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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.

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Total 542 questions

Which does the ITIL service value system discourage?

A.

Coordinated authorities and responsibilities

B.

Organizational silos

C.

Interfaces among practices

D.

Organizational agility

Which practice makes new services available for use?

A.

Change enablement

B.

Release management

C.

Deployment management

D.

IT asset management

How do all value chain activities transform inputs to outputs?

A.

By using a combination of practices

B.

By using a single functional team

C.

By determining service demand

D.

By implementing process automation

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

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

What is NOT within the scope of service catalogue management?

A.

Contribution to the definition of services

B.

Interfaces between all services and supporting services

C.

Interfaces between the service catalogue and service portfolio

D.

Fulfilment of business service requests

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 dimension considers data security and privacy?

A.

Organizations and people

B.

Information and technology

C.

Partners and suppliers

D.

Value streams and processes

What are the MOST important skills required by service desk staff?

A.

Incident analysis skills

B.

Technical skills

C.

Problem resolution skills

D.

Supplier management skills

Which statement about the steps to fulfill a service request is CORRECT?

A.

They should be complex and detailed

B.

They should be well-known and proven

C.

They should include incident handling

D.

They should be brief and simple

Which statement about outcomes is CORRECT?

A.

An outcome can be enabled by more than one output

B.

Outcomes are how the service performs

C.

An output can be enabled by one or more outcomes

D.

An outcome is a tangible or intangible activity

What are ’engage’, ‘plan’ and ‘improve’ examples of?

A.

Service value chain activities

B.

Service level management

C.

Service value chain inputs

D.

Change control

When should the effectiveness of a problem workaround be assessed?

A.

Whenever the workaround is used

B.

Whenever the problem is resolved

C.

Whenever the workaround becomes a known error

D.

Whenever the problem is prioritized

Which is part of service provision?

A.

The management of resources configured to deliver the service

B.

The management of resources needed to consume the service

C.

The grouping of one or more services based on one or more products

D.

The joint activities performed to ensure continual value co-creation

Which describes normal changes?

A.

Changes that need to be scheduled and assessed following a process

B.

Changes that are low-risk and pre-authorized

C.

Changes that are typically initiated as service requests

D.

Changes that must be implemented as soon as possible

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

What is the purpose of the 'relationship management' practice?

A.

To support the agreed quality of a service handling all agreed, userinitiated service requests

B.

To set clear business-based targets for service performance

C.

To establish and nurture the links between the organization and its stakeholders

D.

To align the organization's practices and services with changing business needs

Which dimension includes activities and workflows?

A.

Value streams and processes

B.

Partners and suppliers

C.

Information and technology

D.

Organizations and people

Which of the following can be used to access service desks?

A.

Phone calls

B.

All of the above

C.

Text and social media messaging

D.

Email

How does information about problems and known errors contribute to 'incident management'?

A.

It enables the reassessment of known erros

B.

It enables quick and efficient diagnosis of incidents

C.

It removes the need for collaboration during incident resolution

D.

It removes the need for regular customer updates

Which TWO statements about the 'service request management' practice are CORRECT?

1. Service requests are part of normal service delivery

2. Complaints can be handled as service requests

3. Service requests result from a failure in service

4. Normal changes should be handled as service requests

A.

3 and 4

B.

2 and 3

C.

1 and 4

D.

1 and 2

Which statement about outcomes is CORRECT?

A.

Outcomes help service consumers achieve outputs

B.

Outcomes are one or more services that fulfil the needs of a service consumer

C.

Service providers help service consumers achieve outcomes

D.

Helping service consumers achieve outcomes reduces service provider costs

When should a full risk assessment and authorization be carried out for a standard change?

A.

Each time the standard change is implemented

B.

When the procedure for the standard change is created

C.

At least once a year

D.

When an emergency change is requested

Which describes a standard change?

A.

A high-risk change that needs very thorough assessment

B.

A change that is typically implemented as a service request

C.

A change that must be implemented as soon as possible

D.

A change that needs to be scheduled, assessed and authorized following a defined process

What is an IT asset?

A.

The removal of anything that could have a direct or indirect effect on services

B.

Any component that needs to be managed in order to deliver a service

C.

A request from a user that initiates a service action

D.

Any financially valuable component that can contribute to delivery of an IT product or service

When planning ‘continual improvement’, which approach for assessing the current state of a service is

CORRECT?

A.

An organization should always use a single technique to ensure metrics are consistent

B.

An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis

C.

An organization should always develop competencies in methodologies and techniques that will meet theirneeds

D.

An organization should always use an approach that combines Lean, Agile and DevOps methodologies

Which activity captures the demand for incident resolution and service requests?

A.

Change control

B.

Problem management

C.

Service desk

D.

Service catalogue management

Which is included in the purpose of the ‘design and transition’ value chain activity?

A.

Ensuring that service components are available when needed

B.

Providing transparency and good stakeholder relationships

C.

Supporting services according to specifications

D.

Continually meeting stakeholder expectations for costs

How does a service consumer contribute to the reduction of disk?

A.

By paying for the service

B.

By managing server hardware

C.

By communicating constraints

D.

By managing staff availability

Which guiding principle recommends standardizing and streamlining manual tasks?

A.

Optimize and automate

B.

Collaborate and promote visibility

C.

Focus on value

D.

Think and work holistically

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Total 542 questions
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