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EXIN ITIL 4 Foundation Sample Questions:

1. Which practice helps to ensure that the services delivered to customers are aligned with their needs?

A) Problem management
B) Service request management
C) Service level management
D) Change enablement

2. Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?

A) Error control
B) Problem analysis
C) Problem identification
D) Problem control

3. Which dimension includes activities and workflows?

A) Information and technology
B) Value streams and processes
C) Organizations and people
D) Partners and suppliers

4. Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?

A) Problem management
B) Service desk
C) Continual improvement
D) Incident management

5. What is the starting point for optimization?

A) Determining where the most positive impact would be
B) Standardizing practices and services
C) Securing stakeholder engagement
D) Understanding the vision and objectives of the organization

Solutions: