ITIL 4 Foundation Practice Exam 1 (2026) – 40 Free Mock Questions with Answers & Explanations
Prepare for the ITIL 4 Foundation Practice Exam 1 - ITIL 4 Foundation certification with 40 free practice exam questions, detailed explanations, real exam-style mock tests, study tips, and answers to help you pass on your first attempt.
Practice with the latest ITIL 4 Foundation Practice Exam 1 featuring realistic multiple-choice questions, detailed answer explanations, exam tips, and study guidance. Improve your understanding of the ITIL Service Value System, Guiding Principles, Service Value Chain, Four Dimensions, ITIL Practices, and Continual Improvement while preparing confidently for your certification exam.
Question 1:
What is the definition of a
service?
a)
The
means by which an organization is directed and controlled
b)
A
set of specialized organizational capabilities for enabling value to customers
c)
A
method for visualizing work, identifying potential blockages and resource
conflicts, and managing work in progress
d)
A
means of enabling value co-creation by facilitating outcomes that customers
want to achieve, without the customer having to manage specific costs and risks
Question 2:
Identify the missing word(s)
in the following sentence. Utility is the [?] offered by a product or service
to meet a particular need.
a)
Assurance
b)
Promise
c)
Functionality
d)
Outcome
Question 3:
Identify the missing word in
the following sentence. [?] is the practice of ensuring that risks are properly
assessed, authorizing changes to proceed, and managing a change schedule in
order to maximize the number of successful IT changes.
a)
IT
asset management
b)
Service
configuration management
c)
Change
control
d)
Service
level management
Question 4:
Identify the missing word(s)
in the following sentence. An event is any change of state that has
significance for the management of a(n) [?] or other configuration items.
a)
Output
b)
Product
c)
Service
d)
Outcome
Question 5:
What is the purpose of the
'information security management' practice?
a)
Protecting
an organization by understanding and managing risks to the confidentiality,
integrity, and availability of information
b)
Ensuring
that services achieve agreed and expected performance levels, satisfying
current and future demand in a cost-effective way
c)
Ensuring
that services deliver agreed levels of availability or that change can be
assessed
d)
Systematically
observing services and service components and recording and reporting selected
changes of state identified as events
Question 6:
What is the purpose of the
'monitoring and event management' practice?
a)
Supporting
the agreed quality of a service by handling all pre-defined, user-initiated
service requests in an effective and user-friendly manner
b)
Systematically
observing services and service components and recording and reporting selected
changes of state identified as events
c)
Minimizing
the negative impact of incidents by restoring normal service operation as
quickly as possible
d)
Ensuring
that all an organization's projects are successfully delivered
Question 7:
What is the purpose of the
'incident management' practice?
a)
Supporting
the agreed quality of a service by handling all pre-defined, user-initiated
service requests in an effective and user-friendly manner
b)
Ensuring
that services deliver agreed levels of availability or that change can be
assessed
c)
Ensuring
that all an organization's projects are successfully delivered
d)
Minimizing
the negative impact of incidents by restoring normal service operation as
quickly as possible
Question 8:
What is defined as the
practice of ensuring that accurate and reliable information about the
configuration of services, and the configuration items that support them, is
available when and where needed?
a)
Change
control
b)
IT
asset management
c)
Service
configuration management
d)
Service
level management
Question 9:
Identify the missing word in
the following sentence. The [?] is the practice of capturing demand for
incident resolution and service requests.
a)
Incident
management
b)
Service
level management
c)
Service
request management
d)
Service
desk
Question 10:
Dion Training has decided to
offer two membership levels to their training programs. The first membership
level includes all of their video courses, practice exams, and study guides for
a single monthly fee. This plan does not provide the students with the actual
exam voucher to take the certification exams, though. What term best describes
this membership level which provides several services for a single price?
a)
An
outcome
b)
Value
c)
A
service offering
d)
An
output
Question 11:
Which describes outputs?
a)
Tangible
or intangible deliverables
b)
Functionality
offered by a product or service
c)
Results
for a stakeholder
d)
Configuration
of an organization’s resources
Question 12:
What term best describes a
person or a group of people that has its own functions with responsibilities,
authorities, and relationships to achieve its objectives?
a)
Consumer
b)
Service
provider
c)
Customer
d)
Organization
Question 13:
Which describes the nature of
the guiding principles?
a)
A
guiding principle is mandatory and must be used when adopting a new service
within the organization
b)
A
guiding principle is specific and only applies to one initiative within the
organization
c)
An
organization must implement the guiding principles exactly as defined by the
ITIL 4 Foundation manual
d)
A
guiding principle is a recommendation used as guidance in all circumstances
Question 14:
Which guiding principle is
most affected by the customer experience (CX)?
a)
Progress
iteratively with feedback
b)
Focus
on value
c)
Think
and work holistically
d)
Start
where you are
Question 15:
Dion Training Solutions wants
to build a new service to automatically fulfill exam voucher orders for
students. Currently, exam vouchers are fulfilled manually by a staff member
once the order is received from the student by copying and pasting the voucher
number from a spreadsheet into an email template and sending out the email to
the students. Before attempting to automate this fulfillment process, the team
lead takes an inventory of the current services, processes, and procedures that
are being used by the voucher fulfillment team to see if they might be able to
be reused. What guiding principle best describes this scenario?
a)
Focus
on value
b)
Collaborate
and promote visibility
c)
Start
where you are
d)
Keep
it simple and practical
Question 16:
Dion Training Solutions has
decided to create an online course for the ITIL 4 Foundation exam. The company
developed their curriculum and then invited 50 students to participate in live
training to determine if the training was effective. During the training, some
students didn't understand the concept of the service value chain, so the
instructor rewrote that portion of the curriculum. Which guiding principle is
being demonstrated by this approach to curriculum development?
a)
Focus
on value
b)
Collaborate
and promote visibility
c)
Optimize
and automate
d)
Progress
iteratively with feedback
Question 17:
You are working to design a
new service for internal use across your organization. As part of your design
efforts, you form a small team with relevant stakeholders from the human
resources, information technology, sales, and other relevant departments to
ensure the service adequately meets each department's needs and hope this
results in great acceptance of the service when delivered. Which guiding
principle best describes this scenario?
a)
Focus
on value
b)
Collaborate
and promote visibility
c)
Start
where you are
d)
Keep
it simple and practical
Question 18:
John is currently working to
create a new service that would allow a customer to purchase a digital product
online and have it delivered to the user's inbox. John is responsible for the
payment portion of this service, but Sally is responsible for the digital
product fulfillment portion of the service. Which of the following should John
do in order to follow the principle of 'think and work holistically'?
a)
John
should optimize his code to ensure it runs efficiently
b)
John
should meet with Sally to determine how the digital product fulfillment will
occur
c)
John
should wait until Sally's portion is complete before beginning his to ensure
they work together properly
d)
John
should tell Sally to wait until his portion is done before starting hers to
ensure compatibility
Question 19:
Which of these are a key
focus of the ‘organization and people’ dimension?
a)
Security
and compliance
b)
Activities
that transform inputs into outputs
c)
Roles
and responsibilities
d)
Contracts
and agreements
Question 20:
Which of these are NOT a key
focus of the ‘partners and suppliers’ dimension?
a)
Workflow
management and inventory systems
b)
Roles
and responsibilities
c)
Contracts
and agreements
d)
Security
and compliance
Question 21:
Which ITIL concept describes
the service value chain?
a)
Seven
guiding principles
b)
Four
dimensions of service management
c)
Service
value system
d)
Practices
Question 22:
What operating model outlines
the key activities required to respond to demand and facilitate value
realization through the creation and management of products and services?
a)
Continual
improvement
b)
Service
value chain
c)
Practices
d)
Guiding
principles
Question 23:
Which value chain activity
includes portfolio decisions for design and transition?
a)
Engage
b)
Improve
c)
Plan
d)
Deliver
and support
Question 24:
Which step of the continual
improvement model states that "each improvement initiative should support
the organization's goals and objectives"?
a)
Where
are we now
b)
What
is the vision
c)
Where
do we want to be
d)
How
do we get there
Question 25:
When working within the 'what
is the vision' step of the continual improvement model, what must you ensure to
occur?
a)
The
high-level direction of the initiative has been understood
b)
The
detailed steps of how to achieve your objectives
c)
What
metrics you will use to measure success
d)
The
current processes being used
Question 26:
Bridgett is leading an
improvement initiative within your company. She has been told that the company
wants to have the highest customer satisfaction in the industry. Currently, the
company has a customer satisfaction rating of 92% but the industry leader has
an average of 94%. Bridgett decides that the company should set their goal of
obtaining a 96% customer satisfaction score within the next 12 months. What
step of the continual improvement model is Bridgett currently in?
a)
What
is the vision
b)
Where
do we want to be
c)
How
do we get there
d)
Where
are we now
Question 27:
What is a normal change?
a)
A
change that doesn't need risk assessment because the procedure has been
pre-authorized
b)
A
change that needs to be assessed, authorized, and scheduled by a change
authority
c)
A
change that doesn't need risk assessment because it is required to resolve an
incident
d)
A
change that is routine in nature, is fully documented, and the risks are well
understood
Question 28:
Your company's external
router has just malfunctioned and needs to be replaced. The entire
organization's connection to the Wide Area Network will remain offline until
this router is replaced. Which type of change should be initiated?
a)
Standard
b)
Normal
c)
Emergency
d)
Routine
Question 29:
What is a change schedule NOT
used for?
a)
Developing
features
b)
Planning
changes
c)
Avoiding
conflicts
d)
Assigning
resources
Question 30:
How can you ensure the
incidents with the highest business impact are resolved first?
a)
Implement
incident classification
b)
Use
automation
c)
Utilize
self-help tools
d)
Utilize
problem management
Question 31:
Which incidents should be
logged?
a)
Only
an incident that cannot be immediately resolved
b)
Every
incident should be logged
c)
Any
incident that occurs more than once
d)
Only
incidents that are not solved using self-help tools
Question 32:
What is NOT a phase in
problem management?
a)
Problem
identification
b)
Problem
classification
c)
Problem
control
d)
Error
control
Question 33:
If a problem cannot be
resolved quickly, you might wish to document and implement a temporary solution
to reduce the impact of the problem. What is this known as?
a)
Incident
b)
Solution
c)
Workaround
d)
Known
error
Question 34:
How does 'service request
management' contribute to the 'improve' value chain activity?
a)
It
ensures that users continue to be productive when they need assistance from the
service provider
b)
It
collects user-specific requirements, sets expectations, and provides status
updates
c)
It
analyzes data to identify opportunities to provide new service request options
d)
It
acquires pre-approved service components to help fulfill service requests
Question 35:
Fill in the blank. Service
requests and their fulfillment should be [?] and automated to the greatest
degree possible.
a)
Uniquely
handled
b)
Standardized
c)
Creatively
solved
d)
Ignored
Question 36:
Your smartphone isn't working
properly. You call the toll-free number for your service provider's support
center. Which practice would you reach that serves as the entry point for all
contact between the service provider and its users?
a)
Problem
Management
b)
Service
desk
c)
Service
request management
d)
Incident
management
Question 37:
Which is a recommendation of
the ‘service desk’ practice?
a)
Service
desks should never use technologies such as SMS and chat functions
b)
Service
desks should be highly technical functions
c)
Service
desks should have a practical understanding of the business practices across
the organization
d)
Service
desks should always use a virtual service desk
Question 38:
What is a service level
agreement used for?
a)
To
measure the performance of services from a customer's point of view
b)
To
measure the performance of the service availability
c)
To
measure the performance of the service capability
d)
To
measure the performance of the service from the service provider's point of
view.
Question 39:
How does 'service level
management' contribute to the 'plan' value chain activity?
a)
Uses
feedback from users about the service and requirements from customers to make
the service better
b)
Provides
information about the actual service performance and trends
c)
Collects
and processes feedback from customers and users
d)
Collects
feedback during interactions and communicates service performance objectives to
the operations and support teams
Question 40:
What should be included in
every service level agreement?
a)
Detailed
metrics to capture availability of the system
b)
Metrics
for system response time
c)
Clearly
defined service outcomes
d)
Number
of emails sent per hour
Answer Key
|
1 |
D |
|
2 |
C |
|
3 |
C |
|
4 |
C |
|
5 |
A |
|
6 |
B |
|
7 |
D |
|
8 |
C |
|
9 |
D |
|
10 |
C |
|
11 |
A |
|
12 |
D |
|
13 |
D |
|
14 |
B |
|
15 |
C |
|
16 |
D |
|
17 |
B |
|
18 |
B |
|
19 |
C |
|
20 |
A |
|
21 |
C |
|
22 |
B |
|
23 |
C |
|
24 |
B |
|
25 |
A |
|
26 |
B |
|
27 |
B |
|
28 |
C |
|
29 |
A |
|
30 |
A |
|
31 |
B |
|
32 |
B |
|
33 |
C |
|
34 |
C |
|
35 |
B |
|
36 |
B |
|
37 |
C |
|
38 |
A |
|
39 |
B |
|
40 |
C |
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