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Free ITIL Foundation (Version 5) Practice Questions

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Sample Practice Questions

Try these 10 sample questions from the ITIL Foundation (Version 5) practice bank. Each includes the answer and explanation. Continue with the interactive practice above to review the full question set.

  1. 1A company combines equipment, software, and staff into a reusable configuration intended to offer value. Which feature makes this configuration a product in ITIL?

    1. A.Its resources have been configured to offer value.Correct answer: A
    2. B.Its ownership has been transferred to a consumer.
    3. C.Its resources have been organized as a workflow.
    4. D.Its performance has been formally agreed in an SLA.

    Explanation: PeopleCert states, "A product is a configuration of an organization’s resources that is designed to offer value." The defining feature is the configuration and its intended value. Ownership transfer, a sequence of work, and an SLA describe different concepts and are not what makes this configuration a product.

    Reference: ITIL Foundation (Version 5): Sample Paper 2 Answers and Rationales — p. 3, rationale 1

  2. 2Which term names one of the ITIL Four Dimensions of Product and Service Management?

    1. A.Governance
    2. B.Guiding principles
    3. C.Continual improvement
    4. D.Organizations and peopleCorrect answer: D

    Explanation: The official page states, "Delve into the four dimensions, Organizations and People, Value Streams and Processes, Information and Technology, and Partners and Suppliers," Organizations and people is one of the four named dimensions. Governance, guiding principles, and continual improvement are not in that complete list.

    Reference: ITIL Foundation (Version 5) — What will you learn? — The dimensions of product and service management

  3. 3Which pair consists of named ITIL Product and Service Lifecycle activities?

    1. A.Governance and guiding principles
    2. B.Discover and acquireCorrect answer: B
    3. C.Utility and warranty
    4. D.Outputs and outcomes

    Explanation: The official lifecycle list includes "Discover, Design, Acquire, Build, Transition, Operate, Deliver, Support." Discover and acquire are lifecycle activities. The other pairs name Value System components, service-value concepts, or types of results, rather than activities in that list.

    Reference: ITIL Foundation (Version 5): Sample Paper 2 Answers and Rationales — p. 11, rationale 17, option B

  4. 4Which set identifies the five components of the ITIL Value System?

    1. A.Discover, design, build, operate, support.
    2. B.Utility, warranty, experience, sustainability, value.
    3. C.Guiding principles, governance, value chain, practices, continual improvement.Correct answer: C
    4. D.Provider, consumer, customer, user, sponsor.

    Explanation: The official material states, "Guiding principles, Governance, Value chain, Practices, Continual improvement" The five components constitute the Value System. The other sets name selected lifecycle activities, service-value concepts, or relationship roles.

    Reference: ITIL Foundation (Version 5): Sample Paper 2 Answers and Rationales — p. 11, rationale 17

  5. 5Which description captures the meaning of a value stream in ITIL?

    1. A.The formal description of services offered to a target consumer group.
    2. B.The total history of interactions in a provider-consumer relationship.
    3. C.A series of steps used to create and deliver products and services to a consumer.Correct answer: C
    4. D.A system directing and controlling an organization’s use of digital technology.

    Explanation: The official material states, "a series of steps that an organization uses to create and deliver products and services to a service consumer." A value stream is a series of steps for creating and delivering products and services. The other descriptions concern an offering, a service journey, and governance.

    Reference: ITIL Foundation (Version 5): Sample Paper 2 Answers and Rationales — p. 3, rationale 2, option A

  6. 6What distinguishes a generative AI capability from retrieval or classification alone?

    1. A.It is limited to retrieving an unchanged document from a repository.
    2. B.It generates synthetic content by emulating characteristics of input data.Correct answer: B
    3. C.It requires every output to be identical to one stored input record.
    4. D.It classifies existing records but cannot generate derived content.

    Explanation: The source states, "emulate the structure and characteristics of input data in order to generate derived synthetic content." Generating derived synthetic content distinguishes generative AI from mere unchanged retrieval or classification alone. Its outputs need not duplicate a stored input.

    Reference: NIST CSRC Glossary — generative artificial intelligence — Definitions — NIST SP 800-218A definition

  7. 7How broadly can DevOps practices support the ITIL Product and Service Lifecycle?

    1. A.Only coding before products reach any operational environment.
    2. B.Multiple activities, including discover, acquire, build, transition, and operate.Correct answer: B
    3. C.Only the introduction of releases, excluding discovery and design.
    4. D.Only emergency restoration after the delivered service has failed.

    Explanation: The official material states, "‘discover’, ‘design’, ‘acquire’, ‘build’, ‘transition’, and ‘operate’." The official rationale identifies DevOps support across these activities. It is not limited to coding, releases, or emergency restoration.

    Reference: ITIL Foundation (Version 5): Sample Paper 1 Answers and Rationales — p. 18, rationale 36, option C

  8. 8A payroll provider manages the infrastructure needed to produce payroll results, while its customer retains responsibility for approving payroll data. Why can this arrangement still be a service?

    1. A.A service is defined by transferring ownership of the infrastructure.
    2. B.A service requires the provider to manage every cost the customer incurs.
    3. C.A service can relieve the consumer of specific costs and risks.Correct answer: C
    4. D.A service is defined by the customer performing the provider’s work.

    Explanation: The service definition includes "without the consumer having to manage specific costs and risks." Specific does not mean all: the provider can manage infrastructure costs and risks while the customer retains approval responsibilities. Neither ownership transfer nor the customer performing the provider’s work defines a service.

    Reference: ITIL Foundation (Version 5): Sample Paper 2 Answers and Rationales — p. 3, rationale 2

  9. 9Why does the organizations and people dimension require clearly defined roles and authority?

    1. A.To support the organization’s strategy and operating model.Correct answer: A
    2. B.To make individual teams independent of organizational direction.
    3. C.To replace organizational strategy with a reporting hierarchy.
    4. D.To make the choice of technology determine all responsibilities.

    Explanation: The official material states, "well defined and support its overall strategy and operating model." Clarity of roles and authority should support strategy and the operating model. It is not an end in itself and does not replace strategy or make teams independent of it.

    Reference: ITIL Foundation (Version 5): Sample Paper 2 Answers and Rationales — p. 9, rationale 13, option B

  10. 10One version of a digital product is in operation while the next version is being designed. How does the ITIL lifecycle model accommodate this?

    1. A.It requires operation to stop before another version can enter design.
    2. B.It requires the new version to skip design while the earlier version is operating.
    3. C.It permits versions of the same products and services in multiple stages simultaneously.Correct answer: C
    4. D.It excludes product versions that have not yet reached operational delivery.

    Explanation: The official article states, "versions of the same products and services can exist in multiple stages simultaneously." A live version and a design-stage successor can therefore coexist. Operation need not stop, the successor need not skip design, and design-stage work is not excluded from the model.

    Reference: The new ITIL product and service lifecycle model: a connected, ecosystem approach — The new ITIL product and service lifecycle model: an ecosystem approach

Exam Review

About ITIL Foundation (Version 5)

ITIL Foundation (Version 5) · US

Key exam facts

Provider
PeopleCert International Limited publishes the ITIL framework and syllabus; PeopleCert administers the examination.
Format
Closed-book multiple-choice OTQs with four answer options and one selected option. Styles: standard, missing words, list (two correct statements combined in one option), and exceptionally negative standard. PeopleCert offers online proctoring.
Exam questions
Total questions: 40; Scored questions: 40.
Time limit
60 minutes; candidates taking the examination in a language other than their native or working language may be awarded 25% extra time (75 minutes total).
Passing score
26 correct answers out of 40 marks (65%).
Exam fee
Fees vary by seller and package. U.S. authorized provider ITSM Academy lists USD 1,740 (discounted from USD 1,995) for its instructor-led virtual ITIL (Version 5) Foundation course including the official examination voucher and official digital eBook. This is a combined course-and-exam package, not a standalone or universal examination fee. PeopleCert Plus membership is optional; confirm final package selections and applicable taxes with the provider.

Topics covered

  • Key ITIL terms and definitions (30%)

    • Product and service management
    • Define digital product and service management (Glossary)
    • Define product, service as a key concept of digital product and service management (Glossary, 3.1.1)
    • Define digital product, digital service as a key concept of digital product and service management (3.1.2)
    • Define continual improvement as a key concept of digital product and service management (5.1)
    • Define the ITIL Product and Service Lifecycle as a key concept of digital product and service management (4.1)
    • Define good as a key concept of digital product and service management (3.1.2, Glossary)
    • Define utility, warranty, user experience and sustainability (3.2.4)
    • Know the benefits of ITIL for enterprises, managed service providers, digital product vendors, digital product and service management professionals (1.2.3- 1.2.6)
    • Experience, Strategy and Transformation
    • Define basic terms of ITIL Experience like: experience, digital experience, trust, user experience (UX), customer experience (CX), experience level agreement, human-centred design (Glossary)
    • Define basic terms of ITIL Strategy like: strategy, business strategy, digital strategy, mission, vision, purpose, VUCA, leadership (Glossary)
    • Define basic terms of ITIL Transformation like: change, transformation, business as usual (BAU) (Glossary)
    • Service offerings
    • Define service offering and service interactions (3.1.2)
    • Define service actions, transfer of goods, access to resources (3.1.2)
    • Explain service offering and service interactions (3.1.2)
    • Explain service actions, transfer of goods, access to resources (3.1.2)
    • Value co-creation
    • Define value and value co-creation (3.1.1)
    • Define cost and risk (3.1.1.2, 3.1.1.3)
    • Define output and outcome (3.1.1.1)
    • Understand the difference between output and outcome (3.1.1.1)
    • Explain how value contributes to value co-creation (3.2.3, 3.2.4)
    • Explain how outcomes, costs, risks contribute to value co-creation (3.2.4, 3.1.1.1, 3.1.1.2, 3.1.1.3)
    • Explain how utility, warranty, user experience, sustainability contribute to value co-creation (3.2.4, 3.2.4, 3.2.3, 3.2.4)
    • Explain how feedback contributes to value co-creation (5.2.3.1)
    • Service relationships
    • Define organization, service provider, service consumer, digital product vendor as key concepts of service relationships (3.2.1)
    • Define basic, cooperative, and collaborative service relationship as key concepts of service relationships (3.2, 3.2.2)
    • Define the service journey as a key concept of service relationships (3.2.3)
    • Define sponsor, customer, and user roles as key concepts of service relationships (3.2.1.1)
    • Define service quality, service level as key concepts of service relationships (3.2.4)
    • Define Service Level Agreement (SLA) as a key concept of service relationships (3.2.5)
    • Understand the difference between service provider and service consumer (3.2.1)
    • Understand the difference between service provider and digital product vendor (3.2.1)
    • Understand the difference between service consumer and digital product vendor (3.2.1)
    • Understand the difference between basic, cooperative, and collaborative service relationships (3.2.3)

  • The ITIL Four Dimensions of Product and Service Management (10%)

    • Introduction to the ITIL Four Dimensions of Product and Service Management
    • List the ITIL Four Dimensions of Product and Service Management: organizations and people, partners and suppliers, information and technology, value streams and processes (2.1)
    • Understand the importance of each of the ITIL Four Dimensions of Product and Service Management (2.2–2.5)
    • Explain the importance of the holistic approach of the ITIL Four Dimensions of Product and Service Management (2.1)
    • Internal factors and External factors
    • Know the external factors that influence the ITIL Four Dimensions of Product and Service Management, like: political, economical, social, technology, legal, environmental (PESTLE) (2.1)
    • Explain 'organizations and people', 'partners and suppliers', 'information and technology', 'value streams and processes' as the ITIL Four Dimensions of Product and Service Management (2.2–2.5)

  • The ITIL Product and Service Lifecycle (10%)

    • Introduction to ITIL Product and Service Lifecycle
    • List the ITIL Product and Service Lifecycle activities: discover, design, acquire, build, transition, operate, deliver, support (4.1)
    • Understand the ITIL Product and Service Lifecycle (4.1)
    • Understand that the activities of the ITIL Product and Service Lifecycle are not sequential nor linear and how they can be used iteratively (4.1)
    • Purpose and Scope of ITIL Product and Service Lifecycle activities
    • Know the purpose of the 'discover' ITIL Product and Service Lifecycle activity (4.2.1)
    • Know the purpose of the 'design' ITIL Product and Service Lifecycle activity (4.3.1)
    • Know the purpose of the 'acquire' ITIL Product and Service Lifecycle activity (4.4.1)
    • Know the purpose of the 'build' ITIL Product and Service Lifecycle activity (4.5.1)
    • Know the purpose of the 'transition' ITIL Product and Service Lifecycle activity (4.6.1)
    • Know the purpose of the 'operate' ITIL Product and Service Lifecycle activity (4.7.1)
    • Know the purpose of the 'deliver' ITIL Product and Service Lifecycle activity (4.8.1)
    • Know the purpose of the 'support' ITIL Product and Service Lifecycle activity (4.9.1)

  • The ITIL Value System (40%)

    • Components of the ITIL Value System
    • Know the components of the ITIL Value System and their role in an organization: Guiding principles, Governance, Value chain, Management practices, Continual improvement (5.1)
    • Explain the ITIL Value System (ITIL VS) and its purpose (5.1)
    • The ITIL Guiding Principles
    • List the ITIL Guiding Principles (5.2)
    • Understand the 'focus on value' ITIL Guiding Principle and how it should be used (5.2.1)
    • Understand the 'start where you are' ITIL Guiding Principle and how it should be used (5.2.2)
    • Understand the 'progress iteratively with feedback' ITIL Guiding Principle and how it should be used (5.2.3)
    • Understand the 'collaborate and promote visibility' ITIL Guiding Principle and how it should be used (5.2.4)
    • Understand the 'think and work holistically' ITIL Guiding Principle and how it should be used (5.2.5)
    • Understand the 'keep it simple and practical' ITIL Guiding Principle and how it should be used (5.2.6)
    • Understand the 'optimize and automate' ITIL Guiding Principle and how it should be used (5.2.7)
    • Describe the interaction of the ITIL Guiding Principles and how they work together (5.2.8)
    • Governance
    • Define governance (5.3.1)
    • Explain the enabling nature and the activities of governance (5.3.1)
    • Value chain
    • Define value chain (4.1)
    • Define product specification, product prototype (4.3.1)
    • Define incident, event (4.7.2)
    • Define release, test (4.6.2, 4.5.1)
    • Define continuous integration, continuous delivery and continuous deployment (4.5.2, 4.6.2)
    • Define reliability, Site Reliability Engineering (SRE), observability (4.7.1)
    • Define service request (4.8.2)
    • Define disaster, problem, error, and known error (4.9)
    • Define operating model (5.4.1)
    • Distinguish between a problem, an error and a known error (4.9)
    • Understand the key success metrics of the value chain activities (Tables 4.1-4.8)
    • Explain how organization’s purpose and operating model are supported by value chain activities and management practices (5.4.1)
    • Management practices
    • Define management practice (5.5)
    • Know the management practice groups: general and product and service management practices (5.5)
    • Understand the role of the management practices within the ITIL Value System (5.7)
    • Explain the structure of the ITIL Practice Guides (5.5.1)
    • Explain the benefits of the ITIL Practice Guides (5.5.1)
    • Define metric and critical success factor (CSF) (Glossary, 5.6.1.3)
    • The ITIL Continual Improvement Model
    • List the steps of the ITIL Continual Improvement Model (5.6.1)
    • Understand the steps of the ITIL Continual Improvement Model (5.6.1.1-5.6.1.7)
    • Describe continual improvement within the ITIL Value System and its role in the organization (5.7)

  • Value stream identification, mapping, and management (5%)

    • Key concepts of value stream mapping and management
    • Define value stream, core value stream, enabling value stream (2.3.1, 6.2)
    • Define value stream mapping, value stream management (6.3, 6.4)
    • Define complexity thinking (2.3.2)
    • Understand the difference between a core and an enabling value stream (6.2)
    • Application of value streams
    • Understand how workflows need to be optimized for complexity (2.3.2)
    • Purpose of value stream mapping and management
    • Know the purpose of value stream mapping and management (6.1)
    • Understand the relationship between value stream mapping and value stream management (6.3, 6.4)
    • Understand the elements of a value stream map (6.3, Appendix E)

  • ITIL and AI (2.5%)

    • Introduction to AI
    • Define Artificial Intelligence (AI), AI maturity, GenAI, Agentic AI (Glossary)
    • Understand how AI can assist in the product and service development lifecycle and provide examples (2.4.1.1)
    • Understand how AI can be used to assist in the automation of processes throughout the product and service development lifecycle activities (2.4.1.1)
    • Understand how AI can be leveraged throughout the ITIL value chain activities (2.4.1.1)
    • ITIL AI Governance
    • Define AI governance (Glossary)
    • Understand the ITIL AI Capability Model (2.4.1.1)

  • ITIL and other frameworks (2.5%)

    • ITIL and DevOps
    • Understand how ITIL can collaborate with DevOps practices (7.3, 7.3.1)
    • Understand how ITIL and DevOps are complementary in the product and service development lifecycle (7.3, 7.3.1)
    • ITIL and PRINCE2
    • Understand why project management is important in ITIL (7.3, 7.3.2)
    • Understand how ITIL and PRINCE2 are complementary in the product and service development lifecycle (7.3, 7.3.2)

How to prepare

Work through the topics, read the explanation after each answer, and revisit the areas where you miss questions. Use the official outline and reference materials below to guide your study.

These independent practice questions are not actual exam items and do not guarantee a passing result.

Frequently asked questions

What is the exam format?

Closed-book multiple-choice OTQs with four answer options and one selected option. Styles: standard, missing words, list (two correct statements combined in one option), and exceptionally negative standard. PeopleCert offers online proctoring.

How many questions are on the exam?

Total questions: 40; Scored questions: 40.

How long is the exam?

60 minutes; candidates taking the examination in a language other than their native or working language may be awarded 25% extra time (75 minutes total).

What is the passing score?

26 correct answers out of 40 marks (65%).

How much does the exam cost?

Fees vary by seller and package. U.S. authorized provider ITSM Academy lists USD 1,740 (discounted from USD 1,995) for its instructor-led virtual ITIL (Version 5) Foundation course including the official examination voucher and official digital eBook. This is a combined course-and-exam package, not a standalone or universal examination fee. PeopleCert Plus membership is optional; confirm final package selections and applicable taxes with the provider.

Official sources and references

Confirm current exam arrangements with the exam provider.