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ITIL Exin ITIL Foundation (V4) Free Practice Exam Questions (2025 Updated)

Prepare effectively for your Exin ITIL ITIL Foundation (V4) certification with our extensive collection of free, high-quality practice questions. Each question is designed to mirror the actual exam format and objectives, complete with comprehensive answers and detailed explanations. Our materials are regularly updated for 2025, ensuring you have the most current resources to build confidence and succeed on your first attempt.

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Total 503 questions

Which service level metrics are BEST for measuring user experience?

A.

Single system-based metrics

B.

Metrics for the percentage of uptime of a service

C.

Operational metrics

D.

Metrics linked to defined outcomes

Which statement about the steps to fulfill a service request is CORRECT?

A.

They should be complex and detailed

B.

They should be well-known and proven

C.

They should include incident handling

D.

They should be brief and simple

Which practice owns and manages issues, queries and requests from users?

A.

Service desk

B.

Problem management

C.

Incident management

D.

Change control

Which skill is an essential part of the 'service level management' practice?

A.

Problem analysis

B.

Technical knowledge

C.

Listening

D.

Diagnosis

Which of these should be logged and managed as a problem?

A.

Trend analysis shows a large number of similar incidents

B.

A user requests delivery of a laptop

C.

A monitoring tool detects a change of state for a service

D.

'Continual improvement' needs to prioritize an improvement opportunity

Which dimension includes a workflow management system?

A.

Value streams and processes

B.

Partners and suppliers

C.

Information and technology

D.

Organizations and people

What is the purpose of the ‘deployment management’ practice?

A.

To ensure services achieve agreed and expected performance

B.

To make new or changed services available for use

C.

To move new or changed components to live environments

D.

To set clear business-based targets for service performance

What should all 'continual improvement' decisions be based on?

A.

Accurate and carefully analysed data

B.

Details of how services are measured

C.

A recent maturity assessment

D.

An up-to-date balanced scorecard

What are the ITIL guiding principles used for?

A.

To help an organization make good decisions

B.

To direct and control an organization

C.

To identify activities that an organization must perform in order to deliver a valuable service

D.

To ensure that an organization’s performance continually meets stakeholders’ expectations

Which practice has a purpose that includes observing a service to report selected changes of state identified as events?

A.

Incident management

B.

Monitoring and event management

C.

Change control

D.

Information security management

What is defined as any component that needs to be managed in order to deliver an IT service?

A.

A service request

B.

An IT asset

C.

A configuration item (CI)

D.

An incident

Which statement about a ‘continual improvement register’ is CORRECT?

A.

It should be managed at the senior level of the organization

B.

It should be used to capture user demand

C.

There should only be one for the whole organization

D.

It should be re-prioritized as ideas are documented

How does a service consumer contribute to the reduction of disk?

A.

By paying for the service

B.

By managing server hardware

C.

By communicating constraints

D.

By managing staff availability

Which statement about emergency changes is CORRECT?

A.

The testing of emergency can be eliminated in order to implement the change quickly

B.

The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly

C.

Emergency changes should be authorized and implemented as service requests

D.

Emergency changes must be fully documented before authorization and implementation

What type of change is MOST likely to be managed by the 'service request management' practice?

A.

An emergency change

B.

A normal change

C.

An application change

D.

A standard change

How does information about problems and known errors contribute to 'incident management'?

A.

It enables the reassessment of known erros

B.

It enables quick and efficient diagnosis of incidents

C.

It removes the need for collaboration during incident resolution

D.

It removes the need for regular customer updates

Which is intended to help an organization adopt and adapt ITIL guidance?

A.

The four dimensions of service

B.

Practices

C.

The service value chain

D.

The guiding principles

Who is responsible for defining metrics for change management?

A.

The change management process owner

B.

The change advisory board (CAB)

C.

The service owner

D.

The continual service improvement manager

Which is NOT a structure of service desk that is described in the ITIL service operation guidance?

A.

Local

B.

Centralized

C.

Outsourced

D.

Virtual

Which statement about the 'service desk1 practice is CORRECT?

A.

It provides a link with stakeholders at strategic and tactical levels

B.

It carries out change assessment and authorization

C.

It investigates the cause of incidents

D.

It needs a practical understanding of the business processes

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Total 503 questions
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