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EXIN ITIL 4 Foundation Sample Questions:

1. Which helps to streamline the fulfilment of service requests?

A) Eliminating service requests which have complex workflows
B) Creating new workflows for every service request
C) Separating requests relating to service failures from the degradation of services
D) Understanding which service requests can be accomplished with limited approvals

2. What is the MOST LIKELY reason that incident management would need a temporary team to work together?

A) So users can resolve their own incidents with self-help
B) To resolve a complex or major incident
C) To escalate an incident to a supplier or partner
D) So customers and users are provided with timely updates

3. Which is recommended as part of the 'progress iteratively with feedback' guiding principle?

A) Organize work into small manageable units
B) Prohibit changes to plans after they have been finalized
C) Analyze the whole situation in detail before taking any action
D) Reduce the number of steps that produce tangible results

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

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

5. What is a set of specialized organizational capabilities for enabling value for customers in the form of services?

A) Service consumption
B) Service management
C) Service provision
D) Service offering

Solutions: