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EXIN ITIL 4 Foundation Sample Questions:

1. A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?

A) Change enablement
B) Service request management
C) Problem management
D) Incident management

2. Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific circumstances?

A) Service value chain
B) Practices
C) Continual improvement
D) Guiding principles

3. Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?

A) Progress iteratively with feedback
B) Collaborate and promote visibility
C) Think and work holistically
D) Start where you are

4. Which practice nurtures links with stakeholders at strategic and tactical levels?

A) Relationship management
B) Service desk
C) Supplier management
D) Service level management

5. What is the PRIMARY use of a change schedule?

A) To support the 'incident management' practice and improvement planning
B) To manage emergency changes
C) To manage standard changes
D) To plan changes and help avoid conflicts

Solutions: