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EXIN ITIL 4 Foundation Sample Questions:

1. Which practice is responsible for moving new or changed components to live or other environments?

A) Deployment management
B) Change enablement
C) Supplier management
D) Release management

2. Which practice helps to ensure that the services delivered to customers are aligned with their needs?

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

3. How should an organization prioritize incidents?

A) Ask the user for their preferred resolution timeframe
B) Use an agreed classification which is based on the business impact of the incident
C) Create an order of incidents based on the dates and times when they were logged
D) Assess the availability of the appropriate support team

4. Which BEST describes the purpose of the 'improve' value chain activity?

A) To organize a major improvement initiative into several smaller initiatives
B) To continually improve all products and services across all value chain activities
C) To make new and improved services and features available for use
D) To ensure a shared understanding of the vision and improvement direction for all products and services

5. Which of the following can be used to access service desks?

A) Email
B) Phone calls
C) Text and social media messaging
D) All of the above

Solutions: