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EXIN ITIL 4 Foundation Sample Questions:

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

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

2. Which organization delivers outputs or outcomes of a service?

A) A service provider delivers outputs of the service
B) A service consumer delivers outputs of the service
C) A service provider delivers outcomes of the service
D) A service consumer delivers outcomes of the service

3. What is CORRECT about service request management?

A) A new procedure is required for each new service request
B) Complex service request procedures should be avoided
C) Compliments can be handled as service requests
D) Service requests can be used to restore service

4. Which is a risk that might be removed from a service consumer by an IT service?

A) Service provider ceasing to trade
B) Failure of server hardware
C) Cost of purchasing servers
D) Security breach

5. What is typically needed to assign complex incidents to support groups?

A) The incident priority
B) A change schedule
C) A self-help tool
D) The incident category

Solutions: