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EXIN ITIL Foundation (V4) Sample Questions:
1. Which of these activities is carried out as part of 'problem management'?
A) Diagnosing and resolving incidents
B) Trend analysis of incident records
C) Escalating incidents to a support team for resolution
D) Creating incident records
2. What is typically needed to assign complex incidents to support groups?
A) The incident priority
B) A change schedule
C) A self-help tool
D) The incident category
3. What should remain constant within an organization, even when the organization's objectives change?
A) Outputs
B) Guiding principles
C) Service offerings
D) Outcomes
4. Which is an example of improving service utility using service management automation?
A) Reducing the time to compile service data
B) Monitoring service availability
C) Pre-determined routing of a service request
D) Faster resource allocation
5. What is used as a tool to help define and measure performance?
A) A service level agreement
B) A continual improvement register
C) A change schedule
D) An incident record
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: D | Question # 3 Answer: B | Question # 4 Answer: D | Question # 5 Answer: C |
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