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EXIN ITIL 4 Foundation Sample Questions:

1. When should a workaround be created?

A) After the resolution of a problem
B) As soon as possible, once the incident is logged
C) When a potential permanent solution has been identified
D) When a problem cannot be resolved quickly

2. Which dimension of service management considers the workflows and controls needed to deliver services?

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

3. Why should a service level manager carry out regular service reviews?

A) To capture information about service issues and performance against agreed goals
B) To ensure that agreements are written simply and are easy to understand
C) To ensure continual improvement of services, so that they meet the evolving needs of service consumers
D) To collect information about service consumer goals and objectives

4. Which is a recommendation of the guiding principle 'think and work holistically'?

A) Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
B) Conduct a review of existing service management practices and decide what to keep and what to discard
C) Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative
D) Review service management practices and remove any unnecessary complexity

5. Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?

A) Monitoring and event management
B) Relationship management
C) Service desk
D) Service level management

Solutions: