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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 does the ITIL service value system discourage?

A.

Coordinated authorities and responsibilities

B.

Organizational silos

C.

Interfaces among practices

D.

Organizational agility

Why should incidents be prioritized?

A.

To help automated matching of incidents to problems or known errors

B.

To identify which support team the incident should be escalated to

C.

To ensure that incidents with the highest business impact are resolved first

D.

To encourage a high level of collaboration within and between teams

What is the purpose of service level management?

A.

To obtain/build activity that ensures the service components are available when and where they are needed and meet agreed specifications.

B.

To ensure that all current and planned IT services are delivered to agreed achievable targets.

C.

To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.

D.

To track and manage improvement ideas from identification to final action, organizations use a database or structured document called a continual improvement register (CIR).

Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost

effectiveness?

A.

Service operation

B.

Service transition

C.

Continual service improvement

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D.

Service strategy

What takes place in the “Did we get there?” step of the continual service improvement (CSI) approach?

A.

An initial baseline assessment

B.

The production of a detailed CSI plan

C.

Verifying that improvement targets have been achieved

D.

Understanding priorities for improvement

What is the primary focus of business capacity management?

A.

Management, control and prediction of the performance, utilization and capacity of individual elements of

IT technology

B.

Review of all capacity supplier agreements and underpinning contracts with supplier management

C.

Management, control and prediction of the end-to-end performance and capacity of the live, operational IT

services

D.

Future business requirements for IT services are quantified, designed, planned and implemented in a

timely fashion

Which statement about the ‘change enablement’ practice is CORRECT?

A.

Service requests are usually normal changes that can be implemented quickly without authorization

B.

Emergency changes are changes that must be fully tested and fully documented prior to implementation

C.

Standard changes are changes that need to be scheduled, assessed and authorized following a standard process

D.

Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited

Which practice provides users with a way to get various requests arranged, explained and coordinated?

A.

Service level management

B.

Relationship management

C.

Continual improvement

D.

Service desk

Which guiding principle considers the importance of customer loyalty?

A.

Progress iteratively with feedback

B.

Focus on value

C.

Optimize and automate

D.

Start where you are

What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?

A.

A standard change

B.

An emergency change

C.

An internal change

D.

A normal change

A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.

A.

outputs

B.

outcomes

C.

costs

D.

risks

Which term describes the functionality offered by a service?

A.

cost

B.

Utility

C.

Warranty

D.

Risk

Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?

A.

Relationship management

B.

IT asset management

C.

Release management

D.

Service desk

Which dimension of service management considers governance, management, and communication?

A.

Organizations and people

B.

Information and technology

C.

Partners and suppliers

D.

Value streams and processes

Which is a purpose of the ‘service desk’ practice?

A.

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

B.

To be the entry point and single point of contact for the service provider with all of its users

C.

To support the agreed quality of a service by handling all pre-defined, user-initiated service requests

D.

To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels

Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?

A.

Focus on value

B.

Collaborate and promote visibility

C.

Think and work holistically

D.

Keep it simple and practical

Which ITIL concept describes governance?

A.

The service value system

B.

The service value chain

C.

The seven guiding principles

D.

The four dimensions of service management

What is recommended by the guiding principle ‘progress iteratively with feedback’?

A.

A current state assessment that is carried out at the start of an improvement initiative

B.

The identification of all interested parts at the start of an improvement initiative

C.

An improvement initiative that is broken into a number of manageable sections

D.

An assessment of how all the parts of an organization will affect an improvement initiative

What can be used to help determine the impact level of a problem?

A.

Definitive media library (DML)

B.

Configuration management system (CMS)

C.

Statement of requirements (SOR)

D.

Standard operating procedures (SOP)

Which helps to manage an incident when it is unclear which support team should be working on the incident?

A.

Disaster recovery plans

B.

Swarming

C.

Target resolution times

D.

Self-help

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