ITIL 4 Found. · PeopleCert · Seven ITIL practices in detail · Bank updated 2026-08-27
ITIL 4 Found. practice questions: Seven ITIL practices in detail
5 free questions from 49 on this area · answer and explanation for each · no sign-up
These 5 questions come from the Seven ITIL practices in detail section of our ITIL 4 Found. bank (49 questions on this area, which carries 42% of the real exam). Every question is original, with the correct answer explained and linked to the source it is drawn from.
Free: 6 questions in study mode, no card. All 49 Seven ITIL practices in detail questions and the full ITIL 4 Found. bank: $15 one-time.
How this bank fits the current exam. PeopleCert now also sells ITIL Foundation (Version 5) and states that "the current plan is to sunset all ITIL 4 modules on 31 December 2027". This bank follows the ITIL 4 Foundation syllabus; an ITIL 4 Foundation certificate remains a valid prerequisite for higher Version 5 modules (checked 5 Oct 2026).
ITIL 4 or Version 5: which to sit →
Source: PeopleCert ITIL FAQ
1/5 · Seven ITIL practices in detail
A service provider wants a single place to log, categorize, prioritize, and track improvement ideas as they move from proposal through to implementation and review. Which ITIL 4 concept is designed for this purpose?
AThe continual improvement register
BThe known error database
CThe configuration management database
DThe change schedule
2/5 · Seven ITIL practices in detail
Which characteristic is typical of service requests, distinguishing them from incidents, according to ITIL 4?
AThey represent an unplanned reduction in the quality of a service that requires urgent restoration
BThey always require a full risk assessment by a change advisory board before being fulfilled
CThey follow a pre-defined, standardized procedure, and the steps needed to fulfil them are well known in advance
DThey can only be logged after root cause analysis has confirmed the source of a fault
3/5 · Seven ITIL practices in detail · easy
What is the purpose of the incident management practice in ITIL 4?
ATo prevent incidents from happening by identifying and managing the causes of incidents.
BTo ensure that risks are properly assessed, authorizing changes to proceed in a controlled manner.
CTo be the entry point and single point of contact for the service provider with all of its users.
DTo minimize the negative impact of incidents by restoring normal service operation as quickly as possible.
4/5 · Seven ITIL practices in detail · hard
According to ITIL 4, how should service level management approach customer engagement in order to effectively understand customer needs and gather feedback?
ABy restricting all customer communication to formal contract renewal meetings held once a year.
BBy relying solely on automated SLA breach alerts sent to customers as the main communication method.
CThrough ongoing, proactive engagement and multiple touchpoints throughout the customer journey, rather than relying only on formal, periodic reviews.
DBy delegating all customer engagement responsibilities entirely to the change authority.
5/5 · Seven ITIL practices in detail
According to ITIL 4, which of the following is a defining characteristic of a service request that distinguishes it from an incident?
AIt requires root-cause investigation before a resolution can be provided.
BIt is a pre-defined, pre-agreed normal part of service delivery, such as a request for access to an existing application.
CIt always represents a reduction in the quality of an existing service that must be restored.
DIt can only be fulfilled after a change authority has individually assessed and authorized the change.
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