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EXIN ITIL Foundation (V4) Sample Questions:

1. Which skill is required by the 'service level management' practice?

A) Event monitoring
B) Supplier management
C) Problem management
D) Technical expertise

2. Which describes a 'change authority'?

A) A tool used to help changes
B) A person who approves a change
C) A model used to determine who will assess a change
D) A way to manage the people aspects of change

3. Which practice balance management of risk with maximizing throughput?

A) Incident management
B) Continual improvement
C) Problem management
D) Change enablement

4. What impact does automation have on a service desk?

A) Ability to work from a single centralised location
B) Less low level work and a greater ability to focus on user experience
C) Increased phone contact and a reduced ability to focus on user experience
D) Ability to work from multiple locations, geographically dispersed

5. What is the purpose of problem management?

A) Helps direct the incident to the correct support area
B) Ensures services are restored as soon as possible
C) Determines how the service provider is perceived
D) Reduces the likelihood and impact of incidents

Solutions: