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EXIN ITIL 4 Foundation Sample Questions:

1. Why and how is a user MOST LIKELY to contact the service desk?

A) To authorize an emergency change via live chat
B) To request access to a resource via a self-service portal
C) To report a problem using a mobile app
D) To discuss the cause of an incident via a phone call

2. Identify the missing word in the following sentence.
The purpose of the 'supplier management' practice is to ensure that the organization's suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.

A) defined
B) measured
C) rewarded
D) managed

3. What is the customer of a service responsible for?

A) Defining the requirements for the service
B) Provisioning the service
C) Authorizing the budget for the service
D) Using the service

4. When should a workaround be created?

A) When a problem cannot be resolved quickly
B) As soon as possible, once the incident is logged
C) After the resolution of a problem
D) When a potential permanent solution has been identified

5. Which step of the continual improvement model includes baseline assessments?

A) Did we get there?
B) Where are we now?
C) Where do we want to be?
D) What is the vision?

Solutions: