Which statement about Service Desks is CORRECT?

The Service Desk should work in close collaboration with support and development teams.

Which describes a set of defined steps for implementing improvements?

The Continual Improvement model.

What are the types of asset management?

IT Asset Management and software asset management.

Which activity is part of the Continual Improvement practice?

Making business cases for improvement action.

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30 Free ITIL-4 Practice Questions

Real practice questions for the ITIL 4 Foundation (ITIL-4) exam, with answers and detailed explanations. Updated 2026.

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Below are 30 real practice questions for the ITIL 4 Foundation (ITIL-4) exam. Each question shows the correct answer and a detailed explanation when you reveal it. Use these to benchmark your readiness — if you score below 70% on these 30 questions, plan for at least 4 more weeks of study before booking.

ITIL-4 Practice Questions

FreePracticeQuiz.questionLabelKey Concepts
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 [?] and risks.
A
Information.
B
Utility.
C
Warranty.
D
Costs.
FreePracticeQuiz.questionLabelITIL Practices
Which statement about Service Desks is CORRECT?
A
The Service Desk should work in close collaboration with support and development teams.
B
The Service Desk should rely on self-service portals instead of escalation to support teams.
C
The Service Desk should remain isolated from technical support teams.
D
The Service Desk should escalate all technical issues to support and development teams.
FreePracticeQuiz.questionLabelService Value Chain
In terms of Incident Management, which value chain activity uses incident records as an input to improvement activities based on the incident frequency and severity?
A
Engage.
B
Improve.
C
Design and Transition.
D
Deliver and Support.
FreePracticeQuiz.questionLabelITIL Practices
Which describes a set of defined steps for implementing improvements?
A
The 'improve' value chain activity.
B
The Continual Improvement register.
C
The Continual Improvement model.
D
The 'engage' value chain activity.
FreePracticeQuiz.questionLabelITIL Practices
Which practice provides a single point of contact for users?
A
Incident Management.
B
Change Control.
C
Service Desk.
D
Service Request Management.
FreePracticeQuiz.questionLabelITIL Practices
Which activity captures the demand for Incident Resolution and service requests?
A
Change Control.
B
Problem Management.
C
Service Desk.
D
Service catalogue management.
FreePracticeQuiz.questionLabelITIL Practices
What are the types of asset management?
A
IT Asset Management and software asset management.
B
Operational and technical management.
C
IT Asset Management and technical management.
D
Operational management and IT Asset Management.
FreePracticeQuiz.questionLabelITIL Practices
What is typically needed to assign complex incidents to support groups?
A
The incident priority.
B
The incident category.
C
A change schedule.
D
A self-help tool.
FreePracticeQuiz.questionLabelITIL Practices
What type of change is MOST likely to be managed by the Service Request Management practice?
A
An Emergency Change.
B
A normal change.
C
An application change.
D
A standard change.
FreePracticeQuiz.questionLabelITIL Practices
Which activity is part of the Continual Improvement practice?
A
Identifying the cause of incidents and recommending related improvements.
B
Authorizing changes to implement improvements.
C
Logging and managing incidents that result in improvement opportunities.
D
Making business cases for improvement action.
FreePracticeQuiz.questionLabelITIL Practices
Which statement about Emergency Changes is CORRECT?
A
The testing of emergency can be eliminated in order to implement the change quickly.
B
The assessment and Authorization of Emergency Changes is expedited to ensure they can be implemented quickly.
C
Emergency Changes should be authorized and implemented as service requests.
D
Emergency Changes must be fully documented before Authorization and implementation.
FreePracticeQuiz.questionLabelGuiding Principles
Which is a key consideration for the Guiding Principle Keep It Simple and Practical?
A
Try to create a solution for every exception.
B
Start with a complex solution, then simplify.
C
Understand how each element contributes to value creation.
D
Ignore the conflicting objectives of different stakeholders.
FreePracticeQuiz.questionLabelITIL Practices
What should all Continual Improvement decisions be based on?
A
Accurate and carefully analysed data.
B
Details of how services are measured.
C
A recent maturity assessment.
D
An up-to-date balanced scorecard.
FreePracticeQuiz.questionLabelITIL Practices
Which is the purpose of the Monitoring and Event Management practice?
A
To ensure that accurate and reliable information about the configuration of services is available when and where it is needed.
B
To systematically observe services and service components, and record and report selected changes of state.
C
To protect the information needed by the organization to conduct its business.
D
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible.
FreePracticeQuiz.questionLabelGuiding Principles
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
A
Each iteration should be designed before starting the initiative and implemented without feedback.
B
Feedback should only be taken into account when one iteration fails to meet its objective.
C
Feedback should be reduced for large improvements as it is unlikely that circumstances will change.
D
Each iteration should be continually re-evaluated based on feedback.
FreePracticeQuiz.questionLabelGuiding Principles
How should automation be implemented?
A
By initially concentrating on the most complex tasks.
B
By optimizing as much as possible first.
C
By replacing human intervention wherever possible.
D
By replacing the existing tools first..
FreePracticeQuiz.questionLabelService Value Chain
What are 'engage', 'plan' and 'improve' examples of?
A
Service Value Chain activities.
B
Service Level Management.
C
Service Value Chain inputs.
D
Change Control.
FreePracticeQuiz.questionLabelGuiding Principles
What is the starting point for optimization?
A
Standardizing practices and services.
B
Determining where the most positive impact would be.
C
Securing stakeholder engagement.
D
Understanding the vision and objectives of the organization.
FreePracticeQuiz.questionLabelKey Concepts
Arrange the following steps of software lifecycle in correct order. *1. Retire *2. Test *3. Operate *4. Deploy *5. Ideation *6. Develop *7. Design.
A
Ideation, Design, Develop, Deploy, Test, Operate, Retire.
B
Retire, Test, Operate, Deploy, Ideation, Develop, Design.
C
None of the above.
D
Ideation, Test, Develop, Deploy, Design, Operate, Retire.
FreePracticeQuiz.questionLabelITIL Practices
When should the effectiveness of a problem workaround be assessed?
A
Whenever the workaround is used.
B
Whenever the problem is resolved.
C
Whenever the workaround becomes a known error.
D
Whenever the problem is prioritized.
FreePracticeQuiz.questionLabelITIL Practices
Which practice has a purpose that includes ensuring that risks have been properly assessed?
A
Service Configuration Management.
B
Problem Management.
C
Service Level Management.
D
Change Control.
FreePracticeQuiz.questionLabelKey Concepts
What is an output?
A
A possible event that could cause harm or loss.
B
Something created by carrying out an activity.
C
A result for a stakeholder.
D
A change of state that has significance for the management of a configuration item.
FreePracticeQuiz.questionLabelGuiding Principles
The use of [?] should support, not replace what is observed, when using the 'Start Where You Are' Guiding Principle.
A
Plans.
B
Measurement.
C
Process.
D
Tools.
FreePracticeQuiz.questionLabelITIL Practices
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
A
Change Control.
B
Continual Improvement.
C
Problem Management.
D
Service Desk.
FreePracticeQuiz.questionLabelITIL Practices
What should be done for every problem?
A
It should have a workaround to reduce the impact.
B
It should be prioritized based on its potential impact and probability.
C
It should be resolved so that it can be closed.
D
It should be diagnosed to identify possible solutions.
FreePracticeQuiz.questionLabelITIL Practices
In which step of the Continual Improvement model is an improvement plan implemented?
A
What is the vision?
B
How do we get there?
C
Take action.
D
Did we get there?
FreePracticeQuiz.questionLabelKey Concepts
Which is NOT a key focus of the 'Information and Technology' dimension?
A
Workflow management and inventory systems.
B
Communication systems and knowledge bases.
C
Roles and responsibilities.
D
Security and compliance.
FreePracticeQuiz.questionLabelService Value Chain
How does Service Request Management contribute to the Obtain/Build value chain activity?
A
It analyzes data to identify opportunities to provide new service request options.
B
It collects user-specific requirements, sets expectations, and provides status updates.
C
By initiating standard changes to fulfill service requests.
D
It acquires pre-approved service components to help fulfill service requests.
FreePracticeQuiz.questionLabelKey Concepts
Which describes outcomes?
A
Tangible or intangible deliverables.
B
Results desired by a stakeholder.
C
Configuration of an organization's resources.
D
Functionality offered by a product or service.
FreePracticeQuiz.questionLabelITIL Practices
Which of the following is an example of incident?
A
A backup server is being rebooted while services are running on the primary server.
B
An application is not available during the business hours.
C
A user has requested access to a shared repository.
D
A user wants to reset the password of a server.

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Yes. These 30 questions are taken directly from our 487+ Questions pool, written and reviewed by certified practitioners. They mirror the style, difficulty, and scope of the official ITIL-4 exam.

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The ITIL 4 Foundation (ITIL-4) is considered a pass-mark exam (passing score: 65% (26 out of 40)). Most candidates need 4–8 weeks of focused preparation. Use these free questions to gauge where you stand before committing to a full study plan.

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The official ITIL-4 exam has 40 questions.

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ITIL-4 Practice Questions

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 [?] and risks.

Which statement about Service Desks is CORRECT?

In terms of Incident Management, which value chain activity uses incident records as an input to improvement activities based on the incident frequency and severity?

Which describes a set of defined steps for implementing improvements?

Which practice provides a single point of contact for users?

Which activity captures the demand for Incident Resolution and service requests?

What are the types of asset management?

What is typically needed to assign complex incidents to support groups?

What type of change is MOST likely to be managed by the Service Request Management practice?

Which activity is part of the Continual Improvement practice?

Which statement about Emergency Changes is CORRECT?

Which is a key consideration for the Guiding Principle Keep It Simple and Practical?

What should all Continual Improvement decisions be based on?

Which is the purpose of the Monitoring and Event Management practice?

Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

How should automation be implemented?

What are 'engage', 'plan' and 'improve' examples of?

What is the starting point for optimization?

Arrange the following steps of software lifecycle in correct order. *1. Retire *2. Test *3. Operate *4. Deploy *5. Ideation *6. Develop *7. Design.

When should the effectiveness of a problem workaround be assessed?

Which practice has a purpose that includes ensuring that risks have been properly assessed?

What is an output?

The use of [?] should support, not replace what is observed, when using the 'Start Where You Are' Guiding Principle.

Which ITIL practice has a purpose that includes reducing the likelihood of incidents?

What should be done for every problem?

In which step of the Continual Improvement model is an improvement plan implemented?

Which is NOT a key focus of the 'Information and Technology' dimension?

How does Service Request Management contribute to the Obtain/Build value chain activity?

Which describes outcomes?

Which of the following is an example of incident?

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Arrange the following steps of software lifecycle in correct order. 1. Retire 2. Test 3. Operate 4. Deploy 5. Ideation 6. Develop *7. Design.