ITIL 4 Foundation Exam Questions

Enhance your preparation for the ITIL Foundation course with our free ITIL 4 exam simulator. Whether you’re currently enrolled in a course or studying on your own, this simulator offers realistic exam-style questions that closely reflect the format and content of the official certification. With a question bank of over 200 items developed using ITIL-aligned AI expertise, it’s designed to reinforce your understanding of key ITIL concepts and boost your confidence ahead of the real exam.

About Free ITIL 4 Foundation Mock Exam

• The online ITIL 4 mock exam is free for everyone.
• It consists of 100 questions, weighted equally across the ITIL 4 Foundation, ITIL 4 Edition manual.
• The exam simulator selects 30% of the questions randomly, creating an exam with 60 questions, similar to the official exam format.
• You have 60 minutes to complete the questions, just like the official exam.
• The pass mark is 60%, the same as the official exam.
• Questions will vary between attempts, as the simulator draws from the broader question bank.

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ITIL 4 Foundation Mock Exam

Challenge yourself with 60 questions covering a range of topics. Are you ready to prove your smarts?

Which practice recommends that organisations develop competencies in techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?

Continual improvement

Change enablement

Incident management

Service request management

None

Which statement about change authorities is CORRECT?

Change authorities are only required for authorizing normal changes

Change authorities are only required for authorizing emergency changes

Change authorities are assigned when each change is deployed

Change authorities are assigned for each type of change and change model

None

Incident management aims to restore service quickly

Falses

True

None

A good service design? (Select all that apply)

Meets needs

Innovation

More complexity

Less support

Which principle promotes frequent review and adaption?

Progress iteratively with feedback

Start where you are

Focus on value

Optimise and automate

None

In ITIL 4, what is the focus of the practice 'Availability Management'?

Handling IT assets

Ensuring correct capacity levels

Monitoring network traffic

Ensuring service performance meets agreed targets

None

What does the ITIL guiding principle, 'Start where you are' mean?

Ignore past efforts

Begin with a new system

Assess current state before starting

Only consider future goals

None

Which dimension of service management considers the workflows and controls needed to deliver services?

Organisation and people

Value streams and processes

Information and technology

Partners and suppliers

None

What is included in the purpose of the 'release management' practice?

Athorising changes to proceed

Moving new software to live enviroments

Making new features available for use

Ensuring information about services is available

None

What type of management ensures resources are available to meet demand?

Change control

Incident management

Availability management

Capacity and performance management

None

What is a key objective of incident management?

Deploy new services

Reduce incidents

Restore service as quickly as possible

Eliminate all problems

None

Which of the following is true about the ITIL Guiding Principle 'Collaborate and promote visibility'?

It encourages isolated work

It promotes automation only

It fosters better results through co-operation

It restricts stakeholder access to information

None

Who are stakeholders? (Select all that apply)

Legislators

Customers

Users

Sponsors

What are the three types of service consumer roles?

User, Provider, Designer

User, Customer, Sponsor

Sponsor, Provider, User

Customer, Supplier, Auditor

None

What's in 'information and technology'? (Select all that apply)

Hardware

Data protection

Software

Training

Which ITIL practice supports the 'engage' value chain activity?

Service level management

Service request management

Change control

Release management

None

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

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

To protect the information needed by the organization to conduct its business

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services

None

Which ITIL principle emphasises using existing services and tools before building new ones?

Otimise and automate

Keep it simple and practical

Think and work holistically

Start where you are

None

What type of change is often used for resolving incidents or implementing security patches?

Emergency change

Normal change

Standard change

Change model

None

Which of the following is a general management practice in ITIL 4?

Continual improvement

Incident management

Release management

Service desk

None

A good way to apply the ITIL guiding principle 'keep it simple and practical' is to:

Adopt a practice which is easy to follow

Re-use nothing from the current state

Communicate so that the audience will hear

Understand that fast does not mean incomplete

None

Identify the missing words in the following sentence: When an organisation has decided to improve a service, it should start by considering..?

Revised processes

Exisiting information

Additional measurements

New methods

None

The purpose of problem management is to reduce the likelihood of recurring incidents

True

False

None

Which two are considered part of the ‘organisations and people’ dimension of service management? 1. Systems of authority 2. Culture 3. Relationships between organisations 4. Workflows

1 and 2

2 and 3

1 and 4

3 and 4

None

What is a service offering?

The internal design of a product

A formal description of one or more services

The legal terms of service usage

A document describing service price

None

What is the role of the 'Service Desk' practice?

Manage large projects

Design service architectures

Monitor networks

Handle service requests and incidents

None

Which statement about managing incidents is CORRECT?

Low impact incidents should be resolved efficiently so the resource required is reduced

A low impact incidents should be resolved efficiently, making logging unnessasary

The 'incident management' practice should use a single process regardless of the impact of the incident

Incidents with the lowest impact should be resolved first

None

Which are value chain activities? (Select all that apply)

Improve

Engage

Plan

Support

Which is the CORRECT of the ‘R’ role in a RACI matrix?

This role has ownership of the end result

This role is involved in providing knowledge and input

This role ensures the flow of information to stakeholders

This role ensures that activities are executed correctly

None

Which practice includes setting, monitoring, and managing SLAs?

Service configuration management

Service level management

Continual improvement

Incident management

None

Which practice includes management of workarounds and known errors?

Service configuration management

Monitoring and event management

Problem management

Incident management

None

Why is 'optimise and automate' important?

To cut off external suppliers

To delay feedback

To increase hiring

To reduce manual work and improve efficiency

None

Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?

Monitoring and event management

Service configuration management

Service desk

IT asset management

None

Which is the addition, modification or removal of anything that could have an effect on services?

An incident

A problem

An event

A change

None

Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organisation?

Service request management

Service configuration management

Service level management

Service desk

None

Which is NOT part of the four dimensions?

Value streams and processes

Service continuity

Partners and suppliers

Organisations and people

None

Why should a service level manager carry out regular service reviews?

To ensure continual improvement of services, so that they meet the evolving needs of service consumers

To ensure that agreements are written simply and are easy to understand

To collect information about service consumer goals and objectives

To capture information about service issues and performance against agreed goals

None

Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?

Service request management

Change enablement

Service configuration management

Deployment management

None

What is a set of specialised organisational capabilities for enabling value for customers in the form of services?

Service consumption

Service offering

Service provision

Service management

None

Which is an example of a technical management role?

Change control

Deployment management

Project management

Supplier management

None

What are the key elements of the service value chain?

Initiate, Operate, Close

Request, Analyze, Design, Validate

Improve, Close, Redesign

Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support

None

What does the ITIL 4 Value System (SVS) aim to ensure?

Services are documented

Deliverables are met

Value co-creation through service management

Management approval is streamlined

None

Change control in ITIL 4 is only for emergency changes.

False

True

None

Describe services? (Select all that apply)

Enable value

Minimise risks

Facilitate outcomes

Fully visible

Which can act as an operating model for an organisation?

Continual improvement

The ITIL guiding principles

The four dimensions of service management

The service value chain

None

Which practice includes evaluation of new or changed services?

Service validation and testing

Portfolio management

Change control

Deployment management

None

What type of change needs higher authorisation due to risk?

Minor change

Normal change

Emergency change

Standard change

None

Where should all master copies of controlled software and documents be stored?

In the definitive capacity library

In the definitive media library

In the definitive security library

In the definitive production library

None

Which are ITIL practices? (Select all that apply)

Enterprise budgeting

Change control

Risk management

Service desk

The 'Engage' activity in the service value chain involves customer interaction.

True

False

None

The practice 'Monitoring and Event Management' detects performance thresholds.

True

False

None

An organisation asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?

Collaborate and promote visibility

Start where you are

Focus on value

Keep it simple and practical

None

What are internal and external influences on dimensions called?

Risks

Barriers

Governance issues

PESTLE factors

None

Which principle advises leveraging current knowledge and assets?

Focus on value

Start where you are

Collaborate and promote visibiltiy

Thin and work holistically

None

How are target resolution times used in the 'incident management' practice?

They are agreed, documented, and communicated to help set user expectations

They are initiated, approved, and managed to ensure that predictable responses are achieved

They are scheduled, assessed and authorised to reduce risk of service failures

They are established, reviewed, and reported to ensure that customers are happy with the service

None

What role would be MOST suitable for someone with tots of experience working in IT and business roles? They also have experience of managing relationships with various stakeholders, including suppliers and business managers.

Service desk agent

Service level manager

Change authority

Problem analyst

None

Which relates to utility? (Select all that apply)

Performance standards

Functionality

Removing constraints

Availability

What is the CORRECT definition of service management?

A set of specialized assets for transitioning services into the live operational environment

A set of specialized organizational capabilities for delivering value to customers in the form of services

The capability of service providers to minimize their costs without reducing the value of the services

The capability of supplier to deliver services to providers in exchange for money

None

What results from problem management? (Select all that apply)

Automated requests

Increased downtime

Fewer incidents

Root causes

Which are guiding principles? (Select all that apply)

Optimise and automate

Define lifecycle

Keep it simple

Start where you are

1 out of 60

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ITIL 4 Foundation Syllabus Information

The ITIL® 4 Foundation syllabus is available on the relevant course pages, outlining the learning outcomes, key concepts, topic weightings, and assessment criteria you’ll need to understand for the exam. Please refer to those pages for full details.

Frequently Asked Questions

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