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EXIN ITIL 4 Foundation Sample Questions:

1. What is the difference between the 'incident management' and 'service desk' practices?

A) Incident management manages interruptions to services, service desk monitors achieved service quality
B) Incident management resolves complex issues, service desk resolves simpler issues
C) Incident management restores service operation, service desk provides communication with users
D) Incident management resolves issues, service desk investigates the underlying causes of issues

2. Which practice needs people who understand complex systems and have creative and analytical skills?

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

3. When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?

A) Feedback loop
B) Minimum viable product
C) Direct observation
D) Analysis paralysis

4. Identify the missing word in the following sentence.
The purpose of the 'supplier management' practice is to ensure that the organization's suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.

A) defined
B) rewarded
C) measured
D) managed

5. What is the definition of warranty?

A) A means of identifying events that could cause harm or loss
B) A means of determining whether a service is fit for use
C) A means of identifying a result for a stakeholder
D) A means of determining whether a service is fit for purpose

Solutions: