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Updated: Jul 17, 2026
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EXIN ITIL 4 Foundation Sample Questions:
1. What is the definition of a known error?
A) A cause, or potential cause, of one or more incident
B) A problem that has been analyzed and has not been resolved
C) Any change of state that has significance for the management of a service or other configuration item (CI)
D) An unplanned interruption to a service, or reduction in the quality of a service
2. Which is the BEST example of a standard change?
A) The installation of a software application in response to a service request
B) The review and authorization of a change requested by a customer
C) The implementation of a critical software patch in response to a vendor security issue
D) The replacement of a component in response to a major incident
3. Which TWO types of competence are MOST important for service desk staff?
1. Knowledge of business processes
2. Collaboration skills
3. Advanced technical knowledge
4. Workflow design skills
A) 1 and 4
B) 1 and 2
C) 3 and 4
D) 2 and 3
4. When considering the type of relationship required with other organizations involved in the design and delivery of services, which dimension of service management are you utilizing?
A) Value streams and processes
B) Partners and suppliers
C) Information and technology
D) Organizations and people
5. Arrange the following steps of software lifecycle in correct order.
1. Retire
2. Test
3. Operate
4. Deploy
5. Ideation
6. Develop
7. Design
A) Retire, Test, Operate, Deploy, Ideation, Develop, Design
B) Ideation, Test, Develop, Deploy, Design, Operate, Retire
C) None of the above
D) Ideation, Design, Develop, Deploy, Test, Operate, Retire
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: B | Question # 4 Answer: B | Question # 5 Answer: D |
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