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EXIN ITIL Foundation (V4) Sample Questions:

1. Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?

A) Define measurable targets
B) Perform baseline assessments
C) Evaluate measurements and metrics
D) Execute improvement actions

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

A) It should be based on the service provider's view of the service
B) It should relate to simple operational metrics
C) It should be written in legal language
D) It should be simply written and easy to understand

3. Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?

A) Supplier management
B) Relationship management
C) Service desk
D) Change enablement

4. Which of the following is an example of workaround?

A) A defective network switch is replaced with a new one
B) Server memory is increased when the server is unresponsive
C) A server is restarted to resolve an incident
D) An email server is restored after an incident is reported

5. What describes the steps needed to create and deliver a specific service to a consumer?

A) Practices
B) Service management
C) A value stream
D) Service level management

Solutions: