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EXIN ITIL 4 Foundation Sample Questions:

1. A good way to apply the ITIL guiding principle 'focus on value' is to:

A) Understand why services are used by service consumers
B) Do less tasks but in a better way with higher quality
C) Be aware of system complexity
D) Understand the whole, but do something

2. Which value chain activity ensures that ongoing service activity meets user expectations?

A) Engage
B) Plan
C) Deliver and support
D) Obtain/build

3. Which is the MOST LIKELY way of resolving major incidents?

A) The service desk identifying the cause and a resolution
B) Users establishing a resolution using self-help
C) A temporary team working together to identify a resolution
D) A support team following detailed procedures for investigating the incident

4. Which is a recommendation of the guiding principle 'think and work holistically'?

A) Conduct a review of existing service management practices and decide what to keep and what to discard
B) Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
C) Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative
D) Review service management practices and remove any unnecessary complexity

5. What is a cause, or potential cause, of one or more incidents?

A) A workaround
B) A problem
C) A configuration item
D) An incident

Solutions: