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EXIN ITIL 4 Foundation Sample Questions:

1. What is the definition of a known error?

A) A problem that has been analyzed and has not been resolved
B) An unplanned interruption to a service, or reduction in the quality of a service
C) A cause, or potential cause, of one or more incident
D) Any change of state that has significance for the management of a service or other configuration item (CI)

2. What is a cause, or potential cause, of one or more incidents?

A) An incident
B) A configuration item
C) A problem
D) A workaround

3. Which phase of problem management includes analyzing incidents to look for patterns and trends?

A) Post-implementation review
B) Error control
C) Problem control
D) Problem identification

4. How should an organization prioritize incidents?

A) Assess the availability of the appropriate support team
B) Use an agreed classification which is based on the business impact of the incident
C) Ask the user for their preferred resolution timeframe
D) Create an order of incidents based on the dates and times when they were logged

5. Which two practices use workarounds?

A) Incident management and continual improvement
B) Change enablement and problem management
C) Change enablement and continual improvement
D) Problem management and incident management

Solutions: