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EXIN ITIL 4 Foundation Sample Questions:

1. What is the definition of a known error?

A) A cause, or potential cause, of one or more incident
B) Any change of state that has significance for the management of a service or other configuration item (CI)
C) An unplanned interruption to a service, or reduction in the quality of a service
D) A problem that has been analyzed and has not been resolved

2. How should a process design allow for exceptional situations?

A) Remove the option for process exceptions
B) Create an additional process for each exception
C) Include all exception steps in the main process
D) Create rules to handle exceptions generally

3. Which should be handled by 'service request management'?

A) A request to change a target in a service level agreement
B) A request to resolve an error in a service
C) A request to provide a laptop
D) A request to implement a security patch

4. In which situation will incident management USUALLY use a separate process?

A) Where no target resolution time exists
B) For low impact incidents
C) For information security incidents
D) Where the cause must be diagnosed

5. What is recommended by the guiding principle 'progress iteratively with feedback'?

A) The identification of all interested parts at the start of an improvement initiative
B) An assessment of how all the parts of an organization will affect an improvement initiative
C) An improvement initiative that is broken into a number of manageable sections
D) A current state assessment that is carried out at the start of an improvement initiative

Solutions: