Free ITILF: ITIL Foundation Exam Questions and Answers
404 verified practice questions for ITILF.
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Last updated: September 19, 2026
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- ITILF
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- ISEB
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- First 10, with answers
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Question #1
A process owner has been identified with an ??I?? in a RACI matrix. Which one of the following would be expected of them?
Please select an optionIncorrectCorrect answer: C
In RACI, I stands for Informed, meaning the person is kept up to date on progress but does not perform or own the activity.
Was this answer correct?Question #2
Which of the following service desk organizational structures are described in service operation? 1: Local service desk 2: Virtual service desk 3: IT help desk 4: Follow the sun
Please select an optionIncorrectCorrect answer: A
Service operation describes local, centralized, virtual and follow-the-sun service desk structures; IT help desk is not one of them.
Was this answer correct?Question #3
Which process is responsible for dealing with complaints, comments, and general enquiries from users?
Please select an optionIncorrectCorrect answer: C
Request fulfilment handles service requests and, per ITIL, is also the channel for user complaints, comments and general enquiries.
Was this answer correct?Question #4
Which one of the following includes four stages called Plan, Do, Check and Act?
Please select an optionIncorrectCorrect answer: A
The Deming Cycle is the Plan-Do-Check-Act model that underpins continual improvement in ITIL. The CSI approach and seven-step improvement process use it but have different stage names.
Was this answer correct?Question #5
At which stage of the service lifecycle should the processes necessary to operate a new service be defined?
Please select an optionIncorrectCorrect answer: A
Service design covers the design of the processes needed to transition, operate and maintain the service, alongside the service solution, tools, architectures and metrics.
Was this answer correct?Question #6
The consideration of value creation is a principle of which stage of the service lifecycle?
Please select an optionIncorrectCorrect answer: B
Service strategy defines how value is created through utility and warranty, making value creation a core principle of that lifecycle stage.
Was this answer correct?Question #7
Which one of the following contains information that is passed to service transition to enable the implementation of a new service?
Please select an optionIncorrectCorrect answer: C
The service design package (SDP) documents all aspects of the service and its requirements through every lifecycle stage and is handed from service design to service transition to build, test and deploy the service.
Was this answer correct?Question #8
Which two processes will contribute MOST to enabling effective problem detection?
Please select an optionIncorrectCorrect answer: C
Problems are detected mainly through analysis of incident trends and event monitoring alerts, so incident and event management contribute most.
Was this answer correct?Question #9
Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?
Please select an optionIncorrectCorrect answer: B
Service catalogue management maintains accurate details, status, interfaces and dependencies of all live services and those being prepared for live.
Was this answer correct?Question #10
Which process is responsible for managing relationships with vendors?
Please select an optionIncorrectCorrect answer: C
Supplier management manages suppliers and their contracts to ensure they support the IT service targets and provide value for money.
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