ITIL 4 Found. · PeopleCert · ITIL practices — purpose & key terms · Bank updated 2026-07-03
ITIL 4 Found. practice questions: ITIL practices — purpose & key terms
5 free questions from 22 on this area · answer and explanation for each · no sign-up
These 5 questions come from the ITIL practices — purpose & key terms section of our ITIL 4 Found. bank (22 questions on this area, which carries 18% of the real exam). Every question is original, with the correct answer explained and linked to the source it is drawn from.
1/5 · ITIL practices — purpose & key terms
According to ITIL 4, what is the PRIMARY purpose of the relationship management practice?
ATo establish and nurture the links between the organization and its stakeholders at strategic and tactical levels, including identifying, analysing, monitoring, and continually improving those relationships.
BTo support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
CTo set clear, business-based targets for service performance so that delivery can be properly assessed, monitored, and managed against those targets.
DTo ensure that the organization's suppliers and their performance are managed appropriately to support the seamless provision of quality products and services.
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2/5 · ITIL practices — purpose & key terms · hard
An automated pipeline copies a new version of an application onto the production servers overnight, but the new features remain switched off ('dark launched') and are not yet available to users. In ITIL 4 terms, which practice's purpose has just been fulfilled, and which practice's purpose is still outstanding?
ADeployment management's purpose has been fulfilled (moving the component to the live environment); release management's purpose (making the new features available for use) is still outstanding.
BChange enablement's purpose has been fulfilled; service configuration management's purpose is still outstanding.
CRelease management's purpose has been fulfilled (making the new features available for use); deployment management's purpose (moving the component into the live environment) is still outstanding.
DBoth deployment management and release management's purposes have been fully achieved, since the code now resides in production.
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3/5 · ITIL practices — purpose & key terms · hard
Which statement correctly pairs the ITIL 4 definition of a 'change' with the purpose of the change enablement practice?
AA change is an unplanned interruption to a service or a reduction in its quality; change enablement's purpose is to restore normal service operation as quickly as possible.
BA change is any change of state that has significance for the management of a service or CI; change enablement's purpose is to observe services and record such occurrences.
CA change is a cause, or potential cause, of one or more incidents; change enablement's purpose is to reduce the likelihood and impact of incidents.
DA change is the addition, modification, or removal of anything that could have a direct or indirect effect on services; change enablement's purpose is to maximize the number of successful IT changes by ensuring risks are properly assessed, authorizing changes to proceed, and managing the change schedule.
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4/5 · ITIL practices — purpose & key terms · easy
What is the purpose of the service desk practice in ITIL 4?
ATo set clear, business-based targets for service performance so that delivery can be assessed and managed against them.
BTo reduce the likelihood and impact of incidents by identifying their actual and potential causes.
CTo capture demand for incident resolution and service requests, acting as the entry point and single point of contact for the service provider with all of its users.
DTo ensure that accurate information about the configuration of services and CIs is available when needed.
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5/5 · ITIL practices — purpose & key terms
An operations team member argues: "We already maintain a configuration management database that tracks every configuration item and its relationships, so a separate IT asset management practice adds nothing new." Which response best reflects the ITIL 4 purpose of IT asset management?
AIT asset management applies only once assets are retired, whereas the CMDB covers only live assets, so the two practices simply take turns managing an asset's lifecycle.
BIT asset management exists solely to track software license compliance, so as long as the CMDB records hardware, no additional practice is required.
CIT asset management and service configuration management are the same practice under two names, introduced only to satisfy auditors, so one CMDB is always sufficient for both.
DIT asset management's purpose is to plan and manage the full lifecycle of IT assets to maximize value, control costs, manage risks, and meet contractual/regulatory requirements — a financial and lifecycle focus distinct from configuration data accuracy.
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D is correct. The ITIL 4 purpose of IT asset management is to plan and manage the full lifecycle of all IT assets to help the organization maximize value, control costs, manage risks, support decision-making, and meet regulatory and contractual requirements. Service configuration management instead exists to ensure accurate, reliable information about configuration is available where needed. The two practices can share tooling but answer different management questions, a distinction often blurred in exam distractors.
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