ITIL 4 Practice Exam
IT Service Management

ITIL 4 Practice Exam Questions – Free Mock Test

ITIL 4 practice exam is a great means to test your ITIL skills before appearing for the ITIL 4 certification exam. The ITIL 4 foundation practice exam is free for all and contains questions that are in line with the ones that you can expect to come across in the final certification exam.


ITIL Foundation Certification is suitable for professionals who wish to gain an understanding of the ITIL framework and how it enables businesses to improve the quality of IT service management within an organization. The certification can also be opted by those who already work in an ITIL-enabled environment and need recognition of their skills to contribute majorly to the overall development of the organization.

ITIL Certification Exam Questions As Follows:

1. Which of the following is concerned with policy and direction?

  1. Capacity Management
  2. Governance
  3. Service design
  4. Service Level Management

2. Software and technology are examples of which of the four Ps?

  1.  Processes
  2. Performance
  3. Products
  4. Partners

3. Who normally chairs a change advisory board (CAB)?

  1. Change initiator
  2.  Service owner
  3. Change manager
  4. Business relationship manager

4. Which process will regularly analyze incident data to identify discernable trends?

  1. Service level management
  2. Problem management
  3. Change management
  4.  Event management

5. What is the MAIN reason for a service provider to understand the five aspects of service design?

  1.  To prevent security breaches in mission critical services
  2. To ensure a holistic, results-driven approach
  3. To allow service design to cut costs
  4. To prevent breaches of service level agreements (SLAs)
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6. Which value chain activity includes presenting workarounds to users via a service portal?

  1. Plan
  2. Improve
  3. Engage
  4. Obtain or build

7. What is the purpose of IT asset management?

  1. Plan and manage the full lifecycle of all IT assets
  2. Move new or changed hardware, software, documentation, processes, or any other component to live environments
  3. Ensure that accurate and reliable information about the configuration of services, and the CIs, is available when and where it is needed
  4. Restore normal operation as quickly as possible

8. Who authorizes the budget for service consumption?

  1. Customer
  2. User
  3. Sponsor
  4. Service provider

9. Identify the missing word(s) in the following sentence. A service is a means of enabling value co-creation by facilitating _________ that customers want to achieve.

  1. the warranty
  2. outcomes
  3. the utility
  4. outputs

10. Which practice provides support for managing feedback, compliments and complaints from users?

  1. Change control
  2. Service request management
  3. Problem management
  4. Incident management

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Mr. Prasad Lele ITIL Trainers Having Experience - 15 + years Experienced Senior Trainer and Consultant with a demonstrated history of working in the Information Technology & Services industry. Strong consulting professional skilled in IT Governance, ITIL, IT Service Management, Project Management and SIAM