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EXIN ITIL Foundation (V4) Sample Questions:

1. Which TWO types of competence are MOST important 'or service desk staff?
1. Knowledge of business processes
2. Collaboration skills
3. Advanced technical knowledge
4. Workflow design skills

A) 1 and 2
B) 3 and 4
C) 2 and 3
D) 1 and 4

2. Why should incidents be prioritized?

A) To help automated matching of incidents to problems or known errors
B) To encourage a high level of collaboration within and between teams
C) To identify which support team the incident should be escalated to
D) To ensure that incidents with the highest business impact are resolved first

3. Identity the missing word(s) in the blowing sentence.
The purpose of the problem management practice is to reduce the likelihood and impact o' incidents by identifying actual and potential causes of incidents, and managing workarounds and [?].

A) IT assets
B) known errors
C) charges
D) events

4. Which practice helps to ensure that the services delivered to customers are aligned with their needs?

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

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

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

Solutions: