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EXIN ITIL Foundation (V4) Sample Questions:

1. In which case would a problem be logged?

A) When a user reports an unplanned service interruption
B) Alter a workaround is identified and documented
C) When the cause is identified but not resolved
D) After analysis of error information from a supplier

2. What is typically needed to assign complex incidents to support groups?

A) The incident category
B) A self-help tool
C) A change schedule
D) The incident priority

3. What is the definition of warranty?

A) A means of identifying a result for a stakeholder
B) A means of determining whether a service is fit for use
C) A means of determining whether a service is fit for purpose
D) A means of identifying events that could cause harm or loss

4. Identify the missing word(s) in the following sentence.
The service desk should be the entry point and single point of contact for the [?] with all of its users.

A) Service consumer
B) Service provider
C) Customer
D) Supplier

5. What is an incident?

A) A result enabled by one or more outputs
B) A service interruption resolved by the use of self-help tools
C) The planned removal of an item that might affect a service
D) A possible future event that could cause harm

Solutions: