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ITILFND Exin ITIL – Foundation (v4) Free Practice Exam Questions (2025 Updated)

Prepare effectively for your Exin ITILFND 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 statement about the ‘change enablement’ practice is CORRECT?

A.

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

B.

Normal changes are triggered by the creation of a change request which can be created manually or automated

C.

Assessment and authorization of normal changes should be expedited to ensure they can be implemented quickly

D.

There should be a separate change authority for standard changes which includes senior managers who understand the risks involved

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

What is the effect of increased automation on the 'service desk1 practice?

A.

Increased ability to focus on fixing technology instead of supporting people

B.

Greater ability to focus on customer experience when personal contact is needed

C.

Elimination of the need to escalate incidents to support teams

D.

Decrease in self-service incident logging and resolution

What is important for a ‘continual improvement register’ (CIR)?

A.

Improvement ideas are documented, assessed and prioritized

B.

Improvement ideas from many sources are kept in a single CIR

C.

Improvement ideas that are not being actioned immediately are removed from the CIR

D.

Improvement ideas are tested, funded and agreed

Which of the following should IT service continuity strategy be based on?

1. Design of the service metrics

2. Business continuity strategy

3. Business impact analysis (BIA)

4. Risk assessment

A.

1, 2 and 4 only

B.

1, 2 and 3 only

C.

2, 3 and 4 only

D.

1, 3 and 4 only

In which step of the ‘continual improvement model’ is an improvement plan implemented?

A.

What is the vision?

B.

How do we get there?

C.

Take action

D.

Did we get there?

Which statement about the known error database (KEDB) is CORRECT?

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 problem management and is used by the service desk to help resolve incidents

D.

It is maintained by incident management and contains solutions to be implemented by problem

management

Which practice recommends using tools for collaboration and the automated matching of symptoms?

A.

Problem management

B.

Service level management

C.

Incident management

D.

Service request management

Which statement about change authorization is CORRECT?

A.

A change authority should be assigned to each type of change and change model

B.

Centralizing change authorization to a single person is the most effective means of authorization

C.

The authorization of normal changes should be expedited to ensure they can be implemented quickly

D.

Standard changes are high risk and should be authorized by the highest level of change authority

Which is included in the purpose of the ‘service level management’ practice?

A.

To maximize the number of successful service and product changes

B.

To ensure accurate information about the configuration of services is available

C.

To set clear business-based targets for service levels

D.

To ensure that suppliers and their performance are managed appropriately

What is a change schedule PRIMARILY used for?

A.

To help plan, authorize and schedule emergency changes

B.

To publish a list of service requests that users can select

C.

To ensure that a single change authority reviews every change

D.

To help plan changes, assist in communication and avoid conflicts

How should an organization include third-party suppliers in the continual improvement of services?

A.

Ensure suppliers include details of their approach to service improvement in contracts

B.

Require evidence that the supplier uses agile development methods

C.

Require evidence that the supplier implements all improvements using project management practices

D.

Ensure that all supplier problem management activities result in improvements

What is required by all service desk staff?

A.

Excellent technical knowledge

B.

Root cause analysis skills

C.

Demonstration of emotional intelligence

D.

Knowledge of telephony technology

What should be done first when applying the 'focus on value' guiding principle?

A.

Identify all suppliers and partners involved in the service

B.

Determine the cost of providing the service

C.

Identify the outcomes that the service facilitates

D.

Determine who the service consumer is in each situation

Why should service desk staff detect recurring issues?

A.

To help identify problems

B.

To escalate incidents to the correct support team

C.

To ensure effective handling of service requests

D.

To engage the correct change authority

What are typically recognized through notifications created by an IT service, CI or monitoring tool?

A.

Incidents

B.

Problems

C.

Events

D.

Requests

Which are phases of the release and deployment process?

1. Release build and test

2. Review and close

3. Categorize and record

4. Change authorization and schedule

A.

1 and 2

B.

1 and 3

C.

2 and 4

D.

3 and 4

Which practice provides visibility of the organization's services by capturing and reporting on service performance?

A.

Service desk

B.

Service level management

C.

Service request management

D.

Service configuration management

What three elements make up the Service Portfolio?

A.

Customer portfolio, service catalogue and retired services

B.

Customer portfolio, configuration management system and service catalogue

C.

Service pipeline, service catalogue and retired services

D.

Service pipeline, configuration management system and service catalogue

Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?

A.

Start where you are

B.

Collaborate and promote visibility

C.

Progress iteratively with feedback

D.

Think and work holistically

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Total 503 questions
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