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EXIN ITIL 4 Foundation Sample Questions:

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

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

2. Which does the ITIL service value system discourage?

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

3. Which is an activity of 'problem identification'?

A) Establishing potential permanent solutions
B) Establishing problem workarounds
C) Analyzing the cause of problems
D) Analyzing information from software developers

4. What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?

A) Involving customers after all planning has been completed
B) Engaging every stakeholder group in the same way, with the same communication
C) Increasing collaboration and visibility for the improvement
D) Restricting information about the improvement to essential stakeholders only

5. Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value to the organization or its customers. Which guiding principle recommends that the unnecessary work should be eliminated?

A) Progress iteratively with feedback
B) Keep it simple and practical
C) Think and work holistically
D) Start where you are

Solutions: