Free ITIL 4 Foundation Practice Exam (2026)

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Question 1ITIL Practices⚑ Flag

Attackers are actively exploiting a newly found vulnerability in Garrison Bank's web servers, and a vendor patch is available. How should the change to apply the patch be classified?

AAn emergency change, implemented as soon as possible BA normal change, scheduled for the next monthly window CA service request, raised by the security team DA standard change, because patches are routine

Correct answer: A. An emergency change, implemented as soon as possible
Emergency changes must be implemented as soon as possible, for example to resolve an incident or apply an urgent security patch. They are still assessed and authorized, but often by a separate authority with an expedited process.

Question 2Key Concepts⚑ Flag

Which statement about products is CORRECT according to ITIL 4?

AA product is made up only of physical goods and hardware BA product is always tailored to one consumer and nobody else CA product is a configuration of resources that can offer value DA product and a service offering mean exactly the same thing

Correct answer: C. A product is a configuration of resources that can offer value
ITIL 4 describes a product as a configuration of an organization's resources designed to offer value for a consumer. Products are not tied to one consumer, and service offerings are built from products for specific consumer groups.

Question 3Guiding Principles⚑ Flag

Ostrander Retail upgrades its order database. The upgrade succeeds technically, but support staff were not trained, monitoring was not updated, and a supplier's integration failed. Which principle would MOST likely have prevented these issues?

AKeep it simple and practical BFocus on value CStart where you are DThink and work holistically

Correct answer: D. Think and work holistically
Think and work holistically reminds teams that no service or component stands alone, so changes must consider people, information, suppliers and processes together. Focusing only on the technical upgrade ignored the wider system.

Question 4ITIL Practices⚑ Flag

Ludlow Retail plans to migrate its customer database to a new platform. The work is complex, has not been done before, and needs risk assessment and authorization. Which change type applies?

AEmergency change BService request CStandard change DNormal change

Correct answer: D. Normal change
Normal changes need to be scheduled, assessed and authorized following a defined process. A standard change applies only to low-risk, well-understood work that is pre-authorized, which this migration is not.

Question 5Four Dimensions & SVS⚑ Flag

After a restructure at Sunfield Telecom, support engineers are unsure who can approve fixes, and many lack skills for the new cloud platform. Which dimension of service management is MOST affected?

AValue streams and processes BOrganizations and people CInformation and technology DPartners and suppliers

Correct answer: B. Organizations and people
The organizations and people dimension covers roles, responsibilities, authority, culture, staffing and competencies. The cloud platform is technology, but the problem described is unclear authority and missing skills.

Question 6ITIL Practices⚑ Flag

What is a key use of the change schedule in change enablement?

ATo define the service levels agreed with each customer BTo plan changes, help communication and avoid conflicts CTo record the root cause of every recurring incident DTo track the financial value of IT assets over time

Correct answer: B. To plan changes, help communication and avoid conflicts
The change schedule helps plan changes, supports communication, avoids conflicts and assigns resources. It also gives incident and problem management useful information about what changed and when.

Question 7Service Value Chain⚑ Flag

At Moreno Travel, agents help users resolve booking system issues and make sure the service runs to agreed specifications every day. Which value chain activity is this?

AObtain/build BEngage CDesign and transition DDeliver and support

Correct answer: D. Deliver and support
Deliver and support ensures services are delivered and supported according to agreed specifications and stakeholder expectations. Engage covers understanding needs and building relationships, not daily service operation.

Question 8ITIL Practices⚑ Flag

A complex incident at Bramhall Airways affects check-in systems, and it is unclear which team is best placed to fix it. Several specialists work on it together until the right owner becomes clear. What is this approach called?

AEvent correlation BFunctional escalation CSwarming DProblem control

Correct answer: C. Swarming
Swarming brings many stakeholders together on an incident at the start until it becomes clear who is best placed to continue. Functional escalation passes the incident from one team to the next, which can slow resolution of complex issues.

Question 9Key Concepts⚑ Flag

Ferris Dental moves its patient records to a provider's managed backup service. Before, a single disk failure could have wiped out years of data. Now the provider keeps several copies in separate locations. From Ferris Dental's view, what has the service done?

AMoved data ownership to the provider BRemoved a risk from the consumer CImposed a new cost on the consumer DImposed a new risk on the consumer

Correct answer: B. Removed a risk from the consumer
Services can remove risks from consumers, such as losing data to a hardware failure. The service may impose some risks and costs too, but the clear effect described here is the removal of a major risk.

Question 10ITIL Practices⚑ Flag

Problem management at Hensley Media reviews incident records and notices the same email outage happening every Monday morning. Which phase of problem management does this represent?

AError control BIncident resolution CProblem identification DProblem control

Correct answer: C. Problem identification
Problem identification includes trend analysis of incident records to detect recurring issues. Problem control comes next, when the problem is analyzed and workarounds and known errors are documented.

Question 11Guiding Principles⚑ Flag

Which statement about the ITIL guiding principles is CORRECT?

AThey interact and should be considered together, as relevant BOnly the first principles in the list are mandatory CThey apply to improvement projects but not to daily work DThey should be applied one at a time in a fixed order

Correct answer: A. They interact and should be considered together, as relevant
The principles interact with each other, and organizations should consider which ones are relevant to a situation and apply them together. They are universal and apply to daily work as well as improvement initiatives.

Question 12Four Dimensions & SVS⚑ Flag

Ironbridge Manufacturing maps the steps, handoffs and controls needed to turn a customer order for a custom part into a delivered product. Which dimension of service management is the focus of this work?

APartners and suppliers BValue streams and processes COrganizations and people DInformation and technology

Correct answer: B. Value streams and processes
The value streams and processes dimension defines the activities, workflows, controls and procedures needed to achieve objectives. Mapping the flow from order to delivery is a value stream exercise.

Question 13ITIL Practices⚑ Flag

Which phase of problem management manages known errors and identifies potential permanent solutions that may lead to a change request?

AError control BIncident resolution CProblem identification DProblem control

Correct answer: A. Error control
Error control manages known errors, looks for permanent solutions and may raise change requests to implement them. It also reassesses known errors that remain unresolved over time.

Question 14Service Value Chain⚑ Flag

What is the purpose of the 'design and transition' value chain activity?

ATo provide transparency and strong relationships with all stakeholders BTo ensure service components are available when and where needed CTo ensure services meet expectations for quality, cost and time to market DTo ensure a common view of vision and direction across the organization

Correct answer: C. To ensure services meet expectations for quality, cost and time to market
Design and transition ensures products and services continually meet stakeholder expectations for quality, costs and time to market. Creating a shared view of vision and direction is the purpose of plan.

Question 15ITIL Practices⚑ Flag

A patient of Ellison Clinics sends a compliment about how quickly a support agent helped her. How should this be handled?

ARaise a problem record for review BIgnore it, as no action is needed CLog it as an incident for trend analysis DTreat it as a service request

Correct answer: D. Treat it as a service request
Service requests include feedback, compliments and complaints, as well as requests for information or access. Nothing has failed, so logging it as an incident or problem would be wrong.

Question 16Key Concepts⚑ Flag

Which term describes the joint activities a service provider and a service consumer perform to ensure continual value co-creation based on agreed and available service offerings?

AService consumption BService offering CService provision DService relationship management

Correct answer: D. Service relationship management
Service relationship management covers the joint activities that keep value co-creation going within a service relationship. Service provision and service consumption are the provider's and consumer's separate sets of activities.

Question 17ITIL Practices⚑ Flag

Kingsley Software's support agents work from home in four countries. They share one platform and appear to users as a single point of contact. Which statement about this setup is CORRECT?

AA service desk can be virtual across many locations BEach country must run its own separate service desk CRemote agents may handle requests but not incidents DA service desk must sit in one central office

Correct answer: A. A service desk can be virtual across many locations
A service desk does not have to be a physical team in one place, and a virtual service desk can link staff across many locations with technology. What matters is that users get a coordinated, single point of contact.

Question 18Guiding Principles⚑ Flag

Talbot Insurance's claims portal processes every claim correctly, but customers say it is confusing and many give up halfway. Which consideration of the 'focus on value' principle is MOST relevant here?

AThe provider's preferred technical architecture standards BThe customer and user experience of using the service CThe internal cost of hosting the portal's infrastructure DThe number of claims each agent processes per day

Correct answer: B. The customer and user experience of using the service
Focus on value includes the customer and user experience, meaning the whole experience of interacting with the service, not just correct results. Internal efficiency measures do not explain why customers abandon claims.

Question 19Four Dimensions & SVS⚑ Flag

Which statement about the four dimensions of service management is CORRECT?

AThey apply to service design but not to operations BEach dimension is handled by a separate team in isolation COnly information and technology applies to digital services DAll four apply to every service and to the SVS as a whole

Correct answer: D. All four apply to every service and to the SVS as a whole
The four dimensions apply to the SVS as a whole and to every product and service, and they should be addressed in a balanced way. Neglecting any one of them can leave services undeliverable or below expectations.

Question 20ITIL Practices⚑ Flag

A service level manager at Corbett Freight wants to learn what business users really value before defining new service targets. What is the BEST first approach?

ASet targets the IT team can easily achieve BCopy the targets from the vendor's standard contract CTalk with customers to understand their priorities DUse server uptime as the main service target

Correct answer: C. Talk with customers to understand their priorities
Service level management relies on customer engagement, such as listening to customers and capturing what matters to them, before setting targets. Starting from technical metrics like uptime risks targets that do not reflect real outcomes.

Question 21ITIL Practices⚑ Flag

What is used to record and manage improvement ideas from identification through to final action?

AContinual improvement register BChange schedule CConfiguration management system DKnown error database

Correct answer: A. Continual improvement register
A continual improvement register tracks and manages improvement ideas throughout their lifecycle and helps prioritize them. The known error database holds records of problems that have been analyzed, not improvement ideas.

Question 22Key Concepts⚑ Flag

Which statement about the service consumer roles of customer, user and sponsor is CORRECT?

AThe user role always outranks the customer role BEach role must always be held by a different person COne person can hold all three roles at the same time DOnly external organizations can have a sponsor role

Correct answer: C. One person can hold all three roles at the same time
The three roles can be held by different people or combined in one person, such as an individual who buys, pays for and uses a service. Requiring separate people is a common misreading of the roles.

Question 23Guiding Principles⚑ Flag

Merriton College wants a new process for student IT requests. Its finance department already runs a well-designed approval workflow on the same tool. Which action BEST applies the 'start where you are' principle?

AAssess the finance workflow and reuse what fits the new need BBuy a separate tool so student requests are kept apart CWait until every department agrees on one shared workflow DDesign a brand new workflow so finance does not influence it

Correct answer: A. Assess the finance workflow and reuse what fits the new need
Start where you are encourages reusing existing services, processes and tools where they fit, instead of building from scratch. Ignoring a proven workflow wastes effort and adds risk.

Question 24ITIL Practices⚑ Flag

Rivermont Water completed actions to cut incident response times. The team now compares new measurements with the targets it set earlier. Which step of the continual improvement model is this?

ATake action BDid we get there? CHow do we keep the momentum going? DWhere are we now?

Correct answer: B. Did we get there?
'Did we get there?' checks whether the actions achieved the planned objectives by comparing results with targets. 'Where are we now?' is the earlier baseline assessment before any action is taken.

Question 25Four Dimensions & SVS⚑ Flag

A new automation tool could let Wexford Council cut permit processing time in half. No customer has asked for this change. In the service value system, how is this BEST described?

AOpportunity BValue CAn outcome DDemand

Correct answer: A. Opportunity
Opportunity represents options or possibilities to add value for stakeholders or improve the organization. Demand is the need or desire for products and services from consumers, and nobody has expressed one here.

Question 26ITIL Practices⚑ Flag

Monitoring at Ashcroft Bank shows a database disk at 85 percent capacity. Nothing has failed yet, but action now could prevent an outage. What type of event is this?

AMajor incident BInformational event CWarning event DException event

Correct answer: C. Warning event
A warning event lets the organization act before a negative impact occurs. An exception event means a norm has already been breached, and an informational event needs no action.

Question 27Service Value Chain⚑ Flag

Calder Insurance's IT team reviews performance data across all of its practices and services, then launches initiatives to make them better. Which value chain activity is this?

APlan BImprove CEngage DDesign and transition

Correct answer: B. Improve
Improve ensures continual improvement of products, services and practices across all value chain activities and the four dimensions. Plan sets the shared vision and direction rather than running improvement initiatives.

Question 28ITIL Practices⚑ Flag

Which statement BEST describes a change in the context of change enablement?

AAny unplanned interruption to a live IT service BOnly updates that are made to production software CAny request from a user for new access or equipment DAdding, modifying or removing anything that could affect services

Correct answer: D. Adding, modifying or removing anything that could affect services
In change enablement, a change is the addition, modification or removal of anything that could have a direct or indirect effect on services. The scope is broad and covers hardware, processes and documentation as well as software, while user requests for access are service requests.

Question 29Key Concepts⚑ Flag

A company buys a cloud collaboration service. Which activity is part of SERVICE CONSUMPTION rather than service provision?

AThe company's employees using the service in daily work BThe provider improving the service based on feedback CThe provider giving the company access to its resources DThe provider managing its own resources to run the service

Correct answer: A. The company's employees using the service in daily work
Service consumption includes the consumer's use of the service, management of its own resources and receiving goods. Managing provider resources, granting access and improving the service are all service provision activities.

Question 30ITIL Practices⚑ Flag

In service configuration management, what is a configuration item (CI)?

AAny event that shows a change of state in a service BAny component that must be managed to deliver an IT service CAny item that has a recorded financial value to the company DAny change that has been authorized by a change authority

Correct answer: B. Any component that must be managed to deliver an IT service
A configuration item is any component that needs to be managed in order to deliver an IT service. An item with financial value describes an IT asset, which may or may not also be a CI.

Question 31Guiding Principles⚑ Flag

Delacroix Foods is rolling out a self-service portal to 40 offices. Which approach BEST applies the 'progress iteratively with feedback' principle?

ARoll out in phases and use user feedback to adjust each phase BDelay launch until every possible feature has been built CCollect feedback only from the project team, not from users DLaunch to all offices at once and review results after a year

Correct answer: A. Roll out in phases and use user feedback to adjust each phase
The principle calls for working in manageable iterations and using feedback before, during and after each one to guide the next. A single big launch with a late review removes the chance to learn and adjust.

Question 32Four Dimensions & SVS⚑ Flag

Which statement about continual improvement as a component of the SVS is CORRECT?

AIt covers services but not practices or the SVS itself BIt is carried out once a year during strategic planning CIt is the responsibility of a dedicated improvement team only DIt takes place in all areas of the organization and at all levels

Correct answer: D. It takes place in all areas of the organization and at all levels
Continual improvement is an ongoing activity across all areas and levels, from strategy to day-to-day operations. A dedicated team may support it, but everyone shares responsibility.

Question 33ITIL Practices⚑ Flag

Which statement describes a problem in ITIL 4?

AA cause, or potential cause, of one or more incidents BA request from a user for information or access CA change of state that matters for managing a service DAn unplanned interruption or reduction in service quality

Correct answer: A. A cause, or potential cause, of one or more incidents
A problem is a cause, or potential cause, of one or more incidents. An unplanned interruption or reduction in quality is the definition of an incident, which is the most common confusion.

Question 34Service Value Chain⚑ Flag

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

AValue chain activities remove the need for any practices BEach practice belongs to exactly one value chain activity COne practice can support several value chain activities DPractices are used only in the deliver and support activity

Correct answer: C. One practice can support several value chain activities
Practices are not owned by a single activity, and each one can support many value chain activities. For example, service level management contributes to engage, plan, improve and deliver and support.

Question 35ITIL Practices⚑ Flag

At Thornbury Clinic, an unauthorized person changed several patient test results stored in the records system. Which aspect of information security was MOST directly compromised?

AIntegrity BAvailability CNon-repudiation DConfidentiality

Correct answer: A. Integrity
Integrity means information is accurate and protected from unauthorized change, so altered test results breach it directly. Confidentiality concerns unauthorized disclosure, which is secondary to the tampering here.

Question 36Key Concepts⚑ Flag

Which statement about organizations in a service relationship is CORRECT?

AOnly organizations with more than one department can provide services BA consumer organization has no part in creating value CAn organization can only be a provider or a consumer, never both DIt can provide some services while consuming others

Correct answer: D. It can provide some services while consuming others
Organizations commonly act as providers to their customers while consuming services from their own suppliers. A consumer also contributes to value co-creation, so it is not a passive party.

Question 37ITIL Practices⚑ Flag

Easton Logistics uses three different suppliers for network, cloud hosting and end-user support, and coordinates them itself. Which sourcing model is this?

ASingle-source partnership BMulti-sourcing CCrowdsourcing DInsourcing

Correct answer: B. Multi-sourcing
Multi-sourcing procures services from more than one supplier, often split by area, with the organization coordinating them. A single-source partnership uses one supplier for the whole scope.

Question 38Guiding Principles⚑ Flag

Hargrove Bank plans to optimize its change approval workflow. According to the 'optimize and automate' principle, what should the team do BEFORE making changes?

ACopy the approval workflow of a larger competitor BAutomate every approval step at once so time is saved CUnderstand and agree the context for the optimization DRemove all approval steps to speed up delivery

Correct answer: C. Understand and agree the context for the optimization
Optimization should begin by understanding and agreeing the context, such as the organization's vision and objectives, before assessing the current state. Jumping straight to automation or removing controls risks optimizing the wrong thing.

Question 39Four Dimensions & SVS⚑ Flag

In ITIL 4, what is a practice?

AA document that sets out the organization's governance rules BResources organized to perform work or achieve an objective CA fixed sequence of activities that must follow one order DA single team that runs one specific technology area

Correct answer: B. Resources organized to perform work or achieve an objective
A practice is a set of organizational resources designed for performing work or accomplishing an objective, and it spans all four dimensions. It is broader than a single process, team or document.

Question 40ITIL Practices⚑ Flag

Which statement about incident management is CORRECT?

AIncidents should be logged only once they are resolved BUsers should never be able to resolve their own incidents CAll incidents must be resolved within one fixed time DTarget resolution times should be agreed and communicated

Correct answer: D. Target resolution times should be agreed and communicated
Incident management should agree, document and communicate target resolution times so expectations are realistic. Users can resolve some incidents themselves through self-help, and incidents should be logged as they occur.