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EXIN ITIL Foundation (V4) Sample Questions:

1. What type of change is often used for resolving incidents or implementing security patches?

A) Standard change
B) Emergency change
C) Change model
D) Normal change

2. Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?

A) Error control
B) Problem identification
C) Problem analysis
D) Problem control

3. Which statement about the 'service desk1 practice is CORRECT?

A) It carries out change assessment and authorization
B) It investigates the cause of incidents
C) It needs a practical understanding of the business processes
D) It provides a link with stakeholders at strategic and tactical levels

4. Which guiding principle is PRIMARILY concerned with end-to-end service delivery?

A) Think and work holistically
B) Focus on value
C) Collaborate and promote
D) Optimize and automate

5. A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.

A) outputs
B) costs
C) outcomes
D) risks

Solutions: