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EXIN ITIL 4 Foundation Sample Questions:

1. Which guiding principle helps to ensure that better information is available for decision making?

A) Optimize and automate
B) Collaborate and promote visibility
C) Keep it simple and practical
D) Think and work holistically

2. Which statement about a 'continual improvement register' is CORRECT?

A) It should be re-prioritized as ideas are documented
B) It should be used to capture user demand
C) It should be managed at the senior level of the organization
D) There should only be one for the whole organization

3. Which is one of the five aspects of service design?

A) Corporate governance and policy
B) Risk analysis and management approach
C) Management information systems and tools
D) Management policy for business case creation

4. Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?

A) Retail customer view
B) Service-based SLA view
C) Wholesale customer view
D) Supporting services view

5. How should the workflow for a new service request be designed?

A) Leverage existing workflows whenever possible
B) Use a single workflow for all types of service request
C) Avoid workflows for simple service requests
D) Use different workflows for each type of service request

Solutions: