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EXIN ITIL 4 Foundation Sample Questions:

1. What is typically needed to assign complex incidents to support groups?

A) The incident priority
B) A change schedule
C) The incident category
D) A self-help tool

2. Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?

A) Service request management
B) Problem management
C) Service level management
D) Incident management

3. Which is part of the definition of a customer?

A) The role that authorizes budget for service consumption
B) A set of specialized organizational capabilities for enabling value
C) The role that defines the requirements for a service
D) A means of enabling value co-creation

4. Which is a key element of the 'think and work holistically' guiding principle?

A) Assessing which procedures can be re-used when improving a service
B) Using technology for standard tasks to give people time for complex activities
C) Eliminating metrics which do not contribute to achieving an objective
D) Understanding the methods applicable to complex systems

5. Which practice involves the management of vulnerabilities that were not identified before the service went live?

A) Service request management
B) Problem management
C) Service level management
D) Change control

Solutions: