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EXIN ITIL 4 Foundation Sample Questions:

1. Which process works with incident management to ensure that security breaches are detected and logged?

A) Change management
B) Service level management
C) Access management
D) Continual service improvement

2. A user wants to know how to create a report, so they come into contact with the service desk.
Which practice is MOST LIKELY to help with the solution of this issue?

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

3. What is the MOST LIKELY reason that incident management would need a temporary team to work together?

A) So customers and users are provided with timely updates
B) To escalate an incident to a supplier or partner
C) So users can resolve their own incidents with self-help
D) To resolve a complex or major incident

4. Which is an example of a service request?

A) A request to implement a security patch
B) A request to investigate the cause of an incident
C) A request for access to a file
D) A request for normal operation to be restored

5. What is included in the purpose of the 'relationship management' practice?

A) Setting clear business-based targets so that the delivery of a service can be properly assessed
B) Identifying, analyzing, monitoring, and the continual improvement of relationships with stakeholders
C) Handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
D) Creating collaborative relationships with key suppliers to uncover and realize new value

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