ITIL PRACTICE TEST 1 | (2026) Free Mock Questions with Answers & Explanations
Question 1:
What is the definition of a service?
The means by which an organization is
directed and controlled- A set of specialized organizational
capabilities for enabling value to customers
- A method for visualizing work,
identifying potential blockages and resource conflicts, and managing work
in progress
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
Explanation
A service is 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.
- Assurance
- Promise
- Functionality (Correct)
- Outcome
Explanation
Utility is the functionality offered by a
product or service to meet a particular need.
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.
- IT asset management
- Service configuration management
- Change enablement (Correct)
- Service level management
Explanation
Change enablement 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.
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.
Output
Product
Service
(Correct)
Outcome
Explanation
An event is any change of state that has
significance for the management of a service or other configuration item.
Question 5:
What is the purpose of the 'information
security management' practice?
Protecting an organization by understanding and managing risks
to the confidentiality, integrity, and availability of information
(Correct)
Ensuring that services achieve agreed and expected performance
levels, satisfying current and future demand in a cost-effective way
Ensuring that services deliver agreed levels of availability or
that change can be assessed
Systematically observing services and service components and
recording and reporting selected changes of state identified as events
Explanation
Information security management is the
practice of protecting an organization by understanding and managing risks to
the confidentiality, integrity, and availability of information.
Question 6:
What is the purpose of the 'monitoring and
event management' practice?
Supporting the agreed quality of a service by handling all
pre-defined, user-initiated service requests in an effective and user-friendly
manner
Systematically observing services and service components and
recording and reporting selected changes of state identified as events
(Correct)
Minimizing the negative impact of incidents by restoring normal
service operation as quickly as possible
Ensuring that all an organization's projects are successfully
delivered
Explanation
Monitoring and event management is the
practice of systematically observing services and service components and
recording and reporting selected changes of state identified as events.
Question 7:
What is the purpose of the 'incident
management' practice?
Supporting the agreed quality of a service by handling all
pre-defined, user-initiated service requests in an effective and user-friendly
manner
Ensuring that services deliver agreed levels of availability or
that change can be assessed
Ensuring that all an organization's projects are successfully
delivered
Minimizing the negative impact of incidents by restoring normal
service operation as quickly as possible
(Correct)
Explanation
Incident management is the practice of
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?
Change enablement
IT asset management
Service configuration management
(Correct)
Service level management
Explanation
Service configuration management is 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.
Question 9:
Identify the missing word in the following
sentence. The [?] is the practice of capturing demand for incident resolution
and service requests.
Incident management
Service level management
Service request management
Service desk
(Correct)
Explanation
The service desk is the practice of capturing
demand for incident resolution and service requests.
Question 10: Correct
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?
An outcome
Value
A service offering
(Correct)
An output
Explanation
A service offering is a description of one or
more services, designed to address the needs of a target consumer group (which
may include goods, access to resources, and service actions). In the case of
this service offering, Dion Training is providing students with everything they
need to study for the certification exam (videos, practice exams, and a study
guide), but they are not providing the students with the actual exam voucher to
take the exam. The service provider may offer a different package or bundle
that provides the voucher as well.
Question 11: Correct
Which describes outputs?
Tangible or intangible deliverables
(Correct)
Functionality offered by a product or service
Results for a stakeholder
Configuration of an organization’s resources
Explanation
An output is a tangible or intangible
deliverable of an activity. For example, a 'Profit and Loss statement' being
produced might be an output of an accounting program.
Question 12: Correct
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?
Consumer
Service provider
Customer
Organization
(Correct)
Explanation
An organization is a person or a group of
people that has its own functions with responsibilities, authorities, and
relationships to achieve its objectives. An organization can be an entire
company, a department within a company, or even just a small group of people
focused around a singular set of objectives.
Question 13: Correct
Which describes the nature of the guiding
principles?
A guiding principle is mandatory and must be used when adopting
a new service within the organization
A guiding principle is specific and only applies to one
initiative within the organization
An organization must implement the guiding principles exactly as
defined by the ITIL 4 Foundation manual
A guiding principle is a recommendation used as guidance in all
circumstances
(Correct)
Explanation
A guiding principle is defined as a
recommendation that can guide an organization in all circumstances and will
guide organizations when adopting service management. They are not described as
prescriptive or mandatory.
Question 14: Correct
Which guiding principle is most affected by
the customer experience (CX)?
Progress iteratively with feedback
Focus on value
(Correct)
Think and work holistically
Start where you are
Explanation
The customer experience (CX) is an important
element of value. The customer experience must be actively managed. The service
provider must know how service consumers use each service and understand the
entirety of the interactions that a customer has with an organization and its
products to fully understand the customer experience. This is mainly identified
and explored through a 'focus on value'.
Question 15: Correct
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?
Focus on value
Collaborate and promote visibility
Start where you are
(Correct)
Keep it simple and practical
Explanation
Based on the scenario given, this best
describes the guiding principle of 'start where you are' because the current
state is being investigated and observed directly to ensure it is fully
understood before attempting to build a new service. The team manager is
attempting to leverage the pre-existing processes and procedures before
creating new ones from scratch.
Question 16: Correct
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?
Focus on value
Collaborate and promote visibility
Optimize and automate
Progress iteratively with feedback
(Correct)
Explanation
This is an example of the guiding principle of
'progress iteratively with feedback'. Since the curriculum was created (v1.0),
and then changed based on student experience and feedback, the curriculum was
updated and revised to the next version (v1.1). At Dion Training, we are always
improving our courses based on our students' reviews and feedback to
continually improve the courses we teach.
Question 17: Correct
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?
Focus on value
Collaborate and promote visibility
(Correct)
Start where you are
Keep it simple and practical
Explanation
The guiding principle of 'collaborate and
promote visibility' relies on personnel working across boundaries to produce
results that have greater buy-in, more relevance to objectives, and an
increased likelihood of success. In the scenario, you formed a team from across
the organization's various departments in an effort to collaborate and increase
visibility into the new service's design.
Question 18: Correct
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'?
John should optimize his code to ensure it runs efficiently
John should meet with Sally to determine how the digital product
fulfillment will occur
(Correct)
John should wait until Sally's portion is complete before
beginning his to ensure they work together properly
John should tell Sally to wait until his portion is done before
starting hers to ensure compatibility
Explanation
Under the 'think and work holistically'
guiding principle, it is important to understand that no service, practice,
process, department, or supplier works independently. Instead, each person
needs to think about the service from an end-to-end perspective in order to
ensure maximum compatibility and efficiency. Out of the options provided, the
best one to choose for supporting the principle of 'think and work
holistically' is for John to meet with Sally to determine how she plans to
conduct the digital product fulfillment. This will allow him to ensure the
portion of the system he is responsible for can work properly with other
portions of the service.
Question 19: Correct
Which of these are a key focus of the
‘organization and people’ dimension?
Security and compliance
Activities that transform inputs into outputs
Roles and responsibilities
(Correct)
Contracts and agreements
Explanation
The 'organization and people' dimension of a
service covers roles and responsibilities, formal organizational structures,
culture, and required staffing and competencies, all of which are related to
the creation, delivery, and improvement of a service.
Question 20: Correct
Which of these are NOT a key focus of the
‘partners and suppliers’ dimension?
Workflow management and inventory systems
(Correct)
Roles and responsibilities
Contracts and agreements
Security and compliance
Explanation
The ‘partners and suppliers’ dimension focuses
on the organization's relationships with other organizations that are involved
in the design, development, deployment, delivery, support, and/or continual
improvement of services. This also incorporates contracts and other agreements
between the organization and its partners or suppliers.
Question 21: Correct
Which ITIL concept describes the service value
chain?
Seven guiding principles
Four dimensions of service management
Service value system
(Correct)
Practices
Explanation
The components of the service value system are
'guiding principles', 'governance', 'service value chain', 'practices', and
'continual improvement'.
Question 22: Correct
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?
Continual improvement
Service value chain
(Correct)
Practices
Guiding principles
Explanation
The service value chain is the central element
of the service value system and is an operating model outlining the key
activities required to respond to demand and facilitate value realization
through the creation and management of products and services.
Question 23: Correct
Which value chain activity includes portfolio
decisions for design and transition?
Engage
Improve
Plan
(Correct)
Deliver and support
Explanation
The outputs of the 'plan' value chain activity
include portfolio decisions for design and transition. The 'plan' value chain
activity is used to create a shared understanding of the vision, current
status, and improvement direction for all four dimensions and all products and
services across the organization.
Question 24: Correct
Which step of the continual improvement model
states that "each improvement initiative should support the organization's
goals and objectives"?
Where are we now
What is the vision
(Correct)
Where do we want to be
How do we get there
Explanation
According to the step called 'what is the
vision', each improvement initiative should support the organization's goals
and objectives.
Question 25: Correct
When working within the 'what is the vision'
step of the continual improvement model, what must you ensure to occur?
The high-level direction of the initiative has been understood
(Correct)
The detailed steps of how to achieve your objectives
What metrics you will use to measure success
The current processes being used
Explanation
The first step of the continual improvement
model is called 'what is the vision'. During this step, it is important to
identify the high-level direction of the initiative, but it is not important to
define metrics, the current process, or the detailed steps of how to achieve
your objective yet. Those all come in the later steps of the model.
Question 26: Correct
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?
What is the vision
Where do we want to be
(Correct)
How do we get there
Where are we now
Explanation
Bridgett is in the 'where do we want to be'
step of the continual improvement model. This step is focused on defining the
goal for the organization based on the vision and putting into terms what can
be measured and quantified (such as Critical Success Factors and Key
Performance Indicators).
Question 27: Correct
What is a normal change?
A change that doesn't need risk assessment because the procedure
has been pre-authorized
A change that needs to be assessed, authorized, and scheduled by
a change authority
(Correct)
A change that doesn't need risk assessment because it is
required to resolve an incident
A change that is routine in nature, is fully documented, and the
risks are well understood
Explanation
Normal changes are changes which need to be
scheduled, assessed, and authorized following a standard process. These changes
are not considered routine (like a standard change). They are also not
considered urgent and don't need to be implemented as soon as possible to
recover from an incident (like an emergency change).
Question 28: Correct
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?
Standard
Normal
Emergency
(Correct)
Routine
Explanation
An emergency change is change that must be
implemented as soon as possible to resolve an incident or security issue.
(Note: Routine is not a type of change in ITIL 4.)
Question 29: Correct
What is a change schedule NOT used for?
Developing features
(Correct)
Planning changes
Avoiding conflicts
Assigning resources
Explanation
A change schedule is used to help plan
changes, assist in communication, avoid conflicts, and assign resources. By
publishing the change schedule, everyone in the organization can know when a
change is occurring, what people or components will be affected by the change,
and when downtime or outages may occur. Change schedules are not used to
develop features for a service.
ITIL PRACTICE TEST 1 | Free Mock Questions with Answers & Explanations
Question 30: Correct
How can you ensure the incidents with the
highest business impact are resolved first?
Implement incident classification
(Correct)
Use automation
Utilize self-help tools
Utilize problem management
Explanation
By classifying incidents based on an agreed
classification scheme, you can ensure that incidents with the highest business
impact are resolved first. The other choices are considered good things to do
within your organization, but incident classification directly results in
faster resolution for incidents classified as 'high priority'.
Question 31: Correct
Which incidents should be logged?
Only an incident that cannot be immediately resolved
Every incident should be logged
(Correct)
Any incident that occurs more than once
Only incidents that are not solved using self-help tools
Explanation
Every incident should be logged and managed to
ensure that it is resolved in a time that meets the expectations of the
customer and user.
Question 32: Correct
What is NOT a phase in problem management?
Problem identification
Problem classification
(Correct)
Problem control
Error control
Explanation
Problem management involves three distinct
phases: problem identification, problem control, and error control.
Question 33: Correct
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?
Incident
Solution
Workaround
(Correct)
Known error
Explanation
A workaround is a solution that reduces or
eliminates the impact of an incident or problem for which a full resolution is
not yet available. Some workarounds reduce the likelihood of incidents.
Question 34: Correct
How does 'service request management'
contribute to the 'improve' value chain activity?
It ensures that users continue to be productive when they need
assistance from the service provider
It collects user-specific requirements, sets expectations, and
provides status updates
It analyzes data to identify opportunities to provide new
service request options
(Correct)
It acquires pre-approved service components to help fulfill
service requests
Explanation
This is the 'improve' activity. Improve
includes the analysis of data to identify opportunities to provide new service
request options.
Question 35: Correct
Fill in the blank. Service requests and their
fulfillment should be [?] and automated to the greatest degree possible.
Uniquely handled
Standardized
(Correct)
Creatively solved
Ignored
Explanation
Service requests and their fulfillment should
be standardized and automated to the greatest degree possible. By using
standardization, we can decrease the consumer's wait time for a resolution
since every service desk analyst will handle the request the same way. This
allows efficiencies of scale to be achieved.
Question 36: Correct
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?
Problem Management
Service desk
(Correct)
Service request management
Incident management
Explanation
The purpose of the service desk practice is to
capture demand for incident resolution and service requests. It should also be
the entry point and single point of contact for the service provider with all
of its users.
Question 37: Correct
Which is a recommendation of the ‘service
desk’ practice?
Service desks should never use technologies such as SMS and chat
functions
Service desks should be highly technical functions
Service desks should have a practical understanding of the
business practices across the organization
(Correct)
Service desks should always use a virtual service desk
Explanation
A good service desk should have a practical
understanding of the wider organization, the business processes, and the users.
Question 38: Correct
What is a service level agreement used for?
To measure the performance of services from a customer's point
of view
(Correct)
To measure the performance of the service availability
To measure the performance of the service capability
To measure the performance of the service from the service
provider's point of view.
Explanation
Service level agreements are used to measure
the performance of services from a customer's point of view. They may measure
availability and capability, but only from the customer's point of view.
Question 39: Incorrect
How does 'service level management' contribute
to the 'plan' value chain activity?
Uses feedback from users about the service and requirements from
customers to make the service better
(Incorrect)
Provides information about the actual service performance and
trends
(Correct)
Collects and processes feedback from customers and users
Collects feedback during interactions and communicates service
performance objectives to the operations and support teams
Explanation
The 'plan' activity in the service level
management practice supports planning of the product and service portfolio and
service offerings with information about the actual service performance and
trends.
Question 40: Correct
What should be included in every service level
agreement?
Detailed metrics to capture availability of the system
Metrics for system response time
Clearly defined service outcomes
(Correct)
Number of emails sent per hour
Explanation
They should relate to defined outcomes and not
simply operational metrics. This can be achieved with balanced ‘bundles’ of
metrics.
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