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Free ITIL Practice Questions

10 free, exam-style ITIL 4 Foundation (ITIL) practice questions with answers and explanations. No signup required. Work through them below, then take the full free ITIL practice test to study every exam domain.

These 10 free ITIL questions are organized by exam domain, so you can see how each part of the ITIL 4 Foundation blueprint is tested. Reveal the answer and explanation under each question.

Domain 1: Key Concepts of Service Management

Question 1

A department head approves the purchase of a new CRM system, the sales team uses it daily, and the VP of Sales defined the business requirements. Who is the sponsor?

  1. The sales team who uses it daily
  2. The VP of Sales who defined requirements
  3. The department head who approved the budget
  4. The CRM vendor who built the system
Show answer & explanation

Correct answer: C - The department head who approved the budget

Question 2

Which of the following pairs correctly matches utility and warranty examples for a video conferencing service?

  1. Utility: 99.9% uptime / Warranty: screen sharing feature
  2. Utility: HD video and screen sharing / Warranty: 99.9% uptime and encryption
  3. Utility: end-to-end encryption / Warranty: recording capability
  4. Utility: monthly subscription cost / Warranty: maximum participants supported
Show answer & explanation

Correct answer: B - Utility: HD video and screen sharing / Warranty: 99.9% uptime and encryption

Question 3

An IT service consistently delivers outputs but users report it does not help them achieve their business goals. What is the MOST likely issue?

  1. The outputs do not meet the agreed-upon quality specifications
  2. The outputs are being delivered but they are not facilitating desired outcomes
  3. The users have not been adequately trained on how to use the service
  4. The SLA targets are misaligned with the actual business requirements
Show answer & explanation

Correct answer: B - The outputs are being delivered but they are not facilitating desired outcomes

Domain 2: The Guiding Principles

Question 4

An IT team develops a highly sophisticated monitoring dashboard. However, the business stakeholders find it too complex and rarely use it. Which guiding principle was MOST likely neglected?

  1. Keep it simple and practical by reducing unnecessary complexity
  2. Focus on value by understanding what the consumer actually needs
  3. Start where you are by leveraging existing capabilities first
  4. Optimize and automate the monitoring process for efficiency
Show answer & explanation

Correct answer: B - Focus on value by understanding what the consumer actually needs

Question 5

An organization automates its incident routing but the routing rules are based on outdated categorizations. Incidents are frequently misdirected. What went wrong?

  1. The automation platform has a configuration defect in its routing rule engine
  2. The underlying process was not optimized before automation so outdated logic was automated
  3. The incident categorization taxonomy needs additional tiers to support automated routing
  4. The incident volumes exceed the automation tool's processing capacity at peak hours
Show answer & explanation

Correct answer: B - The underlying process was not optimized before automation so outdated logic was automated

Domain 3: The Four Dimensions of Service Management

Question 6

What are ALL four dimensions of service management in ITIL 4?

  1. Plan, Build, Run, and Improve
  2. Organizations and people, Information and technology, Partners and suppliers, Value streams and processes
  3. People, Process, Technology, and Governance
  4. Strategy, Design, Transition, and Operation
Show answer & explanation

Correct answer: B - Organizations and people, Information and technology, Partners and suppliers, Value streams and processes

Domain 5: The Service Value Chain

Question 7

A DevOps team simultaneously designs, builds, tests, and deploys small changes. Which value chain activities are being combined?

  1. Deliver and support combined with Engage in a continuous feedback loop
  2. Design and transition, Obtain/build, and Deliver and support combined into a rapid flow
  3. Plan and Improve operating in parallel with shortened iteration cycles
  4. Engage and Obtain/build merged into a single streamlined activity
Show answer & explanation

Correct answer: B - Design and transition, Obtain/build, and Deliver and support combined into a rapid flow

Domain 7: Service Management Practices

Question 8

An organization implements a new firewall rule to block a detected cyber attack within hours. This is BEST classified as:

  1. Standard change
  2. Normal change
  3. Emergency change
  4. Service request
Show answer & explanation

Correct answer: C - Emergency change

Question 9

Multiple users report they cannot access the CRM system. The service desk applies a workaround. Later, the problem team identifies a root cause: a faulty network switch. Until the switch is replaced, this is classified as:

  1. An incident
  2. A workaround
  3. A known error
  4. A service request
Show answer & explanation

Correct answer: C - A known error

Question 10

During a service level review, a customer expresses concern about a service that has never breached its SLA. Should the service level manager investigate?

  1. No, because the SLA has not been breached
  2. Yes, because customer perception and experience may reveal issues that metrics alone do not capture
  3. No, because SLA metrics are the definitive measure of service quality
  4. Only if the customer submits a formal complaint
Show answer & explanation

Correct answer: B - Yes, because customer perception and experience may reveal issues that metrics alone do not capture

The rest of the ITIL blueprint

The ITIL exam also covers these domains. Drill them in the full free practice test:

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