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EXIN ITIL 4 Foundation Sample Questions:

1. Which phase of problem management includes analyzing incidents to look for patterns and trends?

A) Post-implementation review
B) Problem identification
C) Error control
D) Problem control

2. How is a 'continual improvement register' used?

A) To record requests for provision of a resource or service
B) To authorize changes to implement improvement initiatives
C) To provide a structured approach to implementing improvements
D) To organize past, present, and future improvement ideas

3. Which statement about service relationship management is CORRECT?

A) It focuses on the fulfilment of the agreed service actions
B) It requires co-operation of both the service provider and service consumer
C) It requires the service consumer to create resources for the service provider
D) It focuses on the service actions performed by users

4. Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?

A) A change model
B) A normal change
C) A standard change
D) An emergency change

5. How should an organization prioritize incidents?

A) Ask the user for their preferred resolution timeframe
B) Create an order of incidents based on the dates and times when they were logged
C) Assess the availability of the appropriate support team
D) Use an agreed classification which is based on the business impact of the incident

Solutions: