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EXIN ITIL 4 Foundation Sample Questions:

1. How are target resolution times used in the 'incident management' practice?

A) They are initiated, approved, and managed to ensure that predictable responses are achieved
B) They are scheduled, assessed and authorized to reduce the risk of service failures
C) They are agreed, documented, and communicated to help set user expectations
D) They are established, reviewed, and reported to ensure that customers are happy with the service

2. Which practice has a purpose that includes maximizing the number of successful additions, modifications, or removals of anything that could have an effect on a service?

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

3. Which guiding principle considers the importance of customer loyalty?

A) Start where you are
B) Optimize and automate
C) Focus on value
D) Progress iteratively with feedback

4. Which guiding principle is PRIMARILY concerned with end-to-end service delivery?

A) Collaborate and promote visibility
B) Optimize and automate
C) Focus on value
D) Think and work holistically

5. Which practice requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers?

A) Service level management
B) Service request management
C) Supplier management
D) Service desk

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