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EXIN ITIL 4 Foundation Sample Questions:

1. Which is the MOST LIKELY way of resolving major incidents?

A) Users establishing a resolution using self-help
B) A temporary team working together to identify a resolution
C) The service desk identifying the cause and a resolution
D) A support team following detailed procedures for investigating the incident

2. What is defined as any financially valuable component that can contribute to the delivery of a service?

A) IT asset
B) Configuration item
C) Event
D) Product

3. Which are elements of the service value system?

A) Governance, service value chain, practices
B) Customer value, stakeholder value, organization
C) Outcomes, utility, warranty
D) Service provision, service consumption, service relationship management

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

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

5. Which can a change schedule be used for?

A) Tracking and managing improvement ideas from identification through to final action
B) Speeding up the planning and authorization of emergency changes
C) Providing a means of initiating and assessing normal changes
D) Providing information about deployed changes to help manage incidents and problems

Solutions: