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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.

Question 1

Which of the following BEST defines 'value' in the context of ITIL 4?

  1. The price a customer pays for a service
  2. The perceived benefits, usefulness, and importance of something
  3. The total cost of delivering a service
  4. The number of features included in a service
Show answer & explanation

Correct answer: B - The perceived benefits, usefulness, and importance of something

Question 2

According to ITIL 4, who determines the value of a service?

  1. The service provider alone
  2. The IT department
  3. The service consumer, based on their perception of benefits received
  4. External auditors
Show answer & explanation

Correct answer: C - The service consumer, based on their perception of benefits received

Question 3

Which statement about value co-creation is CORRECT?

  1. Value is always delivered by the service provider to the consumer
  2. Value is co-created through active collaboration between the service provider and the service consumer
  3. Only the consumer creates value
  4. Value creation requires no interaction between provider and consumer
Show answer & explanation

Correct answer: B - Value is co-created through active collaboration between the service provider and the service consumer

Question 4

A company provides a cloud-based project management tool to a customer. The customer configures it for their specific workflows and trains their team to use it effectively. What does this illustrate?

  1. The provider delivering all value
  2. Value co-creation, where both the provider and consumer contribute to realizing value
  3. The consumer creating value independently
  4. A failure of the provider to deliver a complete service
Show answer & explanation

Correct answer: B - Value co-creation, where both the provider and consumer contribute to realizing value

Question 5

Which of the following is NOT a key stakeholder group in ITIL 4 service management?

  1. Customers
  2. Users
  3. Sponsors
  4. Competitors
Show answer & explanation

Correct answer: D - Competitors

Question 6

In ITIL 4, what is the role of a 'customer'?

  1. A person who uses the service on a daily basis
  2. A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption
  3. A person who authorizes the budget for service consumption
  4. A person who develops the service
Show answer & explanation

Correct answer: B - A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption

Question 7

In ITIL 4, what is the role of a 'user'?

  1. A person who defines service requirements
  2. A person who authorizes the budget
  3. A person who uses services
  4. A person who develops services
Show answer & explanation

Correct answer: C - A person who uses services

Question 8

In ITIL 4, what is the role of a 'sponsor'?

  1. A person who uses the service daily
  2. A person who defines service requirements
  3. A person who authorizes budget for service consumption
  4. A person who provides technical support
Show answer & explanation

Correct answer: C - A person who authorizes budget for service consumption

Question 9

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
  2. The VP of Sales
  3. The department head who approved the budget
  4. The CRM vendor
Show answer & explanation

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

Question 10

An organization provides IT services to both internal departments and external clients. In ITIL 4, what is this organization called?

  1. A service consumer
  2. A service provider
  3. A supplier
  4. A stakeholder
Show answer & explanation

Correct answer: B - A service provider

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