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EXIN ITIL 4 Foundation Sample Questions:

1. Which statement about managing incidents is CORRECT?

A) Low impact incidents should be resolved efficiently so the resource required is reduced
B) The 'incident management' practice should use a single process regardless of the impact of the incident
C) Low impact incidents should be resolved efficiently, making logging unnecessary
D) Incidents with the lowest impact should be resolved first

2. Which of the following can be used to access service desks?

A) Phone calls
B) Text and social media messaging
C) Email
D) All of the above

3. How can a service consumer contribute to the reduction of risk?

A) By fully understanding their own requirements for the service
B) By providing the service in accordance with requirements
C) By managing the detailed level of risk on behalf of the service provider
D) By ensuring that the service provider's resources are correctly configured

4. Which is described by the 'organizations and people' dimension of service management?

A) Workflows and controls
B) Contracts and agreements
C) Communication and collaboration
D) Inputs and outputs

5. In which situation will incident management USUALLY use a separate process?

A) For information security incidents
B) For low impact incidents
C) Where no target resolution time exists
D) Where the cause must be diagnosed

Solutions: