPractices
   

   Correct answer: A

   
   

5. Question 5

   Which statement about the inputs and outputs of the value chain activities is CORRECT?

   AInputs and outputs are fixed for each value chain activity
   

   BSome value chain activities only have inputs, whereas others only have outputs
   

   CThe organization's governance will determine the inputs and outputs of each value chain activity
   

   DEach value chain activity receives inputs and provides outputs
   

   Correct answer: D