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EXIN ITIL 4 Foundation Sample Questions:

1. When planning 'continual improvement', which approach for assessing the current state of a service is CORRECT?

A) An organization should always develop competencies in methodologies and techniques that will meet their needs
B) An organization should always use an approach that combines Lean, Agile and DevOps methodologies
C) An organization should always use a single technique to ensure metrics are consistent
D) An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis

2. What are the three phases of 'problem management'?

A) Problem identification, problem control, error control
B) Problem logging, problem classification, problem resolution
C) Problem analysis, error identification, incident resolution
D) Incident management, problem management, change control

3. Which processes are responsible for the regular review of underpinning contracts?

A) Supplier management and service level management
B) Supplier management and availability management
C) Availability management and service level management
D) Supplier management and change management

4. Which is a key requirement for a successful service level agreement?

A) It should relate to simple operational metrics
B) It should be simply written and easy to understand
C) It should be based on the service provider's view of the service
D) It should be written in legal language

5. How should automation be implemented?

A) By optimizing as much as possible first
B) By replacing human intervention wherever possible
C) By replacing the existing tools first
D) By initially concentrating on the most complex tasks

Solutions: