ITIL Foundation Certification - IT Service Management - ITIL-Foundation Exam Questions [2026]

QUESTION NO: 1
What are the categories of events described in the ITIL service operation book?

A. Informational, scheduled, normal B. Informational, warning, exception C. Scheduled, unscheduled, emergency D. Warning, reactive, proactive

Correct Answer: B

QUESTION NO: 2
How many people should be accountable for a process as defined in the RACI model?

A. As many as necessary to complete the activity B. Only one - the process architect C. Only one - the process owner D. Two - the process owner and the process enactor

Correct Answer: C

QUESTION NO: 3
Which process works with change management to ensure only authorized components are used?

A. Knowledge management B. Financial management for IT services C. Service portfolio management D. Service asset and configuration management

Correct Answer: D

QUESTION NO: 4
Which statement about stakeholders is

A. Customers, users and suppliers are examples of stakeholders who are can be external to the service provider organization B. External customers are those who work for the same organization as the IT service provider C. Internal customers are always charged for the IT services they receive from the IT service provider organization D. Internal customers purchase services from third party suppliers by means of a legally binding contract or agreement

Correct Answer: A

QUESTION NO: 5
In which document would you expect to see an overview of actual service achievements against targets?

A. Operational level agreement (OLA) B. Service level agreement (SLA) C. SLA monitoring chart (SLAM) D. Capacity plan

Correct Answer: C

QUESTION NO: 6
What are customers of IT services who work in the same organization as the service provider known as?

A. Internal customers B. Valued customers C. External customers D. Strategic customers

Correct Answer: A

QUESTION NO: 7
Which statement about the known error database (KEDB. is

A. It is maintained by the service desk and updated with the details of each new incident B. It is a part of the configuration management database (CMDB. and contains workarounds C. It is maintained by incident management and contains solutions to be implemented by problem Management D. It is maintained by problem management and is used by the service desk to help resolve incidents

Correct Answer: D

QUESTION NO: 8
Which process is responsible for providing the rights to use an IT service?

A. Access management B. Request fulfillment C. Change management D. Incident management

Correct Answer: A