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EXIN ITIL 4 Foundation Sample Questions:

1. What term is used to describe whether a service will meet availability, capacity and security requirements?

A) Value
B) Utility
C) Outcomes
D) Warranty

2. Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?

A) Focus on value
B) Start where you are
C) Keep it simple and practical
D) Think and work holistically

3. What should all 'continual improvement' decisions be based on?

A) Details of how services are measured
B) Accurate and carefully analysed data
C) An up-to-date balanced scorecard
D) A recent maturity assessment

4. Which practice provides users with a way to get various requests arranged, explained and coordinated?

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

5. How are target resolution times used in the 'incident management' practice?

A) They are initiated, approved, and managed to ensure that predictable responses are achieved
B) They are agreed, documented, and communicated to help set user expectations
C) They are established, reviewed, and reported to ensure that customers are happy with the service
D) They are scheduled, assessed and authorized to reduce the risk of service failures

Solutions: