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EXIN ITIL 4 Foundation Sample Questions:

1. Which practice nurtures links with stakeholders at strategic and tactical levels?

A) Relationship management
B) Service level management
C) Service desk
D) Supplier management

2. 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

3. How does the 'incident management' practice set user expectations?

A) By using collaboration tools to communicate effectively
B) By automated matching of incidents to known errors
C) By assigning resources to ensure that all incidents are resolved as quickly as possible
D) By agreeing, and communicating target resolution times

4. Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?

A) Relationship management
B) Service level management
C) Service desk
D) Monitoring and event management

5. Which statement about change authorities is CORRECT?

A) Change authorities are only required for authorizing emergency changes
B) Change authorities are assigned when each change is deployed
C) Change authorities are assigned for each type of change and change model
D) Change authorities are only required for authorizing normal changes

Solutions: