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EXIN ITIL 4 Foundation Sample Questions:

1. Which 'service level management' activity helps staff to deliver a more business-focused service?

A) Creating targets based on the percentage of uptime of a service
B) Using complex technical terminology in service level agreements (SLAs)
C) Measuring low-level operational activities
D) Understanding the ongoing requirements of customers

2. How should a process design allow for exceptional situations?

A) Include all exception steps in the main process
B) Create an additional process for each exception
C) Remove the option for process exceptions
D) Create rules to handle exceptions generally

3. Which statement about the service value chain is CORRECT?

A) The service value chain converts value into demand
B) Each value chain activity uses different combinations of practices to convert inputs into outputs
C) Each value chain activity identifies a requirement for resources from an external supplier
D) The service value chain uses value streams to describe a combination of consumers and providers

4. Which is an example of a service request?

A) A request for normal operation to be restored
B) A request for access to a file
C) A request to implement a security patch
D) A request to investigate the cause of an incident

5. What is the MOST LIKELY reason that incident management would need a temporary team to work together?

A) To resolve a complex or major incident
B) To escalate an incident to a supplier or partner
C) So customers and users are provided with timely updates
D) So users can resolve their own incidents with self-help

Solutions: