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EXIN ITIL 4 Foundation Sample Questions:

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

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

2. Which practice recommends using tools for collaboration and the automated matching of symptoms?

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

3. Which of the following statements about 'outcomes' is TRUE?

A) Outcomes provide assurance to stakeholders regarding the performance of a service
B) The delivery of products to a stakeholder is enabled by outcomes
C) The level of expenses regarding a technology for a service is defined by an outcome
D) An outcome depends on at least one output to deliver a result

4. What is typically needed to assign complex incidents to support groups?

A) A self-help tool
B) The incident priority
C) The incident category
D) A change schedule

5. Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'?

A) Only add controls and metrics when they are needed
B) Design controls and metrics first, then remove those not adding value
C) Design controls and metrics and add them individually until all are implemented
D) Only add controls and metrics that are required for compliance

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