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EXIN ITIL 4 Foundation Sample Questions:

1. Which statement about problems is CORRECT?

A) Problems must be resolved quickly in order to restore normal business activity
B) Problem prioritization involves risk assessment
C) Problems are not related to incidents
D) Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis

2. Which of the four dimensions focuses on roles, responsibilities, and systems of authority?

A) Partners and suppliers
B) Value streams and processes
C) Information and technology
D) Organizations and people

3. Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?

A) Service desk
B) Service level management
C) Service request management
D) Service configuration management

4. Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?

A) Perform baseline assessments
B) Execute improvement actions
C) Define measurable targets
D) Evaluate measurements and metrics

5. Which will NOT be handled as a service request?

A) A complaint about a support team
B) The provision of a laptop
C) The replacement of a toner cartridge
D) The degradation of a service

Solutions: