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EXIN ITIL 4 Foundation Sample Questions:

1. Which is considered by the 'partners and suppliers' dimension?

A) Working with an integrator to manage relationships
B) Using formal roles and responsibilities
C) Using artificial intelligence
D) Defining controls and procedures

2. Which is NOT a component of the service value system?

A) Opportunity and demand
B) Continual improvement
C) The service value chain
D) Governance

3. Which of the following is the MOST important for effective incident management?

A) Collaboration tools and techniques
B) Automated pipelines
C) Balanced scorecard review
D) A variety of access channels

4. Which is a key requirement for successful service level agreements (SLAs)?

A) They should be written using language and terms which all parties will understand
B) They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service
C) They should avoid ambiguous targets such as those relating to user experience
D) They should be based on system-based metrics which are useful to the service provider

5. Why should a service level manager carry out regular service reviews?

A) To ensure that agreements are written simply and are easy to understand
B) To collect information about service consumer goals and objectives
C) To ensure continual improvement of services, so that they meet the evolving needs of service consumers
D) To capture information about service issues and performance against agreed goals

Solutions: