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EXIN ITIL 4 Foundation Sample Questions:

1. Which describes normal changes?

A) Changes that are typically initiated as service requests
B) Changes that need to be scheduled and assessed following a process
C) Changes that are low-risk and pre-authorized
D) Changes that must be implemented as soon as possible

2. What is a recommendation of the 'focus on value' guiding principle?

A) Focus on value at every step of the improvement
B) Focus on value for the service provider first
C) Make 'focus on value' a responsibility of the management
D) Focus on the value of new and significant projects first

3. When should a change request be submitted to resolve a problem?

A) As soon as a solution for the problem has been identified
B) As soon as the analysis of cost, risks and benefits justifies the change
C) As soon as the analysis of the frequency and impact of incidents justifies the change
D) As soon as a workaround for the problem has been identified

4. What defines the requirements for a service and takes responsibility for the outcomes of service consumption?

A) An IT asset
B) A customer
C) A user
D) A configuration item (CI)

5. What helps diagnose and resolve a simple incident?

A) Formation of a temporary team
B) The use of scripts
C) Rapid escalation
D) Problem prioritization

Solutions: