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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 two practices use workarounds?

A.

Change enablement and continual improvement

B.

Change enablement and problem management

C.

Problem management and incident management

D.

Incident management and continual improvement

Which joint activity performed by a service provider and service consumer ensures continual value co-creation?

A.

Service offering

B.

Service provision

C.

Service relationship management

D.

Service consumption

Which is an example of a business related measurement?

A.

The number of passengers checked in

B.

The average time to response to change requests

C.

The average resolution time for incidents

D.

The number of problems resolved

What is a service?

A.

A possible event that could cause harm or loss, or make it more difficult to achieve objectives

B.

A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks

C.

A tangible or intangible deliverable of an activity

D.

Joint activities performed by a service provider and a service consumer to ensure continual value co- creation based on agreed and available service offerings

What is an incident?

A.

The planned removal of an item that might affect a service

B.

A result enabled by one or more outputs

C.

A possible future event that could cause harm

D.

A service interruption resolved by the use of self-help tools

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 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 statement about IT service management is CORRECT?

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A.

It is performed by customers using a mix of IT systems, services and processes

B.

It is performed by IT service providers using a mix of suppliers and their products

C.

It is performed by the service desk using a mix of people, process and technology

D.

It is performed by IT service providers using a mix of people, process and technology

Which is handled as a service request?

A.

An investigation to identify the cause of an incident

B.

A compliment about an IT support team

C.

The failure of an IT service

D.

An emergency change to implement a security patch

What does the 'service request management' practice depend on for maximum efficiency?

A.

Self-service tools

B.

Compliments and complaints

C.

Processes and procedures

D.

Incident management

Which term relates to service levels aligned with the needs of service consumers?

A.

Service management

B.

Warranty

C.

Cost

D.

Utility

What is a set of specialized organizational capabilities for enabling value for customers in the form of services?

A.

Service offering

B.

Service provision

C.

Service management

D.

Service consumption

Which of the following is an example of workaround?

A.

A defective network switch is replaced with a new one

B.

An email server is restored after an incident is reported

C.

Server memory is increased when the server is unresponsive

D.

A server is restarted to resolve an incident

How does customer engagement contribute to the 'service level management' practice?

1.It captures information that metrics can be based on

2.It ensures the organization meets defined service levels

3.It defines the workflows for service requests

4.It supports progress discussions

A.

1 and 4

B.

3 and 4

C.

2 and 3

D.

1 and 2

Which guiding principle recommends collecting data before deciding what can be re-used?

A.

Focus on value

B.

Keep it simple and practical

C.

Start where you are

D.

Progress interactively with feedback

Which value chain activity communicates the current status of all four dimensions of service management?

A.

Improve

B.

Engage

C.

Obtain/build

D.

Plan

When should a change request be submitted to resolve a problem?

A.

As soon as a solution for the problem has been identified

B.

As soon as a workaround for the problem has been identified

C.

As soon as the analysis of the frequency and impact of incidents justifies the change

D.

As soon as the analysis of cost, risks and benefits justifies the change

Which stakeholders co-create value in a service relationship?

A.

Investor and consumer

B.

Investor and supplier

C.

Consumer and provider

D.

Provider and supplier

Which is a purpose of the 'service desk' practice?

A.

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

B.

To capture demand for incident resolution and service requests

C.

To set clear business-based targets for service performance

D.

To maximize the number of successful IT changes by ensuring risks are properly assessed

Which practice provides a single point of contact for users?

A.

Incident management

B.

Change control

C.

Service desk

D.

Service request management

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Total 503 questions
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