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EXIN ITIL 4 Foundation Sample Questions:

1. What is defined as any component that needs to be managed in order to deliver an IT service?

A) An incident
B) A service request
C) A configuration item (CI)
D) An IT asset

2. Which statement BEST describes the value of service strategy to the business?

A) It reduces unplanned costs through optimized handling of service outages
B) It enables the service provider to understand what levels of service will make their customers successful
C) It reduces the duration and frequency of service outages
D) It allows higher volumes of successful change

3. What are the MOST important skills required by service desk staff?

A) Incident analysis skills
B) Technical skills
C) Problem resolution skills
D) Supplier management skills

4. Which practice owns and manages issues, queries and requests from users?

A) Change control
B) Service desk
C) Incident management
D) Problem management

5. Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

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

Solutions: