Foundational service management knowledge across the ITIL 4 key concepts, four dimensions, service value system, guiding principles, and practices, with a worked explanation on every practice question.
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lock_openFree sampleUnderstand 7 ITIL practiceshard
According to ITIL 4, which statement most precisely describes the relationship between a problem and a known error?
- AA known error is a problem that has been analysed but not resolved, so its cause is understood even though no permanent fix has been applied.check_circle Correct
- BA known error is a problem that has been permanently resolved, so the underlying cause can no longer generate any further incidents.
- CA known error is any incident that has recurred often enough for the service desk to recognise it and apply a scripted response.
- DA known error is a problem awaiting analysis, recorded so that investigation can begin once resources become available.
A known error is a problem that has been analysed but not resolved, meaning its cause is understood while a permanent fix is still outstanding. The known error state exists to record the outcome of problem analysis: the cause has been identified so that workarounds and future handling are informed, but because a permanent resolution has not yet been implemented the problem remains open rather than closed.
Why A is correct: This matches the ITIL 4 definition: a known error is a problem for which analysis has established the cause, but which remains unresolved because a permanent fix is not yet in place.
Why B is wrong: This is tempting because both terms sit within problem management, but a resolved problem is closed, not a known error; the known error status specifically means the cause is understood while the problem is still open.
Why C is wrong: A recurring incident may prompt problem management to investigate, but a known error is a state of a problem, not a repeated incident, so this confuses the incident and problem practices.
Why D is wrong: This inverts the sequence: a problem awaiting analysis has no established cause, whereas a known error is defined precisely by the analysis having already been done.
lock_openFree sampleUnderstand 7 ITIL practiceshard
In ITIL 4, which definition correctly captures what an incident is?
- AA cause, or potential cause, of one or more disruptions to a service that has yet to be investigated.
- BAn unplanned interruption to a service, or a reduction in the quality of a service.check_circle Correct
- CThe addition, modification, or removal of anything that could have a direct or indirect effect on services.
- DA planned reduction in service quality agreed with users so that maintenance can be carried out safely.
An incident in ITIL 4 is an unplanned interruption to a service or a reduction in the quality of a service. The ITIL 4 definition hinges on two elements: the event is unplanned, and it either interrupts the service entirely or degrades its quality. Distinguishing this from a problem, which is a cause, and a change, which is a modification, is central to the practice.
Why A is wrong: This is the definition of a problem, not an incident; it describes the underlying cause that problem management investigates rather than the disruption itself.
Why B is correct: This is the ITIL 4 definition of an incident: it captures both a full interruption and a reduction in quality, and the word unplanned distinguishes it from scheduled maintenance.
Why C is wrong: This is the ITIL 4 definition of a change, which belongs to change enablement; it is tempting because changes can trigger incidents, but the two are distinct concepts.
Why D is wrong: This is wrong precisely because an incident is unplanned; an agreed, scheduled reduction in service is not an incident even though it also affects quality.
lock_openFree sampleUnderstand 7 ITIL practiceshard
Which statement best expresses the difference in purpose between incident management and problem management in ITIL 4?
- AIncident management identifies and controls the underlying causes of failures, while problem management restores service to users as quickly as possible.
- BIncident management and problem management share the single purpose of implementing permanent fixes for every service failure that is reported.
- CIncident management aims to restore normal service operation as quickly as possible, while problem management aims to reduce the likelihood and impact of incidents by managing their causes.check_circle Correct
- DIncident management schedules the deployment of new service components, while problem management approves the release of those components into live use.
Incident management restores normal service as quickly as possible, while problem management manages causes to reduce the likelihood and impact of incidents. The two practices are complementary but distinct: incident management is time-driven and focused on getting the user working again, whereas problem management is analysis-driven and focused on the causes behind incidents so that future occurrences are prevented or lessened.
Why A is wrong: This swaps the two purposes; identifying underlying causes belongs to problem management, and rapid restoration belongs to incident management.
Why B is wrong: This is tempting because the practices are closely linked, but they have distinct purposes, and incident management is not obliged to deliver a permanent fix; a workaround that restores service can be sufficient.
Why C is correct: This states both purposes correctly: incident management prioritises rapid restoration, and problem management works on the causes to prevent recurrence and limit impact.
Why D is wrong: Both halves describe release and deployment activities rather than incident or problem management, so this confuses unrelated practices.
Frequently asked questions
- How many questions are on the ITIL-4 exam?
- The ITIL 4 Foundation exam has 40 questions and runs for 60 minutes. The format is multiple choice, closed book.
- What score do I need to pass ITIL-4?
- The pass mark is 26 / 40 (65%). Examworthy gives you a per-domain readiness score so you can see which domains are holding you back before you book.
- How much does the ITIL-4 exam cost?
- The exam costs 600 USD to sit. Practising on Examworthy is free to start, with a worked explanation on every question.
- Is there a ITIL-4 practice exam?
- Yes. Examworthy's exam mode runs a timed ITIL-4 practice exam (mock) paced to match the real exam, scored per domain so you can see exactly where you stand against the blueprint. Timed mocks are free with an account.
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- Every practice question carries a worked explanation and a per-distractor rationale, mapped to the official blueprint domains. You learn why each answer is right or wrong, not just the letter.
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Examworthy is not affiliated with or endorsed by PeopleCert / Axelos. All questions are original, blueprint-aligned practice material. We never reproduce live exam items. ITIL-4 and related marks belong to their respective owners.
