ITIL 4 Foundation practice questions

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.

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.

According to ITIL 4, how should an organisation apply the set of guiding principles when facing a particular situation?

• AEach principle should be considered to decide how relevant it is, since although every principle should be reviewed, not all will be equally relevant in every situation.check_circle Correct
• BOnly the single principle that appears most relevant should be used, and the remaining principles should be ignored entirely.
• CThe principles must be applied strictly in the fixed order in which they are published, one after another.
• DAn organisation should permanently commit to one chosen principle and treat the others as optional extras.

Why A is correct: Correct: ITIL 4 advises reviewing all of the guiding principles for a given situation and judging their relevance, accepting that some will matter more than others in a specific context.

Why B is wrong: Tempting because focusing on one priority feels efficient, but it is wrong: ITIL 4 says every principle should be considered, even if it ultimately proves less relevant, rather than discarding the rest outright.

Why C is wrong: Tempting because ordered checklists feel rigorous, but it is wrong: the guiding principles are not a sequential procedure and carry no mandated order of application.

Why D is wrong: Tempting because it sounds like a way to keep focus, but it is wrong: the principles are meant to be used together and weighed per situation, not reduced to one permanent choice.

According to ITIL 4, which statement most precisely captures the definition of a service?

• AA tangible product delivered to a customer in exchange for an agreed fee under a formal contract.
• BA set of specialised organisational capabilities for enabling value to customers in the form of services.
• CA means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.check_circle Correct
• DA documented request from a user for something to be provided, such as access or information.

Why A is wrong: It is tempting because many services are indeed paid for and governed by contracts, but ITIL 4 defines a service by the value it enables rather than by tangibility or a fee, and it is explicitly not limited to physical products.

Why B is wrong: This is tempting because it is genuine ITIL wording, but it is the definition of service management, not of a service itself, so it answers a different question.

Why C is correct: This is the ITIL 4 definition of a service: it enables value co-creation by facilitating the customer's desired outcomes while the provider carries specific costs and risks on the customer's behalf.

Why D is wrong: This resembles the definition of a service request, which is one interaction within service delivery, and it is far narrower than what a service is in ITIL 4.