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EXIN ITILFND_V4 Exam Syllabus Topics:

EXIN ITIL 4 Foundation Sample Questions:

1. Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?

A) Service level management
B) Continual improvement
C) Monitoring and event management
D) Service desk

2. Identify the missing word in the following sentence.
An organization which is undertaking an improvement initiative should [?] the existing methods and services when building for the future.

A) Discard
B) Consider
C) Improve
D) Re-use

3. An SLA is a service level agreement. Which describes the 'watermelon SLA' effect?

A) A single SLA defines target service levels for multiple customers, so every customer sees reports about other customers' experiences
B) The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied
C) SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed
D) Introducing SLAs for a service enables customers to see that the service provider is doing a really good job, so this improves satisfaction

4. Identify the missing word in the following sentence.
The purpose of the 'supplier management' practice is to ensure that the organization's suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.

A) defined
B) rewarded
C) measured
D) managed

5. Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?

A) Define measurable targets
B) Execute improvement actions
C) Evaluate measurements and metrics
D) Perform baseline assessments

Solutions: