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EXIN ITIL 4 Foundation Sample Questions:

1. Which step of the 'continual management model' defines measurable targets?

A) Where do we want to be?
B) How do we get there?
C) Where are we now?
D) What is the vision?

2. Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'?

A) Only add controls and metrics that are required for compliance
B) Only add controls and metrics when they are needed
C) Design controls and metrics first, then remove those not adding value
D) Design controls and metrics and add them individually until all are implemented

3. What should all 'continual improvement' decisions be based on?

A) An up-to-date balanced scorecard
B) Accurate and carefully analysed data
C) A recent maturity assessment
D) Details of how services are measured

4. How should a process design allow for exceptional situations?

A) Remove the option for process exceptions
B) Include all exception steps in the main process
C) Create an additional process for each exception
D) Create rules to handle exceptions generally

5. Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

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

Solutions: