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EXIN ITIL 4 Foundation Sample Questions:

1. Which practice makes use of methods from Lean, Agile and DevOps?

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

2. A user wants to know how to create a report, so they come into contact with the service desk.
Which practice is MOST LIKELY to help with the solution of this issue?

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

3. What is the MOST important reason for prioritizing incidents?

A) To provide links to related changes and known errors
B) To ensure that incidents with highest impact are resolved first
C) To help information-sharing and learning
D) To ensure that user expectations are realistic

4. Which facilitates outcomes that customers want to achieve?

A) IT asset
B) Organization
C) Warranty
D) Service

5. Which practice provides a single point of contact for users?

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

Solutions: