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EXIN ITIL 4 Foundation Sample Questions:

1. A good way to apply the ITIL guiding principle 'focus on value' is to:

A) Do less tasks but in a better way with higher quality
B) Understand the whole, but do something
C) Understand why services are used by service consumers
D) Be aware of system complexity

2. What is the PRIMARY use of a change schedule?

A) To manage standard changes
B) To manage emergency changes
C) To plan changes and help avoid conflicts
D) To support the 'incident management' practice and improvement planning

3. Which is described by the 'organizations and people' dimension of service management?

A) Communication and collaboration
B) Contracts and agreements
C) Inputs and outputs
D) Workflows and controls

4. What is a problem that has been analyzed but has not been resolved?

A) Workaround
B) Incident
C) Known error
D) Event

5. Which activity is part of the 'continual improvement' practice?

A) Identifying the cause of incidents and recommending related improvements
B) Logging and managing incidents that result in improvement opportunities
C) Authorizing changes to implement improvements
D) Making business cases for improvement action

Solutions: