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EXIN ITIL 4 Foundation Sample Questions:

1. Which TWO are important aspects of the 'service request management' practice?
1. Standardization and automation
2. Providing a variety of channels for access
3. Establishing a shared view of targets
4. Policies for approvals

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

2. How should an organization prioritize incidents?

A) Ask the user for their preferred resolution timeframe
B) Assess the availability of the appropriate support team
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

3. Which of the following is a necessity to a successful service level agreement (SLAs)?

A) The language and terms used in the SLA should be commonly understood by all parties
B) Base the SLA on system-based metrics that are useful to the service provider
C) Vague targets, such as those related to user experience, should be avoided
D) In order to promote consistent service, they should be carried forward, unchanged, from one year to the next

4. What is required by all service desk staff?

A) Knowledge of telephony technology
B) Root cause analysis skills
C) Demonstration of emotional intelligence
D) Excellent technical knowledge

5. What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues?

A) Problem analyst
B) Service desk agent
C) Change authority
D) Service level manager

Solutions: