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EXIN ITIL 4 Foundation Sample Questions:

1. When planning 'continual improvement', which approach for assessing the current state of a service is CORRECT?

A) An organization should always use a single technique to ensure metrics are consistent
B) An organization should always use an approach that combines Lean, Agile and DevOps methodologies
C) An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
D) An organization should always develop competencies in methodologies and techniques that will meet their needs

2. Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?

A) Supplier management
B) Service desk
C) Release management
D) Problem management

3. Which two statements about the 'service request management' practice are CORRECT?
1. Service requests are part of normal service delivery
2. Complaints can be handled as service requests
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests

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

4. Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?

A) Service-based SLA view
B) Retail customer view
C) Wholesale customer view
D) Supporting services view

5. Which guiding principle recommends coordinating all dimensions of service management?

A) Keep it simple and practical
B) Think and work holistically
C) Progress iteratively with feedback
D) Start where you are

Solutions: