Summer Sale Special Limited Time 65% Discount Offer - Ends in 0d 00h 00m 00s - Coupon code: s2p65

Easiest Solution 2 Pass Your Certification Exams

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

Prepare effectively for your ITIL ITIL-4-Foundation ITIL 4 Foundation Exam 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.

ITIL ITIL-4-Foundation Premium Access     Download Demo    
Page: 5 / 6
Total 542 questions

Which helps to streamline the fulfilment of service requests?

A.

Understanding which service requests can be accomplished with limited approvals

B.

Creating new workflows for every service request

C.

Separating requests relating to service failures from the degradation of services

D.

Eliminating service requests which have complex workflows

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

Which is the CORRECT of the ‘R’ role in a RACI matrix?

A.

This role ensures that activities are executed correctly

B.

This role has ownership of the end result

C.

This role is involved in providing knowledge and input

D.

This role ensures the flow of information to stakeholders

Which statement about managing incidents is CORRECT?

A.

Low impact incidents should be resolved efficiently, making logging unnecessary

B.

The 'incident management' practice should use a single process regardless of the impact of the incident

C.

Low impact incidents should be resolved efficiently so the resource required is reduced

D.

Incidents with the lowest impact should be resolved first

Which statement about service requests is CORRECT?

A.

Complex service requests should be dealt with as normal changes

B.

Service requests that require simple workflows should be dealt with as incidents

C.

Service requests require workflows that should use manual procedures and avoid automation

D.

Service requests are usually formalized using standard procedures for initiation, approval and fulfilment

Which TWO of the following are considerations of change enablement?

1. Managing the people aspects of change

2. Ensuring that organizational transformations are successful

3. Maximizing the number of successful service changes

4. Ensuring that changes are properly assessed

A.

1 and2

B.

2 and 3

C.

3 and 4

D.

1 and 4

Which is a use of a change schedule?

A.

Speeding up the planning and authorization of emergency changes

B.

Providing information about deployed changes to help manage incidents and problems

C.

Providing a means of initiating and assessing normal changes

D.

Tracking and managing improvement ideas from identification through to final action

What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?

A.

Customer engagement

B.

Operational metrics

C.

Business metrics

D.

Customer feedback

Which practice minimizes the impact on normal service operation by managing resources in response to unplanned reductions in service quality?

A.

Incident management

B.

Change enablement

C.

Service level management

D.

Continual improvement

Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?

A.

Organizations and people

B.

Information and technology

C.

Partners and suppliers

D.

Value streams and processes

Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?

A.

Focus on value

B.

Start where you are

C.

Think and work holistically

D.

Keep it simple and practical

Which statement about output is correct?

A.

They consist of several outcomes.

B.

They capture customer demand for services

C.

They contribute to the achievement of outcomes

D.

They describes how the service performs.

Which is an activity of the 'incident management" practice?

A.

Assessing and prioritizing improvement opportunities

B.

Performing service reviews with customers

C.

Providing good-quality updates when expected

D.

Automating service requests to the greatest degree possible

Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?

A.

Focus on value

B.

Start where you are

C.

Think and work holisocally

D.

Optimize and automate

Which statement about service offerings is CORRECT?

A.

The same product can be used as a basis for more than one service offering

B.

Service offerings include the transfer of goods from the consumer to the prowler

C.

Service offerings describe how providers and consumers cooperate to co-create value

D.

Each service should be described to consumers as a single service offering

Which statement about change authorities is CORRECT?

A.

Change authorities are only required for authorizing emergency changes

B.

Change authorities are assigned when each change is deployed

C.

Change authorities are only required for authorizing normal changes

D.

Change authorities are assigned for each type of change and change model

Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

A.

Information security management

B.

Change enablement

C.

Problem management

D.

Service configuration management

Which statement about the ‘service request management’ practice is CORRECT?

A.

Service requests are fulfilled using simple workflows

B.

A new workflow is created for each type of request

C.

Additional approval is sometimes needed for restoration of service

D.

Financial authorization is sometimes required for service requests

Which step of the continual improvement model includes baseline assessments?

A.

Did we get there?

B.

Where are we now?

C.

What is the vision?

D.

Where do we want to be?

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.

Which principle concentrates on service consumers?

A.

Start where you are

B.

Optimize and automate

C.

Keep it simple

D.

Focus on value

Which practice recommends the use of event-based surveys to gather feedback from customers?

A.

Service level management

B.

Change enablement

C.

Service request management

D.

Problem management

Which value chain activity ensures that ongoing service activity meets user expectations?

A.

Plan

B.

Engage

C.

Obtain/build

D.

Deliver and support

Which BEST describes the purpose of the 'improve' value chain activity?

A.

To organize a major improvement initiative into several smaller initiatives

B.

To make new and improved services and features available for use

C.

To ensure a shared understanding of the vision and improvement direction for all products and services

D.

To continually improve all products and services across all value chain activities

Which is an activity of ‘problem identification’?

A.

Analyzing information from software developers

B.

Establishing problem workarounds

C.

Analyzing the cause of problems

D.

Establishing potential permanent solutions

Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?

A.

Service providers are able to respond more quickly to customer needs

B.

Bottlenecks in the service provider's workflow are identified.

C.

The complexities of the service provider's IT systems are identified.

D.

The service provider gains a better understanding of the customer experience.

What is the MAIN benefit of 'problem management'?

A.

Restoring normal service as quickly as possible

B.

Reducing the number and impact of incidents

C.

Maximizing the number of successful changes

D.

Managing workarounds and known errors

Identify the missing words in the following sentence.

When an organization has decided to improve a service, it should start by considering [?].

A.

existing information

B.

new methods

C.

additional measurements

D.

revised processes

What can be used to determine if a service is 'fit for purpose'?

A.

Availability

B.

Warranty

C.

Outcome

D.

Utility

Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?

A.

Service desk

B.

Continual improvement

C.

Problem management

D.

Incident management

ITIL ITIL-4-Foundation Premium Access     Download Demo    
Page: 5 / 6
Total 542 questions
Copyright © 2014-2025 Solution2Pass. All Rights Reserved