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EXIN ITIL 4 Foundation Sample Questions:

1. What actions does a service desk take for all issues, queries and requests that are reported to them?

A) Acknowledge, classify, own
B) Diagnose, investigate, resolve
C) Initiate, approve, fulfil
D) Schedule, assess, authorize

2. What can be used to determine if a service is 'fit for purpose'?

A) Utility
B) Availability
C) Warranty
D) Outcome

3. Which is NOT a component of the service value system?

A) Opportunity and demand
B) Governance
C) Continual improvement
D) The service value chain

4. 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

5. What is a problem that has been analyzed but has not been resolved?

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

Solutions: