EXIN ITIL 4 Foundation - ITILFNDv4 Exam Questions [2026]

QUESTION NO: 1
Which of these activities is carried out as part of 'problem management'?

A. Creating incident records B. Diagnosing and resolving incidents C. Escalating incidents to a support team for resolution D. Trend analysis of incident records

Correct Answer: D

QUESTION NO: 2
What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?

A. Restricting information about the improvement to essential stakeholders only B. Involving customers after all planning has been completed C. Engaging every stakeholder group in the same way, with the same communication D. Increasing collaboration and visibility for the improvement

Correct Answer: B

QUESTION NO: 3
What varies in size and complexity, and uses functions to achieve its objectives?

A. A practice B. A risk C. An organization D. An outcome

Correct Answer: C

QUESTION NO: 4
What should be done for every problem?

A. It should be resolved so that it can be closed B. It should have a workaround to reduce the impact C. It should be prioritized based on its potential impact and probability D. It should be diagnosed to identify possible solutions

Correct Answer: C

QUESTION NO: 5
What should remain constant within an organization, even when the organizations objectives change?

A. Service offerings B. Outcomes C. Guiding principles D. Outputs

Correct Answer: C

QUESTION NO: 6
Which practice has a purpose that involves creating closer, more collaborative relationships?

A. Supplier management B. Release management C. Information security management D. Service configuration management

Correct Answer: A

QUESTION NO: 7
Identify the missing word(s) in the following sentence:
The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and
[?].

A. IT assets B. changes C. known errors D. events

Correct Answer: C

QUESTION NO: 8
An SLA is a service level agreement. Which describes the 'watermelon SLA' effect?

A. SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed B. A single SLA defines target service levels for multiple customers, so every customer sees reports about other customers' experiences C. Introducing SLAs for a service enables customers to see that the service provider is doing a really good job, so this improves satisfaction D. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied

Correct Answer: D

QUESTION NO: 9
Which is part of the 'focus on value' guiding principle?

A. Assessing services to identify parts that can be reused B. Reducing the number of steps in the customer experience C. Identifying activities that can be achieved in smaller iterations D. Understanding what services help the service consumer

Correct Answer: D

QUESTION NO: 10
Which statement about managing incidents is CORRECT?

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

Correct Answer: B

QUESTION NO: 11
Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?

A. Service request management B. Service level management C. Problem management D. Incident management

Correct Answer: A