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EXIN ITIL 4 Foundation Sample Questions:

1. Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?

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

2. An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?

A) Start where you are
B) Focus on value
C) Keep it simple and practical
D) Collaborate and promote visibility

3. Which TWO are considered part of the 'organizations and people' dimension of service management?
1. Systems of authority
2. Culture
3. Relationships between organizations
4. Workflows

A) 3 and 4
B) 1 and 4
C) 2 and 3
D) 1 and 2

4. Which practice has a purpose that includes maximizing the number of successful additions, modifications, or removals of anything that could have an effect on a service?

A) Service request management
B) Change enablement
C) Service desk
D) Incident management

5. Which is included in the purpose of the 'service level management' practice?

A) To maximize the number of successful service and product changes
B) To set clear business-based targets for service levels
C) To ensure accurate information about the configuration of services is available
D) To ensure that suppliers and their performance are managed appropriately

Solutions: