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EXIN ITIL Foundation (V4) Sample Questions:

1. A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?

A) As a change request
B) As a problem
C) As an event
D) As a service request

2. What term is used to describe the functionality of a service?

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

3. Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?

A) Service request management
B) Deployment management
C) Service configuration management
D) Change enablement

4. A user contacts the service desk to ask how they can create a report. Which practice is MOST LIKELY to contribute to resolving this issue?

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

5. Which helps to streamline the fulfilment of service requests?

A) Creating new workflows for every service request
B) Separating requests relating to service failures from the degradation of services
C) Understanding which service requests can be accomplished with limited approvals
D) Eliminating service requests which have complex workflows

Solutions: