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EXIN ITIL 4 Foundation Sample Questions:

1. Which statement about problems is CORRECT?

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

2. What impact does automation have on a service desk?

A) Ability to work from a single centralized location
B) Ability to work from multiple locations, geographically dispersed
C) Increased phone contact and a reduced ability to focus on user experience
D) Less low level work and a greater ability to focus on user experience

3. Which describes the 'plan' value chain activity?

A) It ensures that services are delivered and supported according to agreed specifications and stakeholders' expectations
B) It ensures that service components are available when and where they are needed, and meet agreed specifications
C) It ensures continual improvement of products, services, and practices across all value chain activities
D) It ensures a shared understanding of the current status and vision for all products and services across the organization

4. What is important for a 'continual improvement register' (CIR)?

A) Improvement ideas are documented, assessed and prioritized
B) Improvement ideas are tested, funded and agreed
C) Improvement ideas from many sources are kept in a single CIR
D) Improvement ideas that are not being actioned immediately are removed from the CIR

5. A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?

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

Solutions: