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EXIN ITIL 4 Foundation Sample Questions:

1. Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?

A) Wholesale customer view
B) Supporting services view
C) Retail customer view
D) Service-based SLA view

2. Which guiding principle helps to ensure that better information is available for decision making?

A) Optimize and automate
B) Keep it simple and practical
C) Think and work holistically
D) Collaborate and promote visibility

3. What should be used to set user expectations for request fulfillment times?

A) The consumer demand for the service
B) The service levels of the supplier
C) The time that the customer indicates for service delivery
D) The time needed to realistically deliver the service

4. Which statement about the known error database (KEDB) is CORRECT?

A) It is a part of the configuration management database (CMDB) and contains workarounds
B) It is maintained by problem management and is used by the service desk to help resolve incidents
C) It is maintained by incident management and contains solutions to be implemented by problem management
D) It is maintained by the service desk and updated with the details of each new incident

5. What are the three phases of 'problem management'?

A) Problem logging, problem classification, problem resolution
B) Problem identification, problem control, error control
C) Problem analysis, error identification, incident resolution
D) Incident management, problem management, change control

Solutions:

Question # 1 Answer: B

Question # 2 Answer: D

Question # 3 Answer: D

Question # 4 Answer: B

Question # 5 Answer: B