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EXIN ITIL 4 Foundation Sample Questions:

1. Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?

A) Service desk
B) Service configuration management
C) Problem management
D) Deployment management

2. Which practice has the purpose of ensuring that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services?

A) Relationship management
B) Release management
C) Service management
D) Supplier management

3. Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?

A) Evaluate measurements and metrics
B) Execute improvement actions
C) Define measurable targets
D) Perform baseline assessments

4. Which is an activity of the 'problem management' practice?

A) Resolution of incidents in a time that meets customer expectations
B) Authorization of changes to resolve the cause of problems
C) Prioritization of problems based on the risk that they pose
D) Restoration of normal service operation as quickly as possible

5. What is defined as a change of state that has significance for the management of an IT service?

A) Problem
B) Incident
C) Known error
D) Event

Solutions: