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EXIN ITIL 4 Foundation Sample Questions:

1. In which step of the 'continual improvement model' is an improvement plan implemented?

A) What is the vision?
B) Did we get there?
C) Take action
D) How do we get there?

2. Which of the following ensures that a service provider and a service consumer continually co- create value?

A) Service consumption
B) Service offerings
C) Service level management
D) Service relationship management

3. How should an organization prioritize incidents?

A) Assess the availability of the appropriate support team
B) Ask the user for their preferred resolution timeframe
C) Use an agreed classification which is based on the business impact of the incident
D) Create an order of incidents based on the dates and times when they were logged

4. What describes how components and activities work together to facilitate value creation?

A) A service relationship
B) The ITIL service value system
C) The four dimensions of service management
D) The ITIL guiding principles

5. What should a release policy include?

A) The roles and responsibilities for incident and problem resolution
B) The naming convention and expected frequency of each type of release
C) The naming convention for all configuration items (CI) recorded in the configuration management system (CMS)
D) The process owner and process manager for each type of release

Solutions: