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EXIN ITIL 4 Foundation Sample Questions:

1. Which of these activities is carried out as part of 'problem management'?

A) Escalating incidents to a support team for resolution
B) Diagnosing and resolving incidents
C) Creating incident records
D) Trend analysis of incident records

2. Which value chain activity ensures that service components meet agreed specifications?

A) Design and transition
B) Deliver and support
C) Plan
D) Obtain/build

3. Which practice needs people who understand complex systems and have creative and analytical skills?

A) Problem management
B) Change enablement
C) Service level management
D) Service request management

4. How should an organization adopt continual improvement methods?

A) Select a single method for all improvements that the organization handles
B) Use a new method for each improvement the organization handles
C) Build the capability to use as many improvement methods as possible
D) Select a few key methods for the types of improvement that the organization handles

5. What is used as a tool to help define and measure performance?

A) A continual improvement register
B) An incident record
C) A change schedule
D) A service level agreement

Solutions: