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EXIN ITIL 4 Foundation Sample Questions:

1. Which practice guarantees that users have a range of access channels to choose from to report problems?

A) Service level management
B) Change enablement
C) Incident management
D) Service desk

2. Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?

A) Supplier management
B) Change control
C) Relationship management
D) Service desk

3. Which is an example of a problem control activity?

A) Documenting the steps in a workaround
B) Re-assessing a known error to understand the ongoing impact
C) Implementing a technical fix to resolve an issue
D) Reviewing incident records to identify trends

4. Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?

A) A standard change
B) A change model
C) A normal change
D) An emergency change

5. Which guiding principle is PRIMARILY concerned with end-to-end service delivery?

A) Focus on value
B) Collaborate and promote visibility
C) Optimize and automate
D) Think and work holistically

Solutions: