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EXIN ITIL 4 Foundation Sample Questions:

1. Which ITIL concept helps an organization to make good decisions?

A) Practices
B) Guiding principles
C) Service value chain
D) Four dimensions of service management

2. Which is a key requirement for a successful service level agreement (SLA)?

A) Using single-system-based metrics that relate to outputs
B) Using bundled metrics to relate performance to outcomes
C) Using individual metrics that relate to the service catalogue
D) Using an agreement between the service provider and service supplier

3. How should an organization adopt continual improvement methods?

A) Use a new method for each improvement the organization handles
B) Select a single method for all improvements that the organization handles
C) Select a few key methods for the types of improvement that the organization handles
D) Build the capability to use as many improvement methods as possible

4. Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?

A) Monitoring and event management
B) IT asset management
C) Deployment management
D) Continual improvement

5. What impact does automation have on a service desk?

A) Ability to work from multiple locations, geographically dispersed
B) Ability to work from a single centralized location
C) Less low level work and a greater ability to focus on user experience
D) Increased phone contact and a reduced ability to focus on user experience

Solutions: