Free ITIL 4 Master Exam Questions and Answers
ITIL 4 Master is part of the ITIL 4 scheme from PeopleCert. ITIL 4 exams are identified by tier and module rather than by a code — Foundation, then Practitioner modules, then the Specialist, Strategist and Leader modules that stack into the Managing Professional and Strategic Leader designations. Foundation is 40 questions in 60 minutes at 65% and can be self-studied; every module above it requires an accredited training course before you may sit it.
The first 10 questions on this page are free to read, answers included — no account and no card. A plan opens the rest of the bank, the full timed practice test and your weak-topic reporting.
Last updated: August 30, 2026
- Provider
- ITIL
- Questions in our bank
- 1000+
- Free to read
- First 10, with answers
- Official page
- Official Exam website
- Our test mode duration & pass mark
- 130 mins · 70%
- Verified answers
- Reviewed weekly
Recommended: Switch to Test Mode to start a practice test that simulates the real exam experience.
Question #1
How should a service desk prioritize an incident involving a critical system outage affecting multiple users?
Please select an optionIncorrectCorrect answer: B
Impact is significant for critical systems; incidents affecting many users must be prioritized.
Was this answer correct?Question #2
In ITIL, what is the primary aim of change management?
Please select an optionIncorrectCorrect answer: B
The main purpose of change management is to minimize risk and disruption when changes are implemented.
Was this answer correct?Question #3
During a service review, a service owner identifies several recurring issues with a service. What should they do?
Please select an optionIncorrectCorrect answer: C
Recurring issues should be documented and escalated for review to improve service quality.
Was this answer correct?Question #4
A customer reports a bug that affects their productivity. What action should the IT Support team take first?
Please select an optionIncorrectCorrect answer: D
Offering a workaround enables the customer to regain productivity while the issue can be investigated further.
Was this answer correct?Question #5
After a major incident, what should be the first step in the post-incident review process?
Please select an optionIncorrectCorrect answer: B
Assessing the impact helps determine the significance of the incident and guides the review process.
Was this answer correct?Question #6
A new security policy is being implemented and employees are resistant. How should management address this?
Please select an optionIncorrectCorrect answer: B
Providing training helps employees understand the importance of the new policy, minimizing resistance and enhancing compliance.
Was this answer correct?Question #7
During a problem management meeting, a team discovers a trend in service disruptions. What should be done next?
Please select an optionIncorrectCorrect answer: C
Finding a trend indicates a deeper issue; identifying the root cause is critical to resolving problems effectively.
Was this answer correct?Question #8
A business unit requests new software that will not integrate with existing systems. What should the IT team do?
Please select an optionIncorrectCorrect answer: B
Suggesting alternatives can help the business unit find a suitable solution that meets their needs while ensuring compatibility with current systems.
Was this answer correct?Question #9
A service owner needs to ensure all service requests are fulfilled timely. What should they do first?
Please select an optionIncorrectCorrect answer: B
Measuring current performance allows the service owner to identify gaps and areas for improvement in fulfilling service requests.
Was this answer correct?Question #10
The service desk receives feedback that users find the self-service portal confusing. What action should they take?
Please select an optionIncorrectCorrect answer: B
Improving the interface will directly enhance user experience and effectiveness of the self-service portal.
Was this answer correct?
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FAQ
Learn More: https://www.axelos.com/certifications/itil-service-management/
- Q1: What is the ITIL 4 Master exam?
- A: ITIL 4 Master is a ITIL certification exam. Judging by the questions in our bank, it concentrates on owner, desk, incidents, itil and problem.
- Q2: What topics does the ITIL 4 Master exam cover?
- A: Questions in our ITIL 4 Master bank cluster around owner, desk, incidents, itil, problem, delivery and levels. Working through the full set is the quickest way to find which of these you are weakest on.
- Q3: How should I prepare for ITIL 4 Master?
- A: Work through the ITIL 4 Master practice questions here, checking your answer on each one, then sit the practice test to rehearse the exam under timed conditions before the real thing.
- Q4: Are these real ITIL 4 Master exam questions?
- A: They are drawn from officially released past questions and from community members who have sat ITIL 4 Master. Answers are verified and updated weekly.
- Q5: Where do I register for the ITIL 4 Master exam?
- A: Register through ITIL directly at https://www.axelos.com/certifications/itil-service-management/. Exampractice is not affiliated with ITIL and does not administer the exam.
- Q6: Is there a free ITIL 4 Master sample?
- A: Yes. Every ITIL 4 Master page shows a free sample of real questions. Upgrading opens the full bank and the practice test.
- Q7: What are ITIL Certification Exams?
- A: ITIL (Information Technology Infrastructure Library) Certification Exams validate your expertise in IT service management (ITSM). These certifications demonstrate your proficiency in aligning IT services with business needs, following a structured approach to IT service delivery, support, and improvement.
- Q8: Why should I pursue ITIL Certification?
- A: ITIL Certification enhances your professional credibility, showcasing your skills and knowledge in IT service management. This can lead to better job opportunities, higher salaries, and career advancement in IT service management, project management, and related fields.
- Q9: What are the benefits of ITIL Certification?
- A: Benefits include recognition as a certified IT service management professional, improved job performance, access to exclusive resources, continuing education opportunities, and staying current with the latest ITSM practices and industry standards.
- Q10: Who should take ITIL Certification Exams?
- A: IT professionals, service managers, project managers, business managers, and anyone involved in delivering and supporting IT services should consider these certifications to validate their expertise and advance their careers.
- Q11: What types of ITIL Certification Exams are available?
- A: ITIL offers various certification levels, including:
- Q12: How do I prepare for ITIL Certification Exams?
- A: Preparation can include official ITIL training courses, study guides, practice exams, online tutorials, and hands-on experience in IT service management practices.
- Q13: Where can I take ITIL Certification Exams?
- A: ITIL Certification Exams can be taken at authorized testing centers worldwide or online through remote proctoring, providing flexibility to fit your schedule and location.
- Q14: How do ITIL Certifications impact my career?
- A: ITIL Certifications significantly boost your career by demonstrating your expertise to employers, making you a more competitive candidate for advanced roles and promotions in IT service management and related fields.
- Q15: Are there any prerequisites for ITIL Certification Exams?
- A: The ITIL Foundation level has no prerequisites. However, advanced levels such as ITIL Managing Professional and ITIL Strategic Leader require prior certification and relevant professional experience. Check the specific requirements for each certification path on the ITIL website.
- Q16: How often do I need to recertify for ITIL Certifications?
- A: ITIL certifications currently do not have a mandatory recertification requirement, but staying updated with the latest ITSM practices and continuing professional development is recommended to maintain your skills and relevance in the industry.