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Updated: Jun 12, 2026
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EXIN ITIL 4 Foundation Sample Questions:
1. Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?
A) Deliver and support
B) Improve
C) Design and transition
D) Plan
2. A user contacts the service desk to ask how they can create a report. Which practice is MOST LIKELY to contribute to resolving this issue?
A) Service request management
B) Service level management
C) Change enablement
D) Incident management
3. What is the MOST LIKELY reason that incident management would need a temporary team to work together?
A) To resolve a complex or major incident
B) So customers and users are provided with timely updates
C) To escalate an incident to a supplier or partner
D) So users can resolve their own incidents with self-help
4. Which is handled as a service request?
A) The failure of an IT service
B) An investigation to identify the cause of an incident
C) A compliment about an IT support team
D) An emergency change to implement a security patch
5. What can be used to determine if a service is 'fit for purpose'?
A) Availability
B) Outcome
C) Utility
D) Warranty
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: A | Question # 3 Answer: A | Question # 4 Answer: C | Question # 5 Answer: C |
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