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EXIN ITIL 4 Foundation Sample Questions:

1. What is a change schedule PRIMARILY used for?

A) To help plan emergency changes
B) To help manage normal changes
C) To help authorize standard changes
D) To help assign a change authority

2. Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?

A) Focus on value
B) Think and work holistically
C) Start where you are
D) Optimize and automate

3. Which is the FIRST action when optimizing a service?

A) Implement the improvements
B) Understand the organizational context
C) Assess the current state
D) Agree the future state

4. Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?

A) Service request management
B) Service level management
C) Incident management
D) Problem management

5. Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?

A) Service request management
B) Continual improvement
C) Problem management
D) Service desk

Solutions: