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EXIN ITIL 4 Foundation Sample Questions:

1. What should be done to determine the appropriate metrics for measuring a new service?

A) Asking customers to provide numerical targets that meet their needs
B) Asking customers open questions to establish their requirements
C) Using operational data to provide detailed service reports
D) Measuring the performance over the first six months, and basing a solution on the results

2. What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?

A) Involving customers after all planning has been completed
B) Restricting information about the improvement to essential stakeholders only
C) Increasing collaboration and visibility for the improvement
D) Engaging every stakeholder group in the same way, with the same communication

3. What are the KEY stakeholder groups that service providers should cooperate with?

A) Suppliers
B) Customers
C) Developers
D) Relationship managers

4. What is the MAIN benefit of 'problem management'?

A) Reducing the number and impact of incidents
B) Managing workarounds and known errors
C) Maximizing the number of successful changes
D) Restoring normal service as quickly as possible

5. Which of the following is included in the purpose of the 'continual improvement' practice?

A) The reduction of the likelihood and impact of incidents
B) The restoration of normal service operation as quickly as possible
C) The establishment of links between the organization and its stakeholders at strategic and tactical levels
D) The alignment of the organization's practices and services with changing business needs

Solutions: