UPDATED [Jun 04, 2026] Pass ITIL Foundation (V4) Exam with Latest Questions
ITIL Exam Practice Questions prepared by EXIN Professionals
NEW QUESTION # 76
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, Test, Develop, Deploy, Design, Operate, Retire
- B. None of the above
- C. Retire, Test, Operate, Deploy, Ideation, Develop, Design
- D. Ideation, Design, Develop, Deploy, Test, Operate, Retire
Answer: D
NEW QUESTION # 77
Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?
- A. Demand management
- B. Financial management
- C. Risk management
- D. Service level management
Answer: B
NEW QUESTION # 78
Which process would maintain policies, standards and models for service transition activities and processes?
- A. Change management
- B. Service transition planning and support
- C. Capacity management
- D. Release management
Answer: B
NEW QUESTION # 79
Which of the following are the main objectives of incident Management? Select all that apply
- A. To minimize adverse impacts on business operations
- B. To automatically detect service affecting Events
- C. The restore normal service operation as quickly as possible
Answer: A
NEW QUESTION # 80
In many organizations the role of Incident Manager is assigned to the Service Desk.
It is important that the Incident Manager is given the authority to:
- A. Only manage Incidents effectivelyat the 3rd line
- B. Only manage Incidents effectively through 1st and 2nd line
- C. Only manage Incidents effectively through the 1st line
- D. Manage Incidents effectively through 1st, 2nd and 3rd line
Answer: D
NEW QUESTION # 81
Which statement about service desks is CORRECT?
- A. The service desk should rely on self-service portals instead of escalation to support teams
- B. The service desk should remain isolated from technical support teams
- C. The service desk should work in close collaboration with support and development teams
- D. The service desk should escalate all technical issues to support and development teams
Answer: C
NEW QUESTION # 82
Which process or function is responsible for monitoring activities and events in the IT Infrastructure?
- A. Capacity Management
- B. IT Operations Management
- C. Service Level Management
- D. Incident Management
Answer: B
NEW QUESTION # 83
Which practice ensures that a variety of access channels are available for users to report issues?
- A. Service desk
- B. Change enablement
- C. Incident management
- D. Service level management
Answer: A
Explanation:
Service desks provide a variety of channels for access including:
* Phone calls, which can include specialized technology, such as interactive voice response (IVR), conference calls, voice recognition, and others.
* Service portals and mobile applications, supported by service and request catalogues, and knowledge bases.
* Chat, through live chat and chatbots.
* Email for logging and updating, and for follow-up surveys and confirmations.
* Walk-in service desk (which are becoming more prevalent in some sectors, such as higher education, where there are high peaks of activity that demand physical presence).,
* Text and social media messaging, which are useful for notifications in case of major incidents and for contacting specific stakeholder groups, but can also be used to allow users to request support.
* Public and corporate social media and discussion forums for contacting the service provider and for peer-to-peer support.
https://www.bmc.com/blogs/itil-service-desk/
NEW QUESTION # 84
What are the three phases of 'problem management'?
- A. Problem analysis, error identification, incident resolution
- B. Problem logging, problem classification, problem resolution
- C. Problem identification, problem control, error control
- D. Incident management, problem management, change control
Answer: C
NEW QUESTION # 85
Which one of the following is the CORRECT set of steps for thecontinual service improvement approach?
- A. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve
- B. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
- C. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?
- D. Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?
Answer: C
NEW QUESTION # 86
What is an output?
- A. Something created by carrying out an activity
- B. A change of state that has significance for the management of a configuration item
- C. A possible event that could cause harm or loss
- D. A result for a stakeholder
Answer: A
NEW QUESTION # 87
Identify the missing word in the following sentence.
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].
- A. services
- B. values
- C. assets
- D. elements
Answer: A
NEW QUESTION # 88
What can be described as an operating model for the creating and management of products and services?
- A. Service value chain
- B. Practices
- C. Governance
- D. Guiding principles
Answer: A
Explanation:
Reference: https://www.thinkhdi.com/library/supportworld/2019/evolution-itil-new-operating-model-itil-4.
aspx
NEW QUESTION # 89
Which of the following is NOT an objective of Continual Service Improvement?
- A. Conduct activities to deliver and manage services at agreed levels to business users
- B. Review and analyze Service Level Achievement results
- C. Improve the cost effectiveness of IT services without sacrificing customer satisfaction
- D. Identify activities to improve the efficiency of service management processes
Answer: A
NEW QUESTION # 90
Which one of the following is NOT an objective of problem management?
- A. Minimizing the impact of incidents that cannot be prevented
- B. Restoring normal service operation as quickly as possible
- C. Eliminatingrecurring incidents
- D. Preventing problems and resulting incidents from happening
Answer: B
NEW QUESTION # 91
Which of the following can be used to access service desks?
- A. All of the above
- B. Phone calls
- C. Text and social media messaging
- D. Email
Answer: A
NEW QUESTION # 92
Which statement about change authorization is CORRECT?
- A. Standard changes are high risk and should be authorized by the highest level of change authority
- B. Centralizing change authorization to a single person is the most effective means of authorization
- C. A change authority should be assigned to each type of change and change model
- D. The authorization of normal changes should be expedited to ensure they can be implemented quickly
Answer: C
NEW QUESTION # 93
For which purpose would the continual improvement practice use a SWOT analysis?
- A. Understanding the current state
- B. Ensuring everyone actively participates
- C. Tracking and managing ideas
- D. Defining the future desired state
Answer: A
Explanation:
A SWOT (also known as SLOT) analysis is a powerful strategic planning tool used to evaluate the Strengths, Weaknesses/Limitations, Opportunities and Threats to a project or business
http://steppingstonesforbusiness.co.uk/wp-content/uploads/2012/07/FS116-SWOT-Analysis-for-Continuous- Improvement.pdf
NEW QUESTION # 94
Which is an example are problem control activity?
- A. Reviewing incident records to identify trends
- B. Implementing a technical fix to resolve an issue
- C. Documenting the steps in a workaround
- D. Re-assessing a known error to understand the ongoing impact
Answer: C
NEW QUESTION # 95
In Service Operation, if too much emphasis is placed on 'Stability', what might the likely outcome be in terms of responsiveness to customer needs?
- A. It is possible that responsiveness may suffer and customers needs may not be met within business timescales
- B. There is only likely to be a positive outcome from improved stability - the customers must be made fully aware of this and their expectations regarding responsiveness must be managed
- C. Customers needs will be met more easily because of the improved stability of the services with fewer failures to disrupt timely delivery
- D. From the information given, it is not possible to comment regarding the impact on responsiveness of over-emphasis on stability
Answer: A
NEW QUESTION # 96
Which one of the following would NOT be defined as part of every process?
- A. Functions
- B. Inputs and outputs
- C. Metrics
- D. Roles
Answer: A
NEW QUESTION # 97
Which of the following BEST describes service strategies value to the business?
- A. Allows higher volumes of successful change
- B. Reduction in unplanned costs through optimized handling of service outages
- C. Reduction in the duration and frequency of service outages
- D. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
Answer: D
NEW QUESTION # 98
What type of improvement should be achieved by using the Deming Cycle?
- A. Steady, ongoing improvement
- B. Rapid, one-off improvement
- C. Return on investment within 12 months
- D. Quick wins
Answer: A
NEW QUESTION # 99
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