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EXIN ITIL Foundation (V4) Sample Questions:

1. Which statement about service requests is CORRECT?

A) Service requests are usually formalized using standard procedures for initiation, approval and fulfilment
B) Service requests require workflows that should use manual procedures and avoid automation
C) Complex service requests should be dealt with as normal changes
D) Service requests that require simple workflows should be dealt with as incidents

2. Which is the BEST type of resource for investigating complex incidents?

A) Disaster recovery plans
B) Self-help systems
C) Knowledgeable support staff
D) Detailed work instructions

3. What does the 'service request management' practice depend on for maximum efficiency?

A) Self-service tools
B) Processes and procedures
C) Compliments and complaints
D) Incident management

4. What is defined as "any component that needs to be managed in order to deliver an IT service"?

A) A change
B) A configuration item
C) An IT asset
D) An event

5. What helps diagnose and resolve a simple incident?

A) The use of scripts
B) Rapid escalation
C) Problem prioritization
D) Formation of a temporary team

Solutions: