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EXIN ITIL 4 Foundation Sample Questions:

1. What is included in the purpose of the 'relationship management' practice?

A) Setting clear business-based targets so that the delivery of a service can be properly assessed
B) Creating collaborative relationships with key suppliers to uncover and realize new value
C) Handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
D) Identifying, analyzing, monitoring, and the continual improvement of relationships with stakeholders

2. A flaw in an application could cause a service to fail. IT staff are actively analyzing the application to try and understand what is going on. What is the correct name for this type of flaw?

A) Known error
B) Problem
C) Incident
D) Event

3. How do 'continual improvement registers' help to create value?

A) By making improvements visible
B) By documenting all improvement ideas in a single place
C) By monitoring achievement against service level targets
D) By assigning change authorities for change requests

4. Which of the four dimensions contributes MOST to defining activities needed to deliver services?

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

5. Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?

A) Service request management
B) Service level management
C) Service desk
D) Service configuration management

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