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EXIN ITIL 4 Foundation Sample Questions:

1. Which guiding principle discourages 'silo activity'?

A) Collaborate and promote visibility
B) Start where you are
C) Keep it simple and practical
D) Focus on value

2. What is the definition of a problem?

A) An unplanned interruption to a service, or reduction in the quality of a service
B) A cause, or potential cause, of one or more incidents
C) Any change of state that has significance for the management of a configuration item (CI)
D) An incident for which a full resolution is not yet available

3. How are target resolution times used in the 'incident management' practice?

A) They are established, reviewed, and reported to ensure that customers are happy with the service
B) They are agreed, documented, and communicated to help set user expectations
C) They are initiated, approved, and managed to ensure that predictable responses are achieved
D) They are scheduled, assessed and authorized to reduce the risk of service failures

4. Which of the four dimensions contributes is concerned with service integration and management?

A) Organizations and people
B) Information and technology
C) Value streams and processes
D) Partners and suppliers

5. What is a service?

A) Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings
B) A possible event that could cause harm or loss, or make it more difficult to achieve objectives
C) A tangible or intangible deliverable of an activity
D) A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks

Solutions: