ITIL-4-Foundation ITIL 4 Foundation Exam Free Practice Exam Questions (2025 Updated)

Organizations and people

Value streams and processes

Information and technology

Partners and suppliers

Using artificial intelligence

Defining controls and procedures

Using formal roles and responsibilities

Working with an integrator to manage relationships

Schedule, assess, authorize

Diagnose, investigate, resolve

Initiate, approve, fulfill

Acknowledge, classify, own

Management information systems and tools

Risk analysis and management approach

Management policy for business case creation

Corporate governance and policy

A service that is fit for use

A service that meets its service level targets

A service that increases constraints on the consumer

A service that supports the performance of the consumer

Increased ability to focus on fixing technology instead of supporting people

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

Elimination of the need to escalate incidents to support teams

Decrease in self-service incident logging and resolution

Progress iteratively with feedback

Focus on value

Optimize and automate

Start where you are

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

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

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

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

It determines the priority assigned to the incident

It determines how the service provider is perceived

It helps direct the incident to the correct support area

It ensures that incidents are resolved in timescales agreed with the customer

Continual improvement participation should be limited to a small dedicated team.

It is the role of senior management to authorize improvement initiatives.

Training should be provided to those involved in continual improvement.

A single continual improvement register should be maintained by senior management.

Customers, providers and documents

Information technology, people and processes

Information technology, networks and people

People, processes and customers

Incident management

Service request management

Service level management

IT asset management

Optimize and automate

Start where you are

Focus on value

Progress iteratively with feedback

To protect the information needed by the organization to conduct its business

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services

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

'focus on value' guiding principle

service value system

'service request management' practice

four dimensions of service management

An unplanned interruption to a service, or reduction in the quality of a service

A cause, or potential cause, of one or more incidents

A problem that has been analyzed and has not been resolved

Any change of state that has significance for the management of a service or other configuration item (CI)

Keep it simple and practical

Optimize and automate

Progress iteratively with feedback

Focus on value

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

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

A tangible or intangible deliverable of an activity

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

To maximize the number of successful service and product changes

To ensure accurate information about the configuration of services is available

To set clear business-based targets for service levels

To ensure that suppliers and their performance are managed appropriately

Problem management

Incident management

Deployment management

Supplier management

Supplier management and service level management

Supplier management and change management

Availability management and service level management

Supplier management and availability management

A formal plan to implement improvements to a customer’s business processes

An input from availability management to service level management, detailing the service design plan

A formal plan to implement improvements to a service or process

An input from financial management for IT services to service level management, detailing the budget plan

outputs

outcomes

costs

risks

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

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

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

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

Availability management

Capacity management

Service portfolio management

Service catalogue management

The four dimensions of service

Practices

The service value chain

The guiding principles

The ‘improve’ value chain activity

An overall plan

Customer requirements

Feedback loops

Change enablement and continual improvement

Change enablement and problem management

Problem management and incident management

Incident management and continual improvement

It optimizes overall business risk

It optimizes financial exposure

It ensures that all changes are authorized by the change advisory board (CAB)

It ensures that service requests follow the normal change management process