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EXIN ITIL 4 Foundation Sample Questions:

1. What may form part of a service request procedure?

A) The method of diagnosing the cause
B) Escalation to the appropriate change authority
C) Authorization in accordance with a security policy
D) The timescale for restoration of service

2. How should a process design allow for exceptional situations?

A) Remove the option for process exceptions
B) Include all exception steps in the main process
C) Create an additional process for each exception
D) Create rules to handle exceptions generally

3. What must always be done before an activity is automated?

A) Check that the activity has already been optimized
B) Ensure the solution removes the need for human intervention
C) Ensure that DevOps has been successfully implemented
D) Check that suitable new technology has been purchased

4. Which is included in the purpose of the 'change enablement' practice?

A) Plan and manage the full lifecycle of all IT assets
B) Record and report selected changes of state
C) Make new and changed services available for use
D) Ensure that risks have been properly assessed

5. Which practice minimizes the impact on normal service operation by managing resources in response to unplanned reductions in service quality?

A) Change enablement
B) Continual improvement
C) Service level management
D) Incident management

Solutions: