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EXIN ITIL 4 Foundation Sample Questions:

1. Which component is focused on the activities needed by an organization to help it co-create value?

A) Practices
B) Continual improvement
C) Guiding principles
D) Service value chain

2. Which is an activity of the 'problem management' practice?

A) Restoration of normal service operation as quickly as possible
B) Prioritization of problems based on the risk that they pose
C) Resolution of incidents in a time that meets customer expectations
D) Authorization of changes to resolve the cause of problems

3. Which practice needs the right culture to be embedded across the entire organization?

A) Service level management
B) Continual improvement
C) Service request management
D) Change enablement

4. Identity the missing word in the following sentence
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [?], and the CIs that support them, is available when and where it is needed

A) services
B) outcomes
C) relationships
D) organizations

5. What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?

A) Involving customers after all planning has been completed
B) Increasing collaboration and visibility for the improvement
C) Engaging every stakeholder group in the same way, with the same communication
D) Restricting information about the improvement to essential stakeholders only

Solutions: