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EXIN ITIL 4 Foundation Sample Questions:

1. Which practice owns and manages issues, queries and requests from users?

A) Incident management
B) Problem management
C) Service desk
D) Change control

2. Which of these should be logged and managed as a problem?

A) Trend analysis shows a large number of similar incidents
B) A monitoring tool detects a change of state for a service
C) A user requests delivery of a laptop
D) 'Continual improvement' needs to prioritize an improvement opportunity

3. What is a definition of a service improvement plan (SIP)?

A) An input from financial management for IT services to service level management, detailing the budget plan
B) A formal plan to implement improvements to a service or process
C) An input from availability management to service level management, detailing the service design plan
D) A formal plan to implement improvements to a customer's business processes

4. Which processes are responsible for the regular review of underpinning contracts?

A) Supplier management and service level management
B) Supplier management and availability management
C) Supplier management and change management
D) Availability management and service level management

5. Which activity is part of the 'continual improvement' practice?

A) Providing a clear path for users to report issues, queries, and requests
B) Identifying and logging opportunities
C) Populating and maintaining the asset register
D) Delivering tactical and operational engagement with customers

Solutions: