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EXIN ITIL 4 Foundation Sample Questions:

1. Which process works with incident management to ensure that security breaches are detected and logged?

A) Access management
B) Service level management
C) Change management
D) Continual service improvement

2. For which purpose would the continual improvement practice use a SWOT analysis?

A) Ensuring everyone actively participates
B) Defining the future desired state
C) Understanding the current state
D) Tracking and managing ideas

3. Which guiding principle is PRIMARILY concerned with end-to-end service delivery?

A) Think and work holistically
B) Focus on value
C) Collaborate and promote visibility
D) Optimize and automate

4. Which is a description of service provision?

A) A way to help create value by facilitating outcomes that service consumers need
B) Activities that an organization performs to deliver services
C) A formal description of one or more services, designed to address the needs of a service consumer
D) Cooperation between two organizations to ensure that a service delivers value

5. Which TWO are considered part of the 'organizations and people' dimension of service management?
1. Systems of authority
2. Culture
3. Relationships between organizations
4. Workflows

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

Solutions: