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EXIN ITIL 4 Foundation Sample Questions:

1. Why and how is a user MOST LIKELY to contact the service desk?

A) To report a problem using a mobile app
B) To discuss the cause of an incident via a phone call
C) To request access to a resource via a self-service portal
D) To authorize an emergency change via live chat

2. Which statement about the 'incident management' practice is CORRECT?

A) It authorizes changes to resolve incidents
B) It maintains detailed procedures for diagnosing incidents
C) It identifies the cause of major incidents
D) It resolves the highest impact incidents first

3. When using the 'continual improvement model', which information should be produced by an organization in order to understand where the organization is now?

A) Assessment results
B) Improvement plans
C) Business objectives
D) Measurable targets

4. Which practice nurtures links with stakeholders at strategic and tactical levels?

A) Service level management
B) Relationship management
C) Continual improvement
D) Supplier management

5. Which statement about service requests is CORRECT?

A) Service requests are usually formalized using standard procedures for initiation, approval and fulfilment
B) Service requests require workflows that should use manual procedures and avoid automation
C) Service requests that require simple workflows should be dealt with as incidents
D) Complex service requests should be dealt with as normal changes

Solutions: