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EXIN ITIL Foundation (V4) Sample Questions:

1. What does the 'service request management' practice depend on for maximum efficiency?

A) Processes and procedures
B) Self-service tools
C) Compliments and complaints
D) Incident management

2. Which practice makes new services available for use?

A) Release management
B) IT asset management
C) Deployment management
D) Change enablement

3. Why should incidents be prioritized?

A) To encourage a high level of collaboration within and between teams
B) To identify which support team the incident should be escalated to
C) To help automated matching of incidents to problems or known errors
D) To ensure that incidents with the highest business impact are resolved first

4. What is the purpose of the 'monitoring and event management' practice?

A) To capture demand for incident resolution and service requests
B) To restore normal service operation as quickly as possible
C) To systematically observe services and service components
D) To manage workarounds and known errors

5. What are the ITIL guiding principles used for?

A) To direct and control an organization
B) To help an organization make good decisions
C) To identify activities that an organization must perform in order to deliver a valuable service
D) To ensure that an organization's performance continually meets stakeholders' expectations

Solutions: