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EXIN ITIL 4 Foundation Sample Questions:

1. Which practice nurtures links with stakeholders at strategic and tactical levels?

A) Service level management
B) Relationship management
C) Supplier management
D) Continual improvement

2. Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?

A) Think and work holistically
B) Focus on value
C) Optimize and automate
D) Start where you are

3. A flaw in an application could cause a service to fail. IT staff are actively analyzing the application to try and understand what is going on. What is the correct name for this type of flaw?

A) Event
B) Known error
C) Incident
D) Problem

4. What is the difference between the 'incident management' and 'service desk' practices?

A) Incident management manages interruptions to services, service desk monitors achieved service quality
B) Incident management resolves issues, service desk investigates the underlying causes of issues
C) Incident management restores service operation, service desk provides communication with users
D) Incident management resolves complex issues, service desk resolves simpler issues

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

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

Solutions: