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Free ITIL ITIL-4-Foundation Practice Exam with Questions & Answers

Questions 1

Which statement about costs is CORRECT?

Options:
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

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Questions 2

Which statement about service desks is CORRECT?

Options:
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

Questions 3

Which of the following guiding principles proposes the elimination of unnecessary work?

Options:
A.

Keep it simple and practical

B.

Think and work holistically

C.

Start where you are

D.

Progress iteratively with feedback

Questions 4

What is included in the purpose of the 'IT asset management' practice?

Options:
A.

Moving assets to live or other environments for testing or staging

B.

Supporting decision-making about purchase, re-use. retirement, and disposal of assets

C.

Making new and changed assets available for use

D.

Providing information on how assets are configured and the relationships between them

Questions 5

Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?

Options:
A.

Incident management

B.

Service level management

C.

Problem management

D.

Service request management

Questions 6

What term is used to describe the functionality of a service?

Options:
A.

Output

B.

Outcome

C.

Utility

D.

Warranty

Questions 7

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

Options:
A.

Identifying the cause of incidents and recommending related improvements

B.

Authorizing changes to implement improvements

C.

Logging and managing incidents that result in improvement opportunities

D.

Making business cases for improvement action

Questions 8

Which TWO are inputs to the service value system?

1 Demand

2 Products

3 Value

4 Opportunity

Options:
A.

1 and 2

B.

2 and 3

C.

3 and 4

D.

1 and 4

Questions 9

Which statement about a service value stream is CORRECT?

Options:
A.

it uses inputs and outputs prescribed by ITIL

B.

It is a service value chain activity

C.

It integrates practices for a specific scenario

D.

It provides an operating model for service providers

Questions 10

Identify the missing word in the following sentence.

The purpose of the ‘supplier management’ practice is to ensure that the organization’s suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.

Options:
A.

measured

B.

rewarded

C.

managed

D.

defined

Questions 11

What term is used to describe whether a service will meet availability, capacity and security requirements?

Options:
A.

Outcomes

B.

Value

C.

Utility

D.

Warranty

Questions 12

Which statement about output is correct?

Options:
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.

Questions 13

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

Options:
A.

Organizations and people

B.

Information and technology

C.

Partners and suppliers

D.

Value streams and processes

Questions 14

A service offering may include, access to resources, and service actions, which is an example of a service action?

Options:
A.

A mobile phone enables a user to work remotely

B.

A password allows a user connect to a Wifi network

C.

A license allows a user to install a software product

D.

A service desk agent provides support to user.

Questions 15

Which Practice includes management of workarounds and known errors?

Options:
A.

Monitoring and event management

B.

Service configuration management

C.

Problem management

D.

Incident management

Exam Code: ITIL-4-Foundation
Certification Provider: ITIL
Exam Name: ITIL 4 Foundation Exam
Last Update: Sep 14, 2025
Questions: 542

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