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EXIN ITIL 4 Foundation Sample Questions:

1. How should an organization prioritize incidents?

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

2. Which organization delivers outputs or outcomes of a service?

A) A service provider delivers outputs of the service
B) A service consumer delivers outputs of the service
C) A service provider delivers outcomes of the service
D) A service consumer delivers outcomes of the service

3. Which statement about service relationship management is CORRECT?

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

4. Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?

A) Partners and suppliers
B) Information and technology
C) Organizations and people
D) Value streams and processes

5. What is the purpose of the 'incident management' practice?

A) To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
B) To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
C) To support the agreed service quality by effective handling of all agreed user-initiated service requests
D) To capture demand for incident resolution and service requests

Solutions: