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EXIN ITIL 4 Foundation Sample Questions:

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

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

2. Which will NOT be handled as a service request?

A) The degradation of a service
B) A complaint about a support team
C) The provision of a laptop
D) The replacement of a toner cartridge

3. Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].

A) additional measurements
B) new methods
C) revised processes
D) existing information

4. A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?

A) As a service request
B) As a change request
C) As an event
D) As a problem

5. Which is a way of applying the guiding principle 'focus on value'?

A) Comprehending the whole, but doing something
B) Understanding how service consumers use services
C) Recognizing the complexity of systems
D) Doing fewer things, but doing them better

Solutions: