EXIN ITILFNDv4 : ITIL 4 Foundation

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EXIN ITIL 4 Foundation Sample Questions:

1. Which is the MOST LIKELY way of resolving major incidents?

A) A temporary team working together to identify a resolution
B) The service desk identifying the cause and a resolution
C) A support team following detailed procedures for investigating the incident
D) Users establishing a resolution using self-help

2. What is the MOST important reason for prioritizing incidents?

A) To ensure that incidents with highest impact are resolved first
B) To help information-sharing and learning
C) To provide links to related changes and known errors
D) To ensure that user expectations are realistic

3. What can be described as an operating model for the creation and management of products and services?

A) Practices
B) Governance
C) Service value chain
D) Guiding principles

4. Which is handled as a service request?

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

5. For which purpose would the continual improvement practice use a SWOT analysis?

A) Defining the future desired state
B) Understanding the current state
C) Ensuring everyone actively participates
D) Tracking and managing ideas

Solutions: