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EXIN ITIL 4 Foundation Sample Questions:

1. How can a service consumer contribute to the reduction of risk?

A) By ensuring that the service provider's resources are correctly configured
B) By managing the detailed level of risk on behalf of the service provider
C) By providing the service in accordance with requirements
D) By fully understanding their own requirements for the service

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

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

3. What should remain constant within an organization, even when the organizations objectives change?

A) Outputs
B) Guiding principles
C) Service offerings
D) Outcomes

4. Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?

A) Continual improvement
B) Service request management
C) Service desk
D) Problem management

5. Which TWO are important aspects of the 'service request management' practice?
1. Standardization and automation
2. Providing a variety of channels for access
3. Establishing a shared view of targets
4. Policies for approvals

A) 1 and 2
B) 1 and 4
C) 2 and 3
D) 3 and 4

Solutions: