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EXIN ITIL 4 Foundation Sample Questions:

1. In which situation will incident management USUALLY use a separate process?

A) For information security incidents
B) Where the cause must be diagnosed
C) Where no target resolution time exists
D) For low impact incidents

2. Which describes outcomes?

A) Functionality offered by a product or service
B) Results desired by a stakeholder
C) Configuration of an organization's resources
D) Tangible or intangible deliverables

3. Which does the ITIL service value system discourage?

A) Coordinated authorities and responsibilities
B) Interfaces among practices
C) Organizational agility
D) Organizational silos

4. What is recommended by the guiding principle 'progress iteratively with feedback'?

A) An improvement initiative that is broken into a number of manageable sections
B) A current state assessment that is carried out at the start of an improvement initiative
C) The identification of all interested parts at the start of an improvement initiative
D) An assessment of how all the parts of an organization will affect an improvement initiative

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

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

Solutions: