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EXIN ITIL 4 Foundation Sample Questions:

1. Which activity is part of the 'continual improvement' practice?

A) Authorizing changes to implement improvements
B) Identifying the cause of incidents and recommending related improvements
C) Making business cases for improvement action
D) Logging and managing incidents that result in improvement opportunities

2. What is the definition of 'service management'?

A) A set of specialized organizational capabilities for enabling value for customers in the form of services
B) A result for a stakeholder enabled by one or more outputs
C) A formal description of one or more services, designed to address the needs of a target consumer group
D) Joint activities performed by a service provider and a service consumer to ensure continual value co-creation

3. Which statement about the automation of service requests is CORRECT?

A) Service requests that cannot be automated should be handled as incidents
B) Service requests and their fulfilment should be automated as much as possible
C) Service requests that cannot be automated should be handled as problems
D) Service requests and their fulfilment should be carried out by service desk staff without automation

4. Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?

A) Optimize and automate
B) Focus on value
C) Start where you are
D) Think and work holistically

5. Which is an example of a service request?

A) A request to investigate the cause of an incident
B) A request to implement a security patch
C) A request for normal operation to be restored
D) A request for access to a file

Solutions: