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We at Crack4sure are committed to giving students who are preparing for the Exin ITIL Exam the most current and reliable questions . To help people study, we've made some of our ITIL Foundation (V4) exam materials available for free to everyone. You can take the Free ITIL Practice Test as many times as you want. The answers to the practice questions are given, and each answer is explained.
Which practice has a purpose that includes ensuring that risks have been properly assessed?
Which of the following is the MOST important for effective incident management?
Which is an activity in the 'Problem control' phase of problem management?
Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value to the organization or its customers.
Which guiding principle recommends that the unnecessary work should be eliminated?
What is used as a tool to help define and measure performance?
Which is a description of service provision?
Which of the four dimensions contributes MOST to defining activities needed to deliver services?
Which is the definition of an IT asset?
Which practice requires focus and effort to engage and listen to the requirements, issues, concerns and daily needs of customers?
Which is one of the MAIN concerns of the ‘design and transition’ value chain activity?
Which can act as an operating model for an organization?
Which is a way of applying the guiding principle 'focus on value'?
What is the definition of “service management”?
Which service value chain activity deals with the purchase of new products?
Which term is used to describe removing something that could have an effect on a service?
For which purpose would the continual improvement practice use a SWOT analysis?
A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?
Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?
Which BEST describe the focus of the 'think and work holistically' principle?
Which is part of the value proposition of a service?
Which is a key element of the 'think and work holistically' guiding principle?
Which phase of problem management includes analysing incidents to look for patterns and trends?
Which statement about outcomes is CORRECT?
Which statement about the service value chain is CORRECT?
Which statement about value streams is CORRECT?
Which practice makes new services available for use?
What takes place in the “Did we get there?” step of the continual service improvement (CSI) approach?
Which directly assists with the diagnosis and resolution of simple incidents?
What can a service remove from the consumer and impose on the consumer?
Identify the missing word in the following sentence.
A user is [?] that uses services.
What is an incident?
Which is intended to help an organization adopt and adapt ITIL guidance?
Which describes outcomes?
Which activity captures the demand for incident resolution and service requests?
What are ’engage’, ‘plan’ and ‘improve’ examples of?
Which statement about outcomes is CORRECT?
What should be done for every problem?
Which is included in the purpose of the ‘design and transition’ value chain activity?
Which guiding principle recommends standardizing and streamlining manual tasks?
Which is a purpose of the 'service desk' practice?
Identify the missing word in the following sentence.
The use of [?] should support, not replace what is observed, when using the 'start where you are1 guiding principle.
Which is the FIRST action when optimizing a service?
Identify the Missing word(s) in the following sentence
A(n) [?] cause, or potential cause, of one or more incidents?
Which statement about emergency changes is CORRECT?
Which of the following is included in the purpose of the 'continual improvement' practice?
When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
Which is an input to the service value system?
Which TWO of the following statements are MOST associated with the optimize and automate' guiding principle?
1. It is important to assess which method of communication is appropriate 'or each type of stakeholder.
2. Complex systems should be designed with an understanding of how the components' parts are related.
3. Organizations should consider whether technology could improve the eficiency o' manual processes.
4 It is important to understand the organization's objectives when assessing the impact of potential improvements.
Which is an example of a service request?
What should remain constant within an organization, even when the organization's objectives change?
Which is described by the ‘organizations and people’ dimension of service management?
Identify the missing work in the following sentence.
An organization which is undertaking an improvement initiative should [?] the existing methods and services when building for the future.
What is MOST LIKELY to be handled as a service request?
What can a change schedule be used for?
Which is included in the purpose of the 'improve' value chain activity?
Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?
What is the difference between the 'incident management' and 'service desk' practices?
Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?
Which describes normal changes?
Which is NOT a key focus of the 'information and technology' dimension?
Which is a purpose of the 'engage' value chain activity?
Which is NOT a component of the service value system?
What are the types of asset management?
What type of change is MOST likely to be managed by the 'service request management' practice?
What is an IT asset?
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
What is the purpose of the 'relationship management' practice?
Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.
Which practices are typically involved in the implementation of a problem resolution?
1. Continual improvement
2. Service request management
3. Service level management
4. Change control
What is the purpose of the 'information security management1 practice?
Which statement about emergency changes is CORRECT?
Which is a service request?
Which TWO statements about an organization’s culture are CORRECT? (Choose two.)
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].
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 planning ‘continual improvement’, which approach for assessing the current state of a service is
CORRECT?
When should the effectiveness of a problem workaround be assessed?
How should the workflow for a new service request be designed?
Which practice updates information relating to symptoms and business impact?
What is the expected outcome from using a service value chain?
How does information about problems and known errors contribute to 'incident management'?
What are the three phases of 'problem management'?
Which is the correct combination of items that makes up an IT service?
Which is an example of improving service utility using service management automation?
What does the 'service request management' practice depend on for maximum efficiency?
Which are phases of the release and deployment process?
1. Release build and test
2. Review and close
3. Categorize and record
4. Change authorization and schedule
Which process works with incident management to ensure that security breaches are detected and logged?
Which practice provides visibility of the organization's services by capturing and reporting on service performance?
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
How should an organization include third-party suppliers in the continual improvement of services?
Which statement BEST describes the value of service strategy to the business?
Which ITIL concept describes governance?
What must always be done before an activity is automated?
Which is one of the five aspects of service design?
Which is considered by the ‘partners and suppliers’ dimension?
Which practice provides users with a way to get various requests arranged, explained and coordinated?
Which value chain activity ensures that service components meet agreed specifications?
What are guiding principles?
What is NOT within the scope of service catalogue management?
What is the reason for using a balanced bundle of service metrics?
Which gives a user access to a system?
Which are the elements of process control?
Which practice recommends using tools for collaboration and the automated matching of symptoms?
What is defined as an unplanned interruption or reduction in the quality of a service?
Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?
Which is NOT a structure of service desk that is described in the ITIL service operation guidance?
Which term is used to describe the prediction and control of income and expenditure within an organization?
Which dimension includes the knowledge needed for the management of services?
Which value chain activity ensures the availability of service components?
Why should service desk staff detect recurring issues?
Which is the CORRECT of the ‘R’ role in a RACI matrix?
Which is a key requirement for a successful service level agreement (SLA)?
Which skill is required by the ‘service level management’ practice?
Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?
What is a problem that has been analysed but has not been resolved?
Which facilitates outcomes that customers want to achieve?
What should be considered as part of the 'partners and suppliers' dimension?
Which practices is MOST associate with the use of empathy to understand users?
Which is part of the definition of a customer?
What is the MAIN benefit of 'problem management'?
What is the MOST important reason for prioritizing incidents?
Where are the details of the required performance outcomes of a service denned?
What can be used to determine if a service is 'fit for purpose'?
Which costs are included in the value proposition of a service?
Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the [?], and the CIs that support them, is available when and where it is needed.
Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?
What is a cause, or potential cause, of one or more incidents?
Which statement about the 'continual improvement model' is CORRECT?
Which is NOT a component of the service value system?
Which statement about outcomes is CORRECT?
Which action is performed by a service provider?
What is the purpose of the ‘deployment management’ practice?
Which of the following is included in the purpose of the 'continual improvement' printer?
Which TWO are inputs to the service value system?
1 Demand
2 Products
3 Value
4 Opportunity
Which practice recommends the use of event-based surveys to gather feedback from customers?
Which will help solve incidents more quickly?
Which practice helps to ensure that the services delivered to customers are aligned with their needs?
Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?
What varies in size and complexity, and uses functions to achieve its objectives?
Which includes governance, management practices, and continual improvement?
Which ITIL concept helps an organization to make good decisions?
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TESTED 05 Dec 2025
