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EXIN ITIL Foundation (V4) Sample Questions:

1. Which of the following is an example of incident?

A) An application is not available during the business hours
B) A user has requested access to a shared repository
C) A user wants to reset the password of a server
D) A backup server is being rebooted while services are running on the primary server

2. Which is an example of improving service utility using service management automation?

A) Reducing the time to compile service data
B) Pre-determined routing of a service request
C) Monitoring service availability
D) Faster resource allocation

3. When should a change request be submitted to resolve a problem?

A) As soon as the analysis of the frequency and impact of incidents justifies the change
B) As soon as a solution for the problem has been identified
C) As soon as a workaround for the problem has been identified
D) As soon as the analysis of cost, risks and benefits justifies the change

4. What should be considered as part of the 'partners and suppliers' dimension?

A) The level of integration and formality involved in the relationships between organizations
B) The activities, workflows, controls and procedures needed to achieve the agreed objectives
C) The required skills and competencies of teams and individual members of the organization
D) The information created, managed and used in the course of service provision and consumption

5. Which practice's purpose includes creating closer more collaborative relationships?

A) Information security management
B) Service configuration management
C) Supplier management
D) Release management

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