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EXIN ITIL 4 Foundation Sample Questions:

1. Which statement about emergency changes is CORRECT?

A) It is necessary to complete all documentation before an emergency change is implemented
B) Emergency changes are not usually recorded in the change schedule
C) Authorization of emergency changes may be deferred until after implementation
D) Emergency changes are low risk and well understood

2. How do 'continual improvement registers' help to create value?

A) By monitoring achievement against service level targets
B) By assigning change authorities for change requests
C) By documenting all improvement ideas in a single place
D) By making improvements visible

3. What is CORRECT about service request management?

A) Complex service request procedures should be avoided
B) Compliments can be handled as service requests
C) Service requests can be used to restore service
D) A new procedure is required for each new service request

4. Which is an external input to the service value chain?

A) An overall plan
B) Customer requirements
C) The 'improve' value chain activity
D) Feedback loops

5. Which statement about the 'service request management' practice is CORRECT?

A) Additional approval is sometimes needed for restoration of service
B) Financial authorization is sometimes required for service requests
C) Service requests are fulfilled using simple workflows
D) A new workflow is created for each type of request

Solutions: