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EXIN ITIL 4 Foundation Sample Questions:

1. Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?

A) Evaluate measurements and metrics
B) Perform baseline assessments
C) Execute improvement actions
D) Define measurable targets

2. Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

A) Service level management
B) Incident management
C) Service request management
D) Change enablement

3. Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?

A) Relationship management
B) Monitoring and event management
C) Service level management
D) Service desk

4. Which TWO are important aspects of the 'service request management' practice?
1. Standardization and automation
2. Providing a variety of channels for access
3. Establishing a shared view of targets
4. Policies for approvals

A) 3 and 4
B) 1 and 4
C) 2 and 3
D) 1 and 2

5. Which is a purpose of release management?

A) To make new and changed services available for use
B) To move hardware and software to live environments
C) To handle user-initiated service requests
D) To protect the organization's information

Solutions: