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EXIN ITIL 4 Foundation Sample Questions:

1. Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?

A) Defining the improvement plan
B) Executing improvement actions
C) Understanding the business mission
D) Performing baseline assessments

2. Which of the four dimensions includes the knowledge bases needed to deliver and manage services?

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

3. Which statement about a 'continual improvement register (CIR)' is TRUE?

A) Used to help plan changes, assist in communication, avoid conflicts, and assign resources
B) Used to select the right method, model or technique for identifying improvements
C) Used to provide a formal description of one or more services, designed to address the needs of a target consumer group
D) Used to track and manage improvement ideas from identification through to final action

4. Which is the BEST type of resource for investigating complex incidents?

A) Detailed work instructions
B) Knowledgeable support staff
C) Self-help systems
D) Disaster recovery plans

5. Which dimension of service management considers how activities are coordinated?

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

Solutions: