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EXIN ITIL 4 Foundation Sample Questions:

1. What should be done to determine the appropriate metrics for measuring a new service?

A) Asking customers to provide numerical targets that meet their needs
B) Using operational data to provide detailed service reports
C) Asking customers open questions to establish their requirements
D) Measuring the performance over the first six months, and basing a solution on the results

2. Which is the BEST type of resource for investigating complex incidents?

A) Knowledgeable support staff
B) Detailed work instructions
C) Self-help systems
D) Disaster recovery plans

3. What type of charge is often used for resolving incidents or implementing security patches?

A) Emergency change
B) Change model
C) Standard change
D) Normal change

4. Which statement about the purpose of the Monitoring and event management practice is TRUE?

A) Maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorized and managed within a schedule
B) Systematically observe services and service components, and record and report selected changes of state identified as events
C) Support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
D) Minimize the negative impact of incidents by restoring normal service operation as quickly as possible

5. What ensures that a service provider and a service consumer continually co-create value?

A) Service consumption
B) Change enablement
C) Service relationship management
D) Service offerings

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