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EXIN ITIL 4 Foundation Sample Questions:

1. A good way to apply the ITIL guiding principle 'focus on value' is to:

A) Do less tasks but in a better way with higher quality
B) Be aware of system complexity
C) Understand the whole, but do something
D) Understand why services are used by service consumers

2. Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?

A) Think and work holistically
B) Keep it simple and practical
C) Collaborate and promote visibility
D) Progress iteratively with feedback

3. Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?

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

4. What should all 'continual improvement' decisions be based on?

A) Accurate and carefully analysed data
B) A recent maturity assessment
C) An up-to-date balanced scorecard
D) Details of how services are measured

5. Which is part of the definition of a customer?

A) A means of enabling value co-creation
B) A set of specialized organizational capabilities for enabling value
C) The role that defines the requirements for a service
D) The role that authorizes budget for service consumption

Solutions: