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EXIN ITIL 4 Foundation Sample Questions:

1. Which is a recommendation of the guiding principle 'think and work holistically'?

A) Review service management practices and remove any unnecessary complexity
B) Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
C) Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative
D) Conduct a review of existing service management practices and decide what to keep and what to discard

2. Which step of the 'continual management model' defines measurable targets?

A) Where do we want to be?
B) How do we get there?
C) What is the vision?
D) Where are we now?

3. Which practice involves the management of vulnerabilities that were not identified before the service went live?

A) Change control
B) Service request management
C) Problem management
D) Service level management

4. Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?

A) Change control
B) Supplier management
C) Relationship management
D) Service desk

5. Which is a key requirement for successful service level agreements (SLAs)?

A) They should be written using language and terms which all parties will understand
B) They should avoid ambiguous targets such as those relating to user experience
C) They should be based on system-based metrics which are useful to the service provider
D) They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service

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