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EXIN ITIL Foundation (V4) Sample Questions:

1. What is the purpose of the 'monitoring and event management' practice?

A) To restore normal service operation as quickly as possible
B) To manage workarounds and known errors
C) To systematically observe services and service components
D) To capture demand for incident resolution and service requests

2. What is the purpose of the 'problem management' practice?

A) To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services
B) To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
C) To protect the information needed by the organization to conduct its business
D) To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

3. Which 'service level management' activity helps staff to deliver a more business-focused service?

A) Using complex technical terminology in service level agreements (SLAs)
B) Understanding the ongoing requirements of customers
C) Creating targets based on the percentage of uptime of a service
D) Measuring low-level operational activities

4. Which statement about managing incidents is CORRECT?

A) Low impact incidents should be resolved efficiently, making logging unnecessary
B) Incidents with the lowest impact should be resolved first
C) The 'incident management' practice should use a single process regardless of the impact of the incident
D) Low impact incidents should be resolved efficiently so the resource required is reduced

5. What are typically recognized through notifications created by an IT service, CI or monitoring tool?

A) Events
B) Problems
C) Incidents
D) Requests

Solutions: