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EXIN ITIL 4 Foundation Sample Questions:

1. Which statement about 'continual improvement' is CORRECT?

A) All improvement ideas should be logged in a single 'continual improvement register'
B) 'Continual improvement' should have minimal interaction with other practices
C) A single team should carry out 'continual improvement' across the organization
D) Everyone in the organization is responsible for some aspects of 'continual improvement'

2. Which is considered by the 'partners and suppliers' dimension?

A) Using artificial intelligence
B) Working with an integrator to manage relationships
C) Using formal roles and responsibilities
D) Defining controls and procedures

3. A good way to apply the ITIL guiding principle 'keep it simple and practical' is to:

A) Understand that fast does not mean incomplete
B) Communicate so that the audience will hear
C) Adopt a practice which is easy to follow
D) Re-use nothing from the current state

4. Which is the BEST type of resource for investigating complex incidents?

A) Detailed work instructions
B) Knowledgeable support staff
C) Self-help systems
D) Disaster recovery plans

5. How does the 'incident management' practice set user expectations?

A) By assigning resources to ensure that all incidents are resolved as quickly as possible
B) By using collaboration tools to communicate effectively
C) By agreeing, and communicating target resolution times
D) By automated matching of incidents to known errors

Solutions: