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EXIN ITIL 4 Foundation Sample Questions:

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

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

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

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

3. When should a full risk assessment and authorization be carried out for a standard change?

A) At least once a year
B) When the procedure for the standard change is created
C) When an emergency change is requested
D) Each time the standard change is implemented

4. How should the workflow for a new service request be designed?

A) Avoid workflows for simple service requests
B) Leverage existing workflows whenever possible
C) Use a single workflow for all types of service request
D) Use different workflows for each type of service request

5. When planning 'continual improvement', which approach for assessing the current state of a service is CORRECT?

A) An organization should always use a single technique to ensure metrics are consistent
B) An organization should always use an approach that combines Lean, Agile and DevOps methodologies
C) An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
D) An organization should always develop competencies in methodologies and techniques that will meet their needs

Solutions: