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EXIN ITIL Foundation (V4) Sample Questions:

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

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

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

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

3. Which is part of the 'focus on value' guiding principle?

A) Identifying activities that can be achieved in smaller iterations
B) Assessing services to identify parts that can be reused
C) Understanding what services help the service consumer
D) Reducing the number of steps in the customer experience

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

5. Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?

A) Start where you are
B) Focus on value
C) Think and work holistically
D) Keep it simple and practical

Solutions: