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PEOPLECERT ITIL-4-Foundation Exam Questions
ITIL 4 Foundation (Page 6 )

Updated On: 19-Apr-2026

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QUESTION: 21

What can be used to determine if a service is 'fit for purpose'?

Availability
Warranty
Outcome
Utility

Answer(s): D

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QUESTION: 22

In service relationships, what is a benefit of identifying consumer roles?

It enables effective stakeholder management
It provides shared service expectations
It removes constraints from the customer
It enables a common definition of value

Answer(s): A

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QUESTION: 23

Which is an external input to the service value chain?

The 'improve' value chain activity
An overall plan
Customer requirements
Feedback loops

Answer(s): C

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QUESTION: 24

What term is used to describe whether a service will meet availability, capacity and security requirements?

Outcomes
Value
Utility
Warranty

Answer(s): D

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QUESTION: 25

What is the purpose of the 'incident management' practice?

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
To capture demand for incident resolution and service requests
To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
To support the agreed service quality by effective handling of all agreed user-initiated service requests

Answer(s): A

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Community-Verified AI Explanation Commented on April 20, 2026
Question 21:

Answer: Utility (D)

Explanation:

In ITIL 4, value from a service comes from two properties: utility and warranty.

Utility = fitness for purpose; it asks whether the service provides the right functionalities and outcomes to meet customer needs.

Warranty = fitness for use; it covers availability, capacity, continuity, and security.

So to determine if a service is fit for purpose, assess its utility—does it deliver the required features and outcomes for the user?

Norwich, United Kingdom

Community-Verified AI Explanation Commented on April 17, 2026
Question 143:
Correct answer: C. Meeting stakeholder expectations
Why this is correct:

The Design & Transition activity focuses on designing new/changed services to deliver value and to be transitioned smoothly into live operation. A primary goal is to ensure the service meets what stakeholders expect from it.

Why the others are less fitting:

A) Understanding the organization's vision: This is strategic guidance, not the core focus of design and transition.

B) Understanding stakeholder needs: Important, but the main concern is delivering to stakeholders’ expectations, i.e., the outcomes.

D) Ensuring service components are available: This relates more to availability and operations, not the central design/transition concern.

Chennai, India

Community-Verified AI Explanation Commented on April 17, 2026
Question 123:

Correct answer: D: Continual improvement.

Why: The Continual Improvement Practice focuses on implementing and accelerating improvements across services and practices. It explicitly embraces modern approaches like Lean, Agile, and DevOps to enable more frequent, value-driven change.

Why the others aren’t correct:

- Service desk is a function for handling incidents and requests, not a change-facilitating approach. - Monitoring and event management deals with detecting and managing events, not driving rapid organizational change. - Service level management focuses on defining and agreeing service levels, not on enabling faster change.

Quick tip: When a question mentions Lean, Agile, or DevOps, think of continual improvement as the ITIL 4 practice designed to accelerate and improve change delivery.

Chennai, India

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Haider Ali Commented on February 17, 2026
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Anonymous

liz Commented on December 29, 2025
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Stan Commented on December 16, 2025
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