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EXIN ITIL 4 Foundation Sample Questions:

1. Which helps to manage an incident when it is unclear which support team should be working on the incident?

A) Target resolution times
B) Disaster recovery plans
C) Swarming
D) Self-help

2. Which statement about 'continual improvement' is CORRECT?

A) All improvement ideas should be logged in a single 'continual improvement register'
B) Everyone in the organization is responsible for some aspects of 'continual improvement'
C) A single team should carry out 'continual improvement' across the organization
D) 'Continual improvement' should have minimal interaction with other practices

3. What is used to link activities within the service value chain?

A) Inputs, outputs and triggers
B) Service level agreements
C) Opportunity, demand and value
D) Service desk

4. A user contacts the service desk to ask how they can create a report. Which practice is MOST LIKELY to contribute to resolving this issue?

A) Incident management
B) Change enablement
C) Service level management
D) Service request management

5. What type of charge is often used for resolving incidents or implementing security patches?

A) Change model
B) Normal change
C) Emergency change
D) Standard change

Solutions: