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ITIL 4 FoundationFree ITIL 4 Foundation — IT Service Management practice test
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10 real ITIL 4 Foundation practice questions with instant answers and explanations — no account, no credit card, no email. Score yourself, then unlock the full bank of 70 questions whenever you’re ready. The ITIL 4 Foundation passing score is 65% (26 of 40).
Which step comes first in the continual improvement model?
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Q1. Which step comes first in the continual improvement model?
Correct answer: A. What is the vision?
The continual improvement model begins with 'What is the vision?', which links the improvement to the organization's overall goals before any assessment of the current state is made.
Q2. What is the primary purpose of the continual improvement register (CIR)?
Correct answer: A. To track and prioritize improvement ideas and opportunities
The continual improvement register is a database or structured document used to capture, document, and prioritize improvement ideas so they are not lost.
Q3. Which statement BEST describes a standard change in the change enablement practice?
Correct answer: A. A low-risk, pre-authorized change that follows a documented procedure
Standard changes are low-risk, well-understood, and fully documented, so they are pre-authorized and can be implemented without additional approval each time.
Q4. A change that must be scheduled, assessed, and authorized following a defined process before implementation is BEST classified as which type?
Correct answer: A. Normal change
Normal changes are neither pre-authorized nor emergencies; they proceed through assessment and authorization by the appropriate change authority before being scheduled.
Q5. An emergency change is BEST characterized by which of the following?
Correct answer: A. It must be implemented as soon as possible, often to resolve an incident or apply an urgent security fix
Emergency changes are needed as quickly as possible, such as to restore a failed service or patch a security vulnerability, and typically use an expedited assessment and authorization path.
Q6. In change enablement, what is the role of a change authority?
Correct answer: A. The person or group responsible for authorizing a change
A change authority is the person or group that assesses and authorizes a change; different change types may be assigned to different change authorities.
Q7. What is the purpose of the incident management practice?
Correct answer: A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
Incident management aims to reduce negative impact by getting normal service back as fast as possible; finding root cause is the remit of problem management.
Q8. How is the priority of an incident typically determined?
Correct answer: A. By combining its impact and its urgency
Incident prioritization is normally based on a combination of impact (the effect on the business) and urgency (how quickly a resolution is needed).
Q9. Which statement correctly distinguishes a problem from an incident?
Correct answer: A. An incident is an unplanned interruption or quality reduction of a service, while a problem is a cause, or potential cause, of one or more incidents
An incident is an unplanned interruption to a service; a problem is the underlying cause (or potential cause) of one or more incidents.
Q10. In problem management, what is a known error?
Correct answer: A. A problem that has been analyzed but not yet resolved
A known error is a problem that has been analyzed and understood but for which a permanent resolution has not yet been implemented.
Exam facts and objectives sourced from the official PeopleCert (ITIL) certification page. Last reviewed June 2026.
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