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EXIN ITIL 4 Foundation Sample Questions:

1. Which of the following practices suggests that organizations should develop competencies in methodologies and techniques, like SWOT (strength, weakness, opportunity and threat) analysis and balanced scorecard review, in order to meet their needs?

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

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

3. Which is provided by the 'engage' value chain activity?

A) Ensuring that service components are available when needed
B) Ensuring that services are operated to meet agreed specifications
C) Ensuring that stakeholder needs are understood by the organization
D) Ensuring that stakeholder expectations for quality are met

4. Which guiding principle considers how the steps of a process can be performed as efficiently as possible?

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

5. In which case would a problem be logged as part of the problem identification?

A) When a user reports an unplanned service interruption
B) When the cause is identified but not resolved
C) After a workaround is identified and documented
D) After receiving of error information from a supplier

Solutions: