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EXIN ITIL 4 Foundation Sample Questions:
1. When should a workaround be created?
A) As soon as possible, once the incident is logged
B) When a problem cannot be resolved quickly
C) After the resolution of a problem
D) When a potential permanent solution has been identified
2. Which statement about a 'continual improvement register (CIR)' is TRUE?
A) Used to help plan changes, assist in communication, avoid conflicts, and assign resources
B) Used to select the right method, model or technique for identifying improvements
C) Used to track and manage improvement ideas from identification through to final action
D) Used to provide a formal description of one or more services, designed to address the needs of a target consumer group
3. In which situation will incident management USUALLY use a separate process?
A) Where the cause must be diagnosed
B) For low impact incidents
C) Where no target resolution time exists
D) For information security incidents
4. Which 'service level management' activity helps staff to deliver a more business-focused service?
A) Understanding the ongoing requirements of customers
B) Measuring low-level operational activities
C) Creating targets based on the percentage of uptime of a service
D) Using complex technical terminology in service level agreements (SLAs)
5. Which is a recommendation applying the guiding principle 'keep it simple and practical'?
A) If a practice is easier to follow it is more likely to be adopted
B) Fast does not mean incomplete
C) Sometimes nothing from the current state can be re-used
D) Communicate in a way the audience can hear
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C | Question # 3 Answer: D | Question # 4 Answer: A | Question # 5 Answer: A |

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