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EXIN ITIL 4 Foundation Sample Questions:

1. Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?

A) A change model
B) A standard change
C) A normal change
D) An emergency change

2. Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?

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

3. What is included in the purpose of the 'continual improvement' practice?

A) Creating collaborative relationships with key suppliers to realize new value
B) Identifying and continually improving relationships with and between stakeholders
C) Aligning the organization's practices and services with changing business needs
D) Ensuring that delivery of services is properly assessed, monitored, and improved against targets

4. Which two practices interact the MOST with the service desk practice?

A) Incident management and service request management
B) Service request management and deployment management
C) Deployment management and change enablement
D) Change enablement and incident management

5. Which TWO of the following are considerations of change enablement?
1. Managing the people aspects of change
2. Ensuring that organizational transformations are successful
3. Maximizing the number of successful service changes
4. Ensuring that changes are properly assessed

A) 2 and 3
B) 1 and 2
C) 3 and 4
D) 1 and 4

Solutions: