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EXIN ITIL 4 Foundation Sample Questions:

1. Which is an example of a problem control activity?

A) Re-assessing a known error to understand the ongoing impact
B) Reviewing incident records to identify trends
C) Implementing a technical fix to resolve an issue
D) Documenting the steps in a workaround

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

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

3. What is included in the purpose of the 'relationship management' practice?

A) Handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
B) Creating collaborative relationships with key suppliers to uncover and realize new value
C) Setting clear business-based targets so that the delivery of a service can be properly assessed
D) Identifying, analyzing, monitoring, and the continual improvement of relationships with stakeholders

4. What is the MOST important reason for prioritizing incidents?

A) To provide links to related changes and known errors
B) To ensure that user expectations are realistic
C) To ensure that incidents with highest impact are resolved first
D) To help information-sharing and learning

5. For which purpose would the continual improvement practice use a SWOT analysis?

A) Defining the future desired state
B) Ensuring everyone actively participates
C) Understanding the current state
D) Tracking and managing ideas

Solutions: