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EXIN ITIL 4 Foundation Sample Questions:

1. How are target resolution times used in the 'incident management' practice?

A) They are initiated, approved, and managed to ensure that predictable responses are achieved
B) They are scheduled, assessed and authorized to reduce the risk of service failures
C) They are agreed, documented, and communicated to help set user expectations
D) They are established, reviewed, and reported to ensure that customers are happy with the service

2. Which statement about service requests is CORRECT?

A) Service requests that require simple workflows should be dealt with as incidents
B) Service requests are usually formalized using standard procedures for initiation, approval and fulfilment
C) Complex service requests should be dealt with as normal changes
D) Service requests require workflows that should use manual procedures and avoid automation

3. 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) Measuring low-level operational activities
C) Using complex technical terminology in service level agreements (SLAs)
D) Understanding the ongoing requirements of customers

4. Which BEST describes the focus of the 'think and work holistically' principle?

A) Integrating an organization's activities to deliver value
B) Breaking down large initiatives into smaller pieces of work
C) Considering the existing organizational assets before building something new
D) Eliminating unnecessary steps to deliver valuable outcomes

5. Which of the following terms is more suitable to describe the functionality of a service?

A) Utility
B) Outcome
C) Output
D) Warranty

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