Free ITIL 4 Foundation Practice Exam (2026)

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Question 1ITIL Practices⚑ Flag

At Fenwick Engineering, the monthly update of antivirus definitions on workstations is low risk, well understood and follows a documented procedure. How should change enablement handle this change?

AAs a normal change needing a fresh risk assessment BAs a normal change authorized by a change board CAs a standard change that is pre-authorized DAs an emergency change because it is security related

Correct answer: C. As a standard change that is pre-authorized
Standard changes are low risk, pre-authorized and well understood, so they can be implemented without extra authorization each time. Being security related does not make a routine change an emergency change.

Question 2Key Concepts⚑ Flag

Hollis Freight's new shipment-tracking service has every feature the logistics team asked for. However, it is unavailable for several hours each week and slows down badly at peak times. Which statement BEST describes this service?

AIt provides utility and warranty but no value BIt provides utility but lacks adequate warranty CIt provides warranty but lacks adequate utility DIt lacks both adequate utility and warranty

Correct answer: B. It provides utility but lacks adequate warranty
Utility is fitness for purpose, meaning the functionality the service offers, and the features are all present. Warranty is fitness for use, covering availability, capacity and similar assurances, and the outages and slowdowns show it is not met. Reversing the two terms is the most common mistake here.

Question 3Guiding Principles⚑ Flag

A product team at Northgate Bank keeps adding advanced reporting features to its mobile app. Usage data shows few customers use them, while many complain about slow login. Under the 'focus on value' principle, what should guide the team's priorities?

AThe features competitors released most recently BThe tasks that are easiest for the team to deliver CThe features the developers find most innovative DWhat service consumers actually find valuable

Correct answer: D. What service consumers actually find valuable
Focus on value says everything the organization does should link back to value for its stakeholders, and the consumer is the one who judges that value. Copying competitors or building what the team finds interesting ignores what these customers clearly need.

Question 4ITIL Practices⚑ Flag

In the change enablement practice, what is a change authority?

AThe person or group who authorizes a change BThe tool used to record and schedule changes CThe team that builds and tests each change DThe person who first requests the change

Correct answer: A. The person or group who authorizes a change
A change authority is the person or group that authorizes a change, and the right authority is assigned based on the type and risk of the change. The requester and the builders are separate roles from the authority.

Question 5Four Dimensions & SVS⚑ Flag

Greystone Utilities is deciding how its knowledge base will store articles, which AI tools will suggest answers to agents, and how customer data will be protected. Which dimension of service management is the main focus of these decisions?

AOrganizations and people BInformation and technology CPartners and suppliers DValue streams and processes

Correct answer: B. Information and technology
The information and technology dimension covers the information and knowledge needed to manage services and the technologies that support them, including security of that data. These decisions are about tools, knowledge and data, not structures, suppliers or workflows.

Question 6ITIL Practices⚑ Flag

What is the purpose of the incident management practice?

ATo minimize incident impact by restoring normal service quickly BTo handle all pre-defined requests that users initiate CTo observe services and record selected changes of state DTo reduce how often incidents happen by finding their causes

Correct answer: A. To minimize incident impact by restoring normal service quickly
Incident management aims to minimize the negative impact of incidents by restoring normal service operation as quickly as possible. Finding and removing causes to reduce how often incidents happen is the job of problem management.

Question 7Service Value Chain⚑ Flag

Lindqvist Pharma's IT team holds regular meetings with business units to understand their needs, keep them informed and build good relationships. Which value chain activity does this represent?

AImprove BDeliver and support CPlan DEngage

Correct answer: D. Engage
Engage aims to provide a good understanding of stakeholder needs, transparency, continual engagement and good relationships with all stakeholders. Plan is about shared vision and direction, not ongoing stakeholder contact.

Question 8ITIL Practices⚑ Flag

Two incidents are logged at Ashby Telecom at the same time. One stops billing for all business customers, while the other affects a single user's desktop wallpaper. On what basis should incident management decide which to handle first?

AAn agreed classification by impact and urgency BThe seniority of the person who reported each one CWhich support team is least busy at the moment DThe order in which the incidents were logged

Correct answer: A. An agreed classification by impact and urgency
Incidents are prioritized using an agreed classification based on their impact and urgency, so the highest business impact is handled first. Logging order or reporter seniority would let minor issues delay critical ones.

Question 9Key Concepts⚑ Flag

Brightwell Insurance gives each new employee a laptop to keep, a network account that opens the shared drives, and a technician who sets up their email on day one. How should the network account be classified within this service offering?

AService relationship BGoods CAccess to resources DService actions

Correct answer: C. Access to resources
Access to resources lets the consumer use provider resources under agreed terms without ownership being transferred, which fits a network account. The laptop is goods because ownership passes to the consumer, and the technician's setup work is a service action.

Question 10ITIL Practices⚑ Flag

Which term describes a problem that has been analyzed but has not yet been resolved?

AKnown error BEvent CWorkaround DIncident

Correct answer: A. Known error
In problem management, a known error is a problem that has been analyzed but not yet resolved. A workaround is a way to reduce impact while the resolution is pending, not the problem record itself.

Question 11Guiding Principles⚑ Flag

Elmstead Council wants to redesign how it handles incidents. A consultant suggests relying on last year's process documents to understand current handling. Which action BEST follows the 'start where you are' principle?

ADiscard the current process and design a new one from scratch BBuy a new tool and adapt the process to fit it CRely on the process documents because they are official DObserve and measure how incidents are actually handled now

Correct answer: D. Observe and measure how incidents are actually handled now
Start where you are stresses assessing the current state through direct observation and measurement, because documents and reports can differ from reality. Throwing the current process away wastes what already works.

Question 12Four Dimensions & SVS⚑ Flag

Tamsin Airlines decides to use an external provider for data center operations because it lacks in-house expertise and wants to focus on its core business. Within which dimension of service management are these sourcing decisions primarily considered?

AInformation and technology BPartners and suppliers CValue streams and processes DOrganizations and people

Correct answer: B. Partners and suppliers
The partners and suppliers dimension covers relationships with other organizations involved in service delivery and the factors behind sourcing strategy, such as strategic focus and access to expertise. Organizations and people covers internal structures and skills, not the choice to use an outside provider.

Question 13ITIL Practices⚑ Flag

Harlow Retail's point-of-sale terminals freeze every few days. The root cause is still under investigation, but restarting one background service restores a terminal in two minutes. What is this restart procedure called?

AAn emergency change BA known error CA workaround DA standard change

Correct answer: C. A workaround
A workaround reduces or eliminates the impact of an incident or problem when a full resolution is not yet available. It does not fix the underlying cause, which is why problem investigation continues.

Question 14Service Value Chain⚑ Flag

Corvin Bank's IT team is purchasing new servers and developing a software module so that these components are available when needed and meet agreed specifications. Which value chain activity is this?

ADesign and transition BObtain/build CDeliver and support DPlan

Correct answer: B. Obtain/build
Obtain/build ensures that service components are available when and where needed and meet agreed specifications, whether they are bought or built. Deliver and support is about running services for users, not acquiring the parts.

Question 15ITIL Practices⚑ Flag

An employee at Delmont Insurance asks for a new laptop through the self-service portal. The request follows a pre-defined workflow with a standard approval. Which practice is responsible for handling this?

AChange enablement BProblem management CIncident management DService request management

Correct answer: D. Service request management
Service request management handles pre-defined, user-initiated requests in an effective and user-friendly way. Nothing has failed, so this is not an incident, and fulfilling a standard request does not need change enablement.

Question 16Key Concepts⚑ Flag

At Cedarline Hospital, the chief financial officer approves the budget for a new patient-scheduling service. The outpatient manager defines what the service must do, and receptionists use it every day. Which role does the chief financial officer play?

AUser BSponsor CSupplier DCustomer

Correct answer: B. Sponsor
The sponsor is the role that authorizes the budget for service consumption. The outpatient manager is the customer because they define requirements and own the outcomes, and the receptionists are users.

Question 17ITIL Practices⚑ Flag

What is the purpose of the service desk practice?

ATo set clear business-based targets for service performance BTo protect the information the organization needs for business CTo capture demand for incident resolution and service requests DTo keep accurate information about configuration items available

Correct answer: C. To capture demand for incident resolution and service requests
The service desk captures demand for incident resolution and service requests and acts as the entry point and single point of contact for users. Setting service targets belongs to service level management.

Question 18Guiding Principles⚑ Flag

Paxton Logistics plans to replace all of its service management tooling in one 18-month project with a single go-live date. Which guiding principle suggests splitting the work into smaller parts that each deliver results and can be reviewed along the way?

AProgress iteratively with feedback BThink and work holistically CCollaborate and promote visibility DKeep it simple and practical

Correct answer: A. Progress iteratively with feedback
Progress iteratively with feedback recommends organizing work into smaller, manageable sections that can be completed and evaluated in a timely way. Keep it simple is about removing unnecessary steps, not about breaking delivery into iterations.

Question 19Four Dimensions & SVS⚑ Flag

A new national data protection law requires Vantor Software to store customer data only within the country's borders. Under the PESTLE model, which type of external factor is this?

APolitical BEconomic CTechnological DLegal

Correct answer: D. Legal
PESTLE groups external factors as political, economic, social, technological, legal and environmental. A binding law on data storage is a legal factor, even though politics may have shaped it.

Question 20ITIL Practices⚑ Flag

Kestrel Logistics' IT provider reports that every SLA target was met last quarter. Yet business managers say the service is frustrating and slows their work. What does this situation MOST likely indicate?

AA watermelon effect: green metrics, unhappy customers BSLA targets are too strict and should be lowered CThe managers are not using the service correctly DThe provider should stop measuring any SLA targets

Correct answer: A. A watermelon effect: green metrics, unhappy customers
The watermelon SLA effect describes reports that look green on the outside while the customer experience is red inside. It usually means the targets measure technical outputs instead of the outcomes customers care about.

Question 21ITIL Practices⚑ Flag

Orchid Hotels wants to improve its guest Wi-Fi service using the continual improvement model. What is the FIRST question the team should answer?

ADid we get there? BWhere are we now? CWhat is the vision? DHow do we get there?

Correct answer: C. What is the vision?
The model starts with 'What is the vision?' so the improvement is tied to the organization's goals. 'Where are we now?' comes second, when the team assesses the current state as a baseline.

Question 22Key Concepts⚑ Flag

Which statement about value is CORRECT according to ITIL 4?

AValue is defined only by the price the consumer pays BValue is fully determined by the provider's internal delivery cost CValue is created by the provider and handed to the consumer DValue is co-created by providers and consumers working together

Correct answer: D. Value is co-created by providers and consumers working together
ITIL 4 describes value as co-created through active collaboration between providers and consumers, and across other organizations in the relationship. The older view that the provider creates value and hands it over is exactly what ITIL 4 moved away from.

Question 23Guiding Principles⚑ Flag

At Ravenna Media, the IT team keeps its improvement backlog in a private spreadsheet. Business managers do not know what is being worked on and assume IT ignores their requests. Which principle is MOST clearly being neglected?

AThink and work holistically BProgress iteratively with feedback CStart where you are DCollaborate and promote visibility

Correct answer: D. Collaborate and promote visibility
Collaborate and promote visibility calls for making work transparent so stakeholders understand priorities and can support decisions. Hidden work leads to mistrust and poor decisions, which is exactly what is happening here.

Question 24ITIL Practices⚑ Flag

Which practice systematically observes services and service components, and records and reports selected changes of state?

ADeployment management BMonitoring and event management CService configuration management DIncident management

Correct answer: B. Monitoring and event management
Monitoring and event management observes services and components and records and reports selected changes of state, which are identified as events. Incident management may act on some events, but it does not perform the observation itself.

Question 25Four Dimensions & SVS⚑ Flag

What is the main purpose of the ITIL service value system (SVS)?

ATo replace organizational governance with standard practices BTo define one fixed sequence of processes for all IT teams CTo enable continual co-creation of value with all stakeholders DTo describe the technical architecture behind each service

Correct answer: C. To enable continual co-creation of value with all stakeholders
The SVS describes how all components and activities of an organization work together so it can continually co-create value with stakeholders through products and services. It is flexible by design and does not prescribe a fixed process sequence.

Question 26ITIL Practices⚑ Flag

What is the purpose of the release management practice?

ATo move new or changed components to live or other environments BTo plan and manage the full lifecycle of all IT assets CTo control the risk of changes and decide who authorizes them DTo make new and changed services and features available for use

Correct answer: D. To make new and changed services and features available for use
Release management makes new and changed services and features available for use. Moving components into environments is deployment management, and the two can happen at different times.

Question 27Service Value Chain⚑ Flag

What is the purpose of the 'plan' value chain activity?

ATo help users resolve issues with services they use every day BTo keep stakeholders informed and maintain good relationships CTo create a shared understanding of vision, status and direction DTo make sure components are bought or built to agreed specifications

Correct answer: C. To create a shared understanding of vision, status and direction
Plan ensures a shared understanding of the vision, current status and improvement direction for all four dimensions and all products and services. Keeping stakeholders informed belongs to engage, and resolving user issues belongs to deliver and support.

Question 28ITIL Practices⚑ Flag

At Norrland Energy, a team moves a tested software package and updated documentation into the live environment. Which practice does this activity belong to?

ARelease management BDeployment management CChange enablement DService configuration management

Correct answer: B. Deployment management
Deployment management moves new or changed hardware, software, documentation, processes or other components to live or other environments. Release management is concerned with making features available for use, which may happen later.

Question 29Key Concepts⚑ Flag

Marlow Retail's analytics team sends a weekly sales report to regional managers. The managers use the report to move stock between stores and cut overstock by 15 percent. In ITIL terms, what is the reduction in overstock?

AA service offering BAn output CAn outcome DA utility requirement

Correct answer: C. An outcome
An outcome is a result for a stakeholder that one or more outputs make possible. The weekly report is the output, while the lower overstock is the business result the managers achieve with it.

Question 30ITIL Practices⚑ Flag

Before planning maintenance, an engineer at Pellston Bank needs to know which servers, databases and network links support the online banking service. Which practice provides this information?

AService configuration management BMonitoring and event management CService level management DIT asset management

Correct answer: A. Service configuration management
Service configuration management ensures accurate and reliable information about services and the configuration items that support them, including how they relate. IT asset management focuses on the financial value and lifecycle of assets rather than service relationships.

Question 31Guiding Principles⚑ Flag

Quinby Labs requires a seven-field form for every access request. A review finds that nobody reads three of the fields and they support no decision or control. What does the 'keep it simple and practical' principle suggest?

AKeep the fields in case they are useful later BRemove the fields that do not contribute to value CAutomate the form so the fields are filled faster DAdd a review step to check the fields are complete

Correct answer: B. Remove the fields that do not contribute to value
Keep it simple and practical says that if a step or element does not add value or serve a useful purpose, it should be eliminated. Automating the form would only make useless work faster.

Question 32Four Dimensions & SVS⚑ Flag

In the ITIL service value system, which elements are the inputs and which is the output?

AOpportunity and demand are inputs; value is the output BValue and demand are inputs; opportunity is the output CPractices and governance are inputs; demand is the output DDemand and value are inputs; outcomes are the output

Correct answer: A. Opportunity and demand are inputs; value is the output
The SVS takes opportunity and demand as inputs and turns them into value for the organization and its stakeholders. Practices and governance are components inside the SVS, not inputs to it.

Question 33ITIL Practices⚑ Flag

Which practice aims to plan and manage the full lifecycle of all IT assets, to maximize value, control costs and manage risks?

ASupplier management BDeployment management CIT asset management DService configuration management

Correct answer: C. IT asset management
IT asset management plans and manages the full lifecycle of IT assets to maximize value, control costs, manage risks and support decisions about buying, reusing and retiring them. Service configuration management tracks configuration items and their relationships instead.

Question 34Service Value Chain⚑ Flag

Which statement about value streams and the service value chain is CORRECT?

AEvery value stream may include only one value chain activity BValue streams are used only for new services, not for support work CValue chain activities must always run in the same fixed order DEach value stream uses its own combination of value chain activities

Correct answer: D. Each value stream uses its own combination of value chain activities
A value stream is a series of steps used to create and deliver products and services, and it can combine value chain activities in different sequences. The value chain is deliberately not a fixed linear flow.

Question 35ITIL Practices⚑ Flag

What is the purpose of the information security management practice?

ATo ensure that every service is available whenever users need it BTo manage the lifecycle of all hardware and software assets CTo restore normal service operation after a security breach DTo protect the information the organization needs to do business

Correct answer: D. To protect the information the organization needs to do business
Information security management protects the information an organization needs to conduct its business. This covers confidentiality, integrity, availability and related aspects, not only service uptime.

Question 36Key Concepts⚑ Flag

A small accounting firm moves its email from an in-house server to a provider's hosted service. It now pays a monthly subscription and must train staff on the new interface. Which cost has the service REMOVED from the firm?

ABuying and maintaining server hardware BTraining staff on the new interface CTime spent moving mailboxes over DThe monthly subscription fee

Correct answer: A. Buying and maintaining server hardware
A service removes some costs from the consumer, such as owning and maintaining infrastructure, and imposes others. The subscription fee and the staff training are costs imposed on the firm by consuming the service.

Question 37ITIL Practices⚑ Flag

Which practice establishes and nurtures the links between the organization and its stakeholders at strategic and tactical levels?

AService level management BRelationship management CSupplier management DService desk

Correct answer: B. Relationship management
Relationship management builds and maintains links with stakeholders at strategic and tactical levels. Service level management sets and tracks service targets, and supplier management deals specifically with suppliers.

Question 38Guiding Principles⚑ Flag

Sorrel Health wants to automate its manual onboarding workflow. The current workflow has duplicate approvals and steps that staff often skip. According to the 'optimize and automate' principle, what should happen FIRST?

AHire more staff to do the manual steps faster BReplace the workflow with a commercial product CAutomate the workflow exactly as it is today DOptimize the workflow, then automate it

Correct answer: D. Optimize the workflow, then automate it
The principle advises optimizing work as far as is sensible before automating it. Automating a wasteful process locks in the waste and makes it harder to fix later.

Question 39Four Dimensions & SVS⚑ Flag

The board of Halcyon Group sets direction for IT, approves policies, and reviews whether performance follows those policies. Which SVS component do these activities represent?

AContinual improvement BService value chain CGovernance DPractices

Correct answer: C. Governance
Governance is the means by which an organization is directed and controlled, and a governing body evaluates, directs and monitors. The service value chain covers the operating activities that create value, not board-level direction and oversight.

Question 40ITIL Practices⚑ Flag

Westbrook University relies on several cloud and network vendors. It wants these vendors and their performance managed so that students receive seamless, quality services. Which practice is MOST relevant?

ARelationship management BSupplier management CIT asset management DService level management

Correct answer: B. Supplier management
Supplier management ensures suppliers and their performance are managed appropriately to support seamless provision of quality products and services. Relationship management is broader and focuses on stakeholder links rather than supplier performance.