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EXIN ITIL 4 Foundation Sample Questions:

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

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

2. Which practice requires skills and competencies related to business analysis, supplier management and relationship management?

A) Incident management
B) Monitoring and event management
C) IT asset management
D) Service level management

3. What is the starting point for optimization?

A) Standardizing practices and services
B) Determining where the most positive impact would be
C) Understanding the vision and objectives of the organization
D) Securing stakeholder engagement

4. Which is part of the 'focus on value' guiding principle?

A) Understanding what services help the service consumer
B) Assessing services to identify parts that can be reused
C) Identifying activities that can be achieved in smaller iterations
D) Reducing the number of steps in the customer experience

5. Which is included in the purpose of the 'deliver and support' value chain activity?

A) Understanding the organization's service vision
B) Providing services to agreed specifications
C) Meeting stakeholder expectations for time to market
D) Understanding stakeholder needs

Solutions: