EXIN ITILFND_V4 : ITIL 4 Foundation

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EXIN ITIL 4 Foundation Sample Questions:

1. Which is a recommendation of the guiding principle 'think and work holistically'?

A) Conduct a review of existing service management practices and decide what to keep and what to discard
B) Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative
C) Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
D) Review service management practices and remove any unnecessary complexity

2. What is included in the purpose of the 'relationship management' practice?

A) Identifying, analyzing, monitoring, and the continual improvement of relationships with stakeholders
B) Creating collaborative relationships with key suppliers to uncover and realize new value
C) Setting clear business-based targets so that the delivery of a service can be properly assessed
D) Handling all pre-defined, user-initiated service requests in an effective and user-friendly manner

3. Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?

A) IT asset management
B) Deployment management
C) Continual improvement
D) Monitoring and event management

4. Identify the missing word(s) in the following sentence.
The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing [?] and known errors.

A) changes
B) events
C) configuration items
D) workarounds

5. Why should a service level agreement include bundles of metrics?

A) To ensure that all services are included in the service reports
B) To help focus on business outcomes, rather than operational results
C) To reduce the number of metrics that need to be measured and reported
D) To ensure that the service levels have been agreed with customers

Solutions: