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EXIN ITIL 4 Foundation Sample Questions:

1. Which is the MOST LIKELY way of resolving major incidents?

A) The service desk identifying the cause and a resolution
B) Users establishing a resolution using self-help
C) A temporary team working together to identify a resolution
D) A support team following detailed procedures for investigating the incident

2. Which statement about managing incidents is CORRECT?

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

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

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

4. Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?

A) A change model
B) A normal change
C) An emergency change
D) A standard change

5. Which practice requires skills and competencies related to business analysis, supplier management and relationship management?

A) Service level management
B) Monitoring and event management
C) IT asset management
D) Incident management

Solutions: