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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

How should the workflow for a new service request be designed?

A.

Use a single workflow for all types of service request

B.

Leverage existing workflows whenever possible

C.

Use different workflows for each type of service request

D.

Avoid workflows for simple service requests

Identify the missing word in the following sentence.

A change is defined as the addition, modification, or removal of anything that could have a direct or indirect

effect on [?].

A.

assets

B.

values

C.

elements

D.

services

Which activity is part of the 'continual improvement' practice?

A.

Populating and maintaining the asset register

B.

Providing a clear path for users to report issues, queries, and requests

C.

Delivering tactical and operational engagement with customers

D.

Identifying and logging opportunities

Which practice coordinates the classification, ownership and communication of service requests and incidents?

A.

Supplier management

B.

Service desk

C.

Problem management

D.

Relationship management

Which practice updates information relating to symptoms and business impact?

A.

Service level management

B.

Change control

C.

Service request management

D.

Incident management

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

What is warranty?

A.

Assurance that a product or service will meet agreed requirements

B.

The amount of money spent on a specific activity or resource

C.

The functionality offered by a product or service to meet a particular need

D.

The perceived benefits, usefulness and importance of something

Which statement about service desks is CORRECT?

A.

The service desk should work in close collaboration with support and development teams

B.

The service desk should rely on self-service portals instead of escalation to support teams

C.

The service desk should remain isolated from technical support teams

D.

The service desk should escalate all technical issues to support and development teams

Identify the missing word in the following sentence.

The use of [?] should support, not replace what is observed, when using the 'start where you are1 guiding principle.

A.

plans

B.

measurement

C.

process

D.

tools

Which statement about costs is CORRECT?

A.

Costs removed from the consumer are part of service consumption

B.

Costs imposed on the consumer are costs of service utility

C.

Costs removed from the consumer are part of the value proposition

D.

Costs imposed on the consumer are costs of service warranty

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

A.

Problem analysis

B.

Technical knowledge

C.

Listening

D.

Diagnosis

Identify the missing word in the following sentence.

The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the [?] that support them, is available when and where it is needed.

A.

suppliers

B.

assets

C.

customers

D.

CIs

How should automation be implemented?

A.

By initially concentrating on the most complex tasks

B.

By optimizing as much as possible first

C.

By replacing human intervention wherever possible

D.

By replacing the existing tools first

Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

A.

Incident management

B.

Continual improvement

C.

Service request management

D.

Problem management

Which practice makes use of methods from Lean. Agile and DevOps?

A.

Service desk

B.

Continual improvement

C.

Problem management

D.

Incident management

Which statement about problems is CORRECT?

A.

Problems are not related to incidents.

B.

Problems must be resolved quickly in order to restore normal business activity.

C.

Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis.

D.

Problem prioritization involves risk assessment.

What can help to reduce resistance to a planned improvement when applying the guiding principle ‘collaborate and promote visibility’?

A.

Restricting information about the improvement to essential stakeholders only.

B.

Increasing collaboration and visibility for the improvement.

C.

Involving customers after all planning has been completed.

D.

Engaging every stakeholder group in the same way, with the same communication.

A flaw in an application could cause a service to fail IT staff are actively analysing the application to try and understand what is going on. What is the correct name for this type of flaw?

A.

Problem

B.

Incident

C.

Event

D.

Known error

Which ‘service level management’ activity helps staff to deliver a more business-focused service?

A.

Creating targets based on the percentage of uptime of a service

B.

Understanding the ongoing requirements of customers

C.

Using complex technical terminology in service level agreements (SLAs)

D.

Measuring low-level operational activities

Which will help solve incidents more quickly?

A.

Target resolution times

B.

Escalating all incidents to support teams

C.

Collaboration between teams

D.

Detailed procedural steps for incident investigation

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Total 503 questions
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