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EXIN ITIL 4 Foundation Sample Questions:

1. What should all 'continual improvement' decisions be based on?

A) Details of how services are measured
B) Accurate and carefully analysed data
C) An up-to-date balanced scorecard
D) A recent maturity assessment

2. Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT?

A) It should always be used to support direct observation
B) The act of measuring always positively impacts results
C) Measured data is always more accurate than direct observation
D) It should always be used instead of direct observation

3. What may form part of a service request procedure?

A) Authorization in accordance with a security policy
B) Escalation to the appropriate change authority
C) The timescale for restoration of service
D) The method of diagnosing the cause

4. 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) Change control
C) Service desk
D) Relationship management

5. Which can act as an operating model for an organization?

A) Continual improvement
B) The ITIL guiding principles
C) The service value chain
D) The four dimensions of service management

Solutions: