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EXIN ITILFNDv4 Exam Syllabus Topics:

EXIN ITIL 4 Foundation Sample Questions:

Question 1

Which practice provides a single point of contact for users?

A. Change control
B. Service request management
C. Incident management
D. Service desk

Question 2

Which statement about service requests is CORRECT?

A. Complex service requests should be dealt with as normal changes
B. Service requests are usually formalized using standard procedures for initiation, approval and fulfilment
C. Service requests that require simple workflows should be dealt with as incidents
D. Service requests require workflows that should use manual procedures and avoid automation

Question 3

What describes how components and activities work together to facilitate value creation?

A. A service relationship
B. The ITIL guiding principles
C. The four dimensions of service management
D. The ITIL service value system

Question 4

Why and how is a user MOST LIKELY to contact the service desk?

A. To request access to a resource via a self-service portal
B. To report a problem using a mobile app
C. To discuss the cause of an incident via a phone call
D. To authorize an emergency change via live chat

Question 5

What should be done for every problem?

A. It should be resolved so that it can be closed
B. It should have a workaround to reduce the impact
C. It should be diagnosed to identify possible solutions
D. It should be prioritized based on its potential impact and probability

Solutions: