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EXIN ITIL Foundation (V4) Sample Questions:

1. When should a workaround be created?

A) When a problem cannot be resolved quickly
B) After the resolution of a problem
C) As soon as possible, once the incident is logged
D) When a potential permanent solution has been identified

2. Why should service desk staff detect recurring issues?

A) To engage the correct change authority
B) To ensure effective handling of service requests
C) To escalate incidents to the correct support team
D) To help identify problems

3. Identify the Missing word(s) in the following sentence
A(n) [?] cause, or potential cause, of one or more incidents?

A) Event
B) Problem
C) Change
D) Known error

4. What is defined as "the role that uses services?

A) Sponsor
B) User
C) Customer
D) Service consumer

5. Which statement about change management is CORRECT?

A) It optimizes financial exposure
B) It optimizes overall business risk
C) It ensures that all changes are authorized by the change advisory board (CAB)
D) It ensures that service requests follow the normal change management process

Solutions: