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EXIN ITIL 4 Foundation Sample Questions:

1. What is CORRECT about service request management?

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

2. What is a user?

A) The role that directs and controls an organization
B) The role that uses services
C) The role that authorizes budget for service consumption
D) The role that defines the requirements for a service

3. Which statement about the purpose of the Monitoring and event management practice is TRUE?

A) Support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
B) Maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorized and managed within a schedule
C) Systematically observe services and service components, and record and report selected changes of state identified as events
D) Minimize the negative impact of incidents by restoring normal service operation as quickly as possible

4. What is defined as any financially valuable component that can contribute to the delivery of a service?

A) Configuration item
B) IT asset
C) Event
D) Product

5. Which is a recommendation of the guiding principle 'think and work holistically'?

A) Conduct a review of existing service management practices and decide what to keep and what to discard
B) Review service management practices and remove any unnecessary complexity
C) Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
D) Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

Solutions: