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EXIN ITIL 4 Foundation Sample Questions:

1. Which action is performed by a service provider?

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

2. Which usually requires a team of representatives from many stakeholder groups?

A) Fulfilling a service request
B) Investigating a major incident
C) Authorizing an emergency change
D) Logging a new problem

3. Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?

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

4. What is the purpose of the 'problem management' practice?

A) To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
B) To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services
C) To protect the information needed by the organization to conduct its business
D) To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

5. Which of the following statements is included in the 'improve' value chain activity's purpose?

A) Ensure a shared understanding of the improvement direction for services across the organization
B) Ensure services continually meet expectations for quality, costs, and time to market
C) Ensure continual engagement and good relationships with all stakeholders
D) Ensure the continual improvement of practices across all value chain activities

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