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EXIN ITIL 4 Foundation Sample Questions:

1. Which competencies are required by the 'service level management' practice?

A) Business analysis and commercial management
B) Incident analysis and prioritization
C) Balanced scorecard reviews and maturity assessment
D) Problem investigation and resolution

2. Which is considered by the 'partners and suppliers' dimension?

A) Using artificial intelligence
B) Working with an integrator to manage relationships
C) Using formal roles and responsibilities
D) Defining controls and procedures

3. What is important for a 'continual improvement register' (CIR)?

A) Improvement ideas are documented, assessed and prioritized
B) Improvement ideas are tested, funded and agreed
C) Improvement ideas that are not being actioned immediately are removed from the CIR
D) Improvement ideas from many sources are kept in a single CIR

4. What impact does automation have on a service desk?

A) Ability to work from multiple locations, geographically dispersed
B) Ability to work from a single centralized location
C) Less low level work and a greater ability to focus on user experience
D) Increased phone contact and a reduced ability to focus on user experience

5. Which is a purpose of the 'service level management' practice?

A) To establish and nurture the links between the organization and its stakeholders
B) To ensure that the organization's suppliers and their performance are managed appropriately
C) To set clear business-based targets for service levels
D) To support the agreed quality of a service by handling all agreed, user-initiated service requests

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