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EXIN ITIL Foundation (V4) Sample Questions:

1. How should an organization prioritize incidents?

A) Assess the availability of the appropriate support team.
B) Ask the user for their preferred resolution timeframe.
C) Use an agreed classification which is based on the business impact of the incident.
D) Create an order of incidents based on the dates and times when they were logged.

2. Which practice has a strong influence on the user experience and perception of the service provider?

A) Supplier management
B) Service level management
C) Service desk
D) Change enablement

3. Which practice handles all pre-defined user-initiated service actions?

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

4. When should the effectiveness of a problem workaround be assessed?

A) Whenever the workaround becomes a known error
B) Whenever the problem is prioritized
C) Whenever the problem is resolved
D) Whenever the workaround is used

5. Which practice is responsible for moving new or changed components to live or other environments?

A) Supplier management
B) Deployment management
C) Release management
D) Change enablement

Solutions: