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EXIN ITIL 4 Foundation Sample Questions:

1. Which is an activity of the 'problem management' practice?

A) Restoration of normal service operation as quickly as possible
B) Prioritization of problems based on the risk that they pose
C) Authorization of changes to resolve the cause of problems
D) Resolution of incidents in a time that meets customer expectations

2. How can a service consumer contribute to the reduction of risk?

A) By providing the service in accordance with requirements
B) By ensuring that the service provider's resources are correctly configured
C) By managing the detailed level of risk on behalf of the service provider
D) By fully understanding their own requirements for the service

3. Which is an external input to the service value chain?

A) Feedback loops
B) The 'improve' value chain activity
C) Customer requirements
D) An overall plan

4. What is the MOST LIKELY reason that incident management would need a temporary team to work together?

A) So customers and users are provided with timely updates
B) To resolve a complex or major incident
C) To escalate an incident to a supplier or partner
D) So users can resolve their own incidents with self-help

5. How should a process design allow for exceptional situations?

A) Include all exception steps in the main process
B) Create an additional process for each exception
C) Remove the option for process exceptions
D) Create rules to handle exceptions generally

Solutions: