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EXIN ITIL Foundation (V4) Sample Questions:

1. Which phase of problem management includes analysing incidents to look for patterns and trends?

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

2. What is the starting point for optimization?

A) Determining where the most positive impact would be
B) Securing stakeholder engagement
C) Standardizing practices and services
D) Understanding the vision and objectives of the organization

3. Which is a use of the change schedule?

A) Creating change models
B) Automating the change process
C) Deciding the approval authority for changes
D) Assigning resources to changes

4. Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

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

5. What are the MOST important skills required by service desk staff?

A) Incident analysis skills
B) Problem resolution skills
C) Supplier management skills
D) Technical skills

Solutions: