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EXIN ITIL Foundation (V4) Sample Questions:

1. Which practice recommends using tools for collaboration and the automated matching of symptoms?

A) Problem management
B) Service level management
C) Service request management
D) Incident management

2. What is the PRIMARY use of a change schedule?

A) To support the 'incident management' practice and improvement planning
B) To manage emergency changes
C) To manage standard changes
D) To plan changes and help avoid conflicts

3. Which statement about output is correct?

A) They consist of several outcomes.
B) They describes how the service performs.
C) They capture customer demand for services
D) They contribute to the achievement of outcomes

4. What three elements make up the Service Portfolio?

A) Customer portfolio, configuration management system and service catalogue
B) Service pipeline, configuration management system and service catalogue
C) Customer portfolio, service catalogue and retired services
D) Service pipeline, service catalogue and retired services

5. Why should incidents be prioritized?

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

Solutions: