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EXIN ITIL 4 Foundation Sample Questions:

1. Which describes a CORRECT approach to change authorization?

A) Normal changes are typically implemented as service requests and authorized by the service desk
B) Normal changes should be assessed and authorized before they are deployed
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. In which situation will incident management USUALLY use a separate process?

A) Where the cause must be diagnosed
B) For information security incidents
C) Where no target resolution time exists
D) For low impact incidents

3. A service offering may include goods, access to resources, and service actions. Which is an example of a service action?

A) A service desk agent provides support to a user
B) A license allows a user to install a software product
C) A mobile phone enables a user to work remotely
D) A password allows a user connect to a WiFi network

4. Which statement about the service value chain is CORRECT?

A) Each value chain activity uses different combinations of practices to convert inputs into outputs
B) Each value chain activity identifies a requirement for resources from an external supplier
C) The service value chain converts value into demand
D) The service value chain uses value streams to describe a combination of consumers and providers

5. Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].

A) revised processes
B) new methods
C) additional measurements
D) existing information

Solutions: