ITIL 4 Foundation Sample Questions with Practice Exams 2025

Sharpen your IT service management skills with this exclusive set of ITIL 4 Foundation sample questions, crafted for 2025 certification readiness. Whether you’re preparing for the ITIL 4 Foundation exam or revising with an ITIL V4 practice exam, these questions reflect real test standards. Ideal for first-time test takers and professionals, this material supports deep understanding of ITIL concepts, terminology, and guiding principles. Use these questions as part of your ITIL foundation certification journey, including ITIL 4 exam questions, dumps, or a timed ITIL 4 foundation practice exam. These samples are essential for building exam confidence and mastering service value systems, governance, and continual improvement models.

ITIL 4 Foundation Sample Questions List :

1. Which process is used to compare the value that new services offer with the value of the services they have replaced?

1. Availability management

2. Capacity management

3. Service portfolio management

4. Service catalogue management

2. Which practice has a purpose that includes restoring normal service operation as quickly as possible?

1. Problem management

2. Incident management

3. Supplier management

3. Which service management dimension is focused on activities and how these are coordinated?

1. Partners and suppliers

2. Information and technology

3. Value streams and processes

4. Organizations and people

4. Which statement about emergency changes is CORRECT?

1. The testing of emergency can be eliminated in order to implement the change quickly

2. The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly

3. Emergency changes should be authorized and implemented as service requests

4. Emergency changes must be fully documented before authorization and implementation

5. Which is a purpose of the 'service desk' practice?

1. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

2. To capture demand for incident resolution and service requests

3. To set clear business-based targets for service performance

4. To maximize the number of successful IT changes by ensuring risks are properly assessed

6. Which guiding principle recommends standardizing and streamlining manual tasks?

1. Optimize and automate

2. Focus on value

3. Think and work holistically

7. Which statement about service desks is CORRECT?

1. The service desk should work in close collaboration with support and development teams

2. The service desk should rely on self-service portals instead of escalation to support teams

3. The service desk should remain isolated from technical support teams

4. The service desk should escalate all technical issues to support and development teams

8. Which of the following should IT service continuity strategy be based on?

1. Design of the service metrics

2. Business continuity strategy

3. Business impact analysis (BIA)

4. Risk assessment

9. Which are the elements of process control?

1. Inputs, outputs and triggers

2. Work instructions, procedures and roles

3. Resources, capabilities and metrics

4. Process owner, policy and objectives

10. How does information about problems and known errors contribute to 'incident management'?

1. It enables the reassessment of known errors

2. It enables quick and efficient diagnosis of incidents

3. It removes the need for regular customer updates

11. What should be used to set user expectations for request fulfilment times?

1. The consumer demand for the service

2. The time that the customer indicates for service delivery

3. The service levels of the supplier

4. The time needed to realistically deliver the service

12. What should all 'continual improvement' decisions be based on?

1. Accurate and carefully analysed data

2. A recent maturity assessment

3. An up-to-date balanced scorecard

13. When should a change request be submitted to resolve a problem?

1. As soon as a solution for the problem has been identified

2. As soon as a workaround for the problem has been identified

3. As soon as the analysis of the frequency and impact of incidents justifies the change

4. As soon as the analysis of cost, risks and benefits justifies the change

14. What is the purpose of the 'relationship management' practice?

1. To support the agreed quality of a service handling all agreed, user initiated service requests

2. To set clear business-based targets for service performance

3. To establish and nurture the links between the organization and its stakeholders

15. What is the starting point for optimization?

1. Standardizing practices and services

2. Determining where the most positive impact would be

3. Securing stakeholder engagement

4. Understanding the vision and objectives of the organization

16. A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?

1. As an event

2. As a problem

3. As a service request

4. As a change request

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

1. The incident priority

2. The incident category

3. A self-help tool

18. What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?

1. A standard change

2. An emergency change

3. An internal change

4. A normal change

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

1. Change control

2. Continual improvement

3. Problem management

20. Which statement about the 'service desk1 practice is CORRECT?

1. It provides a link with stakeholders at strategic and tactical levels

2. It carries out change assessment and authorization

3. It investigates the cause of incidents

4. It needs a practical understanding of the business processes

21. How does customer engagement contribute to the 'service level management' practice?

1. It captures information that metrics can be based on

2. It defines the workflows for service requests

3. It supports progress discussions

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

1. Ideation, Design, Develop, Deploy, Test, Operate, Retire

2. Retire, Test, Operate, Deploy, Ideation, Develop, Design

3. None of the above

4. Ideation, Test, Develop, Deploy, Design, Operate, Retire

23. What are the ITIL guiding principles used for?

1. To help an organization make good decisions

2. To direct and control an organization

3. To identify activities that an organization must perform in order to deliver a valuable service

4. To ensure that an organization’s performance continually meets stakeholders’ expectations

24. How do all value chain activities transform inputs to outputs?

1. By using a combination of practices

2. By using a single functional team

3. By determining service demand

4. By implementing process automation

25. Which is one of the five aspects of service design?

1. Management information systems and tools

2. Management policy for business case creation

3. Corporate governance and policy

FAQs

1. What is ITIL 4 Foundation certification?

It is an entry-level certification that introduces the ITIL framework and its best practices for IT service management (ITSM).

2. How do I get ITIL 4 Foundation certified?

You must pass the ITIL 4 Foundation exam, which tests your understanding of key ITIL concepts.

3. What are the benefits of ITIL 4 Foundation certification?

It helps you improve service delivery, boost career opportunities, and align IT services with business goals.

4. Is ITIL 4 Foundation worth it in 2025?

Yes, it’s widely recognized and essential for IT professionals working in service management or operations.

5. What topics are covered in ITIL 4 Foundation exam?

Topics include service value system, guiding principles, service lifecycle, and key practices.

6. Who should take the ITIL 4 Foundation exam?

IT professionals, support staff, and managers who want to learn or validate ITSM fundamentals.

7. What is the cost of ITIL 4 Foundation certification?

Prices vary by region, but typically range from $200 to $400 depending on the exam provider.

8. Is there any prerequisite for ITIL 4 Foundation?

No prerequisites are required. It’s open to beginners and professionals alike.

9. How hard is the ITIL 4 Foundation exam?

It’s considered moderately easy if you study well using reliable materials.

10. How many questions are in ITIL 4 Foundation exam?

The exam consists of 40 multiple-choice questions.

11. What is the exam format for ITIL 4 Foundation?

It’s a closed-book, online or paper-based multiple-choice exam with one correct answer per question.

12. What is the passing score for ITIL 4 Foundation?

You need to score 65% or higher (26 out of 40 correct answers) to pass.

13. Can I take the ITIL 4 Foundation exam online?

Yes, you can take it online through accredited training organizations or official exam providers.

14. How long is the ITIL 4 Foundation certification valid?

The certification does not expire. However, staying updated with newer ITIL versions is recommended.

15. What’s the best way to prepare for ITIL 4 Foundation exam?

Use CertiMaan’s practice tests and the official AXELOS ITIL 4 Foundation guide to prepare effectively.

16. Where can I find ITIL 4 Foundation sample questions?

You can find them on CertiMaan.com or through official providers like PeopleCert and AXELOS.

17. Does ITIL 4 Foundation help in IT career?

Yes, it enhances your resume and helps you stand out in roles involving service delivery and IT operations.

18. What is the average salary after ITIL 4 Foundation certification?

Professionals can expect an average salary between $70,000 and $90,000 annually, depending on experience and role.

19. Is ITIL 4 Foundation recognized globally?

Yes, it’s a globally accepted certification for ITSM professionals across all industries.

20. How is ITIL 4 different from ITIL v3?

ITIL 4 includes a more modern, flexible approach, focusing on value streams and digital transformation.