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EXIN ITIL 4 Foundation Sample Questions:

1. Why and how is a user MOST LIKELY to contact the service desk?

A) To authorize an emergency change via live chat
B) To discuss the cause of an incident via a phone call
C) To report a problem using a mobile app
D) To request access to a resource via a self-service portal

2. Which statement about managing incidents is CORRECT?

A) Incidents with the lowest impact should be resolved first
B) Low impact incidents should be resolved efficiently, making logging unnecessary
C) Low impact incidents should be resolved efficiently so the resource required is reduced
D) The 'incident management' practice should use a single process regardless of the impact of the incident

3. Which describes outcomes?

A) Tangible or intangible deliverables
B) Results desired by a stakeholder
C) Functionality offered by a product or service
D) Configuration of an organization's resources

4. Which action is performed by a service provider?

A) Ensuring access to agreed resources
B) Authorizing budget for service consumption
C) Requesting required service actions
D) Receiving of the agreed goods

5. What can be used to determine if a service is 'fit for purpose'?

A) Utility
B) Outcome
C) Warranty
D) Availability

Solutions: