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EXIN ITIL 4 Foundation Sample Questions:

1. Which describes a CORRECT approach to change authorization?

A) Normal changes should be assessed and authorized before they are deployed
B) Normal changes are typically implemented as service requests and authorized by the service desk
C) Emergency changes should be authorized by as many people as possible to reduce risk
D) Changes included in the change schedule are pre-authorized and do not need additional authorization

2. Which two practices interact the MOST with the service desk practice?

A) Incident management and service request management
B) Change enablement and incident management
C) Deployment management and change enablement
D) Service request management and deployment management

3. Which is the FIRST action when optimizing a service?

A) Agree the future state
B) Understand the organizational context
C) Assess the current state
D) Implement the improvements

4. Which phase of problem management includes analyzing incidents to look for patterns and trends?

A) Error control
B) Problem identification
C) Problem control
D) Post-implementation review

5. Which is handled as a service request?

A) An investigation to identify the cause of an incident
B) The failure of an IT service
C) An emergency change to implement a security patch
D) A compliment about an IT support team

Solutions: