EXIN ITIL Foundation (V4) - ITIL Exam Questions [2026]

QUESTION NO: 1
Which of the four dimensions focuses or managing data in compliance with industry regulations?

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

Correct Answer: B

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QUESTION NO: 2
In service relationships, what is a benefit of identifying consumer roles?

A. It enables effective stakeholder management B. It enables a common definition of value C. It removes constraints from the customer D. It provides shared service expectations

Correct Answer: A

QUESTION NO: 3
Which service value chain activity deals with the purchase of new products?

A. Plan B. Engage C. Obtain/build D. Improve

Correct Answer: C

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QUESTION NO: 4
Which practice coordinates the classification, ownership and communication of service requests and incidents?

A. Supplier management B. Problem management C. Relationship management D. Service desk

Correct Answer: D

QUESTION NO: 5
Which of the following is the MOST important 'or effective incident management?

A. A variety of access channels B. Balanced scorecard review C. Automated pipelines D. Collaboration tools and techniques

Correct Answer: D

QUESTION NO: 6
What is the PRIMARY use of a change schedule?

A. To plan changes and help avoid conflicts B. To manage standard changes C. To manage emergency changes D. To support the 'incident management' practice and improvement planning

Correct Answer: A

QUESTION NO: 7
Which skill is required by the 'service level management' practice?

A. Supplier management B. Event monitoring C. Problem management D. Technical expertise

Correct Answer: A

QUESTION NO: 8
Which is the FIRST action when optimizing a service?

A. Understand the organizational context B. Assess the current state C. Agree the future state D. Implement the improvement

Correct Answer: A

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QUESTION NO: 9
Which is the CORRECT of the 'R' role in a RACI matrix?

A. This role has ownership of the end result B. This role ensures that activities are executed correctly C. This role is involved in providing knowledge and input D. This role ensures the flow of information to stakeholders

Correct Answer: A

QUESTION NO: 10
Which is a key requirement for a successful service level agreement?

A. It should be simply written and easy to understand B. It should relate to simple operational metrics C. It should be based on the service provider's view of the service D. It should be written in legal language

Correct Answer: A

QUESTION NO: 11
What is recommended by the guiding principle 'progress iteratively with feedback'?

A. An improvement initiative that is broken into a number of manageable sections B. An assessment of how all the parts of an organization will affect an improvement initiative C. A current state assessment that is carried out at the start of an improvement initiative D. The identification of all interested parts at the start of an improvement initiative

Correct Answer: A

QUESTION NO: 12
Which of these should be logged and managed as a problem?

A. A user requests delivery of a laptop B. 'Continual improvement' needs to prioritize an improvement opportunity C. Trend analysis shows a large number of similar incidents D. A monitoring tool detects a change of state for a service

Correct Answer: C

QUESTION NO: 13
How should an organization prioritize incidents?

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

Correct Answer: D

QUESTION NO: 14
Which is considered by the 'partners and suppliers' dimension?

A. Using artificial intelligence B. Using formal roles and responsibilities C. Defining controls and procedures D. Working with an integrator to manage relationships

Correct Answer: D