ITIL 4 Found. · PeopleCert · Key concepts of service management · Bank updated 2026-07-03
ITIL 4 Found. practice questions: Key concepts of service management
5 free questions from 21 on this area · answer and explanation for each · no sign-up
These 5 questions come from the Key concepts of service management section of our ITIL 4 Found. bank (21 questions on this area, which carries 13% of the real exam). Every question is original, with the correct answer explained and linked to the source it is drawn from.
1/5 · Key concepts of service management
A retailer's e-commerce platform lets customers browse, select, and successfully purchase every item in its catalogue. However, the platform frequently becomes unavailable during peak shopping periods, causing lost sales. Which ITIL 4 concept is primarily deficient in this situation?
AWarranty
BService offering
CUtility
DValue co-creation
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2/5 · Key concepts of service management
An organization decides to adopt a new CRM subscription. One senior manager approves and releases the budget for the subscription, while a different group of sales employees log in daily to manage leads. According to ITIL 4, the manager who authorized the budget for the subscription is best described as the:
AUser
BSponsor
CService owner
DService level manager
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3/5 · Key concepts of service management
Which of the following matches the ITIL 4 definition of 'organization'?
AA cooperation between a service provider and a service consumer.
BA team of people and the tools they use to carry out one or more processes or activities.
CA person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.
DA structured set of activities designed to accomplish a specific objective.
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4/5 · Key concepts of service management
A national payroll-processing service reliably calculates and pays employee salaries down to the exact cent, exactly as specified by each client's pay rules — but the service has suffered three unplanned outages in the past quarter, each delaying salary payments by two days. Which aspect of the service is most clearly deficient here?
AWarranty, because the service is not consistently available and reliable even though its core functionality performs correctly
BUtility, because the payroll calculations themselves are inaccurate and fail to meet client pay rules
CCost, because the outages have increased the price the provider charges for the service
DRisk appetite, because the client organization has chosen to accept a high level of downtime
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5/5 · Key concepts of service management · hard
A hospital's finance director authorizes and controls the annual budget for a new patient-scheduling service. The head of outpatient clinics specifies the required scheduling rules and is accountable for whether appointment outcomes improve. Clinic receptionists log in each day to book and manage patient appointments. According to ITIL 4, which role does the head of outpatient clinics perform in this service relationship?
AService provider, because this role configures and governs how the service will be used by clinic staff
BSponsor, because this role is the one accountable for funding decisions related to the service
CUser, because this role interacts with the service on a daily operational basis
DCustomer, because this role defines requirements for the service and takes responsibility for the outcomes of service consumption
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