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EXIN ITIL Foundation (V4) Sample Questions:

1. Which is a recommendation for applying the guiding principle 'keep it simple and practical?

A) Sometimes nothing from the current state can be re used
B) If a practice is easier to follow it is more likely to be adopted
C) Communicate in a way the audience can hear
D) Fast does not mean incomplete

2. Which statement about outcomes is CORRECT?

A) An outcome is a tangible or intangible activity
B) Outcomes are how the service performs
C) An output can be enabled by one or more outcomes
D) An outcome can be enabled by more than one output

3. Which practice identifies metrics that reflect a customer experience of a service?

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

4. What is the definition of warranty?

A) A means of determining whether a service is fit for purpose
B) A means of identifying events that could cause harm or loss
C) A means of determining whether a service is fit for use
D) A means of identifying a result for a stakeholder

5. How does information about problems and known errors contribute to 'incident management'?

A) It removes the need for regular customer updates
B) It enables the reassessment of known erros
C) It removes the need for collaboration during incident resolution
D) It enables quick and efficient diagnosis of incidents

Solutions: