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EXIN ITIL 4 Foundation Sample Questions:

1. Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?

A) Problem management
B) Service desk
C) Release management
D) Supplier management

2. Where should all master copies of controlled software and documentation be stored?

A) In the definitive capacity library
B) In the definitive security library
C) In the definitive media library
D) In the definitive production library

3. Which practice updates information relating to symptoms and business impact?

A) Service request management
B) Service level management
C) Incident management
D) Change control

4. What is a definition of a service improvement plan (SIP)?

A) An input from availability management to service level management, detailing the service design plan
B) A formal plan to implement improvements to a customer's business processes
C) A formal plan to implement improvements to a service or process
D) An input from financial management for IT services to service level management, detailing the budget plan

5. What are the MOST important skills required by service desk staff?

A) Technical skills
B) Problem resolution skills
C) Supplier management skills
D) Incident analysis skills

Solutions: