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EXIN ITIL 4 Foundation Sample Questions:

1. What is a cause, or potential cause, of one or more incidents?

A) An incident
B) A workaround
C) A problem
D) A configuration item

2. How are target resolution times used in the 'incident management' practice?

A) They are initiated, approved, and managed to ensure that predictable responses are achieved
B) They are scheduled, assessed and authorized to reduce the risk of service failures
C) They are agreed, documented, and communicated to help set user expectations
D) They are established, reviewed, and reported to ensure that customers are happy with the service

3. Which practice recommends the use of event-based surveys to gather feedback from customers?

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

4. A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?

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

5. Which statement about service relationship management is CORRECT?

A) It focuses on the service actions performed by users
B) It focuses on the fulfilment of the agreed service actions
C) It requires co-operation of both the service provider and service consumer
D) It requires the service consumer to create resources for the service provider

Solutions: