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EXIN ITIL 4 Foundation Sample Questions:

1. Which is an example of a problem control activity?

A) Documenting the steps in a workaround
B) Re-assessing a known error to understand the ongoing impact
C) Implementing a technical fix to resolve an issue
D) Reviewing incident records to identify trends

2. Which role approves the cost of services?

A) Customer
B) Sponsor
C) User
D) Change authority

3. Which statement about standard changes is CORRECT?

A) The change can be implemented with less testing if necessary
B) A full assessment should be completed each time the change is implemented
C) The appropriate change authority should be assigned to each type of change
D) The change does not require additional authorization

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

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

5. Which of the following ensures that a service provider and a service consumer continually co- create value?

A) Service relationship management
B) Service level management
C) Service consumption
D) Service offerings

Solutions: