Top 25 ITIL Foundation Certification Interview Questions and Answers (2025 Edition)

Delivering dependable, regular and fast IT services is essential to compete in the market. Experts in IT service management (ITSM) believe that the ITIL Foundation Certification is an important qualification for their careers. Since organizations are using ITIL to enhance their service delivery, there is a growing need for people with ITIL certifications. Getting certified is important, but your real success depends on how you perform in the interview. According to Payscale.com, professionals with ITIL Foundation certification in the United States can expect to earn an average of around $111,000 annually, with top earners potentially reaching up to $190,000. 

This article gives you the top 25 ITIL Foundation interview questions and answers (2025 edition) to prepare for your interview. If you’re starting out in ITSM or just want to improve your knowledge, these questions will help you learn the basics of ITIL v4 such as the service lifecycle, practices and terminology.

This article is designed to help you go through both basic and practical ITIL interview questions. It is also helpful for anyone who wants to learn about the usual ITIL Foundation interview questions employers use.

Stay ahead of the curve and gain a strong grip over both basic and advanced ITIL concepts with this insightful ITIL Foundation Interview Question and Answer guide—your key to acing interviews and showcasing your capabilities in IT service management.

 

Top 25 ITIL Interview Questions and Answers:
 

1. What is ITIL and why is it important?

Ans: ITIL (Information Technology Infrastructure Library) is a widely accepted framework that provides best practices for delivering high-quality IT services. It helps organizations align IT operations with business objectives, improve service quality, and ensure consistent value delivery. ITIL emphasizes continuous improvement and structured workflows, which are essential in dynamic IT environments. Its importance lies in reducing service disruptions, managing risks effectively, and driving customer satisfaction through reliable service delivery.  

 

2. What are the key components of ITIL v4?

Ans: ITIL v4 introduces the Service Value System (SVS), which represents how all the components and activities of an organization work together to facilitate value creation. Key components of SVS include the Service Value Chain, guiding principles, governance, practices, and continual improvement. ITIL v4 also incorporates the Four Dimensions Model, which provides a balanced view of all aspects of service management. These components encourage flexibility, collaboration, and adaptability in managing modern IT services.  

 

3. Explain the difference between a process and a practice in ITIL v4.

Ans: A process is a defined sequence of activities aimed at accomplishing a specific goal, such as resolving an incident or fulfilling a request. A practice, however, is a broader concept in ITIL v4 that includes not just the process itself, but also supporting resources like people, tools, and organizational structures. This evolution from processes to practices allows ITIL to better support modern, dynamic, and cross-functional work environments.  

 

4. What is the Service Value Chain in ITIL v4?

Ans: The Service Value Chain is the central component of ITIL v4's Service Value System. It outlines six key activities: Plan, Improve, Engage, Design & Transition, Obtain/Build, and Deliver & Support. These interconnected activities form a flexible operating model that allows organizations to respond to changing demands while delivering value efficiently. Each activity can be combined in various ways to form value streams tailored to specific services. Mastering the Service Value Chain is critical for real-world ITSM.

 

5. Can you name and explain the four dimensions of service management?

Ans: The four dimensions are: Organizations and People, Information and Technology, Partners and Suppliers, and Value Streams and Processes. These dimensions ensure a holistic approach to service management by considering every element that can affect service delivery. For instance, organizational culture, technology infrastructure, supplier relationships, and workflows all need to be aligned for effective service operations. ITIL v4 emphasizes the balance across these dimensions to avoid silos and support agility.  

 

6. What are ITIL practices and how many are defined in ITIL v4?

Ans: In ITIL v4, there are 34 management practices categorized into three areas: General Management, Service Management, and Technical Management. Unlike traditional processes, practices are more holistic and include people, information, technology, and workflows. These practices guide how work is managed and services are delivered, from continual improvement to incident management. For example, Service Request Management and Change Enablement are two widely applied practices.  

 

7. What is the purpose of the Incident Management practice?

Ans: The purpose of Incident Management is to restore normal service operation as quickly as possible following a disruption, thereby minimizing business impact. This practice ensures that service levels are maintained and customer satisfaction is preserved even during unexpected events. It involves classification, prioritization, investigation, and resolution of incidents. Efficient incident management reduces downtime and builds trust in IT services.  

 

8. How is a change request managed in ITIL?

Ans: Change requests are managed under the Change Enablement practice in ITIL v4. This practice ensures that all changes to services or infrastructure are thoroughly assessed, authorized, and implemented with minimal risk. Unlike rigid change control mechanisms of the past, ITIL v4 promotes a more flexible and risk-based approach. It supports agile and DevOps environments where changes must be implemented quickly but safely.  

 

9. What is the difference between an incident and a problem?

Ans: An incident is an unplanned interruption or reduction in the quality of an IT service, while a problem is the underlying cause of one or more related incidents. For instance, if a user cannot access email, that’s an incident; if the root cause is a server failure, that’s a problem. Incident Management focuses on quick restoration, while Problem Management focuses on identifying and eliminating root causes to prevent recurrence. 

 

10. What is the Continual Improvement model?

Ans: The Continual Improvement model in ITIL v4 is a structured framework aimed at aligning IT services with changing business needs through ongoing enhancements. It follows a step-by-step approach: defining the vision, assessing current states, identifying improvements, executing changes, and measuring results. The model encourages data-driven decisions and a culture of service excellence.  

 

11. What is the objective of Problem Management?

Ans: The primary objective of Problem Management is to identify and eliminate the root causes of incidents to prevent recurrence. It involves root cause analysis, trend analysis, and developing known error records to support incident resolution. Unlike Incident Management, which is reactive, Problem Management takes a proactive stance to improve service quality over time.  

 

12. What is the difference between a service request and an incident?

Ans: A service request refers to a user’s request for access to an IT service, information, or a standard change, like password resets or software installations. An incident, on the other hand, is an unplanned interruption to an IT service or reduction in its quality. While service requests are usually pre-approved and routine, incidents require immediate attention to restore service.  

 

13. What are the guiding principles in ITIL v4?

Ans: ITIL v4 outlines seven guiding principles: Focus on Value, Start Where You Are, Progress Iteratively with Feedback, Collaborate and Promote Visibility, Think and Work Holistically, Keep It Simple and Practical, and Optimize and Automate. These principles serve as universal recommendations that guide decision-making and actions across all levels of service management.  

 

14. What is the role of the Service Desk in ITIL?

Ans: The Service Desk acts as the single point of contact between users and the IT organization. Its primary role is to handle incidents, service requests, and communication with users. A well-functioning service desk improves user satisfaction by providing quick resolutions and consistent communication. It also gathers valuable data for problem management and continual improvement.  

 

15. Explain the Service Level Management practice.

Ans: Service Level Management (SLM) ensures that all current and planned IT services are delivered according to agreed service level targets. It involves creating, monitoring, and reviewing service level agreements (SLAs) to ensure performance meets business needs. SLM also helps identify gaps between service expectations and delivery, supporting continuous service improvement.  

 

16. What are known errors in Problem Management?

Ans: A known error is a problem that has been analyzed and for which a root cause is identified and documented. Known errors are stored in a Known Error Database (KEDB), which aids in quicker incident resolution. This information allows service desk agents to provide workarounds or temporary fixes until a permanent solution is implemented.  

 

17. What is the change of authority in ITIL?

Ans: A change authority is a designated individual or group responsible for approving changes based on risk, impact, and urgency. Changes can be categorized as standard, normal, or emergency, and each category might have a different authority level. For instance, high-risk changes might require approval from a Change Advisory Board (CAB), whereas routine changes could be pre-approved.  

 

18. How does ITIL support Agile and DevOps?

Ans: ITIL v4 is designed to be flexible and supports integration with Agile, DevOps, and Lean methodologies. Its focus on value streams, continual improvement, and the Service Value System aligns well with Agile principles of iteration and customer feedback. ITIL practices like Change Enablement and Incident Management can be adapted to support faster releases and improved collaboration.  

 

19. What is meant by a value stream in ITIL v4?

Ans: A value stream represents a series of steps undertaken by an organization to create and deliver products or services. In ITIL v4, value streams are central to the Service Value Chain and emphasize how different practices come together to deliver value. They are used to optimize workflows, remove inefficiencies, and ensure alignment with business outcomes.  

 

20. What is the purpose of the Continual Improvement Register (CIR)?

Ans: The Continual Improvement Register (CIR) is a structured repository used to record and manage improvement opportunities throughout the service lifecycle. It helps track ideas, prioritize them, and monitor implementation progress. The CIR promotes accountability and ensures that improvement initiatives are aligned with business goals.  

 

21. What is the difference between utility and warranty in ITIL?

Ans: In ITIL, utility refers to the functionality offered by a service to meet a particular need—essentially, what the service does. Warranty, on the other hand, ensures that the service performs as expected under agreed conditions, covering areas such as availability, capacity, continuity, and security. While utility ensures that a service is fit for purpose, warranty ensures it's fit for use. Both are essential components of value creation in service management.

 

22. What is the role of governance in the ITIL Service Value System?

Ans: Governance in ITIL ensures that policies, rules, and controls are in place to direct and monitor the organization’s service management activities. It enables decision-making that aligns with the organization’s goals and ensures accountability at every level. Governance helps evaluate performance, provide direction, and ensure compliance with external regulations and internal strategies. It forms a critical pillar of the Service Value System and underpins consistent, reliable service delivery.

 

23. Explain the concept of organizational change management in ITIL.

Ans: Organizational Change Management (OCM) is a practice focused on preparing, supporting, and helping individuals and teams adapt to changes in the IT environment. Whether it’s the introduction of new tools, workflows, or roles, OCM ensures that changes are adopted smoothly and sustained over time. It addresses communication, training, stakeholder engagement, and resistance management, reducing the risk of failure during transitions and maximizing the benefits of strategic initiatives.

 

24. How does relationship management practice contribute to service management?

Ans: Relationship Management builds and maintains strong, collaborative connections between the service provider and stakeholders at all levels. It ensures that the provider understands the needs of stakeholders and that services delivered meet or exceed expectations. This practice promotes transparency, trust, and mutual understanding, which are essential for long-term success. It also plays a crucial role in identifying new service opportunities and maintaining business alignment.

 

25. What is the purpose of the supplier management practice?

Ans: Supplier Management ensures that the organization’s suppliers and their performances are effectively managed to support the delivery of seamless, high-quality IT services. It involves negotiating contracts, managing supplier relationships, and monitoring performance against agreed terms. This practice helps mitigate risks associated with third-party dependencies and ensures that suppliers contribute positively to service delivery and business value.

 

Conclusion: 

Preparing for ITIL Foundation interviews requires a clear understanding of both fundamental concepts and practical applications of IT service management. Effective preparation goes beyond memorizing answers; it involves understanding the principles behind ITIL practices and how they drive business value through improved service delivery, customer satisfaction, and operational efficiency. Whether you’re aiming for your first role in IT service management or seeking to advance your career, mastering these interview questions will give you a competitive edge.

For those serious about excelling in the ITIL Foundation certification and interview process, choosing the right training provider is crucial. Vinsys offers comprehensive ITIL Foundation training that combines expert instruction with practical insights, equipping learners with the skills and confidence to succeed. With a proven track record of helping thousands of professionals globally, Vinsys provides not only theoretical knowledge but also real-world applications and exam-focused strategies tailored to today’s industry demands.

Invest in your future by preparing thoroughly and learning from the best. Explore Vinsys’s ITIL Foundation certification program to ensure you are fully ready to crack the interview and excel in your IT service management career.