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EXIN ITIL 4 Foundation Sample Questions:

1. What is included in the purpose of the 'continual improvement' practice?

A) Identifying and continually improving relationships with and between stakeholders
B) Creating collaborative relationships with key suppliers to realize new value
C) Aligning the organization's practices and services with changing business needs
D) Ensuring that delivery of services is properly assessed, monitored, and improved against targets

2. Which phase of problem management includes analyzing incidents to look for patterns and trends?

A) Problem identification
B) Post-implementation review
C) Problem control
D) Error control

3. Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?

A) Problem management
B) Deployment management
C) Service desk
D) Service configuration management

4. An SLA is a service level agreement. Which describes the 'watermelon SLA' effect?

A) Introducing SLAs for a service enables customers to see that the service provider is doing a really good job, so this improves satisfaction
B) A single SLA defines target service levels for multiple customers, so every customer sees reports about other customers' experiences
C) The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied
D) SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed

5. What is the value of a service?

A) The benefits, usefulness, or importance of the service, as perceived by the stakeholders
B) A result for a stakeholder enabled by the outputs of the service
C) The amount of money that is created or saved for the service consumers by using the service
D) A tangible or intangible deliverable of the service

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