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EXIN ITIL 4 Foundation Sample Questions:

1. When considering the type of relationship required with other organizations involved in the design and delivery of services, which dimension of service management are you utilizing?

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

2. Which is a key element of the 'think and work holistically' guiding principle?

A) Eliminating metrics which do not contribute to achieving an objective
B) Understanding the methods applicable to complex systems
C) Assessing which procedures can be re-used when improving a service
D) Using technology for standard tasks to give people time for complex activities

3. Which practice ensures that a variety of access channels are available for users to report issues?

A) Change enablement
B) Incident management
C) Service level management
D) Service desk

4. How should an organization prioritize incidents?

A) Use an agreed classification which is based on the business impact of the incident
B) Assess the availability of the appropriate support team
C) Create an order of incidents based on the dates and times when they were logged
D) Ask the user for their preferred resolution timeframe

5. Which practice helps to ensure that the services delivered to customers are aligned with their needs?

A) Problem management
B) Change enablement
C) Service level management
D) Service request management

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