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ITIL 4 Foundation

ITIL 4 Foundation: free practice test

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Practice test questions with answers and explanations

Try the questions in the test above first, then open each one here to see the correct answer and why every other option is wrong.

01A hospital's new appointment system offers every booking feature the clinics requested. During a two-week pilot it was fast and always available, but patient records were exposed because access controls were missing. Which conclusion is CORRECT?

Practice question Unit: Understand the key concepts of service management

  1. AUtility and warranty are both met, because it was fast and available around the clock

    Speed and availability are part of warranty, but the security failure means warranty is not met.

  2. BWarranty is met, but utility is not, because security is a function the clinics did not receive

    Security is an assurance of performance against agreed requirements, so it belongs to warranty, not utility.

  3. CBoth are met, because access controls belong to the information security practice, not to the service itself

    Access controls are part of the warranty the service itself must meet; the fact that another practice helps manage them does not mean warranty is met.

  4. DUtility is met, but warranty is not, because security is part of warranty ✓ Correct answer

    The features meet the need, but warranty covers availability, capacity, security and continuity, and security failed.

Reference: ITIL 4 Foundation Candidate Syllabus v4.2.0 (PeopleCert, Mar 2025), Learning Outcome 1, Assessment Criterion 1.1, p.5; ITIL 4 Foundation, section 2.5.4 Utility and warranty

02A team speeds up delivery by releasing small changes every week. Each change works, but several of them break reports used by the finance department, which the team never consulted. Which principle did the team MOST need to combine with progressing iteratively?

Practice question Unit: Understand how the ITIL guiding principles can help an organization adopt and adapt service management

  1. AOptimize and automate

    Automating the releases would not stop the impact on finance reports from being missed.

  2. BThink and work holistically ✓ Correct answer

    The changes worked locally but harmed another part of the system; considering the service as a whole would have revealed the impact.

  3. CKeep it simple and practical

    The changes were already small; the issue was impact on other parts of the system.

  4. DStart where you are

    Reusing existing resources is not the gap here; the gap is seeing the wider impact.

Reference: ITIL 4 Foundation Candidate Syllabus v4.2.0 (PeopleCert, Mar 2025), Learning Outcome 2, Assessment Criterion 2.1, p.5; ITIL 4 Foundation, section 4.3.8 Principle interaction

03A project team plans a new mobile banking service. Its plan covers the app's features, servers and security tools in detail, but says nothing about staff skills, supplier contracts or how requests will flow between teams. What is the MAIN risk of this plan?

Practice question Unit: Understand the four dimensions of service management

  1. AThe main risk is security, because the security tools need more detailed testing

    The plan already covers security tools in detail; the bigger risk is the three dimensions it ignores.

  2. BThe service risks being undeliverable or below expectations, as three dimensions are neglected ✓ Correct answer

    The plan addresses only information and technology; ignoring the other dimensions risks a service that cannot be delivered as expected.

  3. CThe plan is acceptable, because the other dimensions are usually designed after the technology

    ITIL says all four dimensions should be considered together from the start, not after the technology.

  4. DThe main risk is cost, because more servers may be needed later

    Server cost is a minor concern compared with neglecting whole dimensions.

Reference: ITIL 4 Foundation Candidate Syllabus v4.2.0 (PeopleCert, Mar 2025), Learning Outcome 3, Assessment Criterion 3.1, p.6; ITIL 4 Foundation, chapter 3 The four dimensions of service management

04In one week, a hospital's IT department receives requests from doctors for faster access to test results, and learns that a new technology could let patients book appointments by voice. Which statement CORRECTLY classifies these inputs?

Practice question Unit: Understand the purpose and components of the ITIL service value system

  1. AThe doctors' requests are an opportunity, and the voice-booking technology is demand

    This reverses the two inputs.

  2. BThe doctors' requests are demand, and the voice-booking technology is an opportunity ✓ Correct answer

    Demand is an existing need from consumers, while an opportunity is a possibility to add value that no one has asked for yet.

  3. CBoth are demand, because both would add value for the hospital

    Nobody has asked for voice booking, so it is an opportunity, not demand.

  4. DBoth are outputs of the service value system

    Both arrive from outside and trigger activity, so they are inputs, not outputs.

Reference: ITIL 4 Foundation Candidate Syllabus v4.2.0 (PeopleCert, Mar 2025), Learning Outcome 4, Assessment Criterion 4.1, p.6; ITIL 4 Foundation, section 4.1 Service value system overview

05A company handles two kinds of demand: users reporting faults in a live service, and business units asking for brand-new services. A manager wants one identical, fixed sequence of value chain activities for both. Which response BEST reflects ITIL guidance?

Practice question Unit: Understand the activities of the service value chain, and how they interconnect

  1. AAccept the proposal, because ITIL defines one standard order of activities to be used for the different kinds of demand

    ITIL does not define a single mandatory order of activities.

  2. BHandle faults with the value chain and new services outside it

    Both types of demand are handled through the value chain.

  3. CDesign different value streams, because each type of demand needs its own combination of activities and practices ✓ Correct answer

    The value chain is flexible; organizations define value streams for different scenarios rather than one fixed sequence.

  4. DUse one value stream for both, adding extra steps when a new service is requested

    Adding steps to one stream ignores that faults and new services need different combinations of activities and practices.

Reference: ITIL 4 Foundation Candidate Syllabus v4.2.0 (PeopleCert, Mar 2025), Learning Outcome 5, Assessment Criterion 5.1, p.6; ITIL 4 Foundation, section 4.5 Service value chain

06A team moved new code for a 'loyalty points' feature into the live environment on Monday, but the feature stays hidden. On Friday, after marketing approval, the feature is switched on for all customers. Which statement CORRECTLY links these steps to practices?

Practice question Unit: Know the purpose and key terms of 15 ITIL practices

  1. AMonday's step is deployment management, and Friday's step is release management ✓ Correct answer

    Moving components to live is deployment, while making the feature available for use is release; the two can happen at different times.

  2. BBoth steps are deployment management, because the code was moved

    Switching the feature on for customers makes it available for use, which is release.

  3. CMonday's step is release management, and Friday's step is deployment management

    This reverses the practices.

  4. DBoth steps are change enablement, because marketing approved the feature

    Change enablement may authorize the change, but moving code and making it available are deployment and release.

Reference: ITIL 4 Foundation Candidate Syllabus v4.2.0 (PeopleCert, Mar 2025), Learning Outcome 6, Assessment Criterion 6.1, p.6; ITIL 4 Foundation, section 5.2.9 Release management

07Three months after a new self-service portal went live, the team checks its metrics and finds that call volumes fell by 5% against a target of 20%. According to the continual improvement model, what should the team do NEXT?

Practice question Unit: Understand 7 ITIL practices

  1. AWait another three months to see whether call volumes keep falling

    Waiting without analysis does not close the gap; the model asks to find the reasons and plan further action.

  2. BMove on to keeping the momentum going and report the improvement as a success to all stakeholders

    The target was not achieved, so reporting success would be misleading.

  3. CLower the target to 5% so that the improvement counts as complete

    Changing the target to match the result hides the gap instead of addressing it.

  4. DIdentify the reasons and plan further action, starting another pass through the model ✓ Correct answer

    At 'Did we get there?', unmet targets lead to identifying and taking further actions, usually through a new iteration.

Reference: ITIL 4 Foundation Candidate Syllabus v4.2.0 (PeopleCert, Mar 2025), Learning Outcome 7, Assessment Criterion 7.1, p.7; ITIL 4 Foundation, section 4.6 Continual improvement (model, Figure 4.3)

08This week a team plans three changes: (1) the monthly antivirus update using a pre-approved, documented procedure; (2) adding a new feature to the payroll system; (3) a fix to restore a failed payment service. Which classification is CORRECT?

Practice question Unit: Understand 7 ITIL practices

  1. A(1) normal, (2) standard, (3) emergency

    The antivirus update is pre-approved (standard), and a new feature is not a pre-approved routine change.

  2. B(1) standard, (2) emergency, (3) normal

    Nothing makes the new feature urgent, and the restoration fix cannot wait for the normal process.

  3. C(1) standard, (2) normal, (3) emergency ✓ Correct answer

    A pre-approved routine procedure is standard, a new feature needs the normal process, and restoring a failed service is urgent.

  4. D(1) emergency, (2) normal, (3) standard

    The routine update is not urgent, and a one-off fix to a failed service is not a pre-approved routine change.

Reference: ITIL 4 Foundation Candidate Syllabus v4.2.0 (PeopleCert, Mar 2025), Learning Outcome 7, Assessment Criterion 7.1, p.7; ITIL 4 Foundation, section 5.2.4 Change enablement

09A complex incident affects an application, the network and a supplier's cloud platform. Three teams each say the cause is in another team's area, and the incident has not progressed for hours. Which approach is BEST?

Practice question Unit: Understand 7 ITIL practices

  1. AEscalate it to the supplier, because the cloud platform is the most likely cause

    There is no evidence the cause lies with the supplier; passing it to one party repeats the same problem instead of working together.

  2. BKeep passing the incident between teams until one of them accepts it, so that ownership is clear from the start

    Passing the incident around is what has caused the delay.

  3. CAssign it to the application team, because users see the failure in the application

    Assigning it to one team repeats the stalemate; complex incidents need the relevant experts working together.

  4. DForm a temporary team with the relevant experts, including the supplier, to work on it together ✓ Correct answer

    Complex incidents may need a temporary team of people from several groups working together.

Reference: ITIL 4 Foundation Candidate Syllabus v4.2.0 (PeopleCert, Mar 2025), Learning Outcome 7, Assessment Criterion 7.1, p.7; ITIL 4 Foundation, section 5.2.5 Incident management

10A problem team has spent weeks replacing hardware to stop recurring data entry errors, with no improvement. Later, it finds that new staff were never trained on the updated form and that the process instructions are out of date. What lesson BEST applies?

Practice question Unit: Understand 7 ITIL practices

  1. AProblem analysis should consider all four dimensions, not just technology ✓ Correct answer

    The causes were in people and processes, which a technology-only analysis missed.

  2. BThe team should have replaced more hardware sooner, because technology is the usual cause

    The evidence shows the cause was not hardware.

  3. CThe problem should have been passed to the form's software supplier sooner

    The software was not the cause; untrained staff and outdated instructions were, which are people and process factors.

  4. DProblem analysis should start with the most recent changes to the hardware

    Starting with recent changes can help, but the lesson here is that analysis must also cover people and processes.

Reference: ITIL 4 Foundation Candidate Syllabus v4.2.0 (PeopleCert, Mar 2025), Learning Outcome 7, Assessment Criterion 7.1, p.7; ITIL 4 Foundation, section 5.2.8 Problem management

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