ITIL-FND Exam Details

  • Exam Code
    :ITIL-FND
  • Exam Name
    :ITIL Foundation - IT Service Management
  • Certification
    :ITIL Certifications
  • Vendor
    :ITIL
  • Total Questions
    :1184 Q&As
  • Last Updated
    :May 26, 2026

ITIL ITIL-FND Online Questions & Answers

  • Question 101:

    Which is NOT a component of the service value system?

    A. The service value chain
    B. Opportunity and demand
    C. Continual improvement
    D. Governance

  • Question 102:

    What is used as a tool to help define and measure performance?

    A. A continual improvement register
    B. An incident record
    C. A change schedule
    D. A service level agreement

  • Question 103:

    Which one of the following are the two primary elements that create value for customers?

    A. Value on investment (VOI) and return on investment (ROI)
    B. Customer and user satisfaction
    C. Service requirements and warranty
    D. Resources and capabilities

  • Question 104:

    What is the first dimension of service management?

    A. Information and Technology
    B. Organizations and people
    C. Partners and Suppliers
    D. Value Streams and Processes

  • Question 105:

    Which is included in the purpose of the `design and transition' value chain activity?

    A. Ensuring that service components are available when needed
    B. Providing transparency and good stakeholder relationships
    C. Supporting services according to specifications
    D. Continually meeting stakeholder expectations for costs

  • Question 106:

    How are groups, teams, departments and divisions classified?

    A. Processes
    B. Functions
    C. Roles
    D. Technicians

  • Question 107:

    Identify the missing words from the following sentence.

    Regarding the Continual Improvement Model, "Organizational change management and __________ practices should be used to embed the changes in the organization and ensure that the improvements and the changed behaviours are not

    at risk of reversion."

    A. Service Level Management
    B. Knowledge Management
    C. Problem Management
    D. Service Request Management

  • Question 108:

    Which of the following should be documented in an incident model?

    1. Details of the service level agreement (SLA) pertaining to the incident

    2.

    Chronological order of steps to resolve the incident

    A. 1 only
    B. 2 only
    C. Both of the above
    D. Neither of the above

  • Question 109:

    Which entity is used to store and protect the authorized versions of all media Configuration Items (CIs)?

    A. Business Impact Analysis (BIA)
    B. Configuration management database (CMDB)
    C. Configuration Management System (CMS)
    D. Definitive Media Library (DML)

  • Question 110:

    What is the primary focus of component capacity management?

    A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology
    B. Review of all capacity supplier agreements and underpinning contracts with supplier management
    C. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services
    D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion

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