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EXIN ITIL 4 Foundation Sample Questions:

1. What is typically needed to assign complex incidents to support groups?

A) The incident priority
B) A self-help tool
C) The incident category
D) A change schedule

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

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

3. Which is an important principle of communication in service operation?

A) It is stored in the configuration management system
B) Meetings are always the best method of communication
C) Information should always be communicated
D) It has an intended purpose or a resultant action

4. Which competencies are required by the 'service level management' practice?

A) Business analysis and commercial management
B) Problem investigation and resolution
C) Incident analysis and prioritization
D) Balanced scorecard reviews and maturity assessment

5. Which is NOT a structure of service desk that is described in the ITIL service operation guidance?

A) Virtual
B) Outsourced
C) Local
D) Centralized

Solutions: