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EXIN ITIL 4 Foundation Sample Questions:

1. How is a 'continual improvement register' used?

A) To provide a structured approach to implementing improvements
B) To organize past, present, and future improvement ideas
C) To record requests for provision of a resource or service
D) To authorize changes to implement improvement initiatives

2. Which helps to streamline the fulfilment of service requests?

A) Separating requests relating to service failures from the degradation of services
B) Creating new workflows for every service request
C) Understanding which service requests can be accomplished with limited approvals
D) Eliminating service requests which have complex workflows

3. Which practice involves the management of vulnerabilities that were not identified before the service went live?

A) Service level management
B) Problem management
C) Service request management
D) Change control

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

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

5. Which practice conducts reviews to validate that services are covering the needs of the customer?

A) Service level management
B) Service desk
C) Monitoring and event management
D) Change enablement

Solutions: